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Aria - advice re postage refund (dodgy practice)
Hi all,
I am currently having a problem with Aria. I bought an mp3 player from them. It was physically damaged when received. They have accepted the return, and refunded the cost of the player. However, they are insisting that it is not their policy to refund the postage which I originally paid to have the item delivered (they have refunded my postage costs for returning it to them). The guy on customer services tells me that this is in their terms and conditions. I can't find it. I have asked them twice by email to show me the relevant section, and they have not replied. I have requested that my emails be forwarded to their customer services manager, and had no response. Am I being unreasonable in expecting not to be £8 out of pocket for buying damaged goods? Does anyone from Aria want to comment before I let trading standards deal with this? I have already taken advice from trading standards. The assertion made by Aria that I am the one who has a contract with CityLink is false. The contract that I have with CityLink is a linked transaction to that which I have with Aria. It is a non-severable contract under the Sale of Goods Act 1979 (as amended). Basically, if Aria don't send me the goods, they cannot do business, so it's not my problem! Therefore, to refuse to reimburse me is a "breach of implied term" under the SOGA and the distance selling regulations 2000, section 14, subsection 6. Up until now Aria has always been my first port of call. However, you only find out how good a company is when you have a problem. All I want is for Aria to refund my postage. At this point, it's more about the principle than the money. They have already refunded the cost of the mp3 player, hence admitting liability (although I have nothing in writing - their web system is still showing the RMA as not having been received, although it was actually received on 16th June!) and also refunded my postage in returning it. It seems to be a really bad business model to lose a customer when the company has supplied faulty goods and not taken FULL liability. It's unfortunate that I have to take this to a public forum, but I feel that other potential customers should be warned. Based on my conversation with trading standards, this practice falls outside of various consumer regulations (laws?) and I intend to pursue this matter to a satisfactory conclusion. Mark |
#2
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"Mark" wrote in message ... Hi all, youre entitled to a full refund inc postage just let your credit card company sort it out and save your time |
#3
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On Mon, 5 Jul 2004 21:39:33 +0000 (UTC), "Mark"
wrote: It's unfortunate that I have to take this to a public forum, but I feel that other potential customers should be warned. Based on my conversation with trading standards, this practice falls outside of various consumer regulations (laws?) and I intend to pursue this matter to a satisfactory conclusion. If you have the time and inclination then take them to small claims court. Aria are definitely a company to be avoided these days - sad really because they used to be good; now they don't give a toss about their customers and (IME) completely ignore emails and phone calls. I'll see whether they ignore registered letters warning of county court action in a week or so. -- John Naismith |
#4
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"Malik" wrote in news:1089066412.26573.0
@eunomia.uk.clara.net: "Mark" wrote in message ... Hi all, youre entitled to a full refund inc postage just let your credit card company sort it out and save your time If it was more than 100 quid ? -- Lordy |
#5
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"lordy" wrote in message ... "Malik" wrote in news:1089066412.26573.0 @eunomia.uk.clara.net: "Mark" wrote in message ... Hi all, youre entitled to a full refund inc postage just let your credit card company sort it out and save your time If it was more than 100 quid ? -- Lordy My egg card let me claim £20 back last year. Not aware a minimum has been put on it? |
#6
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"Mark" wrote in message ... Hi all, I am currently having a problem with Aria. I bought an mp3 player from them. It was physically damaged when received. They have accepted the return, and refunded the cost of the player. However, they are insisting that it is not their policy to refund the postage which I originally paid to have the item delivered (they have refunded my postage costs for returning it to them). The guy on customer services tells me that this is in their terms and conditions. I can't find it. I have asked them twice by email to show me the relevant section, and they have not replied. I have requested that my emails be forwarded to their customer services manager, and had no response. Am I being unreasonable in expecting not to be £8 out of pocket for buying damaged goods? Does anyone from Aria want to comment before I let trading standards deal with this? I have already taken advice from trading standards. The assertion made by Aria that I am the one who has a contract with CityLink is false. The contract that I have with CityLink is a linked transaction to that which I have with Aria. It is a non-severable contract under the Sale of Goods Act 1979 (as amended). Basically, if Aria don't send me the goods, they cannot do business, so it's not my problem! Therefore, to refuse to reimburse me is a "breach of implied term" under the SOGA and the distance selling regulations 2000, section 14, subsection 6. Up until now Aria has always been my first port of call. However, you only find out how good a company is when you have a problem. All I want is for Aria to refund my postage. At this point, it's more about the principle than the money. They have already refunded the cost of the mp3 player, hence admitting liability (although I have nothing in writing - their web system is still showing the RMA as not having been received, although it was actually received on 16th June!) and also refunded my postage in returning it. It seems to be a really bad business model to lose a customer when the company has supplied faulty goods and not taken FULL liability. It's unfortunate that I have to take this to a public forum, but I feel that other potential customers should be warned. Based on my conversation with trading standards, this practice falls outside of various consumer regulations (laws?) and I intend to pursue this matter to a satisfactory conclusion. Mark Hi Mark, I know nothing of the history of your RMA, but having just spoken to our customer services manager your outbound carriage will be refunded today. He is looking into why you were told otherwise and will ensure that this does not happen again. It is not our policy to refuse to refund carriage in this situation, and neither is this stated in our terms and conditions. Apologies on behalf of Aria for the inconvenience caused. Cheers, RobD Aria Technology www.aria.co.uk |
#7
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"Rob D" wrote in message snip........... Hi Mark, I know nothing of the history of your RMA, but having just spoken to our customer services manager your outbound carriage will be refunded today. He is looking into why you were told otherwise and will ensure that this does not happen again. It is not our policy to refuse to refund carriage in this situation, and neither is this stated in our terms and conditions. Apologies on behalf of Aria for the inconvenience caused. Cheers, RobD Aria Technology www.aria.co.uk Rob you do realise that you are probably the most helpful member of staff at aria, if you ever go and work for another online computer company elsewhere, you must let people in this group know If i was you i would be asking for a large pay rise Good job again ))) |
#8
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"Dave" wrote in message ... "Rob D" wrote in message snip........... Hi Mark, I know nothing of the history of your RMA, but having just spoken to our customer services manager your outbound carriage will be refunded today. He is looking into why you were told otherwise and will ensure that this does not happen again. It is not our policy to refuse to refund carriage in this situation, and neither is this stated in our terms and conditions. Apologies on behalf of Aria for the inconvenience caused. Cheers, RobD Aria Technology www.aria.co.uk Rob you do realise that you are probably the most helpful member of staff at aria, if you ever go and work for another online computer company elsewhere, you must let people in this group know If i was you i would be asking for a large pay rise Good job again ))) hes a director isnt he? |
#9
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"Andy" wrote in message ... "Dave" wrote in message ... "Rob D" wrote in message snip........... Hi Mark, I know nothing of the history of your RMA, but having just spoken to our customer services manager your outbound carriage will be refunded today. He is looking into why you were told otherwise and will ensure that this does not happen again. It is not our policy to refuse to refund carriage in this situation, and neither is this stated in our terms and conditions. Apologies on behalf of Aria for the inconvenience caused. Cheers, RobD Aria Technology www.aria.co.uk Rob you do realise that you are probably the most helpful member of staff at aria, if you ever go and work for another online computer company elsewhere, you must let people in this group know If i was you i would be asking for a large pay rise Good job again ))) hes a director isnt he? No idea, but if he is, there are a few peoples arses he should be either kicking or firing, to me he was quick and courteous in a reply to a query i had, i just wish there were more like him for nearly every online retailer |
#10
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"Dave" wrote in message ... "Andy" wrote in message ... "Dave" wrote in message ... "Rob D" wrote in message snip........... Hi Mark, I know nothing of the history of your RMA, but having just spoken to our customer services manager your outbound carriage will be refunded today. He is looking into why you were told otherwise and will ensure that this does not happen again. It is not our policy to refuse to refund carriage in this situation, and neither is this stated in our terms and conditions. Apologies on behalf of Aria for the inconvenience caused. Cheers, RobD Aria Technology www.aria.co.uk Rob you do realise that you are probably the most helpful member of staff at aria, if you ever go and work for another online computer company elsewhere, you must let people in this group know If i was you i would be asking for a large pay rise Good job again ))) hes a director isnt he? No idea, but if he is, there are a few peoples arses he should be either kicking or firing, to me he was quick and courteous in a reply to a query i had, i just wish there were more like him for nearly every online retailer he's damage limitation. he prevents bad press on the internet by knocking people's complaints on the head as soon as they're posted. very clever really |
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