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One local shopper, who encountered problems when returning faulty goods recently, wants to make people aware of their consumer rights. Photo: iStock

A reader has been in contact with The Avondhu to express his frustration over the quality of customer service he encountered in one retail shop in Fermoy. West Waterford resident Jim McGurk recently found a fault in his smartphone, so he brought the phone – still under warranty – back to the shop he purchased it from.

He was told that the shop itself has no dealings with faulty merchandise, and that instead he would have to contact the product manufacturer. “I said no, I said under the law you’re responsible,” Mr McGurk pointed out.

Mr McGurk then argued his case with staff and management at the store, who he claims told him to get in contact with the manufacturer, who would arrange for a new phone to be sent to him. This would involve him shipping the damaged phone to England.

Mr McGurk told The Avondhu, “.. (the manager) phoned up this number and I spoke to a woman, and after a lot of rigmarole, she put the phone down on me because I’d informed them about the law.

“The shop manager then phoned another number, and the minute I spoke to this woman I mentioned the fact that it is their responsibility, under the law, to return the goods to the manufacturer, I didn’t buy it off the manufacturer, I bought it off of them.

He continued, “She immediately asked to speak to the shop manager, who then took the smartphone off me and sent it back (to the manufacturer),” he said.

He felt that this wasn’t an isolated incident and more people should know their rights to avoid being ‘given the run around too’.

CONSUMER RIGHTS

Citizens Information, which provides information on public services and entitlements in Ireland, states on their website: “If you have a problem with an item that you have bought it is always the seller who should put things right. As a general rule, the seller can either repair or replace the item. Alternatively, they can refund the costs of the item or service to the consumer.”

More information about consumer rights can be found on citizensinformation.ie and consumerhelp.ie.

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