Watchdog warns against wrong advice on faulty products

Major high street shops are failing to give customers the right information on returning faulty items, consumer watchdog Which? has warned.
The rights group said customers could face being left out of pocket if poorly-informed staff give out the wrong information.

Argos came out worst in the survey Credit: PA

The group visited six of the UK's biggest electrical retail outlets 12 times each to test workers on their knowledge of consumer rights ahead of Christmas.
Argos came out bottom, with only three out of 12 visits rated as 'fair' or above and only five out of 10 managers spoken to meeting the ratings.
Meanwhile, tech giant Apple performed the best, with nine out of 10 visits rated as fair or better and a full 10 out of 10 for managers.

Apple gave the best advice, according to Which? Credit: PA

In a statement to Which?, a spokesman for Argos said they were "encouraged" that they had improved on last year's poor performance, but realised there was "some way to go".
John Lewis and Currys both scored four out of 12 for visits to their stores, while Richer Sounds scored five out of 12.
Online retailer Amazon scored poorly for its calls to managers.

We take into consideration all facts and circumstances on a case-by-case basis to provide a fair solution for our customers. Amazon.co.uk will review the instances highlighted by Which? as they do not appear consistent with the typical Amazon.co.uk customer experience.

– Amazon.co.uk spokesman

Shoppers could be left out of pocket if staff give out the wrong information, Which? has warned Credit: PA

And bosses at Richer Sounds said they would work with Which? in future to "give customers the best possible information about consumer rights".

While it's clear major retailers have improved their consumer rights knowledge since our previous investigation, it is still unacceptable that customers could be left out of pocket by following incorrect advice. Stores must ensure the information staff are giving is correct.

– Richard Lloyd, Which? executive director

Read the original article here: http://www.itv.com/news/2014-12-16/shops-giving-out-wrong-advice-on-returning-faulty-goods-watchdog-warns/ 

Related article: http://shaftsword.blogspot.com.tr/2014/09/personal-blog-faulty-goods-got-my-money.html