Jay Posted July 24, 2014 Share Posted July 24, 2014 I've never had a problem with tools purchased from Lidl, until this week.A florabest battery hedge trimmer I bought a year ago (3yr guarantee) failed to charge so I took it back to the shop I bought it from. A member of staff referred me to a sign I had not noticed before saying you can only return items to the shop within one month. Ok I can understand that, they do not keep replacements. I rang Lidl office (the no. listed for help/suggestions on above mentioned sign) to be told they do not keep spares and I must contact the manufacturers. On contacting the manufacturer via email I was told the battery charger is not guaranteed and I can purchase a new one from their site at a cost of 15€ + postage! No other explanation given.Needless to say I am not amused. The fight continues! Link to comment Share on other sites More sharing options...
Théière Posted July 24, 2014 Share Posted July 24, 2014 That's appalling treatment, You have a guarantee for 3 years and that should be honored without question.I suggest you write to them again, keeping calm and explain you are surprised you have to pay as there is a guarantee for 3 years and your contract is with Lidl not the manufacturer. Link to comment Share on other sites More sharing options...
Jay Posted July 24, 2014 Author Share Posted July 24, 2014 You obviously miss the point Théière - a guarantee is a guarantee or is your post just a wind up as you have done in the past?I have received another reply from them stating "You purchased your product on August 2013 and have used it. Therefore it’s not a material defect." Link to comment Share on other sites More sharing options...
suein56 Posted July 24, 2014 Share Posted July 24, 2014 [quote user="Jay"]On contacting the manufacturer via email I was told the battery charger is not guaranteed and I can purchase a new one from their site at a cost of 15€ + postage! No other explanation given.[/quote]The usual way is to ring Lidl who give you the tel no of the manufacturer, you ring them and they log the call and give you a ref no then pass you to their client service dept. You are sent a label to return the parts for free and they repair/replace the wonky parts under guarantee.We bought a water pump and it went wrong after a year, rang Lidl ->manufacturers -> were told the model had been changed and not to bother to return the pump but send the technical info label from it and a copy of the original receipt. We were sent a whole new pump. Turn around about 10 days.Sue Link to comment Share on other sites More sharing options...
Jay Posted July 24, 2014 Author Share Posted July 24, 2014 That is basically what happened. I did it via email and Lidl sent me this reply: "Nous vous remercions pour votre demande et de l'intérêt que vous portez à nos produits. Etant donné que nous ne sommes pas en possession des pièces détachées et des accessoires, nous vous prions de bien vouloir vous adresser au fabricant de l'article qui prendra en compte votre demande."Which translates to "Since we are not in possession of parts and accessories, please kindly contact the manufacturer of the article who will consider your request." Link to comment Share on other sites More sharing options...
Théière Posted July 24, 2014 Share Posted July 24, 2014 Supplying products is a tricky game, people want to buy the cheapest but still expect the best so in this case has Einhell restricted their guarantee to the machine but not peripherals? That's something Lidl can sort out with Einhell, it's not your issue.Check the written guarantee conditions, that is the contract.There all happy again Link to comment Share on other sites More sharing options...
Clair Posted July 24, 2014 Share Posted July 24, 2014 Jay,Like other posters here, I've been happy with the service received from Lidl when I have had cause to contact their consumer service which handles all their consumers' queries.I suggest you try again, keeping calm and collected - as much as possible [:)] - and explain that you are surprised to have to pay as the item is still under guarantee.If the need arises, quote Art. 1641 of the French Consumers Code. If the question of cost is brought up again, you should quote Art. L. 211-11 of the same code.Keep a copy of all your communication, whether by phone or email.From experience, I would suggest you arm yourself with patience, as Lidl can take 4-6 weeks before they reply to an email!Let us know how you get on, please [:)]Edited to add: your contract is with Lild, not the battery supplier. Get Lidl to deal with the cost issue. Link to comment Share on other sites More sharing options...
Jay Posted July 24, 2014 Author Share Posted July 24, 2014 Thanks for the (as usual) sensible reply & info. I have written to them again and await a response. Link to comment Share on other sites More sharing options...
Jay Posted July 24, 2014 Author Share Posted July 24, 2014 Another response from the manufacturer regarding the charger they say I should buy off their website: "If you buy it on our website the guarantee for the charger or the battery is 3 months." Link to comment Share on other sites More sharing options...
Jay Posted July 24, 2014 Author Share Posted July 24, 2014 .......and the latest from florabest:"We did our best to answer your request and actually we are not allowed to provide you a new charger for free."Who are these people, what a joke! Link to comment Share on other sites More sharing options...
Théière Posted July 24, 2014 Share Posted July 24, 2014 Maybe you'll have better luck with lidl who maybe able to sanction a new charger as they'd be paying under the guarantee. Link to comment Share on other sites More sharing options...
Recommended Posts
Please sign in to comment
You will be able to leave a comment after signing in
Sign In Now