Perseverance needed with customer service
Bought a phone via Amazon - all good.
Phone developed a fault 6 months later - told me to contact manufacturer.
I did this, who informed me that as the phone is not made anymore (and therefore can't just be replaced), I would need to go back to Caboodle, who could:
a) refund me
b) return the phone and it's 10 year guarantee to the manufacturer who would refund Caboodle.
Caboodle were not interested in fulfilling their duties as a responsible seller.
Update: thanks to this review and another one posted elsewhere, plus some email persistence on my part, Caboodle has recognised their duties as a decent company and agreed to refund the goods. Review rating updated accordingly, subject to successful conclusion of this little episode of course.
Reply from Caboodle
Mike,
Thank you for taking the time to pass back comments regarding your experience with Caboodle. The comments do raise a number of points which I would be grateful if you could clarify and I would also like to comment and advise regarding this matter.
Firstly, can you confirm the date of purchase, invoice or order number, make and model of phone?
If you can confirm when you raised this as an issue with us and who who spoke with or had any email correspondence from ?
We have been trading for a number of years and in all this time no manufacturer has ever referred a customer back to us unless the product has become faulty within 30 days which is standard distance selling regulations covering online transactions.
Standard protocol for these matters are to have a report on the faulty item to report on why it is not working to see if the manufacturer has issues with the item and it has not become faulty through damage or incorrect use.
If the item cannot be replaced as the model has become discontinued there will be a definition in a 10 year guarantee to determine what is the required action either refund or replacement for a suitable or higher model
I would assure you that Caboodle does take fulfilling duties very seriously.If you can provide further information and send these details to info@caboodle.co.uk this will be taken further.
Many Thanks
Caboodle
Online Customer Care