Faulty product bought online - who is my contract with?

I bought a garmin vivosmart HR for Christmas as a gift from www.fitnessdigital.ie, it was working fine until last Friday when it stopped functioning.

I contacted fitnessdigital on Monday via email. They have just come back to me with this response.

We are very sorry to hear that your Garmin was not up to our usual standard.

Please note that all products of this brand are covered by a manufacturers guarantee of two years which begins on the date of purchase. Therefore we ask you to contact their after sales service on the following site. You can log in and follow the instructions, or phone them/send an email:

Website: http://www.garmin.com/uk/contact-product-support/
Or by sending an email entering this link: https://support.garmin.com/support/searchSupport/escalateForm.faces

Am I right in saying that the fitness digital themselves should be dealing with this, and I shouldn't be referred to the manufacturer? It stopped working less than three weeks after buying it and two weeks after being turned on for the first time.

Should I just go to Garmin direct, or should I push further for a proper response from fitness digital?

They are based in spain, if that has any bearing on it, though I'm pretty sure once they're in the EU it's the same rules. Open to correction of course.

Thanks.

ssmith6287

I tend to ring manufacturers, let them troubleshoot, and get a case no. It speeds stuff up when you bring it back to the shop

ytpe2r5bxkn0c1

Try Garmin but the retailer is the one who ultimately has to sort it.

RichT

Your contract is with the retailer or supplier who sold you the product so if there is a fault, it is up to them to fix it

- See more at: http://www.consumerhelp.ie/faulty-goods#1

ScouseMouse

Its the retailer who is obliged to look after it, but in some cases, the manufacturer is as quick or quicker. Apple is renowned being great in these issues. Its up to yourself, but give Garmin a call and see what happens. If unhappy, get onto the retailer again.

VincePP

Choice 1
Insist seller deals with it. Seller collects from you, seller then sends to garmin, garmin sends back to seller, seller sends back to you.

Choice 2 - send direct to garmin, garmin send direct back to you.


Quite normal with electronic goods. It doesn't mean the store is not responsible, but it can be and will be a hell of a lot quicker to resolve.

Alos sellers will sell mnay brands and they simply wonlt have a specialist there to look at it. The manufacturer deals only in theor own product and have specialists on hand at the end of the phone. They'll also have knowledge of every possible fault and may be able to fix it over the phone.

Choice is yours to make, but I'd be choosing the most direct and quickest option.

sconhome

If you contact Garmin they will take it back but you will have to cover the postage. I would be insisting on the seller covering postage but you must also bear in mind that An Post will not accept a device containing a battery in the post so it will have to be sent via courier.

Such is the issue with ie. websites. people don't realise the true cost of it until they have an issue and find out it's not an Irish reseller.

Just a FYI Garmin Ireland are exceptional with warranty claims or returns. Straight swap over the counter for any shop bought Garmin (excludes multiples who may source from Garmin UK)

Thanks for your help lads.

I've updated the software on the band and all seems ok now. I've logged it with garmin at least so that if any issues come up again I have a record of it having issues within a month.

That's the risk with buying online, I knew where the company were and have used them before - cheapest by far and super fast delivery. I know now though that there's not much after sales care so will reconsider in future.

Thanks again for your replies