48 posts / 0 new
Last post
MajorFubar's picture
Offline
Last seen: 2 days 55 min ago
Joined: 03/03/2010 - 00:01
Posts: 3571
Analogue Seduction: issue resolved
English

Some of you may remember that last week I returned my 369 day old HRT Steamer II+ to the retailer I purchased it from, Analogue Seduction, because it was faulty.  I have been dealing with Gary Penska their MD.

I told them that I wasn't happy that a product one year and four days old had developed a fault (RH channel very low).

They have been in touch with HRT who say that it needs a new motherboard at a cost of £175 incl labour and VAT.

Alternatively I can take-up Analogue Seduction's offer of a brand new HRT II+ at £209.99 instead of £299.99.

Analogue Seduction are refusing to replace my HRT II+ or repair it even though I've told them they have an obligation to do so under the Sales of Goods Act, which clearly states that a product should last 'a reasonable amount of time' and be of 'satisfactory quality'.  In fact in England 'reasonable amount of time' can be as much as six years, obviously with some discretion based on what the product is.  I think we all agree I have a right to have a £300.00 DAC repaired/replaced at just 369 days old and I think I very clearly I have a case.

I wonder if staff at WHFSV would care to make a news item out of this. Or even call AS.

Please be my guest.

UPDATE POSTED BY MODS 30.03.13 – issue has now been resolved. See below:

Thank you for bringing all the links to our attention. We are extremely disappointed in the outcome ourselves, we would have liked to have seen HRT repair or replace the unit for you at no cost to yourself and indeed to us.

As I'm sure you will understand we are at the mercy of the manufacturer, if we had this situation constantly when a product is out of its warranty and repaired or replaced products free of charge outside the warranty period this would have a negative impact on us as a business, as I'm sure you understand.

We do not wish to upset any of our customers and always want to support them at all costs so they return to us in the future. We are going to send you a new unit at our cost and we are taking up this matter further with HRT. I trust this is to your satisfaction, if you have any further questions please do not hesitate to contact me.

Kind regards

Gary

Director, Analogue Seduction

MajorFubar's picture
Offline
Last seen: 2 days 55 min ago
Joined: 03/03/2010 - 00:01
Posts: 3571
RE: Analogue Seduction: issue resolved

I have given them notice that I am exercising my rights under the Sales of Goods Act to reject the item as not being of "satisfactory quality". I have explained hat I would like to have it repaired or replaced. I have further advised that if they fail to accept my demands within 14 days of the email, I will seek advice regarding starting proceedings to recover my losses in a Small Claims Court.

GSB's picture
Offline
Last seen: 16 hours 22 min ago
Joined: 27/03/2011 - 19:54
Posts: 1355
RE: Analogue Seduction won't play ball

FWIW major i would call the local trading standards,you will knoe exactly where you stand then.

MajorFubar's picture
Offline
Last seen: 2 days 55 min ago
Joined: 03/03/2010 - 00:01
Posts: 3571
RE: Analogue Seduction won't play ball

Bad time unfortunately GSB, everything's shut for easter, and I cannot let grass grow under my feet with this now, though I have changed my email to say 'seek advice from Trading Standards" and not Small Claims Court, because Trading Standards will be my first stop.

nopiano's picture
Offline
Last seen: 1 day 4 hours ago
Joined: 15/02/2009 - 19:25
Posts: 1610
RE: Analogue Seduction won't play ball

I wonder have you emailed California, where HRT are based, as some of us suggested?  And Facebook is open for Easter...

https://www.facebook.com/HighResTech

Krell CD and amp, Michell/Rega/Grado record player, Hitachi and Sony tuners, Nakamichi cassette, SBT streamer, Sonus faber spkrs.  Sony and Samsung BDP & TVs. Qobuz > iPad > AudioPro Allroom Air One

GSB's picture
Offline
Last seen: 16 hours 22 min ago
Joined: 27/03/2011 - 19:54
Posts: 1355
RE: Analogue Seduction won't play ball

Heres hoping you get a favourable decision mate Smile

MajorFubar's picture
Offline
Last seen: 2 days 55 min ago
Joined: 03/03/2010 - 00:01
Posts: 3571
RE: Analogue Seduction won't play ball

Me too!

nopiano wrote:

I wonder have you emailed California, where HRT are based, as some of us suggested?  And Facebook is open for Easter...

https://www.facebook.com/HighResTech

 

Hi nopiano, no I didn't, not as of yet, partly because A.S. said they would be contacting HRT in any case (which it appears they have done) and partly because the law says my grievance is with the retailer, not the manufacturer or distributor, and I didn't want to complicate matters by firing emails off to both the retailer and the manufacturer.

nopiano's picture
Offline
Last seen: 1 day 4 hours ago
Joined: 15/02/2009 - 19:25
Posts: 1610
RE: Analogue Seduction won't play ball

Fair enough, Major, it is just that I am awfully tempted to pop a post on their fb page congratulating them on a great review and linking to this thread to highlight that they have a UK customer who needs a bit of PR nous. 

Let's give it few more days?

Krell CD and amp, Michell/Rega/Grado record player, Hitachi and Sony tuners, Nakamichi cassette, SBT streamer, Sonus faber spkrs.  Sony and Samsung BDP & TVs. Qobuz > iPad > AudioPro Allroom Air One

MajorFubar's picture
Offline
Last seen: 2 days 55 min ago
Joined: 03/03/2010 - 00:01
Posts: 3571
RE: Analogue Seduction won't play ball

Indeed.  Well the email to A.S. is on its way now.  Part of me reluctantly sees it A.S's way: they've clearly not set up a good enough customer-supplier arrangement with HRT, who are (apparently) refusing to replace an item which went faulty four days out of warranty. This could well be within their legal rights in their native territory.  But that's A.S's fault for not having a good enough contract with HRT that underpins and supports A.S.'s obligations in this country.

MikeToll's picture
Offline
Last seen: 2 weeks 5 days ago
Joined: 07/07/2010 - 11:10
Posts: 77
RE: Analogue Seduction won't play ball

After reading about the way you have been dealt with I will certainly never be a customer of Analogue Seduction or HRT. Customer support is a big priority in my book.

MajorFubar's picture
Offline
Last seen: 2 days 55 min ago
Joined: 03/03/2010 - 00:01
Posts: 3571
RE: Analogue Seduction won't play ball

Thanks Mike.

I really don't want to see this going to court.  Funny feeling it will though; A.S. steadfastly refuse to acknowledge their obligation to remedy the situation and only refer me back to the fact that the 12 month warranty had expired (by four days!).  They do not seem to understand that the warranty is an addition to my statutory rights, in this case underpinned by the Sale of Goods Act, not a replacement of them.

Though I will contact Trading Standards to make sure I'm absolutely within my rights before doing anything rash.

CnoEvil's picture
Offline
Last seen: 1 hour 11 min ago
Joined: 21/08/2009 - 18:01
Posts: 12838
RE: Analogue Seduction won't play ball

Sorry to hear that.

I've dealt with Gary before, and he was most helpful........though I wasn't making a claim.

Hope you get a satisfactory outcome.

"We should no more let numbers define audio quality than we should let chemical analysis be the arbiter of fine wines."  Nelson Pass

Anonymous
Anonymous's picture
RE:

At just 4 days out of warranty, the retailer should really be treating it as a replacement or free repair, in the intrests of good customer service and PR. Legally unfortunately, they are not obliged to. You are correct that your contract is with the retailer, not the manufacturer, so it is them you need to deal with.

Having said that, the offer of 100 quid off a new one is a start, and if it was me I would try and negotiate on this front; what would you be prepared to accept ? 50% off ? If they are not prepared to shift from their current position however, I dont think you will find Trading Standards particularly helpful. Your only other option is to issue Small Claims Court proceedings, which you can do online, and the last time I did it cost about 60 quid; the costs obviously form part of your claim against them.

Often when the court paperwork hits their desk it "focuses the mind" so to speak, and when they start looking at paying costs plus interest on top of your claim, they are often willing to take a different approach to resolving the issue. 

bigboss's picture
Offline
Last seen: 54 min 49 sec ago
Joined: 25/03/2009 - 21:40
Posts: 13665
RE: Analogue Seduction won't play ball

It's actually illegal to not honour Sale of Goods Act. Hopefully Analogue Seduction sees sense & acts in your favour. What Hi Fi is one of the most popular forums, & it won't do Analogue Seduction any favours if it gets bad publicity. I'll be watching this thread with interest.

bigboss's picture
Offline
Last seen: 54 min 49 sec ago
Joined: 25/03/2009 - 21:40
Posts: 13665
RE: Analogue Seduction won't play ball

Going to a small claims court is easy, and it is extremely likely that they will rule in your favour. So just follow the right steps. Stay calm throughout your dealings with Analogue Seduction.

MajorFubar's picture
Offline
Last seen: 2 days 55 min ago
Joined: 03/03/2010 - 00:01
Posts: 3571
RE: Analogue Seduction won't play ball

Thanks. I have given them written notice (by email) that I am exercising my rights as detailed in the Sale of Goods Act to reject the item as not being of satisfactory quality. I've even forwarded links they can look at online, specifically

http://www.lawontheweb.co.uk/Consumer_Rights/Faulty_Goods

and

http://sogahub.tradingstandards.gov.uk/sogaexplained

...both of which outline their obligation as a retailer and my expectation as a customer. Even so, as it stands they refuse to accept I have a claim above and beyond the manufacturer's warranty. Previously when I told them I would have a right to recompense through a small claims court, Gary replied by saying that he would not be bullied or intimidated by threats of court.action. Not bullying at all, just pointing out my rights. If anyone's using bullying tactics, it's him by refusing to acknowledge his obligations under the Sale of Goods Act. It's not my fault he doesn't understand them or seems to feel they don't apply to him.

Pages

Log in or register to post comments