I sold a Hornby Elite DCC control system a couple of weeks ago to a customer who also purchased a couple of Digital sets which included Select controllers and a whole host of other Hornby items.
The Elite was returned on Tuesday. Initially it worked to the customer's total satisfaction, but after a short period it completely refused to programme either loco or accessory decoders, although both of the Select contollers which our customer also owns worked fine when wired into his layout, confirming that the problem was with the Elite controller.
My first course of action when faced with this problem was to phone Hornby's Help Line to ask them to supply an immediate replacement controller for this customer (who had subsequently spent in excess of one thousand GB pounds during the past month on Hornby products). After speaking to both me and my customer, Help Line refused to supply a replacement controller without having the original returned for investigation.
This of course puts us, the retailer, in a totally impossible situation. The customer is of course (under the Sale of Goods Act) entitled to either an immediate refund, or an immediate replacement (if he is willing to accept one). He is not obliged to allow a faulty product to be sent away for investigation.
Firstly Hornby claimed they had no Elite controllers to allow them to exchange this faulty item (they really mean they have none for sale) then claimed they only had our word &/or that of our customer that there was a problem with the customer's existing controller. When I politely, but firmly pointed out the customer's rights under the Sale of Goods Act, I was told by their Help Line staff member that he didn't like my attitude.
Anyway the end result of this story is that the Elite controller has been returned to the manufacturer and we're still waiting a response. In the meantime our customer, who was present throughout this mind-numbing exercise with Hornby, is totally disenchanted with their attitude and went away with a pile of Bachmann products and a new Lenz DCC system.
John,
53A Models, Hull.