Consumer stories: buying goods and services

See some case studies of how consumers have been helped by the network of European Consumer Centres with their problems concerning goods or services bought in another EU country.

Right to repair: Irish consumer / UK trader

Right to repair: Irish consumer / UK trader

An Irish consumer bought a laptop while on holiday in Spain which broke after a few months.

The consumer contacted the trader and was advised to contact the manufacturer. The manufacturer repaired the item but it broke again.

The consumer contacted the trader, who is obliged under EU-wide consumer rules to repair or replace a product that turns out to be faulty. Yet the trader refused further assistance.

Following intervention by ECC Ireland and ECC Spain to defend the consumer's right to repair, the laptop was finally fixed.
Returning items : Irish consumer/ UK trader

Returning items : Irish consumer/ UK trader

An Irish consumer bought a video-game set from the trader based in the UK. The video game broke down 2 months later.

The consumer visited the shop twice soon after to discuss returning the items but was unable to resolve the issue. She also wrote to the trader twice and did not receive a response.

She then contacted ECC Ireland who sought assistance from ECC UK. ECC UK contacted the trader to remind them of their obligations and the consumer received a replacement unit.