Hey Paul,
We really aren't having a go at you, hopefully the posts seem that way.
What you get away with are "normal" practice is probably due to excewllent relationships with your customers- ie one phones up with a complaint and you handle it professionaly effectively and quickly. The customer thn is happy to wait whilst you resolve it, or trust you to work in their best interests- ie you say, can you pay for a new battery now, and as soon as we get refunded from the manufacturer i'll recredit the monies etc.
unforutunately where a retailer doesn't have this relationship, then resorting to law can be the only way forward.
Don't forget it works both ways though- in the past i've welcomed the intervention of the courts from pushy and difficult customers who were blatantly pulling a fast one!