PC component dead <12months old, RMA and SoGa query

NVRAM

A computer component decided to die on me
I have since spoke to the retailer as it's within 12 months and granted an RMA, they
received the item 17th of this month. As of today status still reads currently in
testing as it has done since they received it.
Tha fault that is apparant can take no longer than 10minutes to check and I have
been told that they have a backlog at the moment. When I asked how long testing was likely to take I was informed upto a week.
I then asked if they would replace with same model as they no longer stock and AFAIK

the manufacturer indeed doesn't make this any more. To which the answer was due to the amount of time I've had it after they've
had it a week then they need to send it off to the manufacturer and they have to allow upto 4 weeks.
I was under the belief that a reasonable time for repair/replace would be 4 weeks
Now as its within a year surely my contract is with the seller not manufacturer and the onus is on them to have me a repair or replacement here within that time?

So currently looking at a maximum of 5 weeks unsure wether the manufacturer would send straight to myself or to the store for them to foward on to me.
I purchased the item middle of septmeber last year so its roughly 8 month old.
Before I sent the item off I took pictures of all ID's and serials just to be safe.
My question is under the SoGa how long are they entitled to to have a replacement/repair with me? 5 weeks seems a long time as without it I
cannot use my computer for its purpose.The annoying thing is I paid more for this item than similar ones as it had a longer
guarantee and it goes and dies within a year anyway

Also as a sidenote, when a replacement or repair is received where does my warranty
stand? New item new 3yr guarantee and repair = continuing from original date?
I know I'm being a bit permature with this one but I've heard troubles with RMAs and
this company have been encountered before. Not wanting to come across as an !!! Im
just wanting to get all my info correct ahead of time if it does come to this

I've also attempted 5 times now to contact the company via their website and no reply.

Thanks in advance for any help/info

NVRAM

Any info would be appreciated, as of now I've still not heard from the retailer and the item still says "Currently going thru our testing"

bap98189

NVRAM wrote: »

Any info would be appreciated, as of now I've still not heard from the retailer and the item still says "Currently going thru our testing"

I don't know about anyone else, but I wouldn't buy a computer from a retailler who cannot spell. :rotfl:

ABH_3

NVRAM wrote: »

Any info would be appreciated, as of now I've still not heard from the retailer and the item still says "Currently going thru our testing"

My advice is to go here: http://www.consumerdirect.gov.uk/ call the 0845 number they will ask for you phone number and some details, they'll then advise you they'll call you in 3 working days, so around Thursday and they will advise you further. It's better than kicking your heels and waiting ... waiting ... waiting etc I think you'll agree at least you'll now be proactive.

NVRAM

Well I've just been informed that they will indeed replace it and it should be sent out today.

HOWEVER

It's apparantly being replaced by a B-Grade product, is this correct as a B-Grade item doesn't really seem to be acceptable tbh. Or am I just being picky?

4743hudsonj

NVRAM wrote: »

Well I've just been informed that they will indeed replace it and it should be sent out today.

HOWEVER

It's apparantly being replaced by a B-Grade product, is this correct as a B-Grade item doesn't really seem to be acceptable tbh. Or am I just being picky?

the onus is on the retailer but this just means the onus of COST is in them

they have to send it off to repair somewhere? so... where better than the manufacturer, they just pay for it instead of the manufacturer

so nothing to complain about there

and 5 weeks is normal in my experience, any longer and its getting silly

as for the replacement, as long as itss spec for spec and a similar quality then you have no comeback

you had a X month old computer so they only have to give you an X month old computer to put you in the same position


as for the warranty, it depends how theyre replacing it, if theyre sending you an actual laptop then your warranty will continue on from your date of purchase, if they send you vouchers to buy the replacement then you will begin a new contract so will have a new warranty

what store is it? it would greatly help for giving better advice