Faulty Monitor with Repair Warranty - What are my Rights?

Speed

Hi Guys,

Right I purchased two B Grade monitors from a well known computer parts online retailer in August 2008. One has been working fine since then and another has had nothing but problems. These monitors come with a three year repair warranty as opposed to the normal replace or swap warranty that most of the major manufacturer’s offer, which is really where the problem come from.

The monitor has been back and forward from the repair company approximately 4 times and through that I've received terrible customer care. A couple of examples, they didn't return the monitor one time when they said they would, I had to phone up and prompt them to do so no apology etc, they've returned the monitor without it's cables which I never got back, they returned the monitor without it's stand which I eventually got back, they also returned the monitor in another box, not returning the original box which is designed for and it was just shoved in this box lose with a load of those air sacs, rather poorly packaged.

Each time the monitor has come back with the same issues, it was actually sent in for a very minor issue but now has devoloped more serious issues which affect use. When I sent it in, especially the last two times, I often included a detailed list of the issues with contact info as nothing was getting done. I was never contacted and as far as I can see the list was ignored and never read. Now the repair company has changed hands a few times so it has improved somewhat but the last time it was put on a long test which lasted about 3 weeks to a month. They couldn't find an issue so it was sent back to me in the aforementioned large box poorly packaged. So I got fed up, stuck it in the loft for the best part of six months and purchased something else. However now, money is tight and I want it sorted so I can sell it on.

So I phoned up the repair company on Monday and she said that it may pay to contact the retailer I purchased it from and try to get them to exchange it, which I did. Asking them very kindly in a long and detailed e-mail to swap out the monitor and then deal with the manufacturer themselves. They replied as follows:

Thank you for your e-mail, i do appologise on behalf of the company that repair the monitors i am unable to take this monitor back to *retailers name* as our warranty claim procedure, it will need to go back to our 3rd party repair company, i do appologise that i can do nothing more for you from *retailers name*.

Not only is it poorly written they are basically just fobbing me off.

So my question is what are my rights? If I send it into the repair company again and it comes back with the same issues can I press the retail for a refund or replacement? It really is getting rediculus!

Thanks,

Mark

OlliesDad

Speed wrote: »

Hi Guys,

Right I purchased two B Grade monitors from a well known computer parts online retailer in August 2008. One has been working fine since then and another has had nothing but problems. These monitors come with a three year repair warranty as opposed to the normal replace or swap warranty that most of the major manufacturer’s offer, which is really where the problem come from.

The monitor has been back and forward from the repair company approximately 4 times and through that I've received terrible customer care. A couple of examples, they didn't return the monitor one time when they said they would, I had to phone up and prompt them to do so no apology etc, they've returned the monitor without it's cables which I never got back, they returned the monitor without it's stand which I eventually got back, they also returned the monitor in another box, not returning the original box which is designed for and it was just shoved in this box lose with a load of those air sacs, rather poorly packaged.

Each time the monitor has come back with the same issues, it was actually sent in for a very minor issue but now has devoloped more serious issues which affect use. When I sent it in, especially the last two times, I often included a detailed list of the issues with contact info as nothing was getting done. I was never contacted and as far as I can see the list was ignored and never read. Now the repair company has changed hands a few times so it has improved somewhat but the last time it was put on a long test which lasted about 3 weeks to a month. They couldn't find an issue so it was sent back to me in the aforementioned large box poorly packaged. So I got fed up, stuck it in the loft for the best part of six months and purchased something else. However now, money is tight and I want it sorted so I can sell it on.

So I phoned up the repair company on Monday and she said that it may pay to contact the retailer I purchased it from and try to get them to exchange it, which I did. Asking them very kindly in a long and detailed e-mail to swap out the monitor and then deal with the manufacturer themselves. They replied as follows:

Thank you for your e-mail, i do appologise on behalf of the company that repair the monitors i am unable to take this monitor back to *retailers name* as our warranty claim procedure, it will need to go back to our 3rd party repair company, i do appologise that i can do nothing more for you from *retailers name*.

Not only is it poorly written they are basically just fobbing me off.

So my question is what are my rights? If I send it into the repair company again and it comes back with the same issues can I press the retail for a refund or replacement? It really is getting rediculus!

Thanks,

Mark

The retailer is the one who is legally obliged to sort any repairs/relacement/refund.

The problem is that you have to give them an opportunity to repair it at the first instance, something that hasn;t been done as you haven't gone to them to arrange any of the repairs. You could try pushing them to do further as an act of good will, but it is highly unlikely.

Can you not sell it on Ebay as a B grade product highlighting the fault and seeing how much you get for it?

Speed

OlliesDad wrote: »

The retailer is the one who is legally obliged to sort any repairs/relacement/refund.

The problem is that you have to give them an opportunity to repair it at the first instance, something that hasn;t been done as you haven't gone to them to arrange any of the repairs. You could try pushing them to do further as an act of good will, but it is highly unlikely.

Can you not sell it on Ebay as a B grade product highlighting the fault and seeing how much you get for it?

When the fault first appeared I was told by the retailer to go through the repair centre to get it fixed. I'm not sure what else I could of done. It's very common to go through the manufacturer when you have faults with computer parts.

As for selling it as faulty on eBay, I don't really want to make a loss on something that never worked right from purchase.

ABH_3

Speed wrote: »

When the fault first appeared I was told by the retailer to go through the repair centre to get it fixed. I'm not sure what else I could of done. It's very common to go through the manufacturer when you have faults with computer parts.

As for selling it as faulty on eBay, I don't really want to make a loss on something that never worked right from purchase.

Even though it was 'B Grade' it's still got to be of merchantable quality and fit for the purpose for which it was sold. You could also suggest that what with their lack lustre treatment of the monitor in question they are more than aware of its problems, infact they've gone as far as contributing to them by not honouring the duty of care that one would expect from a company that repairs products.

I would write a letter rejecting the monitor, you've already allowed their representatives to attempt to repair the monitor and they've just made the situation worse. On the basis that you don't have any faith in the company being able to provide a satisfactory repair, you would wish to reject the item and acquire a refund. You can read more about it here: http://www.consumerdirect.gov.uk/after_you_buy/making-complaint/template-letters/sale_of_goods_act/

HTH

Speed

ABH wrote: »

Even though it was 'B Grade' it's still got to be of merchantable quality and fit for the purpose for which it was sold. You could also suggest that what with their lack lustre treatment of the monitor in question they are more than aware of its problems, infact they've gone as far as contributing to them by not honouring the duty of care that one would expect from a company that repairs products.

I would write a letter rejecting the monitor, you've already allowed their representatives to attempt to repair the monitor and they've just made the situation worse. On the basis that you don't have any faith in the company being able to provide a satisfactory repair, you would wish to reject the item and acquire a refund. You can read more about it here: http://www.consumerdirect.gov.uk/after_you_buy/making-complaint/template-letters/sale_of_goods_act/

HTH

Thanks, I'll take a look at that!