Faulty item 15 months into 24 month warranty

Sponge

I bought a NAS in March 2009 and it came with a manufacturer's 2 year warranty. The product page on the retailers website confirms this and states it's a RTB warranty, i.e. I send it to them.

It developed a fault recently and I raised an esupport ticket with the manufacturer to try and fix it. After emailing them various logs and allowing them remote access to the device, they concluded it was a hardware fault and requested it's return. They suggested either returning it directly to them, in the Netherlands, or to the retailer, in the UK. As you can imagine, to return it to the NL with adequate insurance is going to cost considerably more than returning it to the retailer.

I contacted the retailer and explained the situation. At first they said I should return it to them, then they would send it to the manufacturer. After repair/replacement, the manufacturer would return it to the retailer and thence to me. The retailer did admit that going direct might be quicker.

I suggested a compromise - we share the cost of me sending it directly to the NL. We'd all benefit, in both time and money. They responded by saying they'd arrange for their courier to collect it from my home and take it direct to the manufacturers. I was happy with this, so agreed.

I raised an RMA with the maufacturer and forwarded the details to the retailer. Yesterday they replied saying they'd changed their mind (they said CityLink won't deliver to the NL) and I have to return it to them. They have not said whether the NAS will ever reach the manufacturers.

My first question is - assuming they don't collect it themselves and that they have the skills and equipment to find a fault (I doubt this), should the retailer reimburse my return costs? They'll be in the region of £22.

My other worry is that they are unable to find a fault in such a device due to lack of skills/training/equipment and demand payment for the return of the (still faulty) goods. The manufacturer have already told me that they will not charge me anything, for labour, parts, or return shipping. I just have to cover the cost of sending it to them in the NL.

I want to keep my return costs to the minimum, but I also want the best service with fewer potential pitfalls.

derrick

Sponge wrote: »

I bought a NAS in March 2009 and it came with a manufacturer's 2 year warranty. The product page on the retailers website confirms this and states it's a RTB warranty, i.e. I send it to them.

It developed a fault recently and I raised an esupport ticket with the manufacturer to try and fix it. After emailing them various logs and allowing them remote access to the device, they concluded it was a hardware fault and requested it's return. They suggested either returning it directly to them, in the Netherlands, or to the retailer, in the UK. As you can imagine, to return it to the NL with adequate insurance is going to cost considerably more than returning it to the retailer.

I contacted the retailer and explained the situation. At first they said I should return it to them, then they would send it to the manufacturer. After repair/replacement, the manufacturer would return it to the retailer and thence to me. The retailer did admit that going direct might be quicker.

I suggested a compromise - we share the cost of me sending it directly to the NL. We'd all benefit, in both time and money. They responded by saying they'd arrange for their courier to collect it from my home and take it direct to the manufacturers. I was happy with this, so agreed.

I raised an RMA with the maufacturer and forwarded the details to the retailer. Yesterday they replied saying they'd changed their mind (they said CityLink won't deliver to the NL) and I have to return it to them. They have not said whether the NAS will ever reach the manufacturers.

My first question is - assuming they don't collect it themselves and that they have the skills and equipment to find a fault (I doubt this), should the retailer reimburse my return costs? They'll be in the region of £22.

My other worry is that they are unable to find a fault in such a device due to lack of skills/training/equipment and demand payment for the return of the (still faulty) goods. The manufacturer have already told me that they will not charge me anything, for labour, parts, or return shipping. I just have to cover the cost of sending it to them in the NL.

I want to keep my return costs to the minimum, but I also want the best service with fewer potential pitfalls.

Down to the retailer under SoGA, don't let them fob you off.

Retailer liable for costs of faulty products.

SoGA;- (my highlighting)

PART 5A
(2) If the buyer requires the seller to repair or replace the goods, the seller must—

(a) repair or, as the case may be, replace the goods within a reasonable time but without causing significant inconvenience to the buyer;

(b) bear any necessary costs incurred in doing so (including in particular the cost of any labour, materials or postage).




.

hairy_g

Sponge wrote: »

Yesterday they replied saying they'd changed their mind (they said CityLink won't deliver to the NL) and I have to return it to them. They have not said whether the NAS will ever reach the manufacturers.

.

Citylink do deliver to NL:
http://www.city-link.co.uk/delivery-services/international/International%20Tariff%20Leaflet%202010.pdf

It says so on page two.