Product faulty under warranty, ebuyer want to charge me for replacement!

Bar_Hunter

Hi,

As it says above; I bought a sat-nav which developed a fault under warranty.

Contacted the company and they agreed it should be returned.

Having sent it back, got an email on 6 August to say it would be replaced but was out of stock yet received another message saying it would be delivered on 10 August. Contacted them to clarify.

Company responded by saying they could not "source the item" and asked me to select an alternative, any "difference would be debited to me" (of course all their 'available' replacements actually cost more).

They then recommended a replacement...it was a refurbished item and I was told would cost me another £30 to upgrade after it was sent out (ie, buy the upgrade from the manufacturer) if I wanted the same level of maps and features that my original returned unit had.

Not only that, but their 'recommended' replacement too has since been out of stock.

More than 7 weeks have passed since the actual return, I identifed a replacement item from their website with like-for-like features, BUT they replied with the following...

I have looked into this for you and I can confirm that I am able to send the item to you, however unfortunately you would need to pay the difference in this as we would not class this as a like for like item.

Despite what ebuyer say above, the replacement item selected IS the cheapest and nearest brand (the item returned is discontinued) with the same quality and features.

Where do I stand with this one?

All help and advice appreciated.

TIA

pcombo

The way i see it is. You buy a 37" Elonox tv at £290 (very cheap), It developes a fault you send it back and pick a replacement i.e 37" sony TV. Would you say thats a like for like swap i think not.

Maybe you should pick something in the same level as your item or pay the difference.

Bar_Hunter

pcombo wrote: »

The way i see it is. You buy a 37" Elonox tv at £290 (very cheap), It developes a fault you send it back and pick a replacement i.e 37" sony TV. Would you say thats a like for like swap i think not.

Maybe you should pick something in the same level as your item or pay the difference.

I did exactly that.

I have selected a like-for-like item not only in terms of the price bracket, but also brand, features etc.

You could try READING what I wrote before jumping to the wrong conclusion.

97browng

Hi All,

I have just had the exact same issue as the above (I know this is an old post) and want to know if anyone can help.

I bought an item which came with a 1 year warranty (I know I am entitled to 2 years anyway) and the item developed a fault after a few month (only used it once).

I sent the item back and they agreed there is a fault and ordered a replacement for me. However as above they no longer stock the item. I have been told I can choose a replacement.

The only item which has the same features as the original is about £12 more expensive (which is lot as the original item only cost about £15). There is no other item on the site which does the same.

So I want to know what can I do, they are telling me to choose and item but I will have to pay extra for it. I am happy to have the exact same product, but they no longer stock it. Am I entitled to a refund if they cannot provide a suitable replacement or as I would prefer do they have to provide me with a replacement.

Help would be much appreciated.

Thanks
Gary

visidigi

97browng wrote: »

(I know I am entitled to 2 years anyway)

unless it has a 2 yr warranty you only have 1 yr offical warranty in the UK (the EU 2 yr does not apply in the UK and SOGA gives better protection anyway).

in regards to your problem have you asked for a refund or store credit?

tomwakefield

They have three options:

Repair
Replace
Refund

They have chosen not to repair it
They can't replace it (it is unreasonable for them to make you spend more with them to get your replacement, and you can't insist on them replacing it with a more expensive model)
So your only option is a full refund back to your card (or other payment method - don't get fobbed off with store credit)

arcon5

Don't forget they can deduct a reasonable amount from the refund to reflect the amount of use to-date.

bod1467

Does that only apply 6 months or more from receipt of goods? (That's my understanding - less than 6 months and it could be classed as a manufacturing defect hence usage does not matter; again as I understand - I may of course be talking !!!!!!!!).

arcon5

bod1467 wrote: »

Does that only apply 6 months or more from receipt of goods? (That's my understanding - less than 6 months and it could be classed as a manufacturing defect hence usage does not matter; again as I understand - I may of course be talking !!!!!!!!).

Maybe... I completely missed the new post and replied to the original op which looking again is veeery old