Refurbished Laptop Sold as New

fluffysheep

I was hoping for some advice (and potentially to give a warning to others). I purchased a laptop from the "techfurb" eBay store (now called Currys/PC world outlet store I believe) in October which was described as new with a 12 month warranty. I've been very happy with it but it's now stopped working. I contacted the seller and was told to pursue it with the manufacturer, which I thought unusual to start with.

The manufacturer (ASUS) eventually suggested I seek a repair under warranty. When I filled in the online form, I was told it was a refurbished unit and there was no warranty.

I've contacted the seller and ASUS again to get confirmation. Presuming this wasn't a mistake by ASUS, it seems I have been missold a refurbished laptop as a new unit. What can I do about this? I assume that the seller will now need to offer a refund?

I'm not at all impressed by this "mistake" by the seller. If I wanted a refurbished laptop, I would have bought one (much cheaper no doubt). The time I've spent trying to resolve this, the time I've spent with no laptop, the data loss etc., may well have been lost anyway if it had been a new unit but I'd probably have expected more than 5 months out of it.

geordieracer

I think your first step would be with Ebay themselves but im not sure if your outside of the time limit for opening a dispute.. Take this to the ebay board for more advice.

BM-AK

I have bought a laptop from there before which was listed as new (which it was i beleive as was manufacterer sealed all round the box).

When I questioned them regarding warranty they told me its warrantied for 1 year directly with Currys/PC World Outlet. They also list this very clearly on their ebay page and all items. I would ask them again as I emailed them before buying to confirm and they confirmed that whilst the manufacterer will repair it for brand new items, i can also pursue it with them directly if needs be within the 1 year period.

AirCooledHeaven

I don't think you'll have any luck with ebay or paypal as you only have 45 days to file a claim from the date of transaction for items 'significantly not as described'.

I think you'll find that laptops that have been officially 'manufacturer refurbished' will be supplied with a 3 months manufacturers warranty, this is why Asus won't help.

I think your only recourse is direct with the seller if you have an invoice or other paperwork that clearly states it's new (or clearly not refurbished). If they won't repair it then it sounds like you have grounds to issue a claim against them in the small claims court.

fluffysheep

BM-AK wrote: »

I have bought a laptop from there before which was listed as new (which it was i beleive as was manufacterer sealed all round the box).

When I questioned them regarding warranty they told me its warrantied for 1 year directly with Currys/PC World Outlet. They also list this very clearly on their ebay page and all items. I would ask them again as I emailed them before buying to confirm and they confirmed that whilst the manufacterer will repair it for brand new items, i can also pursue it with them directly if needs be within the 1 year period.

Mine was also fully sealed and I certainly didn't think it was refurbished until ASUS have told me they already repaired it. Perhaps you should check to make sure it's not a similar story for yours.

As I said, I contacted the seller first but was told to speak to the manufacturer as the sellers "do not have the facilities to repair laptops". I presume the seller will now offer a full refund, but it doesn't exactly compensate for being missold an item and the resultant hassle.

Niv

I think the devil is in the detail here (possibly). Was the laptop sold as 'new' or 'as new'. As new meaning technically second hand but in very good condition. If it was sold 'as new' then I dont see it as being mis-sold but more that the buyer was unaware of the meaning of the term/ misinterpreted it.

For example I have sold a few cd's recently 'as new' staing that they have been used a few times and are in new like condition.

If possible can you find the auction you bought the laptop from to clarify how it was sold?

I do believe this 'as new' term could potentially cause confusion as 'new' is in the description.

I am in no way assuming the OP misread the auction but I thought it was worth mentioning.

Niv

fluffysheep

AirCooledHeaven wrote: »

I don't think you'll have any luck with ebay or paypal as you only have 45 days to file a claim from the date of transaction for items 'significantly not as described'.

Thanks for the advice, I'll need to pursue it directly with the seller then.

AirCooledHeaven wrote: »

I think you'll find that laptops that have been officially 'manufacturer refurbished' will be supplied with a 3 months manufacturers warranty, this is why Asus won't help.

I understand why Asus won't help. The issue is that it was described as "brand new" when I purchased.

AirCooledHeaven wrote: »

I think your only recourse is direct with the seller if you have an invoice or other paperwork that clearly states it's new (or clearly not refurbished). If they won't repair it then it sounds like you have grounds to issue a claim against them in the small claims court.

It was definitely "new". Hopefully the small claims court won't be required as I'm hoping the seller will offer a full refund.

aarrgghh

Techfurb! Think there's a clue there, and you trusted Curry's. The're the people that sell £1 usb lead for £15 after telling you the old lead of your printer wouldn't work even though it would, it did and it was exactly the same lead. You might as well buy from a car boot sale as shop there unless you know exactly what you are getting.

fluffysheep

aarrgghh wrote: »

Techfurb! Think there's a clue there, and you trusted Curry's. The're the people that sell £1 usb lead for £15 after telling you the old lead of your printer wouldn't work even though it would, it did and it was exactly the same lead. You might as well buy from a car boot sale as shop there unless you know exactly what you are getting.

The Techfurb eBay store sold a number of refurbished items and a number of items described "new". I can assure you this item was described as a "brand-new, unused, unopened and undamaged item in original retail packaging", regardless of the name of the store. Well spotted though!!

I understand how to buy a printer cable and understand the reputation of Currys but was comfortable with making this purchase. The item was described quite clearly "new" so I thought I did know what I was getting.

AirCooledHeaven

fluffysheep wrote: »

The Techfurb eBay store sold a number of refurbished items and a number of items described "new". I can assure you this item was described as a "brand-new, unused, unopened and undamaged item in original retail packaging", regardless of the name of the store. Well spotted though!!

I understand how to buy a printer cable and understand the reputation of Currys but was comfortable with making this purchase. The item was described quite clearly "new" so I thought I did know what I was getting.

The problem with currys/pcworld/dixons or any other dsg retail operation that I've missed, is that you always run the risk that if something goes wrong after purchase you will be completely on your own in a despair pit of frustration. I have been there. It's just not worth the upfront discount or any other offer... Anyway, good luck with it.