Faulty Laptop Refund/replacement

wealdroam

andyb4585 wrote: »

OP? Excuse my naiveity !

OP = Original Poster... i.e. you.

baza52

andyb4585 wrote: »

And if they say no? Where do I go from there?

You take the refund minus fair wear and tear and buy another machine.
Then you copy your backups to the new machine.
With the refund you could probably get the same model secondhand.

visidigi

who's the retailer?

andyb4585

I was trying to avoid naming them but it's Ebuyer. The latest correspondence I've got from them states that due to it being over 30 days means I don't get a choice in how the return is handled. Which is eidiculous if you ask me.

Esqui

Very. The partial refund is OK - £120 for 11 months use implies they expect the laptop would have a normal life of about 6 years (quite fair IMO). But the laptop is still yours until you have had the fault remedied in this way.

And there's a point - with a partial refund (in general cases), does the customer keep the goods, or must they be returned?

bris

Esqui wrote: »

And there's a point - with a partial refund (in general cases), does the customer keep the goods, or must they be returned?

The retailer keeps the goods, they are refuding the customer less reasonable use. In the ops case he gets £554.06 and the retailer trys to recover as much as they can from the manufacturer.

The point still remains though that no confirmation was had from the OP that he accepted this, so they should not have dispossed of it until it was confirmed. The OP holds the aces now if he wants to take it further.
I also think it was a fair offer though.

Esqui

bris wrote: »

The retailer keeps the goods, they are refuding the customer less reasonable use. In the ops case he gets £554.06 and the retailer trys to recover as much as they can from the manufacturer.

Fair enough, I know we just tend to offer a partial refund and let customers keep the goods, because the expense of going and collecting things that don't work and we'll have no hope of recovery on, is just too much.