Ebuyer product replacement - faulty motherboard

mattastic

HI folks,

I built my own PC a few months ago, from a bundle I got from EBuyer. Everything was ok apart from the RAM slot on the motherboard - the RAM slot has never worked from day one, I sent the motherboard back to get a replacement, but ebuyer are saying the pins are bent on the CPU and their not going to replace it, as they said its accidental damage which isnt covered by their 30 day gurantee.

I've fitted a few CPU's in my time and never had the problem before. Are ebuyer just saying that to avoid replacing it do you think?

Their reply to me is:

"While investigating the return of the faulty motherboard we have found that
a few of the pins on the CPU socket have been bent. Due the board being
used and the amount of time you have had the board this would not be
covered under the warranty. This unfortunately would be classed as
accidental and would not be covered."

I understand the 30 days are up for accidental cover, but I expected to get a replacement either way, as the mothervoard has never been working from day one. Expecially as bent pins on the CPU are nothing to do with a faulty RAM slot which was the original problem.

From my point of view, it still works but obviously I'd like a fully working motherboard.

Is there a way I can argue to get a replacement from ebuyer?

Any thoughts very much appreciated.

Thanks

neilmcl

Difficult one as it'll be down to you to prove that you didn't cause the damage to the CPU socket.

mattastic

Thanks for the reply neilmcl.

Well I dont know how I could do that one.

I feel a bit miffed as the CPU slot has nothing to do with the RAMM, it could stop it from being detected, but not actually working. The damage to the pins must be minimal really, yet they say they dont want to send me a replacement, I've given them loads of business inb the past too.

Perhaps I could send it back to the manfacturer rather that ebuyer?

mattastic

Quick update....

Just posted on the gigabyte forums, the manufacturer of my motherboard, asking if they could replace it, they said the following:

"you should be able to depending on where you purchased it from. Usually a faulty product should be returned to the place of purchase during the first 12 months for a replacement or repair. You will need to contact the seller to arrange an RMA before you send it back though."

Is it worth pursuing? Should I explain my problem with ebuyer to them, that they wont replace it?

Thanks again

lakestar

It's worth pursuing, but be prepared for a bit of a battle. I'm amazed they allowed you to send it back to them - they usually just reject the RMA and tell you to contact the manufacturer. Lots of online retailers do this, but if your goods are within warranty, your first - and only - port of call should be the supplier. It should be them who deals with the manufacturer, not you.

mattastic

Thanks for your reply.

Ebuyer supplied me with the motherboard, but they wont replace it because they say its accidental damage and its older than 30days !!?!?!?? They said nothing about going back to the manufacturer.

I've sent a few emails to ebuyer and they're having none of it.

What do you think I should do? Just send it back to the manufacturer? What if they ask about the supplier, shall I just tell the truth and say ebuyer wouldnt replace it?

Thanks again

lakestar

Retailers hate warranties - if you send the faulty goods back to them, they then have to arrange the repair, or replace your goods and return the faulty ones to the manufacturer, so they prefer to take the easy option of passing all the cost and hassle of dealing with the manufacturer on to you, or simply telling you there's nothing they can do and hoping you'll give up, write it off and buy a new one.

As I understand it, according to the Sale Of Goods Act 1979, if goods are faulty within the first six months from when you purchased them, then it is presumed that the goods were faulty when sold. It is up to the trader (Ebuyer) to prove that they weren't.

From what you say (and my experiences of Ebuyer), it sounds like they are trying to avoid sending you a replacement. Keep on at them, but if they refuse to budge, then you have to consider whether it's worth taking action against them (this can get quite costly).

You could try the manufacturer directly - I have found some in the past to be extremely helpful, but you will almost certainly receive a refurbished second hand board as a replacement.

I'm sorry to say there is no quick & easy option - once they've got your money, they're not interested. Like I said earlier, expect a battle and get some independent advice on the SOGA. Many people don't realise their rights regarding faulty goods, and the retailers take full advantage of this. Also, do not use abusive language at them - that's the quickest way to ensure your complaint gets ignored.

mattastic

Thanks lakestar, thats really helpful, I'll keep onto them and let them know how I get on.

MeanSnark

What do bent pins on the CPU have to do with the motherboard? It's the motherboard you're RMA'ing not the CPU.

Zandoni

Is it an Intel CPU board, if so did you attach the plastic cover before returning?