Warranty - Do I blame the retailer or manufacturer? Both refuse to offer RMA

WhiteOwl

I have a problem and I am hoping this useful forum can help me out with legal advise. I am in a situation were both the retailer and manufacturer are refusing to offer any warranty service for a product I purchased.

The product I purchased is an ASUS sound card, it comes with a 3 year manufacturer warranty. I emailed the manufacturer first like I normally do to for RMA issues but they told me to contact the retailer, in this case its Overclockers.co.uk. I contacted Overclockers and they told me to contact the manufacturer since they only offer a 1 year warranty, after 1 year they say its up to the manufacturer.

I get back in touch with ASUS the manufacturer and they say there is nothing they can do, I have to go to the retailer for exchanges. I get back in touch with Overclockers with the laws ASUS have given me, the Sales of Good Act and Overclockers still refuse to offer any exchanges.

What am I meant to do now? Both the retailer and the manufacturer are saying they are not responsible.

Do I have any laws to use against them?

Thank you for taking the time to read my post, hopefully you can help me

fluffnutter

What's RMA? And what's actually happened? When did you buy this sound card and what's gone wrong with it (and when?)

texranger

WhiteOwl wrote: »

I have a problem and I am hoping this useful forum can help me out with legal advise. I am in a situation were both the retailer and manufacturer are refusing to offer any warranty service for a product I purchased.

The product I purchased is an ASUS sound card, it comes with a 3 year manufacturer warranty. I emailed the manufacturer first like I normally do to for RMA issues but they told me to contact the retailer, in this case its Overclockers.co.uk. I contacted Overclockers and they told me to contact the manufacturer since they only offer a 1 year warranty, after 1 year they say its up to the manufacturer.

I get back in touch with ASUS the manufacturer and they say there is nothing they can do, I have to go to the retailer for exchanges. I get back in touch with Overclockers with the laws ASUS have given me, the Sales of Good Act and Overclockers still refuse to offer any exchanges.

What am I meant to do now? Both the retailer and the manufacturer are saying they are not responsible.

Do I have any laws to use against them?

Thank you for taking the time to read my post, hopefully you can help me

a 3 yr manufacturers warranty is infact 2 yrs as you lose the 1st yr with the 12 mth warranty .

after the 1st yrs then it is the manufatcurer warranty, but this must be carried out through the retailer, so you take it to ther retailer who will them send it to the manufacturer

but for a sound card after 1 yr i would be thinking of replacing it anyway for a updated card, even so the price of sound cards i would just replace rather than go the warranty root, as you send it off under warranty what do you do for a SC for your PC

WhiteOwl

fluffnutter wrote: »

What's RMA? And what's actually happened? When did you buy this sound card and what's gone wrong with it (and when?)

RMA is when you send the card to them and they repair/replace it. The reason I would like RMA is because the sound card has broken, no audio comes out the speaker jack. I purchased the card in June 2009 and the card broke about 1 week ago.

WhiteOwl

a 3 yr manufacturers warranty is infact 2 yrs as you lose the 1st yr with the 12 mth warranty .

after the 1st yrs then it is the manufatcurer warranty, but this must be carried out through the retailer, so you take it to ther retailer who will them send it to the manufacturer

but for a sound card after 1 yr i would be thinking of replacing it anyway for a updated card, even so the price of sound cards i would just replace rather than go the warranty root, as you send it off under warranty what do you do for a SC for your PC

Thanks for the reply, but the retailer is refusing to offer any help saying I must go to the manufacture.

Just to add I would rather not give up and buy a new one because the sound card that is broken is very good, in fact its still one of the best on the market today.

Was going to post a link to the sound card but I am not allowed but its the Xonar D2 (£80-90) if you want to check it out, its really good.

As of right now I am using my on-board sound card, for those who dont know much about computers its basically the sound card that comes with all computers on the motherboard but isn't as good as dedicated sound cards

Leo2020

As Overclockers only offer a 1 year warranty and the manufacturer 3 then they are right to refer you to the manufacturer after the first 12 months. Unless you want to claim under SOGA with Overclockers. However, under SOGA, as the sound card is over 6 months old then the burden of proof is on you. This means that you would need to provide evidence that the fault was inherent at the time of purchase (this can be easier said then done).

Flyboy152

texranger wrote: »

a 3 yr manufacturers warranty is infact 2 yrs as you lose the 1st yr with the 12 mth warranty .

after the 1st yrs then it is the manufatcurer warranty, but this must be carried out through the retailer, so you take it to ther retailer who will them send it to the manufacturer

but for a sound card after 1 yr i would be thinking of replacing it anyway for a updated card, even so the price of sound cards i would just replace rather than go the warranty root, as you send it off under warranty what do you do for a SC for your PC

I think you are going to have to explain that a bit more, as it doesn't seem to make much sense.

WhiteOwl

Leo2020 wrote: »

As Overclockers only offer a 1 year warranty and the manufacturer 3 then they are right to refer you to the manufacturer after the first 12 months. Unless you want to claim under SOGA with Overclockers. However, under SOGA, as the sound card is over 6 months old then the burden of proof is on you. This means that you would need to provide evidence that the fault was inherent at the time of purchase (this can be easier said then done).

Alright thank you. Can I use anything against the manufacturer to force them to give me cover since they offer a 3 year warranty and its been over 12 months for the retailer?

wealdroam

WhiteOwl wrote: »

Alright thank you. Can I use anything against the manufacturer to force them to give me cover since they offer a 3 year warranty and its been over 12 months for the retailer?

Anything in a manufacturer's warranty is in addition to your statutory rights.

The only way to force the manufacturer to do the right thing is to follow the terms of the warranty.

Do you have a copy of the manufacturer's warranty agreement?
You need to follow their prescribed process.

WhiteOwl

wealdroam wrote: »

Anything in a manufacturer's warranty is in addition to your statutory rights.

The only way to force the manufacturer to do the right thing is to follow the terms of the warranty.

Do you have a copy of the manufacturer's warranty agreement?
You need to follow their prescribed process.

What do you mean by in addition to my statutory rights? Does that mean they are in the wrong to refuse me any cover?

I have read it and it doesn't outline how to claim, I used the RMA form on their website to make them aware my sound card is broke and requested a repair but they refuse to do it.

Honestly I have never had a problem like this before, normally the manufacturer will always cooperate with me when it comes to RMA's. But I have never had both the retailer and the manufacturer refuse to help me.

There has to be something I can use against them it cannot be right.

Flyboy152

You still need to explain what is RMA.