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

bod1467

Return Merchandise Authorisation

WhiteOwl

Flyboy152 wrote: »

You still need to explain what is RMA.

A Return Merchandise Authorization (RMA, sometimes Return Merchandise Agreement or Goods Return Authorization) is a transaction whereby the recipient of a product arranges to return goods to the supplier to have the product repaired or replaced or in order to receive a refund or credit for another product from the same retailer or corporation within the product's warranty period. The RMA process and the issuance of an RMA is a key gatekeeping moment in the Reverse Logistics cycle.This term is highly used in the electronics industry as a part of service agreement according to which the customer returns the product back to the company and get a new or repaired product back, generally with an additional warranty on the returned product.

Esqui

I think this hinges on why Asus will not accept it back. Did you have to register for the 3 year warranty and have not done so? Does the 3 year warranty not count for items bought from certain retailers?

WhiteOwl

Esqui wrote: »

I think this hinges on why Asus will not accept it back. Did you have to register for the 3 year warranty and have not done so? Does the 3 year warranty not count for items bought from certain retailers?

You bring up a good point thank you. I will ask them for the specific reason why they cannot help me. But from what I have gathered so far they are telling me only the retailer can help me.

wealdroam

WhiteOwl wrote: »

You bring up a good point thank you. I will ask them for the specific reason why they cannot help me. But from what I have gathered so far they are telling me only the retailer can help me.

'Cannot' is the wrong word here.
Of course the manufacturer can help you if he wants to.

As you say, you need to find out why they are unwilling to deal with you.

Under your statutory rights, only the seller is obliged to help you.

You have no statutory rights against/with the manufacturer... only contractual rights... and then only if you have agreed and followed their procedures.

WhiteOwl

wealdroam wrote: »

'Cannot' is the wrong word here.
Of course the manufacturer can help you if he wants to.

As you say, you need to find out why they are unwilling to deal with you.

Under your statutory rights, only the seller is obliged to help you.

You have no statutory rights against/with the manufacturer... only contractual rights... and then only if you have agreed and followed their procedures.

Alright but if what you say is true then a 3 year warranty could possibly be a 1 year warranty?

Example - 12 months are up and then the retailer tells you to go to the manufacturer because apparently that's perfectly legal. Then the manufacturer has the right to refuse any warranty cover if they choose to do so?

That doesn't seem very fair to list it as 3 years if they do that. Surely there has to be a legal issue with it, how could they get away with it?

wealdroam

WhiteOwl wrote: »

Example - 12 months are up and then the retailer tells you to go to the manufacturer because apparently that's perfectly legal.

Not sure how you came to that conclusion.

Have you read MSE's Consumer rights article?
You will find a lot of it useful, particularly the bit where it says...

There's another piece of legislation called the Limitations Act (it's the Prescription and Limitation Act in Scotland) that can help you out.

You have up to six years after you bought a good to complain
(In Scotland, it's five years after you first realised there was a problem)

This comes in handy if you buy goods, but don't use them for a few months or if something breaks after the six month rule and the fault was likely to have been there all along. Yet the longer it's been and the less durable the item, the harder it'll be to fight for a full refund.

WhiteOwl wrote: »

Then the manufacturer has the right to refuse any warranty cover if they choose to do so?

Of course not.
But because any warranty the manufacturer offers is in addition to your statutory rights, then you have to adhere to the conditions that the manufacturer has imposed.
Remember, no manufacturer has to provide any warranty.

WhiteOwl wrote: »

That doesn't seem very fair to list it as 3 years if they do that. Surely there has to be a legal issue with it, how could they get away with it?

Yes, they are legally obliged to provide whatever warranty has been agreed.


You really need to be clear whether you are looking for a remedy under the manufacturer's warranty or the Sale of Goods Act.

WhiteOwl

wealdroam wrote: »

Not sure how you came to that conclusion.

Have you read?
You will find a lot of it useful, particularly the bit where it says...


Of course not.
But because any warranty the manufacturer offers is in addition to your statutory rights, then you have to adhere to the conditions that the manufacturer has imposed.
Remember, no manufacturer has to provide any warranty.


Yes, they are legally obliged to provide whatever warranty has been agreed.


You really need to be clear whether you are looking for a remedy under the manufacturer's warranty or the Sale of Goods Act.

Thanks for the reply, I appreciate it. I must have misunderstood your first post because I thought I was doomed! Maybe I still am?

I am looking for any remedy, so knowing both would be the best option.

Zandoni

You are not alone http://www.pcadvisor.co.uk/forums/2/consumerwatch/4083851/asus-3-year-motherboard-warranty-not-recognised-by-pc-world/

Leo2020

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?

Have they said why the retailer should be dealing with it? It could be the manufacturer has a deal with Overclockers to deal with warranty repairs, if so Overclockers should be dealing with it. However, normally any manufacturer warranty claims are dealt with directly with the manufacturer. But this is not always the case, I know of one printer manufacturer, can't remember which one, which will only deal with retailers. This means you have to take products back to the shop you bought it from for them to send it away.

If I was in your shoes I would be asking Asus why Overclockers need to deal with it and what the procedure is. It could be that Overclockers just need reminding what the procedure is.

If they decide that your not covered (for example as mentioned before you haven't abided by the terms of the 3 year warranty) then you can go down the SOGA route.

The Sale of Goods Act covers you for up to 6 years from purchase for faulty goods. This does not mean that a product should last 6 years but that is the maximum amount of time you have to claim.

When making a claim under SOGA you need to deal with the retailer, in this case Overclockers. Overclockers however might ask for proof from you that the soundcard was inherently faulty. And you may or may not be able to prove this. After the first 6 months of purchase the burden of proof is on you.