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

WhiteOwl

Leo2020 wrote: »

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.

I asked the manufacturer support for the reason they are not issuing me an RMA and they replyed with the following,

Dear Valued Customer,
Thank you for contacting ASUS Customer Service.
Unfortunately I'm a tech man , I don't know the exact reason. I have passed your case to our RMA in UK, but they said please send it to the place of purchase. For more information about it , you can call 0044-8701208340.

I have no idea what that number is but I am sure it would be costly to phone. After speaking with the manager of Overclockers he apologized and said his staff was misinformed about the warranty duration and said he will issue me an RMA but still hasn't done so as of yet.

All I can say is that the support ASUS and Overclockers offer is poor, at least in my experience and combining them together is a disaster.

bod1467

That number is 0870 1208340, or you can use 01442 202700.

http://www.saynoto0870.com/search.php