Netbook stopped working, company trying to direct me to manufacturers to sort it?

renovation.girl

I bought a netbook online just under a year ago. It stopped working. I have contacted the company who sold it to me and they insist that I should go to the manufacturers to sort it out. Surely this can't be right?

vikingaero

Depends on what you want?:

(1) A refund? - then they are possibly trying it on.

(2) A repair? - then you'll send it to the retailer who may dither with it for a week or so and who will send it to the manufacturer, who may repair or replace it and will send it back to the retailer who may dither before sending it back to you. In this case you may as well deal direct with the manufacturer.

renovation.girl

vikingaero wrote: »

Depends on what you want?:

(1) A refund? - then they are possibly trying it on.

(2) A repair? - then you'll send it to the retailer who may dither with it for a week or so and who will send it to the manufacturer, who may repair or replace it and will send it back to the retailer who may dither before sending it back to you. In this case you may as well deal direct with the manufacturer.

I have asked for a refund. Should I just send it to them with a covering letter?

unholyangel

renovation.girl wrote: »

I have asked for a refund. Should I just send it to them with a covering letter?

I'm not saying its impossible, but it is highly improbable for a manufacturer to issue a refund.

The remedy should be provided by the retailer. You can request one remedy over another (repair, replace, refund) but the retailer can refuse if it is disproportionately costly. Plus you should take into account that if they do agree to a refund, it can be partial to take into account use you have had of the item.

renovation.girl

unholyangel wrote: »

I'm not saying its impossible, but it is highly improbable for a manufacturer to issue a refund.

The remedy should be provided by the retailer. You can request one remedy over another (repair, replace, refund) but the retailer can refuse if it is disproportionately costly. Plus you should take into account that if they do agree to a refund, it can be partial to take into account use you have had of the item.

Makes you wonder why items come with a warranty really lol. Thanks

bod1467

Warranties are (usually) provided by the manufacturer not the retailer. So if you are looking for redress under the warranty then dealing with the manufacturer is not that unreasonable. Any refund though would be via the retailer, and as said before may be reduced to account for your usage.

timbstoke

renovation.girl wrote: »

I have asked for a refund. Should I just send it to them with a covering letter?

Unfortunately, that's not your right. You're entitled to a repair, refund or replacement at the sellers choice. Not yours. The fact that they're referring you to the manufacturer suggests that they're only going to offer a repair.

ses6jwg

If you bought the item more than 6 months ago, and the item is still in its manufacturers warranty i.e. not an extended one offered by the seller, it is often quicker to go via the manufacturer themselves.

That is what I did recently when the screen went on my Packard Bell netbook I bought via Amazon. I didn't even involve Amazon at all, just rang Packard Bell customer services, quoted my serial number and they arranged a repair as it was still inside the 12 month warranty.

unholyangel

ses6jwg wrote: »

If you bought the item more than 6 months ago, and the item is still in its manufacturers warranty i.e. not an extended one offered by the seller, it is often quicker to go via the manufacturer themselves.

That is what I did recently when the screen went on my Packard Bell netbook I bought via Amazon. I didn't even involve Amazon at all, just rang Packard Bell customer services, quoted my serial number and they arranged a repair as it was still inside the 12 month warranty.

But the OP wants a refund......

michaelvintner

renovation.girl wrote: »

I bought a netbook online just under a year ago. It stopped working. I have contacted the company who sold it to me and they insist that I should go to the manufacturers to sort it out. Surely this can't be right?

How has it stopped working. Is it hardware or software related. If it is software related it may be fairly easy to get it working again. Post on the Techie stuff Board.

Generally if it turns on but will not load the operating system or do what it is supposed to do it will be software related.

If it is not turning on at all it will be hardware related.

Mind you the company that sold it to you should have asked you these questions in the first place.

ses6jwg

unholyangel wrote: »

But the OP wants a refund......

They have no legal right to a refund.