ASUS Tablet Warranty (Ebuyer)

lasrever

Hi thanks in advance for the guidance.

I bought an asus tablet from the website ebuyer around 8 months ago.

I left the tablet alone for a week. When I returned I charged it back up again and found that some lines had appeared on the screen. I also found that it would no longer connect to a PC.

I thought I should return it to ebuyer while my year guarantee was still valid. When i rang ebuyer they told me i must deal with ASUS direct. So I went through the process of RMA which was surprisingly speedy.

However when using their online monitoring of the service ASUS updated their website saying that these issues were "Waiting-[WF4] Wait for Customer Confirmation-Customer Induced Damage"

I believe at that point they were supposed to be sending me an email with an invoice for £60 which I had agreed to previously if they found the problems were through damaging the tablet. Obviously I have\had taken very good care of the tablet.

I now ring every two days and they just confirm my email with me and then say wait 48 hours. This has now happened 4 times and it seems I am getting nowhere with them.

Should this sort of issue be covered by the warranty? Do ebuyer bare any responsibility? Have i any recourse? Either of the problems I have had ASUS will apparently tell me its just my fault and will not fix them without charging for parts and labour. The 60 is just so that they will send me the tablet back.

Is there anything I can do? I feel out of control and helpless and I would just like the tablet back now providing it will connect to a pc\laptop.

Any help or advice is much appreciated

Matt

arcon5

Should this sort of issue be covered by the warranty?

Don't know - what is the actual fault? What does/doesn't your warranty cover?

Do ebuyer bare any responsibility? Have i any recourse?

The warranty and your rights under Sales of Goods Act are independent.

Under SoGA your rights are with the retailer, not the manufacturer. It may well be the retailer uses to manufacturer to repair goods which is fine but in this instance you dealt with the manufacturer based on the terms of the warranty rather than SoGA.

Although after 6 months the retailer can insist you provide proof that the fault was inherent, thus not 'customer damaged'. They should reimburse the cost of an independent report, but it's often easier to just cut them out - although in this instance it's clearly not worked out too well.

Either of the problems I have had ASUS will apparently tell me its just my fault and will not fix them without charging for parts and labour. The 60 is just so that they will send me the tablet back.

Find out what the fault is and dispute their results if necessary.

Perhaps do so in writing?

lasrever

arcon5 wrote: »

Don't know - what is the actual fault? What does/doesn't your warranty cover?



The warranty and your rights under Sales of Goods Act are independent.

Under SoGA your rights are with the retailer, not the manufacturer. It may well be the retailer uses to manufacturer to repair goods which is fine but in this instance you dealt with the manufacturer based on the terms of the warranty rather than SoGA.

Although after 6 months the retailer can insist you provide proof that the fault was inherent, thus not 'customer damaged'. They should reimburse the cost of an independent report, but it's often easier to just cut them out - although in this instance it's clearly not worked out too well.



Find out what the fault is and dispute their results if necessary.

Perhaps do so in writing?

Don't know - what is the actual fault? What does/doesn't your warranty cover?

I am sorry for being such an amateur but I dont actually know what is covered in their warranty. I assume my paper copy was in the box I returned to ASUS a few weeks ago. I actually thought warranties all covered the same stuff just complying with law and not different across manufacturers.

The actual fault is a thick line running across the screen that is visible when the screen displays black pixels. It does not stop the tablet from working but obscures the view of the picture. The other problem is connecting it to a PC. You should be able to connect it via a USB cable and treat it a little like a USB stick and put on music\video\files. PCs do not now recognise anything as being connected. I have tried this across multiple PCs.

Find out what the fault is and dispute their results if necessary.

Perhaps do so in writing?

I am having problems actually contacting the repair centre. Judging from the difficulties the call centre seems to have getting them to send an email it seems this is outsourced to another company (which is based in the Czech republic)

they have the tablet now. I will not be able to check with what the cause of the fault is until I pay ASUS £60 to return it as they will not accept liability for these issues.

lasrever

I have received the invoice from ASUS. They want to charge £230 for a replacement screen. This is unsatisfactory because I could buy a brand new tablet for a similar price. There is no mention of the other issues I sent for repair.

judging from my previous post and a description of the problems with the tablet would I be able to claim under the sales of goods act with ebuyer?

lasrever

I have spoken with ebuyer and they will let me send it back to them and if they cant repair it they will deal with asus themselves and im told i will not incur any charges. Im not sure its customary to update the thread with what happens but when i have been through that procedure ill return here to say whether or not i have been successful in having my faults repaired. Thanks to the user who replied.