Foxsat PVR refund

choccyface2006

I bought a new Foxsat box from a company on Ebay last week, straight away we noticed the remote had a big crack across it, I emailed with a picture and called the seller but no reply so I messaged them and they said send it back which I was going to do this week.

Anyway, now we have had the box for a few days there are other problems with it. The lip sync is out on some channels and the bottom of the picture sometimes freezes, its also very slow to respond to remote control.

I have asked for details on how to return it for a refund and I was told to set it back to factory settings which we had already tried, again I said I just want a refund.

Now the seller has said they will only accept it back for a refund if its in new condition and all the accesories are still packaged and the unit uninstalled.

Well how can I test it if I don't un pack the box and accesories?

The box is not working as it should, the remote is cracked and I want a refund.

It says on the listing that the buyer is protected by distance selling regs so where do I stand? I can't just say goodbye to £210 or sell it on knowing its not right.

Thanks

Sarah

theonlywayisup

Don't waste any more time with the seller.

Open a case in Paypal, for SNAD.

Escalate it as soon as you can.

When they tell you to return it, use a tracked service (a courier with added insurance or speical delivery) and send the item back.

Once the tracking says delivered, attempted delivery or refusal, ring Paypal and they will close the case in your favour, granting you a full refund of your original payment.

You won't get the returns postage back.

Then, leave your dissatisfaction with feedback and stars that you find appropriate.

choccyface2006

Thank you so much, I have only had to send one item back before, years ago, so I wasn't sure of the process. I was really worried I was lumbered with a useless item and wouldn't get a refund!

Sarah

choccyface2006

Just a thought, the item wasn't incorrectly desribed, it just didn't work like it should, is this still a valid reason to send it back?

theonlywayisup

No you will be fine. You may open the case in Ebay but it can take a bit longer and be a bit more of a pfaff but you *might get your postage back from Ebay (not the seller).

If you do it by paypal it will be quicker and there won't be a postage reimbursement, but you should have your money sooner.

Whatever case you chose, don't close it.

choccyface2006

Thanks thats great!

art_for_arts_sake

choccyface2006 wrote: »

...Now the seller has said they will only accept it back for a refund if its in new condition and all the accesories are still packaged and the unit uninstalled.

Well how can I test it if I don't un pack the box and accesories?

The box is not working as it should, the remote is cracked and I want a refund...

The Unfair Terms in Consumer Contracts Regulations 1999 means that the seller can't demand the goods are unused or unpacked.

However, there have been a number of lip sync problems reported which aren't necessarily the fault of the PVR and may even be caused a delay in the TV processing a HD signal from the HDMI connection. I've never noticed it on my Humax box, personally. The freezing could just be a bad signal or connection and not a fault in the equipment. If you can, try hooking up to someone else's satellite dish and TV and check all your connections are tight, which may help you decide if either problem is being caused by your equipment. The seller won't want to be very helpful if that's the case, though Distance Selling Regulations mean he should still offer you a refund. At the very least I would be asking for a part refund or replacement of the remote. The original Humax remotes are quite expensive.