Ebuyer refusing return on basis of missing accessories

vanp

Hi chaps, long time anonymous browser of the forums, I now have an issue that I could do with some advice on:

I purchased a computer motherboard 10-11 months ago from online retailer, Ebuyer. The motherboard was part of a PC build for my parents. The motherboard has failed, so I raised an RMA and was requested to return it (at my cost), which I did.

I'll put the chain of emails now as it will explain where I am with this issue right now:

Your RMA 1184468has now been received by the Ebuyer Returns Department and will be processed by one of our Technicians within 3 - 5 working days.

Kind Regards,

Ebuyer Returns Department

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Your RMA 1184468

Thank you for returning the above RMA item to Ebuyer.

In order for us to continue with the returns process, we require all parts of the item to be returned. Please send the missing I/O shield, clearly marked with your rma number to the below address within 7 days, as we are unable to proceed with the return without the complete unit.

Returns Department
Ebuyer (UK) Ltd
PO BOX 222
Howden
DN14 7UW

If you require any further assistance, please contact our Customer Support Team on 0871 521 3300 or you may contact me directly at resolutioncentre@ebuyer.com.

Kind Regards
Hayley
Resolution Team

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Hello Hayley,

I'm a bit confused as to why you need the IO shield to test and replace a faulty motherboard? I originally raised the RMA, then had to call up to progress the RMA, when I called, the guy I spoke to (sorry can't remember his name) , said to just send back the motherboard, which is what I have done. If I was asked to send anything else back I would have done. Please can you process this RMA without the piece of metal from the back of PC, I'm not even sure I have it anymore as the PC has been lying around broken for quite awhile.

Regards

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Thank you for your reply.

In the original email we state ‘Return the faulty/incorrect parts to us in their original state, including all cables, disks and manuals etc.`

This is as all items found faulty are returned to the manufacturer and we issue you with a replacement.

When returning to the manufacturer they can only accept back with all parts included.

I apologise for any annoyance or inconvenience caused.

Kind Regards
Hayley
Resolution Team

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Hi Hayley,

While I accept that it does indeed say that in the RMA email, it is clearly a generic email and I think you'd have to accept it would be unreasonable to request that everything comes back in exactly the same state it went out in. I have had the board for 11 months, I don't have the manual, I can't even remember what other accessories came with it. I certainly don't have the box and I cannot find the IO panel as the PC has been in bits and pieces for a few months now while I have been trying to troubleshoot why it wont start. The motherboard is the faulty item, and this is what I need replacing. I'm sorry but I don't have anything else to give you.

Regards

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Thank you for your reply.

Unfortunately the I/O shield is a vital part of the item you purchased and this needs to be returned to the manufacturer when we send the item back.

If this is not returned to the manufacturer they will not accept this as a return.

Also, the item need to be returned in full to us for us to accept your return.

I apologise for any annoyance caused by this.

Kind Regards
Hayley
Resolution Team

Where do I stand with this? Surely it isn't right that they are refusing to make amends on this faulty motherboard purely on the basis that it is missing a small metal plate (IO panel) - does this infringe on my consumer rights?

It's like buying a brand new £600 mobile phone only to be told that they wont fix/refund it because you forgot the usb cable it came with? It's insane - the motherboard is a component of a PC build for a family member and there was no need for me to keep the accessories that I didn't need, who keeps that sort of stuff 10 months down the line?! I've returned the item that was faulty, I just don't understand how a couple of accessories figure in this :mad:

Would be grateful if someone can come to my rescue and quote some relevant portion of the consumer rights act!

railbuff

If the IO panel was part of the item you ordered then yes you would need to return this also.

If you purchase a DVD player from a retailer and it went faulty then you would need to return everything with the item that was requested by the retailer/manufacturer, but not in original packaging.

Techhead_2

I don't think they will be able to come to.your rescue. You are claiming under the warranty, not the sale of goods act. It doesn't seem unreasonable for them to want the whole thing returned.

To make a claim under the sale of goods act you will need to prove there is an inherent fault and the goods should have lasted this long.

vanp

Hmm, not the replies I wanted - I guess I'll have to suck it up.

I really would have expected a motherboard to last longer than 10 months.

Luckily the motherboard wasn't massively expensive, so I wont be too much out of pocket, maybe I have a skewed way of thinking, but I still believe that this is wrong. The accessories are nothing to do with the issue with the motherboard, they can do nothing with them even if I had them to give back, they cant resell the board as it is knackered, it wont even power the PC on. It just smacks of an online retailer shafting the customer.

I've bought plenty of items from Ebuyer over the years and this is the first time I've had to return anything, I'd heard some horror stories about what they were like to deal with in this regard, but this has completely soured my experience of them. I'll vote with my feet.. goodbye!

Thanks for replies all

bris

Don't expect better service from any of the other big online computer retailers, I have tried them all and the only one so far who hasn't lost my custom is ebuyer believe it or not. But they are all good at taking the money, problems don't come about till you have a problem, then they are all the same.

mattyprice4004

So you threw away parts you didn't send back, and thought that was OK?
Of course you need to return everything you got in the box - that's common sense.

If they repair the motherboard and it's fit for resale, who would buy it without the backing plate?

Zandoni

Give them a ring and see if a friendly chat will change their minds.

vanp

mattyprice4004 wrote: »

So you threw away parts you didn't send back, and thought that was OK?
Of course you need to return everything you got in the box - that's common sense.

If they repair the motherboard and it's fit for resale, who would buy it without the backing plate?

I'm not sure if you've ever built a PC, but you get lots of little crap accessories with it, most of which you never end up using. I didn't chuck the IO plate as I had a use for it at the time, however over time, it has become misplaced - the rest is junk, a few cheap 10p cables no-one ever has a use for and maybe a small packet of screws.

It's unreasonable to expect someone to keep these (especially when the build was for someone else) for 10 months. Oh and they won't repair the motherboard, it was a cheap board and they will never bother to repair something like that when they are produced for a few quid, it's not cost effective.

I think what makes this worse is that I work in IT, so I have a clue when it comes to these things, so when you get fobbed off with idiot excuses as to why they cant replace the damn board, it rankles.

[Deleted User]

Another time all unused bits go in the box, box in the loft, job done, lesson learned maybe?

vanp

shrimper1 wrote: »

Another time all unused bits go in the box, box in the loft, job done, lesson learned maybe?

True, lesson learned, play by their stupid game!

For starters I'll see what old IO panel I can get hold of to send back in place of mine

deanos

have you looked on ebay for a cheap replacement cover thingy ?