tablet sent for repair and come back in a different condition to which it was sent

kerrym1981

Hi Guys, can anyone advise me please.

my partner brought me a tablet from very.com 4/5weeks ago. it became unresponsive to touch and we contacted them and sent it for repair. it was sent in as new condition, the only wear shiwn was the small sticker to the bottom of the screen unpeeling slightly.


We have received it back today in a complete different condition to which it was sent. it now has numerous amounts of scratches to the touchscreen which vary in size from 1 to 3 inches. also the back of the tablet is showing numerous scratches some of which have gone through to the metal underneath.


we have contacted very.com /co.uk , who have apologized and offered us 10% off the price. They have said they will not replace it as there is not a manufacturing fault.


Should i be able top get a replacement or even a repair for the damage caused to the tablet while in their possession?

Leo2020

I'm a guessing that they are saying the lack of a manufacturing fault refers to the original problem with it. But what the original fault with it was (assuming software until you I know otherwise) is irrelevant.

Very have a duty of care to your product. But if this ended up in court a judge may see the offer of a 10% reduction in price as a reasonable offer. But if it was me I would press for a repair, replacement or a large discount. I wouldn't be happy with a load of scratches over a 4/5 week old tablet.

mattyprice4004

Did they accept they had done the damage when they offered you the 10%, or was it a goodwill gesture?

kerrym1981

This was their reply:-

[FONT=&quot]We are really sorry that you feel the way you have received the Tablet back is unsuitable, unfortunately you would not be able to return this as there are no Manufacturing Faults with the item. We can offer you 10% of the item, if you would like us to apply this now please let us know.
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[FONT=Calibri, sans-serif]ive wrote back saying that its not acceptable. that we sent the tablet to them in trust and it was damaged under their care. We have been reasonable with them and asked they send the tablet and repair the damage.[/FONT]
[FONT=Calibri, sans-serif]
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[FONT=Calibri, sans-serif]Again they have said this is not possible and as we would not accept the 10% off then we were to contact the directors office. We have now sent them a message and waiting until 9am when we can speak to someone on the phone.[/FONT]

kerrym1981

just looked at the repair centre report and there was a fault where the repair centre 'reseated and secured touch connection'.

Just had another look at the tablet and you can actually see where they have attempted to remove the back of the tablet. it looks as if they used a screwdriver and slipped. you can follow the path of the scratch.

visidigi

kerrym1981 wrote: »

just looked at the repair centre report and there was a fault where the repair centre 'reseated and secured touch connection'.

Just had another look at the tablet and you can actually see where they have attempted to remove the back of the tablet. it looks as if they used a screwdriver and slipped. you can follow the path of the scratch.

The item was cared for by you, it was damaged whilst in the hands of very.

Very don't need to replace it, but they do need to take it back and return it to the condition in which it was provided to them. How did you pay?

kerrym1981

My partner brought it on his very account on the take 3 option. (three eaqual payments over 3 months) so we are still paying for it.

bod1467

Does that mean Section 75 applies? (It sounds like a credit agreement to me, so I would think yes).

How much was the tablet? Was it £100 or more?

kerrym1981

not sure, will ask when he comes home. would the amount include postage or not?

kerrym1981

it was £99 plus 3.95 p&p

bod1467

Ah. No. Section 75 protection applies for purchases of £100 or more per item. So whilst your total was more, the item cost was less.