Sent wrong goods but denied refund as claim had to be made within 10 days

ABramley

Hi,

I recently purchased a laptop on ebuyer - an Asus U500VZ.

The product arrived but the touchscreen didn't work. Stupidly, being a bit busy and also usually being able to figure things like this out by myself, especially as I started off by changing the default config of the laptop by deleting a lot of the startup items, I didn't flag this up straight away.

Having used the laptop for a while and not having had any success with my touchscreen issue, I finally found the reason - ebuyer had sent me a different model, an Asus U500V.

Upon realising this I contacted ebuyer, who stated that they were unable to help me as it was the 11th day since I received the laptop - I only had 10 days to flag it up to them for a return. They are unwilling to budge in any fashion on this matter.

In my conversation with Ebuyer, I requested that they sent me an email stating that I highlighted the issue today, and that they won't be able to help me as I raised the issue 1 day too late. I've received this and put it in a safe place. I also have the original invoice that clearly states Asus U500VZ.

Can anyone help me out with my rights here? I'm aware that the period of 'reflection' to return an unwanted product is 7 days. I can't believe that the period to return an incorrect product is only 10 days. Is this really the case?

What about raising a technical fault, in that the touchscreen that they sold me does not work (and isn't ever going to). Would I be entitled to a refund by this method?

I'd just like to state that I've been completely polite and (I feel) reasonable with ebuyer's representatives at all times.

Looking forward to your input!

(Edit - just to note that I've had a good read through the sticky posts up top and couldn't see anything that pertained exactly to my situation! Please just point me in the right direction if I've actually missed anything)

battleborn

They have to take it back if it is not what you ordered, they are trying it on.

Demand they change it or you will take legal steps against them.

tinkerbell28

If you were returning as you didn't want it then yes.

But because they mistakenly sent you an inferior model, they are having you on.

ABramley

Thought they might be.

So how best do I go about getting a refund? On the phone they refused point-blank to do anything.

Thanks!

tinkerbell28

Put it in writing first. If you still get no where if you paid via credit card, easier to go that route. If not letter before action.

battleborn

I agree with tinkerbell

ABramley

Thanks!

For writing, will an email do, or does it need to be pen and paper?

I paid by debit card - worth contacting my bank pre-emptively to see what help they can offer me?

visidigi

Write it first, try an email if that doesn't gain traction registered post a letter to them.

Reduce your use of the device to reduce the risk of damage whilst its under discussion.

MamaMoo_2

Just an FYI, under DSRs you have 7 WORKING days starting the day following delivery. With the recent bank holiday you may have notified them within the timeframe.
It's not the ideal solution as return costs may not be covered and you won't be refunded the original postage, but it's an avenue to pursue if they're being idiots.
Alternatively, send them a letter before action giving them say 7/14 days to rectify the issue. If they fail to do so, start small claims proceedings against them.

beeg0d

Also try making this post on the ebuyer forums. a little bit of public shaming on their own site may bring a speedy resolution.

https://forums.ebuyer.com/index.php

pmduk

Ebuyer CS is incredibly unreliable.