eBuyer.com Return - SOGA

D-MM

On March 29th 2012 I ordered a brand new notebook from eBuyer.com, which came the day after on March 30th 2012. I was extremely pleased with it as I'd gotten it on sale and for the spec I got I couldn't have got a better deal.

So, fast forward to this month and I've noticed the following issues have occurred:

• Cracking on the bezel around the screen;
• A screw is loose inside and rattling around when moving the notebook;
• It's overheating. Probably due to the weather but still shouldn't really be happening.

After contacting Fujitsu, I was advised that it would be a good idea to use SOGA to claim for an RMA on the product due to it being outside their warranty period. So, I did this and eBuyer contacted me stating that they're going to replace it as it seems it has developed some sort of fault due to a defect at the point of manufacture! I was impressed and thought that was that. Until I realised that this model of notebook is discontinued.

Now. The problem I'm sure I'm facing is as follows:

Since it's not possible to replace it with the same one, do eBuyer have to replace with similar specs or can they just give me whatever is best for the price I originally paid?

If they do decide to do this and I refuse the replacement on the grounds that it isn't as good as what I have now (yes, the specs are needed as I bought it for the purpose of multimedia and games so a lesser spec wouldn't be of any use) are they then allowed to offer a partial refund and if so how does this get worked out or is it up to them how they work it?

Sorry for the long post and apologies if it's a bit confusing but I hope I've made enough sense to get this straight in my head before I send it back!

P.S. The original price was £510.

D-MM

Devin_Shockwell

They should replace like for like so it should be an equal or better specification compared to you current laptop. If they offer an inferior laptop you certainly have good grounds to argue your case.

It's quite typical for ebuyer to use 6 years as a reasonable time for a product to function. A time that equals the validity of the Sale of Goods Act. So if they were to apply this equation to your situation I'd estimate a partial refund of almost £400. Typically offered as store credit but for this amount It'd be best to take it as a deposit to your real bank account!

D-MM

Devin_Shockwell wrote: »

They should replace like for like so it should be an equal or better specification compared to you current laptop. If they offer an inferior laptop you certainly have good grounds to argue your case.

It's quite typical for ebuyer to use 6 years as a reasonable time for a product to function. A time that equals the validity of the Sale of Goods Act. So if they were to apply this equation to your situation I'd estimate a partial refund of almost £400. Typically offered as store credit but for this amount It'd be best to take it as a deposit to your real bank account!

Thanks for the reply! I've had an email from the resolution team about it - they've informed me that if they cannot replace it and it cannot be repaired (suddenly decided that they might repair it, it seems) then they will be offering me a "proportionate refund to the price paid originally".

It's being collected tomorrow so I do hope they'll sort this out. To be honest, and it seems odd, I'm quite hoping they can't repair it and they'll refund me to the tune of around £400 as that way I can build myself a new PC. However, at this point I'll just be happy to have a functioning computer that does what I want it to do.

Thanks again!

D-MM

unholyangel

D-MM wrote: »

Thanks for the reply! I've had an email from the resolution team about it - they've informed me that if they cannot replace it and it cannot be repaired (suddenly decided that they might repair it, it seems) then they will be offering me a "proportionate refund to the price paid originally".

It's being collected tomorrow so I do hope they'll sort this out. To be honest, and it seems odd, I'm quite hoping they can't repair it and they'll refund me to the tune of around £400 as that way I can build myself a new PC. However, at this point I'll just be happy to have a functioning computer that does what I want it to do.

Thanks again!

D-MM

I wouldnt start imagining figures until you've received their first offer, then work from there. Sometimes they seriously lowball on partial refunds. I'd expect somewhere around the £200-300 for their opener. Of course they may only make one (and only one) offer but cross that bridge when you come to it.

D-MM

unholyangel wrote: »

I wouldnt start imagining figures until you've received their first offer, then work from there. Sometimes they seriously lowball on partial refunds. I'd expect somewhere around the £200-300 for their opener. Of course they may only make one (and only one) offer but cross that bridge when you come to it.

Thanks for the advice. I'd be disappointed with such a low offer, so fingers crossed they either repair it or are reasonable with their refund!

Devin_Shockwell

unholyangel wrote: »

I wouldnt start imagining figures until you've received their first offer, then work from there. Sometimes they seriously lowball on partial refunds. I'd expect somewhere around the £200-300 for their opener. Of course they may only make one (and only one) offer but cross that bridge when you come to it.

Nothing imagined about my estimate. Claimed through ebuyer on a couple of occasions myself via the resolution centre. Here's the equation...

£510 divide by 72 months (6 years on SOGA!) = £7.08 per month

£7.08 multiply by 56 months remaining (after 16 months from April 2012) = £396.48

unholyangel

Devin_Shockwell wrote: »

Nothing imagined about my estimate. Claimed through ebuyer on a couple of occasions myself via the resolution centre. Here's the equation...

£510 divide by 72 months (6 years on SOGA!) = £7.08 per month

£7.08 multiply by 56 months remaining (after 16 months from April 2012) = £396.48

It doesnt have to be a linear reduction and often - especially with technology - it isnt.

Just because statute of limitations gives you 6 years does not mean all goods should last 6 years (and its not SoGA that gives you 6 years - also if you're in scotland, its 5 years from discovery, not 6 years from purchase).

shaun_from_Africa

Devin_Shockwell wrote: »

Nothing imagined about my estimate. Claimed through ebuyer on a couple of occasions myself via the resolution centre.

But the figure offered by ebuyer can vary greatly.
This example gives a refund of only 55% for a tablet that was 10 months old
https://forums.moneysavingexpert.com/discussion/4703307

D-MM

Thanks for the replies guys. I have an update. Due to the fact that this laptop hasn't lasted as well as expected, the Customer Support Team Leader has emailed me and confirmed that he will be offering a FULL refund of the £510 I paid if they can't repair or replace it.

D-MM