Faulty Imac returned to the supplier then damaged by thier courier

vrooom

Recently returned a 6 month old Imac back to a well known Top end department store as the hard drive had failed.

After many hours sitting in the store trying to get it sorted they decided to send it back to the manufacturer.

Lo and behold after three weeks waiting without a word I decided to contact them only to find out that it had been damaged by the courier company on its return and was awaiting the loss adjusters to decide its fate.

Where do I stand in asking for a full refund or replacement as I do not want a refurnished PC, the PC came with two years warranty, I have had it for 6 months.

Anybody know where I stand its now nearly four weeks since I deposited it with them to repair

vuvuzela

vrooom wrote: »

Recently returned a 6 month old Imac back to a well known Top end department store as the hard drive had failed.

After many hours sitting in the store trying to get it sorted they decided to send it back to the manufacturer.

Lo and behold after three weeks waiting without a word I decided to contact them only to find out that it had been damaged by the courier company on its return and was awaiting the loss adjusters to decide its fate.

Where do I stand in asking for a full refund or replacement as I do not want a refurnished PC, the PC came with two years warranty, I have had it for 6 months.

Anybody know where I stand its now nearly four weeks since I deposited it with them to repair

Realistically, you gave them a 6 month old PC.
You can certainly ask for a full refund or replacement, but they don't have to give you these, they can give you a refurbished machine - if they were to obtain a refurbished one from Apple, it will look new and be tested more than a brand new one. It could even be newer than the one you gave them.Personally, I wouldn't have any problem at all getting an Apple refurb.

agrinnall

I agree with vuvuzela that an Apple refurb should be fine. More important is getting the department store to pull their finger out and get it sorted. The damage was done while it was in their care, you should be insisting that they come to a decision now, what their loss adjuster decides and when is their problem. I'd give them a short deadline to resolve and if they don't meet it either start a small claim or investigate whether S75 (if paid by credit card) or chargeback might get your money back more quickly.

Oh, and name and shame the store.

marliepanda

They can offer you a refund, repair or replacement.

A replacement can be a refurb as you have not sent them a brand new one, youve sent them a 6 month old one.

Even if they fix up yours, its still a 'refurb' so really getting a refurb isn't getting some dodgy knock off second hand one that theyve tarted up. Itll be like new

agrinnall

marliepanda wrote: »

They can offer you a refund, repair or replacement.

A replacement can be a refurb as you have not sent them a brand new one, youve sent them a 6 month old one.

Even if they fix up yours, its still a 'refurb' so really getting a refurb isn't getting some dodgy knock off second hand one that theyve tarted up. Itll be like new

I don't think a repair would be acceptable in this case when it has been seriously damaged when out of the OP's care.

angelsmomma

This is why I buy direct from Apple. When my son crashed the operating system after 4 months I just phoned Apple and we fixed it by installing a new operating system over the internet. It did take 36 hours to install but at least it did not have to leave my house.

If it would have needed to go in they would have arranged for it to be returned to the nearest Apple store at no cost so they would have been responsible for it at all times.

Not much use to you this time op but if you are an Apple fan buy direct next time.

vrooom

Thanks for your advice, I have contacted John Lewis in an attempt to resolve this (never knowingly undersold) and await their response.

We have subsequently learned that the glass, case and base have been damaged in transit, the galling thing being that it was in its full Apple packaging when we took it to John Lewis and the service team removed it all and repackaged it for transit.

If I get a remedy I will post it in the hope that it will be of assistance to other members

vrooom

The Advice was great , and John Lewis has definitely stepped up to the mark, they have apologised for the inconvenience and a new IMAC is winging its way to me.

What can I say , thought I was going to have a battle on my hands after talking to the support desk but John Lewis customer service did what they say in the adverts, I would definitely buy again from them, the item is due to arrive next week with a complete two year warranty.


Thanks to all of you money saving experts for the Advice it helped a lot when I crafted my Email to them as it gave me a few pointers on which to focus, thanks to John Lewis customer care for being an outstanding supplier.