Faulty handheld, store wants to take it away for testing rather than just replace

Viberduo

Got a Vita for Christmas off a very generous relative, but it has a intermittent fault in that it takes about 4 hours to charge then drops the charge almost instant despite being turned off, sometimes I disconnect from maints and its gone within a hour(and once it went straight away) and a few times have left it charging then removed charger before bed and when I am up in morning its dead(its NOT on standby in case anyone asks or doing downloads in background)

I took it back to the store who said they need to book it in for afternoons testing and take the console AND the receipt off me so I disagreed but they say they wont give a refund otherwise as it may not be faulty.

I know the sales of goods act says you can get a refund for a faulty item but I am unsure on letting them test it, I expect its unreasonable for them to want to take it off me and the receipt for testing but acceptable for on the spot testing but not sure.

mattyprice4004

The sales of goods act does not entitle you to an immediate refund.
They are entitled to test the device - SOGA says the retailer must prove a fault does not exist if they are to refuse a remedy - to do this it's expected they'll need to test the item.

They can repair, replace or refund, but that decision is theirs.

Viberduo

Well they have no more stock and told me very unlikely they ever will.

I have no problem with basic testing but they want the item, the box, all acessories and my receipt and take all day to test it, I dont think that sounds correct to take items of value as then I have no proof to get it back, also what stops them from claiming its not broken.

Hintza

Viberduo wrote: »

also what stops them from claiming its not broken.

It is just not worth their while claiming it is not faulty when it is because you will just be back.

wealdroam

Viberduo wrote: »

...they want the item, the box, all acessories and my receipt and take all day to test it, I dont think that sounds correct to take items of value as then I have no proof to get it back...

Then don't leave it all with them without getting a receipt from them.

If fact, why don't you write out a list of all the things they want you to leave with them, and get them to sign it acknowledging that you have left the stuff with them.

bod1467

Why not photocopy the receipt and give them the copy?

bris

They are allowed to test it then if faulty they will send it back to Sony for repair so the chances of getting a refund are slim.

bluenoseam

Viberduo wrote: »

Well they have no more stock and told me very unlikely they ever will.

I have no problem with basic testing but they want the item, the box, all acessories and my receipt and take all day to test it, I dont think that sounds correct to take items of value as then I have no proof to get it back, also what stops them from claiming its not broken.

Major alarm bells ringing right here, the Vita isn't a console which will stop being produced any time soon & if the company you bought it from is telling you this it's indicative of problems. It shouldn't take "a day" to figure out if it's humped or not, but if I were you I'd expect to spend some time in their company while they see it's not working. But you're right to be suspicious, looking at the two parts it'd be a cold day in the big bad fire before I'm leaving something in their custody!

Forwandert

Just to clarify, the fault you say the item has is you can charge it for 4 hrs and then it drops the charge?

If so I can't see the issue with them testing it for an afternoon as they will probably charge it and see if the power drops which is the fault you are claiming. How can they test the fault on the spot?

Viberduo

bluenoseam wrote: »

Major alarm bells ringing right here, the Vita isn't a console which will stop being produced any time soon & if the company you bought it from is telling you this it's indicative of problems. It shouldn't take "a day" to figure out if it's humped or not, but if I were you I'd expect to spend some time in their company while they see it's not working. But you're right to be suspicious, looking at the two parts it'd be a cold day in the big bad fire before I'm leaving something in their custody!

I believe up until a recent sale just before Christmas they were not selling it was only when they put a massive discount they flew off the shelves and they dont want to get more in due to lack of sales at the normal price.

wealdroam wrote: »

Then don't leave it all with them without getting a receipt from them.

If fact, why don't you write out a list of all the things they want you to leave with them, and get them to sign it acknowledging that you have left the stuff with them.

I did think this but they seemed to not be keen on it just told me to trust them.

Viberduo

Forwandert wrote: »

Just to clarify, the fault you say the item has is you can charge it for 4 hrs and then it drops the charge?

If so I can't see the issue with them testing it for an afternoon as they will probably charge it and see if the power drops which is the fault you are claiming. How can they test the fault on the spot?

I am worried about the fault being intermittent, i.e sometimes it lasts a hour, sometimes 2 and so it may not show on a test or if it only discharges part of the way they may say its acceptable.

bris wrote: »

They are allowed to test it then if faulty they will send it back to Sony for repair so the chances of getting a refund are slim.

This is incorrect I believe as it was purchased 3 weeks ago, its only after that its likely to be sent off I know you are entitled to a refund on faulty items.