repairing an item under warrantee

Fortunecooky

I bought a HP printer from Rymans, not realising that it was already a 3 year old model. When I tried to install the software from the CD supplied, it did not work. The helpline of the printer HP asked me to download new software from web and I did. Within six months, it was not working again, so this time I asked a qualified technician to look at it. He fixed it, charging me £108 inc VAT for it. However, the printer slowly packed up over the next year and now it is not working and out of the warrantee period. Rymans say that they will only refund cost of printer, not the additional inks (worth another £36) and the cost of the technician. They say that I had invalidated the terms of warrantee by using a technician. Is that right?

powerful_Rogue

Fortunecooky wrote: »

I bought a HP printer from Rymans, not realising that it was already a 3 year old model. When I tried to install the software from the CD supplied, it did not work. The helpline of the printer HP asked me to download new software from web and I did. Within six months, it was not working again, so this time I asked a qualified technician to look at it. He fixed it, charging me £108 inc VAT for it. However, the printer slowly packed up over the next year and now it is not working and out of the warrantee period. Rymans say that they will only refund cost of printer, not the additional inks (worth another £36) and the cost of the technician. They say that I had invalidated the terms of warrantee by using a technician. Is that right?

Afraid so. When it first stopped working within 6 months you should have gone straight back to the retailer. Within the first 6 months there is no onus on you to prove the item was inherently faulty.

Rymans will not refund the cost of the technician as you should have gone to them first. They also have no responsibilty in refunding the costs of the inks.

Personally I would jump at the chance of them offering a full refund on the printer. Firstly because as its now over 6 months the onus is on you to prove it is inherently faulty. They could also say the fault was caused by the technician they didnt authorise to do the repair. Rymans could also deduct an amount from the original cost for the use you've had of the printer.

Seems like they have actually offered pretty good customer service.

stebiz

powerful_Rogue wrote: »

Afraid so. When it first stopped working within 6 months you should have gone straight back to the retailer. Within the first 6 months there is no onus on you to prove the item was inherently faulty.

Rymans will not refund the cost of the technician as you should have gone to them first. They also have no responsibilty in refunding the costs of the inks.

Personally I would jump at the chance of them offering a full refund on the printer. Firstly because as its now over 6 months the onus is on you to prove it is inherently faulty. They could also say the fault was caused by the technician they didnt authorise to do the repair. Rymans could also deduct an amount from the original cost for the use you've had of the printer.

Seems like they have actually offered pretty good customer service.

ditto........................................

stugib

Fortunecooky wrote: »

Within six months, it was not working again, so this time I asked a qualified technician to look at it. He fixed it, charging me £108 inc VAT for it.

Please don't tell me that was more than the printer cost... :eek:

agrinnall

stugib wrote: »

Please don't tell me that was more than the printer cost... :eek:

I had the same thought, you can get a pretty good printer for a lot less than £108.