Problem with an eBuyer return

antz123_2

Hi guys,

About 3 weeks ago I bought a monitor from eBuyer. A couple of weeks later the monitor developed a fault whereby the image has become distorted, text for example is very difficult to read. It also flickers occasionally after its been on for half an hour or so.

I raised an RMA with eBuyer and had the monitor sent back for a replacement. A few days later I get an email from eBuyer saying they couldn't find a fault and the monitor was on its way back to me. Soon after this email I promptly ring their returns department and argue my case that the monitor is defective, and I would now like a full refund as I feel I can getting messed around. They say upon its arrival back to me I should take photographs etc. and they will assess the case from there. A long story short, I got them to agree that when the monitor arrives I will refuse the parcel and tell the courier to return to sender so that eBuyer can test it (again), which they accepted.

My question is, where does the law stand on faulty goods? Does the retailer have to find the fault to render the item as faulty? Or should my word that the goods are faulty be sufficient? My worry is that if they don't find the fault I stand to be at quite a big financial loss.

Thanks guys.

visidigi

They have to find fault, if they cannot they won't act/respond on your word.

Videos of the issue recorded on your phone would have been useful to prove the issue exists. Computer hardware is notorious for being hard to replicate issues when testing occurs.

unholyangel

Just double checking but did you try hooking it up using a different cable and/or to a different computer etc?

It could explain why the fault didnt occur when they tested it (did they keep it on for a length of time to see if the flickering started? or did they just check the distortion?).

antz123_2

unholyangel wrote: »

Just double checking but did you try hooking it up using a different cable and/or to a different computer etc?

It could explain why the fault didnt occur when they tested it (did they keep it on for a length of time to see if the flickering started? or did they just check the distortion?).

The monitor only has one connection, and I tried it on multiple machines which all had the same outcome. I'm also a fully qualified IT professional but that didn't seem to hold much weight when I spoke to them.

I enquired about how the monitor was tested, their answer was they did not know and were unable to speak to the person who tested it.

Hopefully they will find the fault, I just want to make sure I'm doing everything I can at this stage.

unholyangel

antz123 wrote: »

The monitor only has one connection, and I tried it on multiple machines which all had the same outcome. I'm also a fully qualified IT professional but that didn't seem to hold much weight when I spoke to them.

I enquired about how the monitor was tested, their answer was they did not know and were unable to speak to the person who tested it.

Hopefully they will find the fault, I just want to make sure I'm doing everything I can at this stage.

If their report shows no fault, next steps would usually be to get proof to the contrary. Which is what they suggested by ways of taking pictures - and personally I'd provide a list of the other machines/cables/settings I had tried.

A lot of people don't know more than how to operate a PC. Unfortunately this tends to colour a lot of views and tests the patience of those who do actually know what they're doing. I've given a complete list of every diagnostic/fix I've ran only for tech support to insist I do it all again "just to be sure" :rotfl: