Very refusing to replace faulty item

Titromer

OlliesDad wrote: »

Just to add, Very are within their rights to attempt a repair instead. Have they offered a repair?

No, they have refused to do anything.

I bought the Xbox One from Very, not Microsoft therefore I'm led to believe that it's Very's responsibility to arrange for a replacement. Microsoft were very helpful and they even said that Very have a duty to resolve it. To be honest as it's just over a month old I wouldn't want it to be repaired even if they offered but can I refuse that?

Fosterdog

In theory yes they would need that, but a lot of people don't add a phone number as part of the security but an email address, if the password is the same for the email address then they also have access to verify the details.

All of this only applies if a phone number or second email address have been added, if not then all that is needed is a password. Microsoft doesn't send a verification code just for logging into emails which is all a hacker would need initially, they only send that if new microsoft hardware is added to the account. PCs with windows 8 flag as new hardware to microsoft so need to be verified but older versions of windows, and other operating systems don't so it is easy to use one of them to hack an account if you have the password.

joe12k

I am having the exact same problem with very. My ps4 came with a faulty hdmi port. I called very and they fobbed me off to Sony, after an hour on hold Sony confirmed that very should have returned and replaced the item. I was then told by very that they were refusing to return the faulty item. I brought the console from very, I think it's very poor that they can sell a faulty item and then wash their hands of it. Let me know how you are getting on! Hope you are having more luck than me

SeduLOUs

Microsoft are actually really good at repairing and replacing things. I bought a console on release in November 2013, which broke down in October 2014. After a 5 minute fix attempt on chat with MS, they established it was broken, it was collected by courier the next day and I received a brand new console back within the week. Same thing happened a couple of years ago with a broken Kinect that was 14 months old and out of warranty, but MS replaced it anyway.

They are probably redirecting you back to the retailer as it is such a short time span since you actually bought the console and it is absolutely Very's responsibility to replace or repair it for you.

With regard to Microsoft scammers, I have only heard one big story about MS hacked accounts, and most of the people posting on the various forums about being hacked had used the same credentials for other many other gaming related sites. I believe it's far more likely that some naive customers used the same credentials on less secure sites or they fell for phishing scams - but it is always easier to blame someone else.

wealdroam

joe12k wrote: »

I think it's very poor that they can sell a faulty item and then wash their hands of it.

They can only do that if you allow them to do that.

Have a read of MSE's Consumer Rights guide, and then their How to Complain article.

bod1467

SeduLOUs wrote: »

and I received a brand new console back within the week.

I suspect you actually received a refurbished item rather than a brand new one.

SeduLOUs

bod1467 wrote: »

I suspect you actually received a refurbished item rather than a brand new one.

That's normally the case yes, but even though it had been removed from the box (as we only sent the physical console for replacement, not the leads and controller etc) the console that arrived still had all of the dust protector bits on and was absolutely immaculate. If it was a refurb, it was a bloody good one!