PSU failure, under warranty but only offered less than 50% refund, help

j1mgg

Hi,


I am looking for some help.


I bought a XFX 750W PSU just over 3 years ago and recently it died after working well, has a 5yr warranty.


I contacted Ebuyer(who I purchased it from) and they said they only cover upto 2yrs warranty and I would have to contact XFX. I spoke to their advisor who referred me back to ebuyer, who then referred me back to XFX. XFX solution was for me to return the item to the Netherlands(which I would have to pay for, they are heavy items), then it would be shipped to Hong Kong, then to china. They advised this could take 2 months, which I thought was unacceptable.


I spoke to Ebuyer again and told them what XFX has said, and Ebuyer said they would speak to the product manager, and they reluctantly took the product back. They have now tested and declared it dead, but are only refunding me less than 50% of the purchase price. They still sell the item at roughly what I bought it for.


Can they do this?


they quoted the "sales of goods act 1979"


Thanks

windup

yes


buy a £17 one from them instead, then you're quids in.

wealdroam

j1mgg wrote: »

Hi,


I am looking for some help.


I bought a XFX 750W PSU just over 3 years ago and recently it died after working well.


I contacted Ebuyer(who I purchased it from) and they said they only cover upto 2yrs warranty and I would have to contact XFX. I spoke to their advisor who referred me back to ebuyer, who then referred me back to XFX. XFX solution was for me to return the item to the Netherlands(which I would have to pay for, they are heavy items), then it would be shipped to Hong Kong, then to china. They advised this could take 2 months, which I thought was unacceptable.


I spoke to Ebuyer again and told them what XFX has said, and Ebuyer said they would speak to the product manager, and they reluctantly took the product back. They have now tested and declared it dead, but are only refunding me less than 50% of the purchase price. They still sell the item at roughly what I bought it for.


Can they do this?


they quoted the "sales of goods act 1979"


Thanks

Yes they can.

The Sale of Goods Act 1979, in particular Section 48C allows that "any reimbursement to the buyer may be reduced to take account of the use he has had of the goods since they were delivered to him".

You have had use of the thing for three years. That might be considered half the expected life of the product, so perhaps 50% is a fair reduction.

j1mgg

I think I missed out a vital part.


The product has a 5 yr warranty

visidigi

j1mgg wrote: »

I think I missed out a vital part.


The product has a 5 yr warranty

Yep, but thats the manufacturer, not the retailer.

You need to deal with XFX, which means shipping back to NL.

eBuyer have done nothing wrong. The problem may now be worse for you as they may now charge you to return it to you...which they can do.

Zandoni

visidigi wrote: »

Yep, but thats the manufacturer, not the retailer.

You need to deal with XFX, which means shipping back to NL.

eBuyer have done nothing wrong. The problem may now be worse for you as they may now charge you to return it to you...which they can do.

Ebuyer are doing this all the time now, this is one of the reasons I have stopped buying from them.

System

Zandoni wrote: »

Ebuyer are doing this all the time now, this is one of the reasons I have stopped buying from them.

So you stop buying from the firm because they are using THEIR rights under SOGA instead of doing what you want?

Zandoni

!!!!!! wrote: »

So you stop buying from the firm because they are using THEIR rights under SOGA instead of doing what you want?

Yep, when there are other companies out there that give better customer service than SOGA, why not give them your custom.

daytona0

Zandoni wrote: »

Yep, when there are other companies out there that give better customer service than SOGA, why not give them your custom.

Well, technically Ebuyer have gone above and beyond in this situation because they were fully justified in asking the OP to prove that it was inherently faulty before they offered a remedy.

Having worked in a similar company I can assure you that the majority of retailers would have done what ebuyer have done here! The only key differences MAY be the amount of money received as refund (we used to knock off 20% for year 1 and then 10% each year, so in this case a 40% reduction in value) and also the returns postage cost which our company tended to cover for the customer. Of course, you weren't returning the item to us without a SOGA report which in itself is a bit of a gamble because it needs to indicate some kind of possible inherent fault.

So all in all the resolution offered by ebuyer here is of minimal hassle for the customer! Just imagine needing to pay for a SOGA report only to find out that a reason such as "dead unit: needs replacing" gets knocked back because it doesn't indicate WHY it happened. You'd be out of pocket to the tune of the SOGA report, and you'd still have the faulty unit!

bris

Zandoni wrote: »

Yep, when there are other companies out there that give better customer service than SOGA, why not give them your custom.

Not when it comes to the competitive tech world there isn't. I have had run in's with them all, I stopped buying from Overclockers who were the worst of them all, Scan, Ebuyer and Dabs all do the exact same thing.


The problem is margins are so tight in the tech world that it is always cheaper for them to issue a part refund than exchange an item under a 2 or 3 year warranty. The manufacture is mostly to blame because it is them who discontinue the products so quickly and refer back to the retailer who has to offer a resolution.

chickendipperbabe

Quite surprised you've had to return an XFX Power supply.

There is no question that Ebuyer have the right to issue part refunds but its the way they do it. When you return something they can either tell you via e-note or on the phone when you're prompted to call them as part of the RMA process that if its found to be faulty they'll only be issuing a partial refund but they don't.

Customers are mislead into returning their item thinking they'll receive a repair or replacement. I'm surprised Ebuyer haven't been dragged over the coals for this seeing as they handle RMA's for a lot of the manufacturers, some offering a 5 year repair or replacement warranty - a warranty Ebuyer have no intention of honouring. I've seen it mentioned on a few other forums and on here but its widely believed Ebuyer actually profit from their proportionate refund policy.