2 year warranty-who's responsible?

what2do...

Hi All,

My daughter bought a wacom intous tablet in September 2013 from a seller on Amazon. It cost over £200 and I paid for it on my credit card. Last week the usb port stopped working and my daughter emailed the seller as the product description stated it had a 2 year warranty. Their reply was it was out of warranty and she should contact manufacturer. We replied that they had advertised it on Amazon with the 2 year warranty and attached the description which also showed the purchase date in September 2013, plus as it had been purchased from them not the manufacturer our contract was with them. They replied she would need to contact the manufacturer as the manufacturer had given the 2 year warranty. I'm unsure whether the seller is just trying to get out of their responsibility for product or if we have to contact manufacturer or should we raise issue with Amazon or go to credit card company? My daughter did a search on the item and found over 400 other people who have had a problem with the usb port. As she used xmas and birthday money to buy it and really wanted it for when she starts college in September we don't want to just write it off. Can anyone give us any pointers please?

dj1471

Contact the manufacturer?

Laurensalive

First year you take the item back to the shop. Second year you must send this item back to the manufacturer. Stores will only cover the first year. Not fair this part.
Contact the manufacturer direct.

Ectophile

A warranty is completely separate from, and in addition to, your legal rights.

It's usually the manufacturer who offers the warranty, so it's them you would make a warranty claim against.

Rights such as the Sale of Goods Act are against the retailer. But after 6 months, it is up to you to provide evidence that the tablet had an inherent fault at the time the retailer sold it to you. That normally means an independent report, which you would initially have to pay form. If the report says the fault was inherent, you could claim from the retailer for the cost of the report.

wealdroam

Laurensalive wrote: »

First year you take the item back to the shop. Second year you must send this item back to the manufacturer. Stores will only cover the first year. Not fair this part.
Contact the manufacturer direct.

Can I suggest you read MSE's Consumer Rights guide?

Here is a short extract:

Know who's responsible

When returning items, beware shops trying the oldest trick in the book: saying they're not responsible for the shoddy goods and you must call the manufacturer. This is total nonsense!

If a company fobs you off by saying “go to the maker instead”, it's wrong. It's the retailer's job to sort it.

It doesn't matter if it's an iPod from a high street shop or a designer frock from a department store. If something's broken, torn, ripped or faulty, the seller has a legal duty to put it right as your contract is with it.

But as Ectophile says, you may well have an easier route with the manufacture and their warranty.