New laptop arrived today

bod1467

is this the right process - Many suppliers suggest using the manufacturer; often times the remedy (for a repair) can be a lot quicker - am i returning the item under warranty? - No

is this reply following the picture an acceptance that the screen is not right - Looks like it

before i send it, should i take it to an independent computer shop to look at - No need

findingrights

Thanks for your reply Bod.
I have asked for a refund though and not a repair - is it likely this is just the same process for both?
I just dont want to do anything wrong, or end up with them thinking i want a repair.

below is the rma page, and i am struggling to completely understand its wording.

RMA Terms and Conditions

In order to process your RMA requests efficiently please read the following terms & conditions carefully.

Please ensure ALL details are completed and e-mailed through to *website url Customer Service Department, together with all relevant invoice details. If it appears to *website url from the information provided by the customer that the alleged defect or damage is covered by *website url guarantee, an RMA number will be issued by telephone or e-mail, confirming that the goods may be returned, subject to verification by the Company after inspection of the goods.

Faulty Goods must be returned to *website url carriage paid with, where possible, their original packaging. All products must be returned with all related manuals and accessories, as well as a completed copy of this form; with the valid RMA number clearly marked - All products must be returned to us packaged in your own outer packaging with our RMA number clearly marked on this packaging. Under no circumstances should the individual product(s) box(es) be written on, marked or labelled.

*website url reserves the right to levy a handling charge of 25% of the invoice value, with a minimum charge of £20.00 + VAT on all goods returned no fault found, and the goods do not fall under the terms of CCR (Consumer Contract Regulations).

The customer shall, within three days of receiving the product, report in writing any discrepancies, missing, DOA or physically damaged products.

All RMA numbers are valid for 30 days from the date of issue, after this period the log is closed, and a new RMA number must be requested.

Credit will only be given if fault or discrepancy is reported, in writing, within three days of receipt of goods. *website url reserves the right to make a minimum 25% cancellation charge.

*website url will not be held responsible for the loss of Data on Media Storage/laptops/netbooks etc.

Could all customers returning PC's/Notebooks please insure that any passwords for BIOS or SOFTWARE are provided

Please note terms and conditions for the following:

CCR (Consumer Contract Regulations): This is only available to members of the general public (None Business users) who have purchased the item(s) online and not from the premises of *website url . Application must be made within 14 days of receipt of the goods and the item(s) must be returned in an unused, as new condition at the consumers own cost.

DOA (Dead On Arrival): Goods deemed DOA must be reported to *website url within the manufacturers DOA Period (See table). Once confirmed DOA *website url will contact you to arrange the collection of the item for fault confirmation by one of our technicians. PC’s/Laptops & Notebooks must have the DOA Authorisation numbers gained by the consumer direct from the manufacturer before request for DOA will be accepted.

Faulty/RTB (Return To Base) Warranty: For all other returns of faulty goods, the item is to be returned by the end user as per above conditions at the users own cost for the RTB warranty.

I'm obviously slightly concerned they wont find a fault, and ill be charged a lot of money.

findingrights

Hi everyone,

I sent the laptop back a couple of weeks ago, and yesterday i received an email from their returns, the unit has been found to be faulty (i have included the pertinent part of the email below).
However, it doesn't seem to give an option to a refund - which i believe i am entitled to?
I just wanted to ask here first, but i thought i could get a refund, as i asked for one and flagged up the issue within 3 days of receiving the unit.

Thanks everyone

their response:

We are contacting you to confirm that the comprehensive testing process has been completed on your item and it has been found to be Faulty.

If your item falls within the units DOA period, please reply to this email to confirm the date and delivery address for a replacement.

If your item is outside of the DOA period we will now process your warranty repair to resolve the issues and will update accordingly once this has been completed.

AJXX

findingrights wrote: »

Hi everyone,

I sent the laptop back a couple of weeks ago, and yesterday i received an email from their returns, the unit has been found to be faulty (i have included the pertinent part of the email below).
However, it doesn't seem to give an option to a refund - which i believe i am entitled to?
I just wanted to ask here first, but i thought i could get a refund, as i asked for one and flagged up the issue within 3 days of receiving the unit.

Thanks everyone

their response:

See below;

Dear [whoever],

I hereby give notice under the The Consumer Rights Act 2015 that I wish to invoke my right to a full refund - I do not wish to have the goods repaired or replaced. I herby give notice that I formally reject these goods as unsatisfactory quality.

The Consumer Rights Act 2015 states that I'm able to return the item for a full refund within the first 30 days which I have done.

You have also now confirmed a fault with the item which I can only assume was present from new.

Please acknowledge my request for a full refund in writing via email ASAP and also advise of refund timescales (bearing in mind you already have possession of the item and have done for x weeks now I expect that this will be issued reasonably quickly).

I look forward to a speedy reply,
findingrights

findingrights

Thank you for that, I have sent it off and will update this thread when I hear more

Thanks again

findingrights

hi everyone,

today i received a reply!

Your account has been marked for a refund

i just wanted to update this thread as i appreciate the help everyone has given.
i will update once the refund comes through

thanks

findingrights

Hi everyone,

The refund cleared and came through today.

Thanks to everyone for helping with this

harrys_dad

findingrights wrote: »

Hi everyone,

The refund cleared and came through today.

Thanks to everyone for helping with this

A perfect example of how this board should work, thanks for updating us all so regularly.