Faulty item whilst abroad

MykMallett

Hi,

I bought a Denon DJ Controller from WestendDJ in London, to take with me whilst travelling. Unfortunately it's developed a fault. It's only 3 months old, so I am within warranty.

I am currently working in Thailand but I fly back to London for 2 weeks in mid Feb, then am due to fly out to NZ 2 weeks later in march. The issue is that WestendDJ have told me that it will take 2 to 4 weeks to repair. I've offered to purchase the parts in advance, or pay extra to expedite but they said 'you can't jump the queue'.

Do I have any options here? I have been stuck without a working device for a month already, I will now be stuck for a further month, and then have to pay over £100 to get the item posted to me. I know that they are meant to fix something in a reasonable amount of time, is a month a reasonable amount of time?

There is apparently no international warranty with Denon products, otherwise I would have it fixed here.

agrinnall

Is there a warranty with Denon? If so have you asked them how long they would take to fix it?

m0bov

Can you purchase another one out there, then get a refund on your return?

neilmcl

m0bov wrote: »

Can you purchase another one out there, then get a refund on your return?

And what if they choose not to give him a refund and repair/replace instead?

neilmcl

OP, do you need this for work, was this a business purchase?

m0bov

neilmcl wrote: »

And what if they choose not to give him a refund and repair/replace instead?

Pretty sure under CRA you can push for refund.

shaun_from_Africa

m0bov wrote: »

Pretty sure under CRA you can push for refund.

Under the CRA, the consumer has the right to reject faulty goods and get a full refund but this is only if they reject the goods within 30 days from purchase.
After this time, acceptance is deemed to have occurred and the retailer has the option to refund, repair or replace the goods.

agrinnall

m0bov wrote: »

Pretty sure under CRA you can push for refund.

"A little knowledge is a dangerous thing". (Possibly Alexander Pope, 1709).

MykMallett

It's not a business purchase, although I do have the odd paid gig that this is stopping me being able to play.

Denon are incredibly slow to respond. Basically both dealer and manufacturer are being pretty deliberately unhelpful in their responses, despite me willing to do everything I can to expedite it.

From what I read on Which:
Under the Sale of Goods Act, the retailer must either repair or replace faulty goods 'within a reasonable time but without causing significant inconvenience'.

Would this class as significant inconvenience?

MykMallett

Would it be reasonable to get it repaired somewhere else and try and recover the money from them? There are same day repair places in London - odd that.

Fosterdog

You'd have to ask them, you can't force them into a remedy that is more costly to them than another remedy. If they get it done free under warranty then any costs would be disproportionate.

Is it the retailer or Denon you have contacted about the repair?

Although you say it's not business if you have used it for just one paid gig then yes it is a business purchase, whether you are a registered business or just doing something on the side cash in hand it is still business use of the item.

ETA: just re-read the first post and can see it's the seller you contacted, it may be worth contacting Denon directly to see if they can offer a quicker turnaround.

Or it may even be an issue they are aware of and can help you fix it over the phone if no parts are needed.