Tricky Laptop Refund

Jackrabbit

Hi all, I'll try to be brief, but I'd love some help.

I bought a laptop from PCSpecialist on March 23rd this year. It was sent back for RMA shortly afterwards to replace a fan as it was rattling alarmingly.
Five months after purchase and a few months after the RMA, I contacted them again to say that both fans were now rattling. It also had other issues.
After a very lengthy email process, I was finally able to put in a refund request, 3 days after the laptop became 6 months old.

Over two months have passed since my first contact. The system is now over six months old, so I was (eventually) told they will not refund me because of this. On challenging this (because of my first contact date), I have since been told that the age is "inconsequential" and my refund is refused because they "take the opportunity to repair" when a system is damaged.

They have repaired it, and are wanting to send it back to me but all along I have only asked for a refund. I have lost faith in the product, which I sent back with a fault (multiple times), and sadly, the company.

What can I do in the face of this refusal?

LilElvis

Jackrabbit wrote: »

Hi all, I'll try to be brief, but I'd love some help.

I bought a laptop from PCSpecialist on March 23rd this year. It was sent back for RMA shortly afterwards to replace a fan as it was rattling alarmingly.
Five months after purchase and a few months after the RMA, I contacted them again to say that both fans were now rattling. It also had other issues.
After a very lengthy email process, I was finally able to put in a refund request, 3 days after the laptop became 6 months old.

Over two months have passed since my first contact. The system is now over six months old, so I was (eventually) told they will not refund me because of this. On challenging this (because of my first contact date), I have since been told that the age is "inconsequential" and my refund is refused because they "take the opportunity to repair" when a system is damaged.

They have repaired it, and are wanting to send it back to me but all along I have only asked for a refund. I have lost faith in the product, which I sent back with a fault (multiple times), and sadly, the company.

What can I do in the face of this refusal?

How did you pay for it?

Jackrabbit

I paid online by debit card.

[Deleted User]

I very much doubt you'll get a refund.

The company always had the option to repair or replace instead and it's too late for a Chargeback.

Ectophile

Since it's over 30 days old, you have lost any legal right to a refund. You can ask for one, but they are entitled to offer a repair if it is more cost-effective for them.

neilmcl

Ectophile wrote: »

Since it's over 30 days old, you have lost any legal right to a refund. You can ask for one, but they are entitled to offer a repair if it is more cost-effective for them.

To clarify she hasn't "lost any legal right to a refund", the OP has lost the short-term right to reject but she still has a possible opportunity for a full refund, but only if a single repair, if offered, fails to fix the issue.

mije1983

neilmcl wrote: »

she still has a possible opportunity for a full refund, but only if a single repair, if offered, fails to fix the issue.

Which appears to have happened here. This is the 2nd repair the OP has now had.

unholyangel

OP you say you contacted them at month 5 about both fans rattling but say you didn't request a refund until 3 days after the 6 month mark, what happened/what was discussed during that month?

What I'd also bear in mind is that given you didn't exercise your final right to reject until after the 6 month mark, they can reduce your refund to account for use you have had.

Jackrabbit

unholyangel wrote: »

OP you say you contacted them at month 5 about both fans rattling but say you didn't request a refund until 3 days after the 6 month mark, what happened/what was discussed during that month?

What I'd also bear in mind is that given you didn't exercise your final right to reject until after the 6 month mark, they can reduce your refund to account for use you have had.

This is where it gets tricky I suppose. I contacted them initially to raise the problem with the fans, and actually to discuss upgrades to the RAM. A fact finding mission to see how much it would cost.
In the process of waiting and waiting for replies to my emails, I became more unhappy. I had been told it would require another RMA, which was frustrating but understandable. The fans also started getting worse still, and as I added up all the other problems, I decided I would try for a refund. I made my intentions clear 5 days before the six months, and received an email on the very day of the six month anniversary, asking me to give them a call instead.

Which I did, three days later owing to the fact that it was a Friday evening. The person I spoke to was very helpful and, although tried to avoid it, booked me in for a refund request.
I can't help but think that if the emails had been quicker, it would have been sooner. But that doesn't really hold any water, I know.

Jackrabbit

To clarify, they have offered to upgrade my warranty and have told me that they have replaced the fans and dealt with the other components that I have been having issues with (the USB ports and the keyboard, for the sake of transparency).

I have been told that it will be sent back next week (despite my continued request for a refund) although I am considering stalling until I'm satisfied that a refund is impossible.

wealdroam

Jackrabbit wrote: »

To clarify, they have offered to upgrade my warranty and have told me that they have replaced the fans and dealt with the other components that I have been having issues with (the USB ports and the keyboard, for the sake of transparency).

I have been told that it will be sent back next week (despite my continued request for a refund) although I am considering stalling until I'm satisfied that a refund is impossible.

I would suggest that as you have allowed them to repair the thing your best option is to accept the repaired laptop.

You may like to point out to them that The Consumer Rights Act only allows one attempt at a repair, so if it fails again (for the same reasons) then you will be seeking a refund.
Be aware though, as mentioned above, any refund can be reduced to take account of the use you have had.