Logitech not honouring 12 month guarantee

time-4-a-new-start

Hi. Might be in the wrong thread but I'm after some consumer rights advice

I purchased a brand new wireless logitech mouse from a registered UK business online in December last year. The device came with a 12 months warranty from logitech. The device has become faulty in those 12 months with very little use. The issue makes the product completely unusable and hence a defective product under the sales of good act.

As the warranty is with the manufacturer I contacted logitech in December 2016 to request a replacement asthe device was £85. I provided them with all the purchase receipts I had at this time as it was almost 12 months since purchase.

After speaking to Logitech they have said they will not issue a refund as I have no VAT receipt? I am not a business and provided them with the only online receipt I have - but that clearly showed my purchase details, time of purchase, item cost etcl

Logitech offer a 12 month product guarantee from their products, but they aren't holding this guarantee for my product. I find this very concerning as a registered company in the UK is not providing the standard warranty cover as they are legally obliged to having committed to a 12 month warranty on the product information and website.

I have been in contact with Logitech but they refuse to give me a replacement despite the product and defect falling under their warranty. I am looking support to progress this matter as the value of the item was expensive and also due to the fact that Logitech state they will replace all defective products under their 12 month guarantee - yet they won't assist me.

I would really appreciate assistance with this mater as the product was expensive and as logitech are not respecting my consumer rights and providing the 12 month warranty they advertise with their products.

ARandomMiser

What were the T&C of the warranty? Did they say a vat receipt had to be produced?

Hasbeen

Did you register your item? if so there are help pages to contact them 0n your registration page. Sure you have to enter time and proof of purchase there.
Perhaps another way to contact them?

kwikbreaks

You contract is/was with the retailer. You should have contacted them for the refund/replacement. From your comments I'm guessing you may now be too late.

time-4-a-new-start

Yea they are asking for a vat receipt which I don't have. I have a screenshot of my purchase but as it's nearly 12 months how many people will keep the original receipt.

Le_Kirk

You are correct, this is not the right place for consumer rights advice, post again in the Consumer Rights sub-forum or ask a mod to move the post for you. You will receive loads of advice in that forum.

DavidP24

1. Your contract is with the organisation you bought from NOT the manufacturer.
2. Even if a product is out of warranty consumer law says that a product MUST

a. be fit for purpose
b. be of merchantable quality
c. last for a reasonable period of time

Even if the warranty ran out, under C above you have to look at the expected lifetime of a product.

If you walk into Currys and ask the salesman "why should I buy this Logitech wireless mouse and not one that cost 10% of the price from a Chinese supplier on eBay" chances are they will reply "Well Logitech is a quality brand and will last longer" to which you reply "How long do you think it will last" and they reply "It depends on use but if you used it every day for 8 hours I would imagine 5 years"

When you buy a £99 unbranded 32" TV at Tesco you really do not expect it to last 10 years but if you spend £300 on a branded product at JL you can reasonably expect it to last 10 or 15 years. A check on the number of hours on the backlight that powers the LED will confirm this, look at the MTBF (mean time between failure).

So go back to your retailer, explain that the product failed, you called them but they wrongly referred you to the manufacturer who told them your contract is with them. Say that regardless of warranty you are returning the product under your statutory rights under the Consumer Rights Act 2015 (if the product was bought before Oct 2015 it would be Sale of Goods act).

As the product is older than 30 days you have to give them a chance to repair it.

If they refuse to take it back, ask for the manager, give then a prepared letter saying "I have today tried to return a product under Consumer Rights Act 2015 and you have refused, I will now be taking this matter to your head office but I am now giving you fair warning that I will be charging you for my time at £50 per hour plus expenses to make you meet your legal obligations under the said Act as you have refused to comply with the law. Date and time the letter, list the product, date of purchase, price paid, sign it, ask them to sign it, give them a copy and keep a copy for yourself. At this point a manager will usually cave but if not you contact head office.

If you purchased the item online attempt the return online, if they decline contact press office and send the legal letter above by recorded delivery to company secretary / director (details at companies house).

If they cannot repair it they have to offer you a suitable replacement but they can take into account the use you already had.

So if the expected life of a product is 60 months and you had 11 months, you divide the cost of the product by 60 and multiply by 49 (60-11) and that is what they should refund you or give you as a credit on a replacement.

I do not think you can blame Logitech as your contract is with who you bought it from.

Regardless of terms and conditions, they do not override common law, YES you need to provide proof of purchase, but this can be a bank statement, a credit card statement, an email confirming order if placed online. They cannot say it must be a VAT receipt, any term that is contrary to common law is invalidated under UNFAIR CONTRACT TERMS and may even invalidate all their terms if they do not have a term that says if a term is found to be invalid it will not invalidate the remainder of terms.

Common law is the Consumer Rights Act 2015, that is what applies and overrides any terms.
However, you need to go to the people you bought this from, not Logitech.

Undervalued

Yes.

Just to clarify any manufacturer's warranty is in addition to your statutory rights and does not replace them. Because of that the warranty can have pretty much any terms it likes. So Logitech may well be entitled to reject any claim that does not fully comply with their terms and conditions.

However, as said above, any reasonable proof of purchase is sufficient for a claim against the retailer as they cannot impose terms that are contrary to consumer legislation.

takman

time-4-a-new-start wrote: »

Yea they are asking for a vat receipt which I don't have. I have a screenshot of my purchase but as it's nearly 12 months how many people will keep the original receipt.

I always keep the original receipts for anything I buy that has a warranty or some value, it's not difficult to just chuck them all in a box!.

I've claimed on logitechs warranty in the past and they have been very good!. They replaced a set of headphones and then gave me a new warranty on the replacement which also went wrong and they then have me an upgrade pair!.

DavidP24

takman wrote: »

I always keep the original receipts for anything I buy that has a warranty or some value, it's not difficult to just chuck them all in a box!.

I've claimed on logitechs warranty in the past and they have been very good!. They replaced a set of headphones and then gave me a new warranty on the replacement which also went wrong and they then have me an upgrade pair!.

Read my sig

agrinnall

DavidP24 wrote: »

Read my sig

We can read your sig, perhaps you could explain what your issue with takman's post is.

As an aside, I will post in any thread that I wish to for any reason at all, without needing to come to you for permission or approval. Self-appointed guardians of the forum are intensely annoying to me.