Warranty repair denied due to torn warranty void sticker

thelight

Hello

I recently returned a computer power supply from a custom built PC to the retailer I bought it from (More Computers). I bought the item in May 2016 and it worked until recently the computer would not turn on. I installed an alternate power supply into the machine and it worked fine so the PSU is at fault.

I submitted a return request to More Computers who accepted it, then returned it to the manufacturer (Be Quiet) based in Germany. Today I recieved an email saying that because a sticker had been torn which has 'warranty void' on it, they have refused to touch the item. I must say that I don't recall ever seeing this particular sticker and have not ripped it intentionally.

The retailer has now asked me 'what I want to do next'.

I am just after some advice as to whether they are within their rights to deny this repair due to the torn sticker, or whether the retailer is still bound by the UK consumer regulations as it has stopped working before you would expect it to, torn sticker or not?

marliepanda

They can refuse based on their warranty terms.

The warranty and the retailer obligations are separate, however they have different requirements

You can now try to claim your rights with the retailer under their obligations. But after 6 months they may require you to prove it was inherently faulty with an independent report.

wealdroam

thelight wrote: »

Hello

I recently returned a computer power supply from a custom built PC to the retailer I bought it from (More Computers). I bought the item in May 2016 and it worked until recently the computer would not turn on. I installed an alternate power supply into the machine and it worked fine so the PSU is at fault.

I submitted a return request to More Computers who accepted it, then returned it to the manufacturer (Be Quiet) based in Germany. Today I recieved an email saying that because a sticker had been torn which has 'warranty void' on it, they have refused to touch the item. I must say that I don't recall ever seeing this particular sticker and have not ripped it intentionally.

The retailer has now asked me 'what I want to do next'.

I am just after some advice as to whether they are within their rights to deny this repair due to the torn sticker, or whether the retailer is still bound by the UK consumer regulations as it has stopped working before you would expect it to, torn sticker or not?

The retailer is still bound by UK consumer regulations.

A manufacturer's warranty is in addition to your statutory rights and can include conditions like 'warranty void if seal is broken'.

However, to rely on your statutory rights the seller can ask you to prove that the problem is due to an inherent fault before he needs to do anything.

I would suggest you speak to the retailer suggesting that he provides a remedy and take it from there.

bris

The retailer was also deny the return now as they will accuse you of tampering with it.


Security seals are so they can see if it's been opened or not, some people open them to upgrade the fans, mod them with lights etc so you will now struggle with this.

thelight

thanks for the info.

If I were to send it to an independent expert and they found it was genuinely faulty and I had not tampered with it, would the retailer be required to foot the cost of the expert?

JJ_Egan

Yes they would .
But weigh that cost up as to your risk versus cost of replacement .