Problems with pS4 pro - returning when bought online?

JoshyBoy_2

I purchased a PS4 pro in Feb 2017 from Very. I have recently noticed that some games crash and freeze on it. So I want to return it to them and receive a fully working replacement.

I know this is a hardware issue as the games that freeze work perfectly on other consoles. I have tried rebooting my PS4 to default factory settings and still the problem persists.

Very are refusing to do this and have given me a contact number for Sony, to arrange sometime to come to home and look at the console and fix if possible. If not they'll take it away and look at it, with a view to replacing it.

I believe this is wrong and that it is Very that need to deal with the return.

I love the product and just want a working console. I don't want a refund.

Can anyone advise?

JJ_Egan

https://forums.moneysavingexpert.com/discussion/4922954

AndyPix

I advise you post this in the cosumer rights section for a fuller response.


Although this is a technical issue - you are not asking for technical help

SouthUKMan

DavidP24 provides a brilliant answer. Basically your contract is with Very. They are the ones responsible for sorting the problem. The manufacturer one year warranty provided by Sony is completely separate to your consumer rights and in cases like yours, I would think of it as a 'backup' option. The reason that some retailers tell customers to go direct to the manufacturer is because most consumers don't know their rights and will follow the retailers instructions. Therefore the retailer saves a lot of money (return postage, staff time in processing the faulty return, cost of repair / replacement, postage back to the customer, etc). The reality is that some retailers try it on knowing that they'll get away with it most of the time, and when someone does kick up a fuss and demand their rights they tend to back down quite quickly and blame 'an individual member of staff' and reassure that 'additional training will be provided'. Be confident that the law is on your side.

JoshyBoy_2

Thanks for the reply, will post on the relevant forum.