Problem with a Nintendo Switch from Very.co.uk

mamabunit

In August I ordered a Nintendo Switch from Very.co.uk (only ordered from them so I could use the spread the payment feature without interest). They were out of stock so it was delivered on September 16th, I opened the delivery box to see if there was anything that would give away the price (couldn't see an invoice so assumed it was downloadable in my Very account).

Kept it in the box, in my wardrobe until this past Saturday when I gave it to my husband for his birthday. We used it for about an hour on Saturday and put it in it's dock. I turned it on again on Sunday and it said it needed to update. I accepted the update, it updated and then shut it's self down after which I haven't been able to turn it on again.

I have tried every piece of troubleshooting and nothing will get it to work again. I assume it's bricked. I contacted Very who have said it's nothing to do with them as it's supplied by the manufacturer. I've contacted Nintendo who have said I can send it to them for repair but I need the proof of purchase, I've then contacted Very again who have said they'll 'see' if they can send me another proof of purchase.

To be honest I am FUMING right now though, I can't believe I'm expected to send a brand new console for REPAIR. Plus I'm now panicking that Very won't be able to send me another proof of purchase so Nintendo won't even accept it for 'repair'.

Where do I stand? Do Very really not have any obligation to help me in this situation? Considering the Switch has been out for less than a year and the warranty on the Switch is for a year (via Nintendo) do they really have to see a receipt (and not a screengrab of the order on my Very account) in order to process a 'repair'?

I am clueless so any advice would be really appreciated!

powerful_Rogue

mamabunit wrote: »

In August I ordered a Nintendo Switch from Very.co.uk (only ordered from them so I could use the spread the payment feature without interest). They were out of stock so it was delivered on September 16th, I opened the delivery box to see if there was anything that would give away the price (couldn't see an invoice so assumed it was downloadable in my Very account).

Kept it in the box, in my wardrobe until this past Saturday when I gave it to my husband for his birthday. We used it for about an hour on Saturday and put it in it's dock. I turned it on again on Sunday and it said it needed to update. I accepted the update, it updated and then shut it's self down after which I haven't been able to turn it on again.

I have tried every piece of troubleshooting and nothing will get it to work again. I assume it's bricked. I contacted Very who have said it's nothing to do with them as it's supplied by the manufacturer. I've contacted Nintendo who have said I can send it to them for repair but I need the proof of purchase, I've then contacted Very again who have said they'll 'see' if they can send me another proof of purchase.

To be honest I am FUMING right now though, I can't believe I'm expected to send a brand new console for REPAIR. Plus I'm now panicking that Very won't be able to send me another proof of purchase so Nintendo won't even accept it for 'repair'.

Where do I stand? Do Very really not have any obligation to help me in this situation? Considering the Switch has been out for less than a year and the warranty on the Switch is for a year (via Nintendo) do they really have to see a receipt (and not a screengrab of the order on my Very account) in order to process a 'repair'?

I am clueless so any advice would be really appreciated!

Have a read of the link below, especially the "Who Is Responsible" section.
https://www.moneysavingexpert.com/shopping/consumer-rights-refunds-exchange

Looks like Very are trying it on, as your Consumer Rights are with them.

custardy

Go into your online statements and download a PDF of the statement with the Switch on it.

SouthUKMan

As the retailer, Very are responsible for getting it repaired.

Not only that, by law they also have to reimburse you cost of postage.

They can't ignore the law!

stuartJo1989

SouthUKMan wrote: »

As the retailer, Very are responsible for getting it repaired.

Not only that, by law they also have to reimburse you cost of postage.

They can't ignore the law!

Unless, of course, OP didn't buy it from very.co.uk/doesn't have evidence of the purchase (which can include a bank statement perhaps?)...

mamabunit

The purchase is clearly on my Very account. This is the reply I got from them today...

Thank you for contacting us regarding your faulty item.

As per our Returns policy, we are not able to accept the item as a return once used or connected. We would need to refer you to the manufacturer helpline as the product is faulty. As stated in the Consumer Rights Act, we may offer the consumer the alternative remedies other than a refund.

We have arrangements in place with the supplier as they have the necessary technical expertise for them to identify the cause of the fault. They will offer you an appropriate solution to the problem on our behalf.

We cannot offer a refund until the manufacturer has confirmed the fault with the item and the item is non-repairable. We are unable to advise if the item will be repaired or replaced until the manufacturers engineers has inspected the item and diagnosed the fault.

If an item is returned without authorization , it will be inspected and if no manufacturing fault is confirmed on your account, the item will be returned to you with a £3.95 carriage charge.

If you have any other queries please don't hesitate to contact us.

stuartJo1989

Ok cool, seems reasonable.