Musicmagpie not returning my item

ckah

I'm hoping if someone can provide some advice here on my consumer rights, please.

I sent my MacBook Air to Musicmagpie which arrived on the 17 January 19. They had originally offered my £220 but on further inspection they claim there was water damage to the screen and offered my a significantly reduced offer of £34.80. Anyway, this is hugely besides the point and a load of rubbish.

I rejected their "counter-offer" both on my online account and through email correspondence on 23 January. I am informed in the declined confirmation email sent by Musicmagpie that I will be notified when my laptop has been despatched. They have yet to send such an email so I followed up with an email on the 30 January to no avail. I made a phone call on the 1 February, during which I was advised that due to an internal error my laptop had not been marked to be returned to me. Cue a couple of days of no email confirming that my laptop had been despatched I send another email on 5 February to no avail. By this point I'm getting pretty fed up and I tried the chat feature on their facebook page today (7 February). I am informed that they are looking into the matter and would get back to me shortly. Bearing in mind they said this at 9:30 in the morning and after several follow up messages during the day and they tell me that there is no update and I would be contacted shortly.

I am getting concerned that something has happened to my property and I would like to know where I stand in terms of my consumer rights.

Many thanks for any advice you may have.

[Deleted User]

ckah wrote: »

I am getting concerned that something has happened to my property and I would like to know where I stand in terms of my consumer rights.

You are, of course, entitled to your property being returned to you.

No more and no less.

There will only be a problem if they have somehow mislaid your laptop, as then you would be entitled to it's (clearly disputed) value.

Cross that bridge when (if) you come to it. In the meantime, continue pressing for a return of the original item.

ckah

I appreciate the response. I wish I had thoroughly checked the company before sending my laptop in. It appears that there are many disgruntled customers despite the 5 star rating on Trustpilot. Just makes you think if these ratings websites can also be fully trusted!

hollydays

ckah wrote: »

I appreciate the response. I wish I had thoroughly checked the company before sending my laptop in. It appears that there are many disgruntled customers despite the 5 star rating on Trustpilot. Just makes you think if these ratings websites can also be fully trusted!

Do a bit of googling and you'll find they can't.

powerful_Rogue

ckah wrote: »

I appreciate the response. I wish I had thoroughly checked the company before sending my laptop in. It appears that there are many disgruntled customers despite the 5 star rating on Trustpilot. Just makes you think if these ratings websites can also be fully trusted!

I have used musicmagpie many times and never had any issues with them. Many people go online to complain, very few do to praise.

ckah

Thank you all for the replies. I thought I would update you all that my laptop has been returned after 2.5 weeks of chasing. In the end persistence pays off but they never actually provided a proper reason as to why they held on to my property that long other than they were 'sorry'. I'm not that convinced but anyway...

As for those people who stumble across this posting in the future and wonder why they offered me a significantly reduced offer, look at the picture below to see the two areas where they claim there is water damage. Make your own minds up but I know I will not be recommending this company and advise anyone thinking of using them to not bother.

https: //imgur.com/a/wTvk2vJ

(To view the image on imagur remove the space in the URL. Since I am a new member of the MSE forum I am not permitted to paste links.)

marcarm

Fosterdog

It's hard to tell from the picture whether it's liquid damage but there is definitely some sort of defect of the screen, without examining the unit I couldn't say the exact cause but two most likely reasons are pressure damage or liquid damage.

Either way at least you now have it back although they've certainly taken their time over it.