Tablet fault, within CEX 2 year warranty period, section 75 claim

brynhh

Hi all

I'm just after some advice on if this was the best way to handle this issue and if there's anything else I need to be aware of to try and get it resolved. If any of you are able to share some info, I'd appreciate it.

So in Aug 2018 I bought a Pixel C tablet from my local CEX and it has been working fine until around Nov 19 where it developed a fault with half the screen showing a static-like image, like you used to see on analogue TVs when a channel wasn't tuned. I took it back to ask if it could be replaced or repaired (didn't mention a partial refund as I just want a working device), which they refused due to a small amount of scratches/marks on one side of the metal casing. So although I can understand damage could cause issues with electronic devices, it's not been dropped and they are nowhere near the screen. Also, I have looked on Reddit and xda developers and it appears this half screen problem is a common one with the Pixel C, so I would think it's an inherent hardware fault.

Even though I explained this to them and that it was still under the 2 year warranty they offer, they were having none of it. So I then spoke to my credit card company about information on how S75 works and if it was possible and appropriate to open a claim for a replacement device, or whatever they deem suitable. They agreed it's something they can investigate and covered under S75. I then received a letter in Dec asking for further information, which I provided and have yet to hear back. I called them yesterday asking for an update and am going to have a call back on Tuesday from the person looking into it, but the man I was speaking to checked the notes and there was mention of it being too long ago.

So hopefully I should get some more detailed information on Tuesday, but I'm just wondering is this correct if that's indeed what they've decided? As far as I'm aware, there's no time limit and the claim revolves around a warranty period, CEX's own rules, being over £100, etc so should have justification. Should I be aware of any other information I can mention to the CC company, or is maybe something like the sale of goods act (I can never remember the name of the act that replaced it) a more appropriate route? Although I'm aware that requires a professional report and then chasing down the retailer, which may be more difficult.

Thanks a lot.

molerat

s75 is a legal right under the CCA only limited by the 6 year rule, a chargeback is limited by the t&cs.  You need to emphasise that you are making a s75 claim.

brynhh

molerat said:

s75 is a legal right under the CCA only limited by the 6 year rule, a chargeback is limited by the t&cs.  You need to emphasise that you are making a s75 claim.

Thank you, I'll keep that in mind for when they call.

Vernark

I worked at a CEX store before. My suggestion is to take it to another CEX store and tell them first that it is a common fault with the Pixel C from your research online and that it is an engineering fault with the ribbon.

brynhh

Vernark said:

I worked at a CEX store before. My suggestion is to take it to another CEX store and tell them first that it is a common fault with the Pixel C from your research online and that it is an engineering fault with the ribbon.

Thanks, good idea regarding the ribbon. Although I believe they are franchises, I assumed they'll all have similar responses so didn't bother trying to go elsewhere. I'll have access to our car on Thursday, so I may try then after work.