Purchased item needs repaired - do I have to use the manufacturers choice of repair outfit?

MrMacaque

Hi,

I was after some advice on something I purchased that needs repaired.

I bought a Segway direct from Ninebot/segway.co.uk and after a few months, unfortunately it's developed a fault. It flashes up a warning number and won't start up properly. It's still under warranty (it's now over 12 months, but it's a 2 year warranty), and after communication with Segway's support, it turns out the fault can't be rectified by me, and it has to go back for repair. So far so good.

So I got it ready for collection, and was about to have it collected that day, when I noticed a slight oddity on the address label they'd supplied me with to print out and stick on the box. Segway UK's repairs are catered for by a company called Sertec, but the address label was a company in Telford, called "Infoteam". As the item was pretty expensive, I decided to check who Infoteam actually were, to make sure it was going to the right place. Turns out Infoteam are actually subcontracted by Sertec to do the repair, but what I discovered about Infoteam from my Google search wasn't good: Here are some of Infoteam's reviews:

(Unfortunately I haven't been on the forum long enough to post links, so I'm having to edit)

https / www. yelp. co. uk /biz/infoteam-international-services-telford?osq=infoteam

"A laptop broke within 3 weeks, their repair people charged me £270 for fixing it, when it was broken when new.  After a month of chasing, Infoteam group repair and remanufacture they finally admit they cannot fix it and will not replace it.  They had also said that if they could not repair it after 21 days they would replace it and then they have denied they ever said that.
It has been constant phone calls to get them to do things and and each one is a broken promise"

https / www. google. com /maps/contrib/104328866706815302513/place/ChIJ7dT748t_cEgR7g9ViBaAV7Y/@52.6401894,-2.4211473,17z/data=!3m1!4b1

"Sent my acer tablet 10inch Iconia one for warranty repair. Came back no fault found. Sent back 2 nd time came back no fault found. Sent it back in for 3rd time same fault , this time they phoned me to say cracked screen warranty void if want repaired will cost me £97. Told them wont pay now sending it back with LCD damage that was not caused by me. One star is too good for them hopeless , unreliable couldn't wind up a watch. Please Avoid at all costs"

https / www. google. com /maps/contrib/104185620100967826714/place/ChIJ7dT748t_cEgR7g9ViBaAV7Y/@52.6401894,-2.4211473,17z/data=!3m1!4b1

"avoid if you can ...very low wages... high stress low quality repairs"

All 1 out 5 star reviews.

I was taken aback by how bad these reviews were. If they were in a minority,  it wouldn't be so bad, but I can't find one good review for this company.

So after reading those reviews, not only was I not keen on Infoteam doing the repair, I was also concerned I even get the Segway back in a worse condition than when I sent it to them, so I cancelled the collection.

So, I'm still under the 2 year warranty, so I was just wondering what my rights are. if I want a warranty repair of my Segway, do I have any option but to send it to their selected repair outfit? - I told them I was concerned about what I'd read about Infoteam, and asked them if there was any other option as to where I could send it to, and they said no.

Or could there be a way of getting a third party outfit to repair it, and bill Segway for the repair?

Thanks for any help.

KeithP

If you want the repair done under warranty, and perhaps more importantly, want Segway to pay for it, then you must send it to their nominated repairer.

Fosterdog

Yes you do have to use the manufacturer/retailers repairers if you want them to cover the cost, you are still covered by consumer rights so if anything goes wrong you have protections,

the_lunatic_is_in_my_head

OP the warranty is in addition to your consumer rights but the manufacturer would be bound by the warranty terms as well so if they stated repair is performed by a certain company they'd have to adhere to that.

However given the value of the product I would go to the website you purchased from and advise you are making a claim against them under your consumer rights. 

Hopefully the troubleshooting by the manufacturer has confirmed a fault?

By going down the consumer rights avenue you would be entitled to the retailers choice of a repair, replacement or refund (which may be reduced to account for usage vs life span) but if the unit then failed again you'd be entitled to reject.  

DiddyDavies

Was it a UK based company that you purchased from?
I've had a quick look at Ninebot/segway.co.uk and there doesn't appear to be any address available to show if they have a UK operation.

mattyprice4004

You're welcome to send it elsewhere to a repairer of your choice, but Segway won't pick up the bill.

sheramber

https://uk-en.segway.com/products/ninebot-by-segway-kickscooter-es2

Ninebot is a privately held company headquartered in Beijing, China. In 2015 Ninebot strategically merged with Segway, headquartered in Bedford, US. The combined company focuses on the research and development, design, manufacturing, distribution and sales of short-distance transportation products. The combined company has strategic headquarters in the US, The Netherlands and Beijing as well as manufacturing centers in the US and China.

MrMacaque

the_lunatic_is_in_my_head said:

OP the warranty is in addition to your consumer rights but the manufacturer would be bound by the warranty terms as well so if they stated repair is performed by a certain company they'd have to adhere to that.

However given the value of the product I would go to the website you purchased from and advise you are making a claim against them under your consumer rights. 

Hopefully the troubleshooting by the manufacturer has confirmed a fault?

By going down the consumer rights avenue you would be entitled to the retailers choice of a repair, replacement or refund (which may be reduced to account for usage vs life span) but if the unit then failed again you'd be entitled to reject.  

For better or worse, Ninebot and Segway are the same, and the purchase was a direct one, i.e. I bought it off the manufacturer.

It did surprise me that Ninebot/Segway didn't do their repairs in house, but perhaps that would have meant sending it back to China, so, they outsource repairs, I guess. Unfortunately it doesn't look like they're that particular who they outsource to.

Thanks for the reply.

MrMacaque

Thanks for the replies, guys.

So, it's starting to look like I'm stuck with this repair outfit if I want it fixed under warranty, which is what I was afraid of. Their reviews are just so horrible, though. It's concerning.

MrMacaque

the_lunatic_is_in_my_head said:

OP the warranty is in addition to your consumer rights but the manufacturer would be bound by the warranty terms as well so if they stated repair is performed by a certain company they'd have to adhere to that.

However given the value of the product I would go to the website you purchased from and advise you are making a claim against them under your consumer rights. 

Hopefully the troubleshooting by the manufacturer has confirmed a fault?

By going down the consumer rights avenue you would be entitled to the retailers choice of a repair, replacement or refund (which may be reduced to account for usage vs life span) but if the unit then failed again you'd be entitled to reject.  

So, just to clarify, if I did go down this route, assuming I can if the seller and manufacturer are the same (yes they have accepted the fault is valid), they repair it, and it fails again, I can then plumb for the refund option?

(I'm not sure the replacement option would be available to me, as the model is no longer made).

Thanks.

KeithP

MrMacaque said:

the_lunatic_is_in_my_head said:

OP the warranty is in addition to your consumer rights but the manufacturer would be bound by the warranty terms as well so if they stated repair is performed by a certain company they'd have to adhere to that.

However given the value of the product I would go to the website you purchased from and advise you are making a claim against them under your consumer rights. 

Hopefully the troubleshooting by the manufacturer has confirmed a fault?

By going down the consumer rights avenue you would be entitled to the retailers choice of a repair, replacement or refund (which may be reduced to account for usage vs life span) but if the unit then failed again you'd be entitled to reject.  

So, just to clarify, if I did go down this route, assuming I can if the seller and manufacturer are the same (yes they have accepted the fault is valid), they repair it, and it fails again, I can then plumb for the refund option?

Thanks.

Yes, but remember, any refund can be reduced to take account of the use you have had.