Warranty Period for PC bought from Currys / PC World on Ebay - ?? misleading / incorrect description

Korkyb

From the off I would like to say that (hands up) I should have picked up on this issue & clarified the situation before buying...... but I didn't. :-(

My elderly inlaws PC gave up the ghost a couple of weeks ago & they asked me to source them a new "all in one" PC.

I ordered this new/ sealed unit from Currys / PC World outlet on Ebay: https://www.ebay.co.uk/itm/LENOVO-IdeaCentre-AIO-3-21-5-All-in-One-PC-Intel-Core-i3-128-GB-SSD-Black/133339280670?ssPageName=STRK%3AMEBIDX%3AIT&_trksid=p2057872.m2749.l2649

It has arrived, been set up & all is good apart from the fact that the Lenovo software in the PC says it has a 12 month manufacturers warranty & I believed when I bought it that it was a 24 months warranty.

When I rechecked the ebay page I ordered from it from it states in 2 places ("Item Specifics" & "specification") that it has a 24 month warranty.
There is however also other information that says that items come with a 12 month currys outlet warranty but I have to admit I assumed that this was in relation to refurbished kit (which this wasn't).

I messaged Currys clearly stating the issue & the reply I got just said:
"Thank you for your message.
• All of our products come with a reassuring 12 month warranty
• We cannot provide additional or extensions to the above warranty periods.
Kind Regards,
(signed by someone who clearly didn't read my message properly)

I think the description of the item is misleading but would appreciate your opinion. (again I know I should have read it properly).

Assuming I do have a case to chase what is the best way to approach / deal with Currys PC world through ebay.

As to what outcome I would want would be a refund of however much it will cost to extend the warranty with Lenovo (which can be done online) but I imagine that getting a refund out of Currys might be easier said than done.

Anyway in-laws are happy with the PC and are oblivious to any issues with the warranty so if I don't get anywhere with this its not the end of the world. (& its not my dosh).

(the eagle eyes among you might even notice that I made a post a week or so ago saying that I had ordered loads of things from Currys over the years & never had an issue!!....that'll learn me :-)

Cheers all & stay safe!.

jsmith9

Reading the listing it looks like the 24 month warranty is provided by the manufacturer (Lenovo). You can maybe check how much you have here:

https://pcsupport.lenovo.com/gb/en/products/desktops-and-all-in-ones/3-series/ideacentre-aio-3-24are05

If unhappy, your remedy  is the 30 day return offered

Korkyb

jsmith9 said:

Reading the listing it looks like the 24 month warranty is provided by the manufacturer (Lenovo). You can maybe check how much you have here:

https://pcsupport.lenovo.com/gb/en/products/desktops-and-all-in-ones/3-series/ideacentre-aio-3-24are05

If unhappy, your remedy  is the 30 day return offered

Apologies if I didn't make it clear - the Lenovo warranty says (12 months manufacturers warranty) - checked through Lenovo software on the PC).

The 30 day return applies to unopened unused products, this PC is opened & used (It was only after opening it & setting it up that the warranty issue was identified).

jsmith9

Well it definitely says 24 months warranty so I would go back to to Currys and raise an official complaint

make sure you head your your email 'complaint' and keep it simple and just say your website says it is 24 months and yet it is only 12

hopefully this time because it is a complaint they will read your message properly

I don't think Currys are exactly known for their excellent complaint handling procedures but I guess if you persist you might get somewhere.

 hopefully you'll get a reply before the 24 months is out!

If you haven't already then obviously take a print screen of the listing for future proof

DiddyDavies

Korkyb said:

The 30 day return applies to unopened unused products, this PC is opened & used (It was only after opening it & setting it up that the warranty issue was identified).

But you still have a 30 day right of rejection under the Consumer rights act should the goods be faulty or fail to meet their description and having opened and set up the computer doesn't diminish this right.
As the advert clearly states in two places that there is a 2 year manufacturers guarantee, I can't see that Currys have a leg to stand on in disputing that their advert is incorrect.

It might be worth contacting Lenovo or doing an online check:
warrantylookup - Lenovo Support GB
to see if it's possible to pay for a warranty extension and if it is, make a note of the price and then suggest to Currys that if they refund you this amount then you will keep the computer.

theonlywayisup

If you feel your (their) purchase isn't as described then you can open a case on eBay.  You have 30 days from delivery or estimated latest delivery to open the case.  Likliehood is that you will win and be asked to send the item back at the sellers expense for a full refund. 

Warranties are generally with the manufacturer and are bound by the terms of said warranty.  Some aren't worth the paper they are written on in real terms.

Korkyb

Hi again all

I have tried to engage with Currys without any success at all (I'll paste the messages/conversation below - I'm not sure if I was communicating with humans or a BOT).

I have now initiated a return which was accepted immediately by the seller.

If this was my PC I'd be packaging it up now & sending it back but I'm holding back because my inlaws like the machine.

Interestingly the original listing has now been amended to say that it comes with a 12 month warranty but luckily ebay give me a link to my original item description. https://www.ebay.co.uk/ipp/133339280670?transactionId=1768101306003&_trksid=p2047675.l48352

I've sent an email complaint to alexander.baldock@dixonscarphonegroup.com (CEO of Currys - obviously wont go near him but hopefully might get some king of human response).

If this doesn't work:

1/ Is there any other way I can get through to Currys & speak to someone with some common sense that might engage with me.

2/  If I do go ahead return the machine which is now effectively second hand am I likely to end up out of pocket? 

Cheers :-)





Latest message from Currys / Ebay 1st - messages start from bottom..

Thank you for your message. • All of our products come with a reassuring 12 month warranty • We cannot provide additional or extensions to the above warranty periods. Kind Regards, Currys PC World eBay Store

Your previous message Hi I contacted the number you gave and spoke to an advisor who told me she couldn't access any information about an ebay order. The IVR number options suggested led to a dead end (? was an option to return the item). I would therefore like to raise this issue as a formal complaint. - item advertised with a 24 month manufacturers warranty. - item supplied with only a 12 month warranty. I note that the item ebay page has now been amended to show a 12 month warranty (luckily ebay provide a link to the page as it was when I bought the item with the 24 month warranty advertised. I do not wish to return this PC but if I do not get a satisfactory response I will go through the ebay "item significantly not as advertised" process which will allow me to return (the now used) PC at your expense. Can someone please respond to this issue without trying to send me down a dead end. Thank you

currys_pcworld: Thank you for your message. If you would kindly take the time to contact Team Knowhow on the following number: 0344 561 1234. Options 3, 3 and 2. They will be happy to assist further with your enquiry. Should you require any further assistance, please do not hesitate to contact us. Kindest regards, Currys PC World eBay Store

Your previous message Hi again I am not asking for an extended warranty. When I bought the PC it was advertised as having a 2 year warranty. Please see attached screen shots. It now appears it does not. Again I ask how this can be resolved. Thank you.

currys_pcworld: Thank you for your message. • All of our products come with a reassuring 12 month warranty • We cannot provide additional or extensions to the above warranty periods. Kind Regards, Currys PC World eBay Store

Your previous message Hi, I received the PC yesterday. It was advertised as having a 2 year manufacturers warranty but in the Lenovo software it says it only has a 12 month warranty. I specifically bought this because of the security of the 2 year manufacturers warranty. Can you please advise how this might be resolved? Thanks

theonlywayisup

Korkyb said:

I have now initiated a return which was accepted immediately by the seller.

If this was my PC I'd be packaging it up now & sending it back but I'm holding back because my inlaws like the machine.

The case allows you to return, it doesn't allow you to hold anyone to ransom.  There is a finite window for you to return, if you leave it too late you will lose the case.  

jsmith9

Looks like you were talking to a (not very intelligent) bot....

Initiate an 'item not as described' case immediately. You don't have to follow through with it if you do decide to keep the machine. I think there is space for comments. If so, mention why you are returning it. Send an ebay ordinary message as well. Sit back and wait!

jsmith9

ps take a print screen (or photo  with your phone) of the original listing in case it disappears.

soolin

jsmith9 said:

Looks like you were talking to a (not very intelligent) bot....

Initiate an 'item not as described' case immediately. You don't have to follow through with it if you do decide to keep the machine. I think there is space for comments. If so, mention why you are returning it. Send an ebay ordinary message as well. Sit back and wait!

Two posts above- case has already been opened and a return agreed.