Faulty refurbished printer (10 days old)

Pinkington

Hey all!

I purchased a grade A refurbished Epson printer from Laptops Direct. I paid online and collected it on the 27th December.

I have only used it a handful of times and it is no longer feeding paper. My very tech savvy partner has tried everything he can think of without voiding the warranty but nothing has worked.

We have been in touch with Laptops Direct and they have told us we need to contact Epson support as there is nothing they can do.

I know the printer was refurbished however surely they can't just walk away when the item has a fault so soon?!

Any and all advice welcome and what steps I should take

Aylesbury_Duck

They can't ignore your consumer rights just because it was refurbished.

clive0510

take it back and tell them you want it sorted. you paid online, so if you don't have a actual receipt you will have the statement of the card you paid on. you can print that off and use that as your receipt. 
in retail you are responsible for what you sell. laptops direct or wrong to tell you other wise.

clive0510

oh sorry you cant print the card statement because the printer doesnt work! dah. 

DiddyDavies

clive0510 said:

take it back and tell them you want it sorted.

There's a very good chance that because of the latest lockdown requirements, they are not open for walk in customers.
Pinkington, you might be best contacting Epson and seeing if you can get some information off them (such as a fault reference number) then going back to Laptops direct and request a refund.
LD can't insist on this but it may help if you go down this route first.
https://www.laptopsdirect.co.uk/content/aftersales#cancelreturn

My new product is faulty

We’ll sort it for you.

It’s worth noting that all our new products come with at least 12 months warranty for UK and Irish consumers. You can contact us direct to return a faulty product but we often find it’s useful for you to contact the manufacturers helpline first, they can help you diagnose the fault and try to resolve it on the call – we find that over 50% of returns enquiries can be resolved over the phone. If they can’t they’ll give you a fault reference number. They can often resolve issues quickly without the need for further action. You can find the manufacturer contact details here.

How to return a product to us:
Where possible we recommend contacting the manufacturer helpline first and obtain a fault reference number. Whiile this isn’t necessary it does help speed up the process.

1. Log into our returns portal to create a return request.
2. We'll arrange to collect the product. You should also make sure the product is securely packaged for the journey. Make sure you include all accessories that arrived with the product.
3. Once we've received the product back we'll check it over and then contact you with the next steps.

JJ_Egan

Epson support and see if they have any FAQs on the problem would be my first check .