Problem with Buyitdirect / Laptops Direct - how do I get a refund.

slaney

I purchased a computer which was marketed as in the following advert from https://www.laptopsdirect.co.uk.  I chose to select the "Recommended Accessories" and get a memory upgrade.  This was all shipped to me on the 23rd of February.  I only got round to installing the additional memory yesterday (12th of March).  Turns out the memory that was shipped is not compatible with this machine and is something called an RDIMM - see this for the discussion on reddit.  I contacted customer services and they tell me they will not refund as it is outside of their 14 day return policy.   I purchased this on an MBNA credit card.  It seems completely wrong that I am £137.98 out of pocket.  
Please can someone tell me how I can go about getting my money back.   Thank you.

Ectophile

Your consumer rights are that you can return faulty goods within 30 days.  Not 14 days.  That only applies if you are a consumer, and not a business.

Your credit card company is jointly liable with the supplier.  If you have a claim against the supplier, you have the same claim against the credit card company.  If you go to them, mention section 75 of the consumer credit act.

slaney

I have raise a claim under Section 75 online using the MBNA website and I have also raised a complaint with their sales director - James Rigg by email and by a direct message on linkedin.  I notice they do have a complaints procedure and a process to refer you to Alternative Dispute Resolution (ADR).  It is unacceptable to ship goods that are "Recommended Accessories" but turn out to be incompatible with the product they are being recommended for.  The product is just not as described.  

JJ_Egan

Agree  the person who produced the web page should be sacked .

But then again people do make mistakes .

Jumblebumble

This stupidity does not surprise me one bit
We had some Dell  PCs from them where they forgot to register the 5 year Warranties but we only discovered 2 years later when a hard drive failed 
The fools told us  that as the PCs were sourced from Holland there was no way of reinstating the Dell warranty so they refunded
I simply extended the warranty direct from Dell

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I'm so sorry to hear of the issues you've had with this order, apologies as well for the delayed response. 

Due to the complexity and rarity of the situation, it has been reviewed at a high level internally. To confirm, the main issue is that after experiencing the fault on one of your Dell PCs, it turns out the extended Dell 5 year/onsite warranties you added to your order were never registered by ourselves, in complete error, which I cannot apologise enough for. We have spoken to Dell in regards to this who have refused to offer any warranty on the units at any price, due to the existing fault and as the units were sourced from the Netherlands – the option is only available for UK units. So that this can be resolved, the options we have available are as below: 

1. We can refund the warranties on this order and honour them ourselves for the remainder of the 5 year period. In practice, this would mean we can take the units back, should they have any hardware faults, and have our tech team fix them for you. Unfortunately, our tech team would be unable to visit you onsite. 

2. We refund the warranties on your order and honour a parts warranty for the remainder of the 5 year period. In practice, should the units have any hardware faults, we can send out any parts you need to fix the issues. Again, I’m afraid we’d have nobody who’d be able to come out and fit these parts for you. 

3. We are more than happy to collect the PCs and offer a refund on them, subject to a condition inspection, as well as refund the warranties on the order. 

I completely appreciate these options are not ideal, however, we’re simply unable to honour the onsite warranty with Dell, due to the reasons mentioned. 

Please let me know how you’d wish to continue and I’d be more than happy to process this or call to discuss. 

Again, please accept my most sincere apologies for any inconveniences caused by this. 

Best Regards,