Returning large PC monitor - no box

dkl_uk

Hi

I have an issue where a brand new monitor is showing 'dark pixels'. I contacted the retailer, they agreed to replace.

However, this is a 32" monitor and of course the box was quite large, so went to the tip. All accessories are still here despite not using them, including a very heavy metal stand.

The retailer obviously asked me to package the monitor up, I explained I can't, but would be able to if they sent the replacement and I could literally just lift the monitor out of the box, put the broken on in its place and ship that box back. They refused.

I do have bubble wrap, but this is a heavy, expensive monitor, and the metal stand is very heavy too. DPD aren't exactly going to treat the monitor with TLC either.

Where do I stand with this? I almost just bought another monitor from them with a view to using that box but the price has gone up, and I don't feel like paying more money when the same monitor is broken.

JamoLew

Ask them if they can send you an empty box

Sandtree

If its brand new why did you tip the box before even seeing it works?

That aside you should take the vendors advice... there are couriers available that will take delicate items unboxed... for two laptops they turned up with a briefcase type box full of foam, the twice my TV went they took it off the wall and carried it out (didn't see how they packed it) but in all four cases the company arranging the collection was a large retailer/manufacturer who clearly have a lot of such warranty issues to deal with.

If they say just wrapping it in bubble wrap is sufficient then get it in writing and do what they say.

user1977

Buy your own packaging, surely?

Aylesbury_Duck

user1977 said:

Buy your own packaging, surely?

I agree.  Buy a decent box and packaging.  Job done.

the_lunatic_is_in_my_head

You can reject the goods outright for a full refund within 30 days so could buy an identical monitor and then use that box for returning the faulty one.


Caveat is that when rejecting for a full refund within 30 days the retailer can request you show the goods do not conform to the contract. 

dkl_uk

JamoLew said:

Ask them if they can send you an empty box

They won't send me anything.

Sandtree said:

If its brand new why did you tip the box before even seeing it works?

I used the monitor for a week, tipped the box, then noticed the issue later on that day/the next day.

user1977 said:

Buy your own packaging, surely?

Aylesbury_Duck said:

user1977 said:

Buy your own packaging, surely?

I agree.  Buy a decent box and packaging.  Job done.

Why should I spend my own money? If I buy a box, I also have to buy packaging material. The monitor comes with a very heavy metal stand, the material needs to separate and protect the monitor from the stand. Why am I spending money on a broken monitor?

the_lunatic_is_in_my_head said:

You can reject the goods outright for a full refund within 30 days so could buy an identical monitor and then use that box for returning the faulty one.


Caveat is that when rejecting for a full refund within 30 days the retailer can request you show the goods do not conform to the contract. 

Correct - and I am in fact within 14 days. The retailer were happy enough to take it back, I proved the issue to them with images and a video. 

I have since purchased the monitor from a different retailer and will send the broken monitor back to the original retailer in the new box. I would have been happy enough to buy the same monitor from the same retailer but the price had gone up - and as above, I don't see why I should be penalised financially when the monitor is broken - either in having to buy a box and packaging material, or the same monitor for even more money.

theonlywayisup

Does the retailer give any info on faulty returns on the website (assuming it was purchased online).

The_Fat_Controller

@dkl_uk, I hope you kept a record of the serial numbers of the faulty monitor and its replacement.

Hopefully the company have been informed what you have done regarding the box if there is a sticker with the model and serial number on it.

The returns department might wonder why the numbers do not match.

sheramber

Computer monitors are a prohibited item on DPD's website.

Aylesbury_Duck

dkl_uk said:

JamoLew said:

Ask them if they can send you an empty box

They won't send me anything.

Sandtree said:

If its brand new why did you tip the box before even seeing it works?

I used the monitor for a week, tipped the box, then noticed the issue later on that day/the next day.

user1977 said:

Buy your own packaging, surely?

Aylesbury_Duck said:

user1977 said:

Buy your own packaging, surely?

I agree.  Buy a decent box and packaging.  Job done.

Why should I spend my own money? If I buy a box, I also have to buy packaging material. The monitor comes with a very heavy metal stand, the material needs to separate and protect the monitor from the stand. Why am I spending money on a broken monitor?

the_lunatic_is_in_my_head said:

You can reject the goods outright for a full refund within 30 days so could buy an identical monitor and then use that box for returning the faulty one.


Caveat is that when rejecting for a full refund within 30 days the retailer can request you show the goods do not conform to the contract. 

Correct - and I am in fact within 14 days. The retailer were happy enough to take it back, I proved the issue to them with images and a video. 

I have since purchased the monitor from a different retailer and will send the broken monitor back to the original retailer in the new box. I would have been happy enough to buy the same monitor from the same retailer but the price had gone up - and as above, I don't see why I should be penalised financially when the monitor is broken - either in having to buy a box and packaging material, or the same monitor for even more money.

Because you chucked out the perfectly good box it came in with undue haste.