Exchanged item big difference?

KerryEmpire2021

Hello.
I received a exchanged item as my first was faulty. 

My original item cost me £2,800 and I have the receipt. They no longer have that item in stock so send me another for £2,500, it works and does the job so I’m happy to keep it, I was told when agreeing ild get the difference back. 

I called back today about the £300 difference, but they are saying the item is the “newest” and upto date, I explained that it’s online on their site and app for £300 less that my original one so I should get the difference, although the product is better it’s cheaper. They are not having any of it and are saying as I have the newest item available I’m not entitled to the difference? Can anyone tell me if I’m right or wrong or what I say to them?
thank you! X

JJ_Egan

How old was the returned item ??

user1977

If it's actually better than the previous item, rather than worse, what's the problem? If they had replaced it with an identical item (after lowering the price) you wouldn't be entitled to a refund. Up to them whether to refund or replace.

KerryEmpire2021

I brought the item May 2020, I returned it well packaged 11 months later - this April 2021 - turned out I was using it wrong and it wasn’t broken, when they sent it back they didn’t wrap it and it was completely broken on arrival. It’s been a battle for the past 5 months to get a replacement, last week I was given the same make and model but that was also broken, then yesterday I got a new machine, it’s cheaper as it’s smaller and only HD and not 4K, it works and does the job, but it’s still a cheaper machine to purchase, they still have the more expensive machine available but it’s out of stock with no date, it’s been out of stock since last year.
thank you 

Manxman_in_exile

So...

You bought a TV(?) in May 2020.  You returned it (to whom?) in April 2021 because you thought it had failed.  But it hadn't failed - you had been using it wrongly.  They (the retailer?) sent it back to you, but they did not pack it properly and it was damaged when you got it back.  (Right so far?)

It has since taken you 5 months to get them to replace the returned TV, and they(?) have now replaced it with a new TV worth £2500 rather than the £2800 you paid for the original one.  It's also a lower spec.  I presume you had 11 or 12 months untroubled use of the original TV - apart from the fact you had not been using it in accordance with the manufacturer's instructions.

Is that what has happened?

IvanOpinion

If I had bought and paid for something that was 4K I would expect it to be 4K and would not accept a replacement that did not meet that spec.  Surely they can claim of the carrier for damage and then provide a new one.  I suppose they could also offer to give you your money back, less an allowance for almost 1 year of use.

KerryEmpire2021

It’s not a TV it’s medical equipment, which has a visual screen.
I brought it, used it, fault it wasn’t working like it should be, sent it back, they said it’s not broken, but sent it back floating around in a box with no packaging across one end of the county to another. I was angry at myself for sending it away not broken, but I had only just done the course and I’m still a beginner, I assumed it was broke but it was just me using it wrongly it turned out. 

KerryEmpire2021

The item isn’t on sale and the price is £2500 standard.
They still have for sale the £2800 one but it’s been out of stock long term with no date to come back yet: 

sheramber

Your item has been replaced with a better model so you no worse off. In fact you have gained as you have a better model than you had originally.

if the new model was dearer would you be insisting on paying the extra?

JJ_Egan

£300 is fair for 11 months of use .

wesleyad

Sounds like the old one is discontinued and this is the replacement model. Don't get hung up on prices as tech drops rapidly. You have also had a years use which they can take into account. Or they might try and source you the older model which would surely be a loss?