Repair under warranty - who pays the postage?

Darcy1314

I have a computer purchased for around £1500 less than a year ago which has developed a CPU fault and will not turn on at all. Having gone through diagnostic tests over the telephone, the retailer has stated it needs to be returned to them for repair. To send it back they are asking for payment of almost £50 from me. Do I have to pay this when the item was clearly not fit for purpose or as durable as I would expect for the price paid? It does have a three year warranty but aside from that, I think I am correct in saying that the Consumer Rights Act 2015 would require a product of this nature to last longer than it has and I could therefore ask them to repair in under that basis? Grateful of any advice.

screech_78

You mention consumer rights but the subject of your post states it’s being repaired under warranty. Warranty and consumer rights are completely separate things. 

What do the terms of the warranty say regarding returns? If you have to pay for postage under warranty, then that’s that. 

If you’d rather make a claim under consumer rights act, then it will depend on when the item was purchased. If more than 6 months ago, then it’s up to you to prove the item is inherently faulty and you’ll most likely need to pay for a report that states this. The cost of the report can be added to your claim if it finds in your favour, but bear in mind if claiming under CRA, the retailer can choose whether to repair, replace or refund (and a refund would be partial if over 6 months old). 

Darcy1314

Thank you. You are right, I haven't made the matter very clear with that subject title!

It was purchased over 6 months ago so a report would be my best option there. There is little doubt that a product such as this should last considerably longer than it has though so I am inclined to go down this route. Thanks for the advice.

Sandtree

Some companies will charge an initial fee that becomes refundable should the inspection prove its a defect rather than misuse. Others do it the reverse and say and engineer will visit but the visit will be chargeable if no fault/user issue.

In addition to this thread you need to be clear with the other parties if you are looking at this via your warranty or via your consumer rights. They are different and in some circumstances one may be better than the other.  For example if the retailer decides its unrepairable and to give you a refund then they can deduct the use you've had to date from that refund whereas a warranty may give you the full original price/a replacement.