Warranty RMA Query

RS1983

Hi all,

Is there any guidance available on how long a vendor has to honour a warranty return?

I am attempting to claim a replacement power supply under warranty from Corsair.  Corsair offer a ten year warranty on there higher end products, one of the reasons I choose to use them.

03/12 - fault logged
08/12 - initial response from Corsair  with instructions for testing
09/12 - response to Corsair having completed at home testing
09/12 - query from Corsair regarding contact info
10/12 - Confirmation from Corsair regarding receipt of contact info.  Offer of upgraded replacement part Pending return of faulty parts.
10/12 - replacement part offer confirmed.
10/12 - courier details provided to allow return of part.
14/12 - package delivered to vendor
16/12 - query sent to Corsair requesting update
16/12 - response from Corsair stating 2-3 business days to process the return.
21/12 - request for an update from Corsair.
29/12 - further request for an update from Corsair.

Corsairs website is not even showing my part as returned at this stage despite courier confirmation of delivery 15 days ago.

It has been 13 days since Corsair support responded, I’m aware of the Christmas break taking four of those.

Can anyone advise how long is considered acceptable for an RMA warranty return?

Do I have any options here?

thanks in advance.

visidigi

Let's not forget your timing is also at a point of significant impact to resource as a result of COVID. Where was your return to? UK? NL? (I don't know where Corsair currently RMA product to...). Do you know if they forward it to another country to have it tested?

They used to have RMA to NL and around this time they went into a lockdown, WFH guidance etc. You cant force them to address it without sending letters before action, but you would need to know the entity for RMA's, liability etc.

RS1983

Hi Visidigi,

Thanks for your response.  To my knowledge the product is returned to scan, their in country representative and should be tested there.  Corsair provided the waybill for the return and it was to scan.

DHL confirmed delivery 16 days ago.  The Corsair support rep informed me once delivered it should take 2-3 business days to process.  That was 14 days ago and no response or update from Corsair since, either through email or there RMA tracking site.  

As mentioned Corsairs site does not even show receipt of the part.

Do you know if there is any guidance on what is considered an acceptable period before escalating?

thanks again for your advice.

JJ_Egan

Vendor not warranty unless Corsair was the retailer ..

Corsair warranty will depend upon their terms and conditions . Warranty is not a consumer right and really has no timescales ,.