Monitor Warranty - All parties claim the other has to deal with the issue

NisP45

Hi,

 

I need so guidance on warranty regarding a computer monitor.

 

I purchased the monitor via Amazon (£589) in January of 2020 and in the past week the monitor has developed a row of dead pixels. The seller on Amazon was selling the unit using the Amazon UK website however the retailer operates out of Germany. When I contacted the seller I was informed that they could only help with the issue occurred in the first year which it did not and that I would need to contacted the manufacture Asus as they have a 3 year warranty policy. However, when I contacted them I was informed that because I ordered the monitor from a German retailer they could not help me in any way. They did not tell me to contact Asus Germany or anything but rather said this was an issue for Amazon and the seller.

 

Any ideas on who if anyone I need to be putting pressure on and what is my legal standing if any?

 

Any advice would be greatly appreciated!

Aylesbury_Duck

It sounds as if you don't have an eligible warranty, so the Asus route is a non-starter - you have no right to anything from Asus.  That leaves you with consumer rights, for which you pursue the retailer.  If the retailer is based in Germany, then it is indeed consumer rights in Germany that apply, so you'd need to check what those are.  If they're similar to UK consumer rights, after two years you would need to get the monitor inspected to determine whether the fault is an inherent one, or a result of wear and tear, misuse, etc.  You would then go to the retailer with that report and they would have to choose to repair, replace or partially refund you.  You can claim the cost of the inspection report, too.

What's the second-hand value of the monitor today?  That's what you'd be entitled to by way of partial refund, so if it's a small amount, you may deem it not worth the trouble of pursuing.

born_again

Given it sounds like a Marketplace seller. Then Amazon are not involved at all.

Jumblebumble

I would try and see waht Asus Germany have to say
Alas it is reasonable for Asus UK to wash their hands of a grey import that bypassed their profits on the sale

NisP45

Jumblebumble said:

I would try and see waht Asus Germany have to say
Alas it is reasonable for Asus UK to wash their hands of a grey import that bypassed their profits on the sale

Why do you consider this a grey import? The item was bought from a major German retailer that listed its product on Amazon UK and before Brexit there was no extra selling fee’s associated with doing so thus as far as I can tell everything was done correctly. When I ordered the item from Amazon I had no idea that the item shipped from Germany until I saw the tracking number.

 

The issue I have with the Monitor is a common issue with this brand so much so they have a dedicated page for it stating that they have a 3 year warranty. If buying from Germany invalidates that then surely you have to say so on the listing?   

 

I have contacted Asus Germany and will have to wait and see if they are any more helpful.        

JJ_Egan

Its Asus UK that call it a grey import .

sheramber

 

https://www.asus.com/support/FAQ/1041753

I have technical, repair or customer service-related questions when using my ASUS products or services. How can I do to solve these problems?

Please report it to ASUS “Email Us” at https://www.asus.com/support/Product/ContactUs/Services/questionform/?lang=en, and ASUS will offer you proper assistance as soon as your opinion is filed.

bris

It's a grey import because it came from a different country. Asus do not recognise your warranty rights in the UK so this confirms its a grey import.

A thread on here recently regarding the Iphone bought in the USA showed that even Apple don't recognise their products purchased abroad so it. not uncommon. When buying from abroad it would be better to find out if they have a worldwide warranty first, some do.

You may still have warranty rights from Asus Germany, contact them with the serial number as thats how they ususlly tell where the item originated from.

You still have a delivery problem though so unless it's a high end monitor it might not be worth the trouble but who knows they may agree to collect it.