Curry's Ebay store not honouring warranty

Razam622

Hi
I hope everyone is well.
I'm not sure where I stand on this issue, or if there is anything I can do. I'm hoping I can get advice about what to do next.
I bought a refurbished ChromeBook from Curry's ebay store in September 2021, with 12 month warranty. Then in April a cursor key just fell off. The chromebook had been used as normal, and had not been dropped or dinged, etc. but Currys is refusing to even entertain looking at repair/replace the ChromeBook.

Below is the discussion I've had with them (my Caps are to show emphasis/surprise rather than anger)...

Hello
I hope everyone is well.
The other contact options were not working, so I'm messaging using the general message option.

We bought this chromebook (order details provided) from your ebay store on 8 September 2021. Unfortunately, one of the cursor keys just fell off. Could you advise how I can arrange a repair under the 12 month warranty please? Should I take it to my local Currys store?
Thanks
Kind regards

Thank you for your message.

Unfortunately, our Returns policy does not cover non-faulty products, nor issues caused by accident, neglect, misuse or normal wear and tear.

The issue you describe is not indicative of a faulty product, but rather is an issue of wear and tear, or damage sustained through use, and a return cannot be accepted on this occasion.

If a product is returned as faulty but found not to have a manufacturing fault or if a fault has developed as a result of accident, neglect or misuse, no costs will be refunded.

Kind Regards,
Currys Clearance eBay Store

Sorry! Are you saying Curry's views it as Normal, for a key to just FALL Off after 6 months?

It was not caused by "Accident, Neglect or Misuse" so you must be saying it's NORMAL wear & tear for your laptop keys to just FALL OFF after 6 months!

Is that what you're saying?

Good morning,

This damage is Accident, Neglect or Misuse as the laptop when delivered had the key working perfectly fine.

Once again, I apologise for the inconvenience caused, however on this instance we are not able to do anything as it doesnt fall under the correct catergories for an exchnage/ return.

If a product is returned as faulty but found not to have a manufacturing fault or if a fault has developed as a result of accident, neglect or misuse, no costs will be refunded.

Kind regards
Currys Clearance eBay store

So now you're saying, ANY product Curry's sells NEVER develops a fault after 6 months?

Also you're saying, if it's working fine when delivered then the 12mth warranty is worthless because ANY fault within that period is the customer's fault due to Accident, Neglect or Misuse.

Have I understood Curry's position correctly?

Thank you for your message,

The issue you describe is not indicative of a manufacturing defect, that would otherwise render the product unfit for purpose, or of unsatisfactory quality, but rather an issue attributable to wear and tear, or a malfunction that has developed through use and the passage of time. The product has functioned satisfactorily since it's purchase over 8 months ago and accordingly, a return of this product cannot be accepted.

We appreciate this will be disappointing, but you will understand we must adhere to the warranty provisions and policy in place at the point of sale.

Kind Regards,
Currys Clearance eBay Store

Surely Currys can't dismiss the issue without even looking into the issue, otherwise what is the point of the 12 month warranty?
Does this fall under violation of consumer rights act or similar? Any advise would be really appreciated. 

Thanks in advance (sorry for the long post).

born_again

Currys do not supply warranty that will be the manufacture of the chrome book.

As you are over 6 months for your consumer rights you need to get a independent report on the issue, if you want to take it forward with Currys.

Alderbank

Razam622 said:

Hi
I hope everyone is well.
I'm not sure where I stand on this issue, or if there is anything I can do. I'm hoping I can get advice about what to do next.
I bought a refurbished ChromeBook from Curry's ebay store in September 2021, with 12 month warranty. Then in April a cursor key just fell off. The chromebook had been used as normal, and had not been dropped or dinged, etc. but Currys is refusing to even entertain looking at repair/replace the ChromeBook.

Below is the discussion I've had with them (my Caps are to show emphasis/surprise rather than anger)...

Hello
I hope everyone is well.
The other contact options were not working, so I'm messaging using the general message option.

We bought this chromebook (order details provided) from your ebay store on 8 September 2021. Unfortunately, one of the cursor keys just fell off. Could you advise how I can arrange a repair under the 12 month warranty please? Should I take it to my local Currys store?
Thanks
Kind regards

Thank you for your message.

Unfortunately, our Returns policy does not cover non-faulty products, nor issues caused by accident, neglect, misuse or normal wear and tear.

The issue you describe is not indicative of a faulty product, but rather is an issue of wear and tear, or damage sustained through use, and a return cannot be accepted on this occasion.

If a product is returned as faulty but found not to have a manufacturing fault or if a fault has developed as a result of accident, neglect or misuse, no costs will be refunded.

Kind Regards,
Currys Clearance eBay Store

Sorry! Are you saying Curry's views it as Normal, for a key to just FALL Off after 6 months?

It was not caused by "Accident, Neglect or Misuse" so you must be saying it's NORMAL wear & tear for your laptop keys to just FALL OFF after 6 months!

Is that what you're saying?

Good morning,

This damage is Accident, Neglect or Misuse as the laptop when delivered had the key working perfectly fine.

Once again, I apologise for the inconvenience caused, however on this instance we are not able to do anything as it doesnt fall under the correct catergories for an exchnage/ return.

If a product is returned as faulty but found not to have a manufacturing fault or if a fault has developed as a result of accident, neglect or misuse, no costs will be refunded.

Kind regards
Currys Clearance eBay store

So now you're saying, ANY product Curry's sells NEVER develops a fault after 6 months?

Also you're saying, if it's working fine when delivered then the 12mth warranty is worthless because ANY fault within that period is the customer's fault due to Accident, Neglect or Misuse.

Have I understood Curry's position correctly?

Thank you for your message,

The issue you describe is not indicative of a manufacturing defect, that would otherwise render the product unfit for purpose, or of unsatisfactory quality, but rather an issue attributable to wear and tear, or a malfunction that has developed through use and the passage of time. The product has functioned satisfactorily since it's purchase over 8 months ago and accordingly, a return of this product cannot be accepted.

We appreciate this will be disappointing, but you will understand we must adhere to the warranty provisions and policy in place at the point of sale.

Kind Regards,
Currys Clearance eBay Store

Surely Currys can't dismiss the issue without even looking into the issue, otherwise what is the point of the 12 month warranty?
Does this fall under violation of consumer rights act or similar? Any advise would be really appreciated. 

Thanks in advance (sorry for the long post).

The retainer clips under the keytops on a Chromebook are extremely fragile. They do break easily and do wear out. The cursor keys do get particularly heavy use and you have a previously owned machine. It probably is wear and tear.

Does this fall under violation of consumer rights act or similar? Only if you can prove that the failure is not normal wear and tear but was caused by an inherent fault present when the machine was new. Could you do that?

Fortunately the parts are cheap and widely available on eBay etc. because they do wear out so often. There are videos on YouTube showing how to replace them. However your local phone repair guy should be able to do it for you while you wait.

Razam622

born_again said:

Currys do not supply warranty that will be the manufacture of the chrome book.

As you are over 6 months for your consumer rights you need to get a independent report on the issue, if you want to take it forward with Currys.

Thanks. The ebay listing said "comes with 12 month Currys Clearance warranty". As it is a refurb, I'm guessing that's why the warranty lies with Currys.

Razam622

Alderbank said:
.

The retainer clips under the keytops on a Chromebook are extremely fragile. They do break easily and do wear out. The cursor keys do get particularly heavy use and you have a previously owned machine. It probably is wear and tear.

Does this fall under violation of consumer rights act or similar? Only if you can prove that the failure is not normal wear and tear but was caused by an inherent fault present when the machine was new. Could you do that?

Fortunately the parts are cheap and widely available on eBay etc. because they do wear out so often. There are videos on YouTube showing how to replace them. However your local phone repair guy should be able to do it for you while you wait.

Thanks. I'm guessing it'll be hard to prove poor hardware is the fault. I'll look into the replacement parts & DIY fix you suggested.

prowla

I had an unpleasant experience buying from Currys, where they sent me the wrong item, then delayed in ascertaining I'd returned the right item, then trying to send the same wrong one to me again, then bouncing my refund around different departments who "couldn't" put me through to each other and hiding behind internal email systems.

I eventually got my refund, but lesson learned and I won't use them again.

Their business model is a bit strange as well... You go to the shop and they tend to not have the stock and recommend you go online, but you might as well just not bother going to the shops and instead compare online prices and select reputable dealers.

MalMonroe

Hi,

On this occasion though, you didn't actually buy direct from Currys, you bought via eBay. Who do offer a guaranteed refund if things go wrong. 

So it might be worth contacting them and telling them what you put in your OP.  You won't lose anything by doing so. (Click 'help and contact' at the left hand side of your ebay page.)

There's also this info - https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/

Scroll down to 'Other key need-to-knows' about second hand goods.

Currys really should be offering a repair, since that's what their warranty says and a chromebook, even refurbished, should last longer than 7 months. 

This is what the Consumer Rights Act 2015 says "You are always entitled to a full refund / repair / replacement if an item is faulty, unless the fault is pointed out to you when you bought it. The Consumer Rights Act 2015 gives you 6 years cover in England and Wales and 5 years in Scotland. You are also entitled to a full refund by the same method of payment."

All you want is a repair. What is Currys' problem? (Is what I'd be wanting to know).

powerful_Rogue

MalMonroe said:

Hi,

On this occasion though, you didn't actually buy direct from Currys, you bought via eBay. Who do offer a guaranteed refund if things go wrong. 

So it might be worth contacting them and telling them what you put in your OP.  You won't lose anything by doing so. (Click 'help and contact' at the left hand side of your ebay page.)

There's also this info - https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/

Scroll down to 'Other key need-to-knows' about second hand goods.

Currys really should be offering a repair, since that's what their warranty says and a chromebook, even refurbished, should last longer than 7 months. 

This is what the Consumer Rights Act 2015 says "You are always entitled to a full refund / repair / replacement if an item is faulty, unless the fault is pointed out to you when you bought it. The Consumer Rights Act 2015 gives you 6 years cover in England and Wales and 5 years in Scotland. You are also entitled to a full refund by the same method of payment."

All you want is a repair. What is Currys' problem? (Is what I'd be wanting to know).

@MalMonroe , This is complete nonsense. Probably your worst advice to date.

1. When you purchase on eBay, the contract is between the buyer and the seller, not the buyer and eBay.

2. eBay don't offer any remedy under their Buyer Protection program for when an item is faulty 7 months after purchase. So 'Guaranteed Refund' is incorrect.

3. Currys don't need to offer a repair if their T&C's exclude user damage.

4. The Consumer Rights Act does NOT say that at all. That is incorrect and dangerous advice. (Part in bold)

5. You do NOT have 6 years cover in the UK. You have 6 years to make a claim.

6. You are NOT entitled to a full refund. The seller can deduct from the refund to account for the use the buyer has had from the product.

What is Currys problem? The OP has answered that. They believe it's user damage. As the item was purchased over six months ago, it's for the purchaser to show it's not.

Please please please stop giving incorrect advice. You could end up costing someone lots of money with your dreadfully incorrect advice.