faulty goods received, replacement goods is also faulty, can i get my money back?

_random_user_name

Hi

i bought quite expensive goods (costing £2000) online in dec 2021, i received it feb 2022, i soon noticed a fault (dead pixel in the display). i notified the retailer within days of receiving it and they authorised a replacement. that replacement took 3.5 months to arrive. i've had the replacement since jun 1st and i've just noticed today that this one also has a dead pixel.

many users are reporting problems with the same item, and the number 1 problem appears to be dead pixels. what are my rights concerning getting my money back? i paid with cc but that was over 6 months ago. i fear another replacement may have the same problem, if so then i would 100% want a refund but do i have a right to this?

the company that i bought it from is in the uk, i am too.

Diamandis

Usually 1 dead pixel isn't classed  a fault. What js the item?

_random_user_name

Diamandis said:

Usually 1 dead pixel isn't classed  a fault. What js the item?

a VR headset. it is a fault, they've replaced 1 unit, and an obvious one to see as your eyes are 1 inch from the display.

IvanOpinion

They have had their one chance at resolving the issue so you should now be able to request your money back.

I know that some people will say 1 dead pixel isn't a big deal and you will barely notice it. We had a TV screen with 1 dead pixel and I found that I could not take my eyes off it no matter what else was happening on the screen, it really spoilt the viewing experience - but then, that is me.

_random_user_name

IvanOpinion said:

They have had their one chance at resolving the issue so you should now be able to request your money back.

I know that some people will say 1 dead pixel isn't a big deal and you will barely notice it. We had a TV screen with 1 dead pixel and I found that I could not take my eyes off it no matter what else was happening on the screen, it really spoilt the viewing experience - but then, that is me.

But I'm wondering if legally i have a case? i know if it's outside the no quibble refund window (14 days) i have to give the retailer/manufacturer a chance to fix or replace the unit rather than refund if it's within the 1 year warranty. what i'm unsure of is what happens, how do i stand legally, if they don't put the problem right within 1 or 2 attempts (faulty replacements).

the_lunatic_is_in_my_head

_random_user_name said:

IvanOpinion said:

They have had their one chance at resolving the issue so you should now be able to request your money back.

I know that some people will say 1 dead pixel isn't a big deal and you will barely notice it. We had a TV screen with 1 dead pixel and I found that I could not take my eyes off it no matter what else was happening on the screen, it really spoilt the viewing experience - but then, that is me.

But I'm wondering if legally i have a case? i know if it's outside the no quibble refund window (14 days) i have to give the retailer/manufacturer a chance to fix or replace the unit rather than refund if it's within the 1 year warranty. what i'm unsure of is what happens, how do i stand legally, if they don't put the problem right within 1 or 2 attempts (faulty replacements).

After 1 failed repair or replacement attempt you have the right to reject for a refund or the right to a price reduction, where it's been less than 6 months since delivery it should be a full refund, a price reduction probably isn't of benefit to you in this instance

https://www.legislation.gov.uk/ukpga/2015/15/section/24/enacted

(5)A consumer who has the right to a price reduction and the final right to reject may only exercise one (not both), and may only do so in one of these situations—

(a)after one repair or one replacement, the goods do not conform to the contract;

(b)because of section 23(3) the consumer can require neither repair nor replacement of the goods; or

(c)the consumer has required the trader to repair or replace the goods, but the trader is in breach of the requirement of section 23(2)(a) to do so within a reasonable time and without significant inconvenience to the consumer.

RogerBareford

_random_user_name said:

Diamandis said:

Usually 1 dead pixel isn't classed  a fault. What js the item?

a VR headset. it is a fault, they've replaced 1 unit, and an obvious one to see as your eyes are 1 inch from the display.

What VR headset is it out of interest?

diystarter7

RogerBareford said:

_random_user_name said:

Diamandis said:

Usually 1 dead pixel isn't classed  a fault. What js the item?

a VR headset. it is a fault, they've replaced 1 unit, and an obvious one to see as your eyes are 1 inch from the display.

What VR headset is it out of interest?

Ditto.........

bris

Is there a pixel policy?

_random_user_name

the_lunatic_is_in_my_head said:

_random_user_name said:

IvanOpinion said:

They have had their one chance at resolving the issue so you should now be able to request your money back.

I know that some people will say 1 dead pixel isn't a big deal and you will barely notice it. We had a TV screen with 1 dead pixel and I found that I could not take my eyes off it no matter what else was happening on the screen, it really spoilt the viewing experience - but then, that is me.

But I'm wondering if legally i have a case? i know if it's outside the no quibble refund window (14 days) i have to give the retailer/manufacturer a chance to fix or replace the unit rather than refund if it's within the 1 year warranty. what i'm unsure of is what happens, how do i stand legally, if they don't put the problem right within 1 or 2 attempts (faulty replacements).

After 1 failed repair or replacement attempt you have the right to reject for a refund or the right to a price reduction, where it's been less than 6 months since delivery it should be a full refund, a price reduction probably isn't of benefit to you in this instance

https://www.legislation.gov.uk/ukpga/2015/15/section/24/enacted

(5)A consumer who has the right to a price reduction and the final right to reject may only exercise one (not both), and may only do so in one of these situations—

(a)after one repair or one replacement, the goods do not conform to the contract;

(b)because of section 23(3) the consumer can require neither repair nor replacement of the goods; or

(c)the consumer has required the trader to repair or replace the goods, but the trader is in breach of the requirement of section 23(2)(a) to do so within a reasonable time and without significant inconvenience to the consumer.

excellent, thankyou. i'll give them 1 more chance to rectify it, if that's faulty i'll request a refund.

RogerBareford said:

_random_user_name said:

Diamandis said:

Usually 1 dead pixel isn't classed  a fault. What js the item?

a VR headset. it is a fault, they've replaced 1 unit, and an obvious one to see as your eyes are 1 inch from the display.

What VR headset is it out of interest?

varjo aero. it's a really nice high resolution headset, but they appear to be having issues in production and QC.

bris said:

Is there a pixel policy?

varjo are replacing headsets with dud pixels.

_random_user_name

update: the varjo reseller in the uk asked me if i wanted a 3rd headset or a refund, i opted for refund, the defective headsets are being picked up today

quick question for those who are maths savvy: a varjo employee has said the percentage of varjo aero headsets with dead pixels is 2% but i'm not sure i believe this going by the issues ive read about.

i and several others have received consecutive dead pixel headsets, so if i received 2 are my chances 0.02 x 0.02 = 0.004?

one person has had 4 consecutive headsets with dead pixels, what would be the chances of that? is it 0.02 x 0.02 x 0.02 x 0.02 = 0.00000016?