Help with getting a replacement computer motherboard.

scrappysphinx

Hi all, so in February of this year I built a new gaming computer. The motherboard was £202.99 from Amazon UK so not cheap. As of a few days ago the ethernet port has stopped working completely. It's not detected at all and the lights on the port aren't lighting up like they should. I have tried some basic options like resetting the CMOS, tried a Linux live cd and even updating the bios to the latest available from the manufacturer which have all failed to get it to function. 

I have contacted the manufacturer (Gigabyte) who have advised me to contact the seller for a replacement under warranty so off I went to speak to Amazon. They are refusing to replace the board and only offering me the option to return it for a full refund. This wouldn't be an issue normally but the board is now priced at £257.49 so I would then have to spend more than £50 to replace it myself. 

I have sent Gigabyte a transcript of the conversation with Amazon showing their refusal of a replacement but they are insisting that I need to go through Amazon for replacement under warranty within the first year and they take over for years 2 and 3. I am being passed back and forth but getting nowhere. 

Who do I need to take it up with or what do I need to do to get my computer back up and running properly and resolve this?

I know I could use Wi-fi to connect to the internet but the signal is poor in the room with the computer and that is beside the point, a part of the product has failed and so I don't think I'm out of order requesting a replacement?

Thanks

Alderbank

Amazon themselves do sell Gigabyte motherboards but lots of other sellers use Amazon as their fulfilment centre.

Did you buy directly from Amazon or from a third party seller?
(Look on the right hand side of the Amazon page. It will say Dispatches from Amazon, Sold by ---)

Bradden

I believe Amazon are within their rights to offer a refund only if they wish. To be fair to them they could reduce the value due to the usage you've had so the offer of a full refund isn't bad.

Keep_pedalling

Amazon have choice to repair, replace or refund and the choice of those options is entirely down to them.

scrappysphinx

Alderbank said:

Amazon themselves do sell Gigabyte motherboards but lots of other sellers use Amazon as their fulfilment centre.

Did you buy directly from Amazon or from a third party seller?
(Look on the right hand side of the Amazon page. It will say Dispatches from Amazon, Sold by ---)

It was sold and dispatched by Amazon themselves not a 3rd party marketplace seller.
The part i am struggling with is the board is 6 months old and under a 3 year warranty. Gigabyte are insisting that i contact Amazon for an RMA replacement motherboard, Amazon are only offering to refund it rather than replacing it under warranty but by accepting the refund i will then as i've mentioned above, have to pay around £50 on top to get the same board. Surely i can insist on having the board replaced under warranty?

molerat

scrappysphinx said:

Alderbank said:

Amazon themselves do sell Gigabyte motherboards but lots of other sellers use Amazon as their fulfilment centre.

Did you buy directly from Amazon or from a third party seller?
(Look on the right hand side of the Amazon page. It will say Dispatches from Amazon, Sold by ---)

It was sold and dispatched by Amazon themselves not a 3rd party marketplace seller.
The part i am struggling with is the board is 6 months old and under a 3 year warranty. Gigabyte are insisting that i contact Amazon for an RMA replacement motherboard, Amazon are only offering to refund it rather than replacing it under warranty but by accepting the refund i will then as i've mentioned above, have to pay around £50 on top to get the same board. Surely i can insist on having the board replaced under warranty?

No you can't. 

Warranty is at the discretion of whoever offers it which in this case is the manufacturer.  They have told you for the first year to go to Amazon and you are using your consumer rights. Amazon can replace, repair or refund at their choice. They could also refund at an amount that reflects the use you have had from the board but they are happy to put you back in the position you were in before purchase which is money in the bank and no board.  You have 2 choices, appeal to their better nature or take the full refund offered.  The first option is unlikely to happen.

scrappysphinx

I am not insisting Amazon themselves replace the board under warranty, i am more than happy to wait for it to be returned to Gigabyte and a replacement provided but they are insisting it must go through Amazon as an RMA. Gigabyte have confirmed that i can ask for an RMA and i have relayed that to Amazon but they are not cooperating with the manufacturers requests. Can i insist on the manufacturer dealing with it directly. They've told me the warranty period is 3 years with the 1st year handled by the retailer and them handling it for the 2nd and 3rd year. What is the point of the warranty if i can't use it? 

Sorry if i'm sounding argumentative, i'm just struggling to understand why i can't seem to get a faulty product replaced under warranty, either by Amazon being a 3rd party and returning it to the manufacturer or by the manufacturer directly?

molerat

You cannot insist on the manufacturer doing anything, you have no contract with them.

Your contract is with Amazon who have consumer legislation to comply with and they are doing that with a full refund. Again you cannot insist which path they choose to go down as long as they comply with the legislation.

Unfortunately what you would like to happen, what would be the common sense thing to do or what would provide the best customer service outcome don't come in to it especially with large corporations.

tasticz

no rights unfortunately, amazon can repair, replace or refund as they wish.

DanDare999

tasticz said:

no rights unfortunately, amazon can repair, replace or refund as they wish.

Seems like the OP has rights to the bold. 

scrappysphinx

Thanks for the replies and my apologies if i came across argumentative. Amazon have since told me they will process a replacement if i can get it in writing from Gigabyte that it is indeed needing to be RMA'd. Thats proving difficult because although they have acknowledged a fault they just keep quoting me the same line "Contact the seller". I'll probably have to return it to Amazon and take the refund then decide if i want to stay within the budget of the refund and get a different lower level board or stump up the difference for another higher end one.