Ebuyer partial refund issue

ArbitraryRandom

vikingguy666 said:

True I have had 2 years use, minus the 2 break downs, but I cant see how that justifies a 50% mark down, more so when you cant buy anything for that, I was hoping for at least a good 450-500.

The only other thing I've been advised on is to ask other companies what their normal procedure is for " partial refunds " but I don't see anyone getting back to me on that if I haven't bought from them 

It's not a question of what you could buy or what other stores do... it's a question of your legal rights. Those rights are a refund of the price you paid with a deduction for the time you had use of the product. 

If you want a 70% refund (£500), then what you need to do is find some evidence/ an independent authority who says a product of that type has a reasonable life expectancy of ~7 years.

Have you been able to find anything that supports your assessment of the reasonable life expectancy? 

vikingguy666

Jumblebumble said:

pushpull said:

vikingguy666 said:

the_lunatic_is_in_my_head said:

eskbanker said:

Personally I wouldn't say that it's unreasonable to view a two-year-old laptop as being worth just over half of its original purchase price, but can you find any of your model selling for more than that at that age?

Too lazy to find it but there's guidance on Business Companion specifically stating the regs stipulate the deduction is for use and the current market value shouldn't be used as a figure. 

Bearing in mind OP has presumably paid someone to inspect it £350 is a little low IMHO, if I paid £700 for a laptop I'd be expecting the higher end of that 5 years plus the cost of the inspection.

OP these companies always offer as little as possible, you have to keep on them to squeeze a bit more out of them. 

As far as I am aware the same laptop, or same name with a few updated specs, is still a similar price tag.

They outright said the cost of the inspection was on me, which I understand its up to me to prove I'm not at fault, but there's literally no other way to do so without paying someone, I also had to find someone who would do it exactly as they asked :

"Details specific to the item (serial numbers etc so we can identify the product).

Full details of the suspected fault.

Full explanation and evidence to show why the suspected fault is due to the manufacturer and not to over use.

Full details of all tests carried out on the item.

Reasoning behind the final conclusion."

First one wasn't good enough apparently so I had to go back and try again 

It does feel like I'm being challenged every step

eBuyer are well known for doing things exactly as per your legal rights and nothing more, which is one of the reasons why I've always avoided them.

It turn out that what most retailers offer in terms of return processes is considerably better than those provided by legislation.

I agree
How does anyone prove that a laptop has or has not  been overused (whatever that means?)
( I could understand a company moaning about  domestic  washing machine being used in a large guest house but a laptop?)
We wont buy from them either as that will happily take money for next business day delivery put the item in the hands of Yodel and then when Yodel lost it said we had to wait until Yodel had gone to  look for it.

Also they can work around things, I got a reply saying his " manager " found a similar laptop and was willing to add £100 towards it, I'm not going to buy something similar to what broke, and it's a !!!!!! take to say they'll add part extra but only if I buy this exact product, but it at least proves their rules are not set in stone

vikingguy666

The situation has been resolved as much as its going to be, I think I've done well enough. I've basicly got that extra £100 that was going to be credit back as cash so almost £500 back from £700 which I'll take as a win, that's £100 loss each year I had it.

Just to leave help for anyone else who comes across this with a similar issue, it took me 94 days from my original email to them, patience is key, get help from citizens advice and go through everything in order, push them at every opertunity, and if you end up at the official complaint stage what seemed to work for me was dropping the "I would like a final response letter so I can forward it on to the Financial Ombudsman service to escalate further".

Going to guess £100 was a calculated loss vs what could of happened if it went further 

Hopefully this helps someone else down the line

ArbitraryRandom

Glad to hear you had a positive outcome, but I'm not sure why the FOS would be interested (did you use a financial product to buy the laptop)? 

I'd suggest the £100 was more likely that they considered the staff/time cost of continuing to argue about the valuation with you (called 'go away money').