PC monitor will not turn on 18 months after purchase

Jikooxie

Hi

Unfortunately, this morning my Gigabyte 32" Curved Gaming Monitor decided not to allow itself to be turned on.

The original purchase was made from Scan computers on 23/11/2022

Using the Gigabyte online warranty checker, I can confirm the warranty expiration date is 01/05/2026

I made initial contact with Scan computers but they advised me that since the fault has developed way after the initial 30 day period, then I would have to go directly to Gigabyte to get the issue resolved.

When I contacted Gigabyte, they said that I would have to either use original packaging (which I no longer have) to send the monitor back for repair or package it securely and send it to them at my own expense. 

Could you someone advise on what my consumer rights are?

At this moment, I paid £600 for a device that has stopped working after 18 months. And now it feels like I'm being asked to fork out an additional £50-£100 to get it shipped to a location outside of UK for repair.

This can't be right surely?

Is the onus on Scan to either replace or refund me for selling a product that became defective within 18 months?

born_again

For Scan to get involved. You would need to get & pay for a independent report stating that the monitor was inherently faulty.

Cab we take it that you have checked the basics like fuse in plug, all connections are secure?
Does it have a separate power supply? That may have failed.

At the moment you are going to have to engage with manufacture & warranty.

Jikooxie

Yea, I've done the usual checks, used multimeter ty confirm the monitor power adapter is working which it is.

I've just found out that Gigabyte use a company based in  Milton Keynes so thankfully I won't have to spend a fortune and send it abroad for repair.

One to remember for the future. Never eve buy a Gigabyte monitor again. I mean really, what percentage of folks are reading the Key Warranty Conditions of a an electronic item they're buying?!

Thanks for your help. I have already started the process to get the RMA.

Now I nee to focus on the difficult part and find a box large enough to fit this [insert expletives]

born_again

Local supermarket & some banana boxes 👍

eskbanker

Jikooxie said:

Is the onus on Scan to either replace or refund me for selling a product that became defective within 18 months?

Your consumer rights are indeed with the retailer rather than the manufacturer, so technically they shouldn't refer you to the latter if that's how you wish to proceed, but it's often a more pragmatic approach to handle such matters under a manufacturer warranty, once beyond the initial six months after purchase - if you wish to hold the retailer liable after that then the onus is on you to demonstrate that the fault was present at the time of sale (e.g. a manufacturing flaw), which will typically entail an expert report.

Aylesbury_Duck

Jikooxie said:

Yea, I've done the usual checks, used multimeter ty confirm the monitor power adapter is working which it is.

I've just found out that Gigabyte use a company based in  Milton Keynes so thankfully I won't have to spend a fortune and send it abroad for repair.

One to remember for the future. Never eve buy a Gigabyte monitor again. I mean really, what percentage of folks are reading the Key Warranty Conditions of a an electronic item they're buying?!

Thanks for your help. I have already started the process to get the RMA.

Now I nee to focus on the difficult part and find a box large enough to fit this [insert expletives]

I doubt other manufacturers are that different in their approach, and people should absolutely read warranty conditions before buying if the warranty is important to them.  I suspect very few do, but that doesn't make it a sensible choice.  Warranties complement your statutory consumer rights and are often limited or come with conditions, but people just think "oh look, a warranty, that's good - I'll get a free replacement if anything goes wrong" and don't actually check what the warranty provides and under what circumstances.  Some white goods warranties cover parts costs but not fitting, for example, and people are then shocked to find that they have to pay to have their new fridge pump fitted.

Jumblebumble

Aylesbury_Duck said:

Jikooxie said:

Yea, I've done the usual checks, used multimeter ty confirm the monitor power adapter is working which it is.

I've just found out that Gigabyte use a company based in  Milton Keynes so thankfully I won't have to spend a fortune and send it abroad for repair.

One to remember for the future. Never eve buy a Gigabyte monitor again. I mean really, what percentage of folks are reading the Key Warranty Conditions of a an electronic item they're buying?!

Thanks for your help. I have already started the process to get the RMA.

Now I nee to focus on the difficult part and find a box large enough to fit this [insert expletives]

I doubt other manufacturers are that different in their approach, and people should absolutely read warranty conditions before buying if the warranty is important to them.  I suspect very few do, but that doesn't make it a sensible choice.  Warranties complement your statutory consumer rights and are often limited or come with conditions, but people just think "oh look, a warranty, that's good - I'll get a free replacement if anything goes wrong" and don't actually check what the warranty provides and under what circumstances.  Some white goods warranties cover parts costs but not fitting, for example, and people are then shocked to find that they have to pay to have their new fridge pump fitted.

Dell seem to advance replace which seems far more agreeable

Dell monitors are replaced using an advanced exchange warranty. When the replacement monitor arrives the existing monitor is returned in the packaging the replacement monitor arrived in. What is returned in addition to the monitor varies.

https://www.dell.com/support/kbdoc/en-uk/000140860/items-that-should-be-returned-with-a-warranty-monitor-replacement

DullGreyGuy

Jumblebumble said:

Aylesbury_Duck said:

Jikooxie said:

Yea, I've done the usual checks, used multimeter ty confirm the monitor power adapter is working which it is.

I've just found out that Gigabyte use a company based in  Milton Keynes so thankfully I won't have to spend a fortune and send it abroad for repair.

One to remember for the future. Never eve buy a Gigabyte monitor again. I mean really, what percentage of folks are reading the Key Warranty Conditions of a an electronic item they're buying?!

Thanks for your help. I have already started the process to get the RMA.

Now I nee to focus on the difficult part and find a box large enough to fit this [insert expletives]

I doubt other manufacturers are that different in their approach, and people should absolutely read warranty conditions before buying if the warranty is important to them.  I suspect very few do, but that doesn't make it a sensible choice.  Warranties complement your statutory consumer rights and are often limited or come with conditions, but people just think "oh look, a warranty, that's good - I'll get a free replacement if anything goes wrong" and don't actually check what the warranty provides and under what circumstances.  Some white goods warranties cover parts costs but not fitting, for example, and people are then shocked to find that they have to pay to have their new fridge pump fitted.

Dell seem to advance replace which seems far more agreeable

Dell monitors are replaced using an advanced exchange warranty. When the replacement monitor arrives the existing monitor is returned in the packaging the replacement monitor arrived in. What is returned in addition to the monitor varies.

https://www.dell.com/support/kbdoc/en-uk/000140860/items-that-should-be-returned-with-a-warranty-monitor-replacement

Is that for everyone or just businesses? A friend has a silly price projector which the warranty stated it would give a substitute device to use during repairs but got annoyed when finally following the asterics to find out it was only for commercial users so he had to go without TV etc for a few weeks. 

forgotmyname

Gigabyte were brilliant when my mouse failed, even though I bought it from Amazon who didn't have this item in stock at the
time so thought worth trying a direct approach.  They sent me a new mouse within days and did not ask for the other one
to be returned.

It came from europe though not a UK address.