Amazon vs manufacturer warranty..

noisyblue

Hi

i I bought a wifi mesh router from Amazon and it has failed after 34 months. The manufacturer offers a warranty of 36 months but Amazon are only offering a 24 month warranty and as I am outside of that period, will not offer replacement or refund, suggesting I deal with the manufacturer directly. 

The manufacturer (Asus) say that Amazon have to honour the 36 month warranty, and that I should deal with Amazon on this matter.

Can anyone advise on what I can do next? Who is obliged to deal with the faulty unit?

thanks in advance 

powerful_Rogue

What do the terms of the warranty state?

noisyblue

Firstly,
Your ASUS warranty is covered directly by your place of purchase, therefore we advise that you contact them, and they will be able to support throughout the full warranty period of your product. Depending on the exact type of product you own this will be either a repair, replacement or credit (as long as your product is still within the warranty period)."

Secondly,
Thank you for the reply.
The commercial warranty for routers is 36 months since day 1 of purchase.
If you're still within this period, please contact the retailer first.
If they refuse to assist and if the device is still in warranty, in order for us to intervene we would need these details and documents:
1. A copy of proof of purchase/invoice
2. Serial number of the unit:
3. Fault description:
4. Contact details:
5. Reseller refusing the claim correspondence: screenshot of mail/chat/script with the seller/seller's representative's official response for your warranty claim,.

Phoenix72

The whole point of a manufacturer warranty is that it is the manufacturer who provides it. Your Consumer Rights are with Amazon, your warranty rights are with Asus.

Was this bought direct from Amazon or a 3rd party seller. I'd be surprised if Amazon offered any official warranty.

How much did you pay for it?

sheramber

Secondly,
Thank you for the reply.
The commercial warranty for routers is 36 months since day 1 of purchase.
If you're still within this period, please contact the retailer first.
If they refuse to assist and if the device is still in warranty, in order for us to intervene we would need these details and documents:
1. A copy of proof of purchase/invoice
2. Serial number of the unit:
3. Fault description:
4. Contact details:
5. Reseller refusing the claim correspondence: screenshot of mail/chat/script with the seller/seller's representative's official response for your warranty claim,.

If they refuse to assist and if the device is still in warranty, in order for us to intervene we would need these details and documents:

Have you done this?

noisyblue

sheramber said:

Secondly,
Thank you for the reply.
The commercial warranty for routers is 36 months since day 1 of purchase.
If you're still within this period, please contact the retailer first.
If they refuse to assist and if the device is still in warranty, in order for us to intervene we would need these details and documents:
1. A copy of proof of purchase/invoice
2. Serial number of the unit:
3. Fault description:
4. Contact details:
5. Reseller refusing the claim correspondence: screenshot of mail/chat/script with the seller/seller's representative's official response for your warranty claim,.

If they refuse to assist and if the device is still in warranty, in order for us to intervene we would need these details and documents:

Have you done this?

Yes, all details provided to the Manufacturer. They claim to have contacted Amazon telling them to honour the 36 month warranty, but when I have contacted Amazon (on 3 separate occasions - I’ve gone back and forth between these two organisations several times now) they do not acknowledge any communications with Asus on this and repeat the 24 months line 

noisyblue

Phoenix72 said:

The whole point of a manufacturer warranty is that it is the manufacturer who provides it. Your Consumer Rights are with Amazon, your warranty rights are with Asus.

Was this bought direct from Amazon or a 3rd party seller. I'd be surprised if Amazon offered any official warranty.

How much did you pay for it?

I paid £159.59 for it. It was bought directly from Amazon EU S.a.r.l

Okell

noisyblue said:

sheramber said:

Secondly,
Thank you for the reply.
The commercial warranty for routers is 36 months since day 1 of purchase.
If you're still within this period, please contact the retailer first.
If they refuse to assist and if the device is still in warranty, in order for us to intervene we would need these details and documents:
1. A copy of proof of purchase/invoice
2. Serial number of the unit:
3. Fault description:
4. Contact details:
5. Reseller refusing the claim correspondence: screenshot of mail/chat/script with the seller/seller's representative's official response for your warranty claim,.

If they refuse to assist and if the device is still in warranty, in order for us to intervene we would need these details and documents:

Have you done this?

Yes, all details provided to the Manufacturer. They claim to have contacted Amazon telling them to honour the 36 month warranty, but when I have contacted Amazon (on 3 separate occasions - I’ve gone back and forth between these two organisations several times now) they do not acknowledge any communications with Asus on this and repeat the 24 months line 

I think you have to pursue this further with Asus as it appears to be their warranty, not Amazon's.

Can you ask them for copies of the correspondence they have sent Amazon telling them to honour the Asus warranty?  You can then present that to Amazon and see what happens.

If Asus won't provide that correspondence or if amazon ignore it, I think your only recourse is with Asus.

Obviously there is (or appears to be) some sort of business agreement between Asus and Amazon that amazon will honour the Asus warranty if Asus authorise it.  If Amazon won't then there's nothing you can do about it.  Asus must sort it out.

When dealing with Amazon are you dealing with people based abroad?

noisyblue

Okell said:

noisyblue said:

sheramber said:

Secondly,
Thank you for the reply.
The commercial warranty for routers is 36 months since day 1 of purchase.
If you're still within this period, please contact the retailer first.
If they refuse to assist and if the device is still in warranty, in order for us to intervene we would need these details and documents:
1. A copy of proof of purchase/invoice
2. Serial number of the unit:
3. Fault description:
4. Contact details:
5. Reseller refusing the claim correspondence: screenshot of mail/chat/script with the seller/seller's representative's official response for your warranty claim,.

If they refuse to assist and if the device is still in warranty, in order for us to intervene we would need these details and documents:

Have you done this?

Yes, all details provided to the Manufacturer. They claim to have contacted Amazon telling them to honour the 36 month warranty, but when I have contacted Amazon (on 3 separate occasions - I’ve gone back and forth between these two organisations several times now) they do not acknowledge any communications with Asus on this and repeat the 24 months line 

I think you have to pursue this further with Asus as it appears to be their warranty, not Amazon's.

Can you ask them for copies of the correspondence they have sent Amazon telling them to honour the Asus warranty?  You can then present that to Amazon and see what happens.

If Asus won't provide that correspondence or if amazon ignore it, I think your only recourse is with Asus.

Obviously there is (or appears to be) some sort of business agreement between Asus and Amazon that amazon will honour the Asus warranty if Asus authorise it.  If Amazon won't then there's nothing you can do about it.  Asus must sort it out.

When dealing with Amazon are you dealing with people based abroad?

I’ve had 3 encounters with Amazon customer service, all off-shore, via real time chat. I also tried Amazon Customer service via X (formerly Twitter) direct messaging and felt that was on- or near-shore. All times I’ve had the same response that Amazon will honour their own 24 month warranty, not the Asus 36 month warranty.

i have requested details of the communication between Asus and Amazon but have just been told by Asus to try Amazon again in a few days, once the information has made its way through to their customer support teams. Feels like a brush off from Asus.

Okell

OK.

This si the sort of problem you get when company A and company B try to get an unconnected third party (you) to act as a go-between or mediator between A and B regarding an agreement between A and B that you don't know the details of!  A recipe for confusion and inaction.

At the end of the day, I think it's up to Asus to force Amazon to honour the Asus warranty.  Give Amazon another couple of days as Asus suggest.

I don't have any dealings with amazon myself but you do get lots of complaints about their customer service on here.  I don't take much notice of those threads but I'm aware some people have success writing to various amazon UK email addresses but I can't remember what they are.

Maybe another poster could provide details on here or you could search some amazon threads.  If you can get someone at amazon who understands the problem and who is aware of the arrangement with asus you might get soemwhere

noisyblue

If anyone has some valid Amazon UK email addresses I could use to try to get some sort of engagement from them on this issue, that would be very much appreciated. Thanks in advance