'New' laptop with factory seal broken

GravMc

Hey all - newbie so sorry if covering old ground here...

I bought a new Asus laptop from a well known high street catalogue / online store for my son's upcoming birthday. 

On inspection at home I noticed that the manufacturer seal has been sliced through, and a white 'void' sticker placed over the top. I called Asus UK who confirmed it wouldn't have left them like this. I then called the retailer customer services who wouldn't offer any advice other than to call the local outlet and arrange a replacement. I did. That turned up with the same. I was told 'this is just how they arrive to us' and that the assistant had no idea why. 

This is the first time I've ever bought a 'new' laptop where this has happened, and we spent a bit more so it would hopefully last through several school years. Can anyone let me know if there are situations in which this is expected, and whether this is likely to effect the year's manufacturer warranty the store stated on the webpage I ordered from?

I've tried the store's customer service but no reply on social media, online chat and telephone still refer to the local store, and their facebook messenger option is a bot that goes round in circles...

400ixl

Is this the anti-tamper sticker on the laptop itself? Usually covering a screw or across a couple of panels.

Or is it on some of the packaging?

m0bov

How did you pay? Right a letter rejecting the goods.

Bradden

I would think it's fairly common due to the consumer laws on distance sales. Customers can return goods which have been opened for inspection.. retailer ships them to the next customer.

HillStreetBlues

Bradden said:

I would think it's fairly common due to the consumer laws on distance sales. Customers can return goods which have been opened for inspection.. retailer ships them to the next customer.

This is the issue retails have, but it is their problem not the customers.
Unsealed means you can't be certain it's new

rbn

I assume that this void sticker is intact? It's not impossible that Asus did open boxes to slip some extra documentation in, replace an incorrect charger or do something similar, and then resealed them before sending on to the retailer, without the person on the phone knowing. Since you've had two that have turned up in the same way, it doesn't sound like anything nefarious to me (assuming that it was two different laptops, and not just the one that was returned being sent out again...)

GravMc

Thanks all, really helpful replies.

It was the packaging not the laptop itself - the Asus seal on the box. The void sticker over it was intact - the second laptop (that was the same in terms of the seal) was ordered in by the retailer for exchanging for the one I'd originally been given, so I took the original one home. 

I guess my main worry is about whether the year manufacturer warranty the site mentions when ordering would be effected, particularly in view of the fact that the box has clearly been opened at *some* point (there being a lot that can happen to a laptop). 

I posted a question on the item's Q&A section on the shop website, and the reply there states that these are "are brand new and the seals will be intact" - there does seem to be some disconnect between what different areas within the retailer are saying, with no-one able to provide an answer to me regarding the broken seal. It was, I think, an okay deal - so my dilemma is whether to chance it and open / try the laptop, hoping any problems in that first year will be covered.

Alderbank

Is the retailer Argos?

You are overthinking this.
As above, it is quite common for a customer to ask to see the goods and for the retailer to open the box on the counter. That does not make it 'used' or secondhand.
The Asus warranty will not be affected. You purchased it new from their authorised seller. If you had cause to return it under guarantee the seal would be bound to broken at that point anyway.

While you are here, just a reminder that quite separately from that warranty you have statutory consumer rights for as long as you own the machine, and if you have problems in future you can enforce those rights against the seller regardless of whether any box seal was broken or not. 

GravMc

Alderbank said:

Is the retailer Argos?

You are overthinking this.
As above, it is quite common for a customer to ask to see the goods and for the retailer to open the box on the counter. That does not make it 'used' or secondhand.
The Asus warranty will not be affected. You purchased it new from their authorised seller. If you had cause to return it under guarantee the seal would be bound to broken at that point anyway.

While you are here, just a reminder that quite separately from that warranty you have statutory consumer rights for as long as you own the machine, and if you have problems in future you can enforce those rights against the seller regardless of whether any box seal was broken or not. 

It is, yep. Thanks. I probably am overthinking - this is just literally the first new laptop I've bought in many years where this has happened. Rights wise, that's great to hear - ta for the reassurance.

Bradden

HillStreetBlues said:

Bradden said:

I would think it's fairly common due to the consumer laws on distance sales. Customers can return goods which have been opened for inspection.. retailer ships them to the next customer.

This is the issue retails have, but it is their problem not the customers.
Unsealed means you can't be certain it's new

I think this is one of those topics which I've seen discussed before without any conclusion. If box has been opened to inspect a product at the point of sale I'm not sure it's second hand. The legislation was written on this basis.. which is why consumers have the right to return opened but unused purchases. 

Alderbank

Bradden said:

HillStreetBlues said:

Bradden said:

I would think it's fairly common due to the consumer laws on distance sales. Customers can return goods which have been opened for inspection.. retailer ships them to the next customer.

This is the issue retails have, but it is their problem not the customers.
Unsealed means you can't be certain it's new

I think this is one of those topics which I've seen discussed before without any conclusion. If box has been opened to inspect a product at the point of sale I'm not sure it's second hand. The legislation was written on this basis.. which is why consumers have the right to return opened but unused purchases. 

Which legislation is that?

Consumers have no statutory right to return opened but unused purchases unless they are faulty. If they are faulty it makes no difference whether they are opened, unused or not.

Some retailers allow limited returns but that is always in addition to your statutory rights. They can set any conditions they wish, including saying you must have till receipt and package seals must be intact.

Consumers making distance purchases have the statutory right to cancel the contract and return purchases regardless of whether they are opened or unused. The consumer can examine the goods as in a shop without penalty. Even if they have opened and used the goods excessively they can still return them for a refund but the seller can reduce the refund to allow for reduced sale value.

Nothing special in consumer law about a package being sealed, except for certain specified goods with a hygiene seal.