Need advice on how to action Consumer Rights Act against Very for faulty PS5 console

32Bitter

I bought the disc model in October 2021 and it cost me £500+ and earlier this year just out of the blue it has stopped reading discs. 

I have checked all the possible remedies online about the disc direction and rebuilding databases etc... I am pretty sure it is hardware related.  Tried to contact Very by phone and because they are based in South Africa they didn't seem to have a clue about CRA 2015.  Tried to contact them on twitter also and got this response:

"As we are not the manufacturer - and as the warranty comes from them - we cannot assist with troubleshooting faults. Sadly if the item is out of warranty we cannot accept it back on our end. We'd have to advise you to obtain confirmation from the manufacturer the issue is a manufacturing fault and thus would have been covered by the warranty. And their permission to return it to us if they cannot repair/replace per the warranty. If they cannot or will not provide that for us we'd have to advise you to obtain an independent report from an accredited engineer confirming the fault and that it was a manufacturing issue (and thus covered) so we can then accept that back on our end. We'd cover the cost of this up to a maximum of £45. Our process on this is in line with our obligations under the Consumer Rights Act. Thanks."

I really didn't have a clue where to start and just kinda gave up.  I would like to try again as I really would like to use my PS5!

Looking online it seems this is quite a common problem.  People are attempting to fix it themselves but I am terrible at stuff like this.

Aylesbury_Duck

They're correct, but you don't have to exhaust the manufacturer process first.  You can go straight to getting that report.  If you want to exercise your consumer rights with Very as the retailer, you'll need that independent report.

You might try a local computer shop, or similar.

32Bitter

I don't drive and the PS5 is quite bulky.  I think this is the reason I gave up. 

I may try to phone up again or send Very a letter.  Ideally Very would send a courier for me to send it to them to get a repair or replacement.  If I send to Sony for repair they charge upwards of £200 I think.

Aylesbury_Duck

32Bitter said:

I don't drive and the PS5 is quite bulky.  I think this is the reason I gave up. 

I may try to phone up again or send Very a letter.  Ideally Very would send a courier for me to send it to them to get a repair or replacement.  If I send to Sony for repair they charge upwards of £200 I think.

The longer you leave it, the more it's depreciating.  Assuming there is a manufacturing fault, Very can choose to repair it, replace it or refund you partially.  After almost three years the refund may be quite low, perhaps 40% of the original price (based on it perhaps having an expected lifespan of 5 years).

You may just be wasting time writing to Very at this point.  They aren't able to repair your console because they're a retailer, not a hardware specialist, and they're not obliged to do anything until you've proved the fault isn't one of your own making.

born_again

While not solving the consumer rights side.
Try taking it to a local computer shop. Either a clean of the disk drive or a simple replacement of the drive might solve. Drives are very cheap.

the_lunatic_is_in_my_head

32Bitter said:

If they cannot or will not provide that for us we'd have to advise you to obtain an independent report from an accredited engineer confirming the fault and that it was a manufacturing issue (and thus covered) so we can then accept that back on our end. We'd cover the cost of this up to a maximum of £45.

Doesn't have to be an "accredited engineer", it just needs to be an independent inspection from someone who knows what they doing. 

There's no £45 limit but obviously be reasonable and don't spend hundreds. 

As above is there a local computer type shop nearby that would have a look?