Replacement item surface damage

thebrains?

I returned my Air conditioning unit to be tested, as from when I first used it it didn't seem right, the fan would speed up in the low settings, it even did this on dehumidify. I have just recieved a replacement and it has surface damage, a big very noticeable scratch on the black plastic on the top. I'm so disappointed, the unit I returned was brand new when purchased, barely used and in excellent condition, no scratches or marks. 

I have emailed them and they have offered a small refund/discount but I have replied asking for a replacement. I am just wondered if anyone had any advice. I'm worried they are sending refurbished or imperfect replacements. 

Thank you

the_lunatic_is_in_my_head

Hello OP

If they are providing a remedy under your consumer rights any replacement should typically be identical, i.e if it were new originally then the replacement should also be new.

You can undergo as many replacements as you wish (or the company agree to) but ultimately the final remedy is a refund or a price reduction. 

I'm not personally sure what value the cosmetic condition of an air conditioning unit may have but any price reduction for the scratch would be whatever you can agree between yourself and the retailer. 

If this replacement has been provided by the manufacturer (who was not also the retailer) then it's likely to be warranty which can have it's own terms which may state replacements are refurbished but I would typically expect something that has been refurbished by the manufacturer to be almost as good as new. 

thebrains?

the_lunatic_is_in_my_head said:

Hello OP

If they are providing a remedy under your consumer rights any replacement should typically be identical, i.e if it were new originally then the replacement should also be new.

You can undergo as many replacements as you wish (or the company agree to) but ultimately the final remedy is a refund or a price reduction. 

I'm not personally sure what value the cosmetic condition of an air conditioning unit may have but any price reduction for the scratch would be whatever you can agree between yourself and the retailer. 

If this replacement has been provided by the manufacturer (who was not also the retailer) then it's likely to be warranty which can have it's own terms which may state replacements are refurbished but I would typically expect something that has been refurbished by the manufacturer to be almost as good as new. 

Thank you.

It looks like they are the manufacturer and the retailer, they are sending a replacement and it looks to be a refurbished model which is really disappointing. Electriq/appliances direct. 

thebrains?

Thank you again.

I have just called them and they have reassured me the one being delivered is a brand new air conditioner so hopefully it should be ok. 

powerful_Rogue

thebrains? said:

Thank you again.

I have just called them and they have reassured me the one being delivered is a brand new air conditioner so hopefully it should be ok. 

Just shows communication is key.

thebrains?

the_lunatic_is_in_my_head said:

Hello OP

If they are providing a remedy under your consumer rights any replacement should typically be identical, i.e if it were new originally then the replacement should also be new.

You can undergo as many replacements as you wish (or the company agree to) but ultimately the final remedy is a refund or a price reduction. 

I'm not personally sure what value the cosmetic condition of an air conditioning unit may have but any price reduction for the scratch would be whatever you can agree between yourself and the retailer. 

If this replacement has been provided by the manufacturer (who was not also the retailer) then it's likely to be warranty which can have it's own terms which may state replacements are refurbished but I would typically expect something that has been refurbished by the manufacturer to be almost as good as new. 

The replacement was faulty, and another replacement is damaged.

As it's now been a year they are offering another replacement, or a refund of 80% which I'm unhappy about as the unit has not worked from the start but as it's over the 30 days they are saying I am unable to have a full refund. 

I am currently looking to see if there is an alternative unit I may be able to swap it for but there doesn't seem to be many options. 

I just don't know what to do for the best

😞

Okell

When did you buy the original?

30 days is irrelevant here but if it's more than 6 months after purchase the seller is entitled to reduce any refund to account for the use of the item.  Whether reducing your refund by 20% is reasonable we don't know as we don't know when you bought it.

As they've already had one failed attempt to replace the unit you don't have to accept any more replacements unless you want to do so.  After one failed attempt at replacement you are entitled to reject for a refund, but if more than 6 months after purcahse - as above - any refund can be reduced.

sheramber

Did you

purchase the originasl unit over a year ago?

returned it and received a replacement on 17 October but the replacement was damaged cosmetically 
( I have just recieved a replacement and it has surface damage, a big very noticeable scratch on the black plastic on the top. )

Now you say

The replacement was faulty, and another replacement is damaged.

Is 'anolther replacement'  a second replacement as the first replacement of  17 October  post on was  also damaged

so, original purchase over a year ago, then 2 replacements  that were both damaged.

Now offered  another replacement, or a refund of 80%