Who Is Responsible For Faulty Printer?

JustPeachie

Hi, I'd really appreciate if anyone can get me out of this loop!

I purchased a printer on Amazon and took out the 'Extra Protection' product care for two years.

The printer has broken so I contacted them to ask for next steps.  The informed me that as the printer was less than a year old it was still under warranty and I had to go through Amazon.

Amazon responded that I need to contact the manufacturer direct.

I paid for extra protection for them to deal with all of this and keep it hassle free surely?

Does anyone know who is correct?

Many thanks in advance.

the_lunatic_is_in_my_head

If the printer was shipped and sold by Amazon then Amazon are responsible for consumer rights.

Whoever runs the extra protection scheme is responsible for it, what do the details of this scheme say about who is responsible? 

JustPeachie

Thanks for replying.

It was sold on Amazon, there is no seller name, it just states it is despatched by Amazon.

Hmm the Ts & Cs do say:
This insurance has been designed to protect your product against accidental damage and breakdown (not already covered by the seller and/or manufacturer guarantee) for 2 years.

The Amazon listing only refers to a standard returns policy.

I feel none the wiser?

TheSpectator

As above was it sold direct by Amazon or a 3rd party seller. When exactly was it purchased, if more than 6 months ago it's relevant for your options.

the_lunatic_is_in_my_head

Hi OP

If you look at the downloadable invoice from the order it should say who it was sold by. Under consumer rights if this was Amazon and it's less than 6 months they should repair/replace or if not issue a full refund.

If after 6 months they could ask you to show the printer is faulty (rather than user error/misuse) but I've not seen many threads where Amazon have ever asked but instead they seem to refer to the manufacturer (or say "too late").

Enforcing rights with Amazon is hard because CS is overseas and very script based so you can face "computer says no". 

In terms of the extra cover, I've never purchase it, I don't know if it's legally classed as insurance or something else, but would assume you got some kind of email or document detailing the cover (i.e start/end date, what it covers and who provides it)? 

JustPeachie

It was purchased in April 2024 and the listing states:
Sold by Amazon Resale and Fulfilled by Amazon.

JustPeachie

Great thanks I've gone into the invoice and it was sold by a third party - a company in London.

Alderbank

the_lunatic_is_in_my_head said:

In terms of the extra cover, I've never purchase it, I don't know if it's legally classed as insurance or something else, but would assume you got some kind of email or document detailing the cover (i.e start/end date, what it covers and who provides it)? 

OP has already said that the T&Cs say:
This insurance has been designed to protect your product against accidental damage and breakdown (not already covered by the seller and/or manufacturer guarantee) for 2 years.

That is quite usual for extended insurance.

@JustPeachie - how did the printer get broken?
If it was accidental damage then that would not be already covered either by the manufacturer's guarantee or consumer rights so you can claim now on the 'Extra Protection' policy.

JustPeachie

Thank you. The printer has stopped pulling the paper through so it's not working at all.

Surely if I purchase additional protection they cannot deflect that protection elsewhere or what's the point of offering it?

Alderbank

The point of offering it is to cover you when pre-existing cover does not apply, such as accidental damage or after the manufacturer's guarantee has expired (typically 1 year but sometimes longer).

If it covered you for repairs already included in the manufacturer's guarantee, potential buyers would ask 'What's the point of offering it?'

Alderbank

It's stopped pulling the paper through?

That happened to me some years ago. I watched a YouTube video which claimed, 'Do you have kids? I'll show you how to fix your printer in 5 seconds - no tools required!'

The video said,'Turn your printer upside down and shake it'.

I did so and a plastic dump truck fell out. Printer worked perfectly afterwards. Made me laugh.