Consumer rights

sybsey

Good afternoon, I purchased a monitor from Amazon 16th July 2024 and on the 22nd July 2025 lots of lines appeared across the top of the screen. I contacted the manufacturer AOC and they told me to contact Amazon so I emailed Amazon and they replied with.

The Consumer Rights Act 2015 says that goods must, among other things, be as

described, fit for purpose and of satisfactory quality. Customers may make a claim in

respect of goods that do not meet these requirements for a maximum period of 6

years from the date of purchase (5 in Scotland). This doesn't imply that consumers

will always be entitled to compensation, repair or replacement of the product for the

full six years – for example, if the product is of a kind that would not be expected to

last 6 years in normal use, the consumer is unlikely to have any of these rights after

the end of the normal lifespan of the product. However, the maximum period sets a

“long stop” date after which no claim is possible.

So that we can fully investigate your concerns, and look to assist you further with

your issue, can you please provide us with evidence that the product you received

was, on the day you received it, not as described, not fit for purpose, or not of

satisfactory quality. This evidence might include any one or more of the following:

• Evidence from the manufacturer, that the item you purchased has been recalled or

otherwise found to be defective. This could, for example, be in the form of a press

release, or a statement on the manufacturer’s website or social media channels.

• An engineer’s report, such as from the manufacturer or a repairer, which confirms

that the defect was present within the 6 months starting on the date of delivery, even

if it was not visible at that time.

• A dated photograph or other record showing that the defect or non-compliance was

1 / 3present within the 6 months starting on the date of delivery.

I replied to Amazon explaining the it was not fit for purpose and should have lasted longer than a year I also attached a photo of the monitor and the email from the manufacturer telling me to contact Amazon, Amazon then replied with “the monitor has 3 year warranty on it contact the manufacturer.

I thought that under the consumer rights act that it is Amazons responsibility to sort the issue, any advice on what to do next as I am going back and forth between Amazon and AOC and getting no where.

powerful_Rogue

sybsey said:

Good afternoon, I purchased a monitor from Amazon 16th July 2024 and on the 22nd July 2025 lots of lines appeared across the top of the screen. I contacted the manufacturer AOC and they told me to contact Amazon so I emailed Amazon and they replied with.

The Consumer Rights Act 2015 says that goods must, among other things, be as

described, fit for purpose and of satisfactory quality. Customers may make a claim in

respect of goods that do not meet these requirements for a maximum period of 6

years from the date of purchase (5 in Scotland). This doesn't imply that consumers

will always be entitled to compensation, repair or replacement of the product for the

full six years – for example, if the product is of a kind that would not be expected to

last 6 years in normal use, the consumer is unlikely to have any of these rights after

the end of the normal lifespan of the product. However, the maximum period sets a

“long stop” date after which no claim is possible.

So that we can fully investigate your concerns, and look to assist you further with

your issue, can you please provide us with evidence that the product you received

was, on the day you received it, not as described, not fit for purpose, or not of

satisfactory quality. This evidence might include any one or more of the following:

• Evidence from the manufacturer, that the item you purchased has been recalled or

otherwise found to be defective. This could, for example, be in the form of a press

release, or a statement on the manufacturer’s website or social media channels.

• An engineer’s report, such as from the manufacturer or a repairer, which confirms

that the defect was present within the 6 months starting on the date of delivery, even

if it was not visible at that time.

• A dated photograph or other record showing that the defect or non-compliance was

1 / 3present within the 6 months starting on the date of delivery.

I replied to Amazon explaining the it was not fit for purpose and should have lasted longer than a year I also attached a photo of the monitor and the email from the manufacturer telling me to contact Amazon, Amazon then replied with “the monitor has 3 year warranty on it contact the manufacturer.

I thought that under the consumer rights act that it is Amazons responsibility to sort the issue, any advice on what to do next as I am going back and forth between Amazon and AOC and getting no where.

Amazon are spot on. As it's over six months, the onus is on you to prove the fault was present at manufacture but only just presened itself.

You can do this via a report which if it's in your favour, you can claim the cost back along with the remedy from Amazon.

eskbanker

Once you've had a product for six months, the onus is on you to demonstrate that any fault found was present (even if latent) at the time of purchase, in order to trigger your consumer rights to repair, replacement or refund, so that's why Amazon have suggested that you obtain an engineer report confirming this, i.e. simply saying that it isn't working isn't enough.

You still have the right to pursue Amazon if you wish to exercise your consumer rights, but their suggestion to have the monitor fixed under manufacturer warranty instead may be more pragmatic.

Aylesbury_Duck

Good to see a retailer quoting the regulations accurately and giving correct advice.  To often on here we hear about retailers not doing so.

sybsey

Thank you everyone. When I contacted the manufacturer first ( AOC ) they stated that “ we need to refer you to Amazon, as your AOC monitor was purchased from Amazon, they are responsible for handling all warranty claims, including replacements or refunds for the full 24- month period.” So how do I get AOC to stop telling me contact Amazon and to replace or refund me for the monitor?

eskbanker

Do you have access to the warranty documentation applicable to this product, which should clarify the claim process?

sybsey

No I have no warranty documentation only what is on Amazon 

Undervalued

sybsey said:

Thank you everyone. When I contacted the manufacturer first ( AOC ) they stated that “ we need to refer you to Amazon, as your AOC monitor was purchased from Amazon, they are responsible for handling all warranty claims, including replacements or refunds for the full 24- month period.” So how do I get AOC to stop telling me contact Amazon and to replace or refund me for the monitor?

Any warranty is in addition to you statutory rights but is subject to whatever terms and conditions were laid down when the item was purchased. If the terms were that any warranty claim must go via Amazon then that it what you have to do. 

the_lunatic_is_in_my_head

OP if you can find a local repair shop I'm sure they can advise what is wrong with the monitor, reference to at the time of delivery is correct but a component inside the monitor that has failed before it's time is a "fault" that was present at the time of delivery. If the inspection is in your favour Amazon should cover the cost of the inspection in addition to providing a remedy. 

Remedy should be your choice of a repair or replacement (unless one is disproportionate to the other) in which case that is effectively the retailer's choice between the two.

If they fail to perform either (or both are impossible) then you have the right to reject (with a possible deduction for use if Amazon decide to impose one) or to get it repaired yourself and seek the cost as foreseeable damages. 

If Amazon advertised a warranty and there isn't one then the goods were not as described, I don't see how they can repair or replace that so you'd be left to reject (again with a possible deduction for use if Amazon decide to impose one). 

If there is a warranty the party offering the warranty must abide by it's terms and failure to do so would be a breach of contract allowing you to claim foreseeable damages, i.e any costs in replicating what the warranty offered. 

sybsey

I have been on Amazon to read the reviews and a lot of people have had the same problem with the monitor and they have been pushed back and forth between Amazon and the manufacturer. I don’t have to funds at the moment to take it to a repair shop, I might just have to write it off as AOC say warranty is with Amazon, Amazon say it’s with AOC. I would like to thank everyone for your advice it is very much appreciated 

born_again

https://aoc.com/uk/warranty-information

Looked at a few AOC monitors, Dispatched & Sold by Amazon & none mention any Amazon warranty.