Warranty Headache.

APoL

Hi all, I'm hoping you guys can clarify my position on this as my specific situation is near on impossible to research on Google. I bought a new diagnostic tablet directly from the manufacturer (Autel) back on march 14th of this year. On August 25th it developed a fault, namely that the internal battery wasn't taking a charge, so I contacted the customer service department at Autel for advice. They told me to send it back to their Manchester centre which I did using an insured and recorded delivery method and from there they would send it to their facility in Belgium and from there back to China for diagnosis and repair. I have no idea why they do it this way, they just do. I've sent a couple of emails since then to enquire on progress culminating in the reply I received on Oct 31st in which they told me it was still in their Belgium warehouse as it had been returned from China for reasons unknown. Below are my reply to that email and the follow up from them.

"Hi Essie, is there an update re when I am getting my device back. I posted it back to you thirteen weeks ago which I think is ample time to have it repaired and returned to me. Given the extended period of time then, unless it is already on its way back to me, then I am requesting either a new replacement unit it sent out to me or a full refund.

Regards,

David"

and their reply received Nov 27th:-

"Hi Essie, is there an update re when I am getting my device back. I posted it back to you thirteen weeks ago which I think is ample time to have it repaired and returned to me. Given the extended period of time then, unless it is already on its way back to me, then I am requesting either a new replacement unit it sent out to me or a full refund.

Regards,

David"

I'm aware of the timeframe regarding items developing faults and the sellers obligation that go with that, but surely there are regulations governing how long a seller has to rectify a fault.

Any help welcome as this is a massive headache for me.
Thanks for reading.

eskbanker

APoL said:

Below are my reply to that email and the follow up from them.

"Hi Essie, is there an update re when I am getting my device back. I posted it back to you thirteen weeks ago which I think is ample time to have it repaired and returned to me. Given the extended period of time then, unless it is already on its way back to me, then I am requesting either a new replacement unit it sent out to me or a full refund.

Regards,

David"

and their reply received Nov 27th:-

"Hi Essie, is there an update re when I am getting my device back. I posted it back to you thirteen weeks ago which I think is ample time to have it repaired and returned to me. Given the extended period of time then, unless it is already on its way back to me, then I am requesting either a new replacement unit it sent out to me or a full refund.

Regards,

David"

You seem to have quoted the same email twice rather than including their reply to you?

born_again

Have you got a link or copy of warranty T/C as can see any on their website.

https://www.autelstore.co.uk/support/return-policy-30.html

LightFlare

Is this a business purchase ?

Okell

APoL said:

... I bought a new diagnostic tablet directly from the manufacturer (Autel) back on march 14th of this year...

Are you sure you bought direct from the manufacturer?  Their website (Autel UK Vehicle Diagnostic Equipment - Autel UK) specifically says that they don't sell direct.

And as Lightflare has asked, was this a consumer purchase or a business purchase?  (See definition of "consumer" at s2(3) Consumer Rights Act 2015

Okell

@APoL -  you have approached this from the point of view of a warranty repair.  You might be better off looking at your legal rights under the relevant legislation.

Assuming this is a consumer purchase and that the Consumer Rights Act 2015 applies, then as the item failed within 6 months from purchase there is a legal presumption that the item was faulty when it was sold - unless the seller can prove otherwise.

The seller is legally entitled to one attempt either to repair or to replace the item.  If that attempt fails you are entitled to a refund (reduced to reflect any untroubled use you have had from the item before it failed).

Under s23(2)(a) of the Consumer Rights Act 2015 the seller must carry out a repair "... within a reasonable time and without significant inconvenience to the consumer".  What is a reasonable time and what is significant inconvenience is determined by the nature of the goods and the reason for buying them.  It's up to you to argue that they are taking too long.

If the seller can't repair within a reasonable time and/or without significant inconvenience, you are entitled to a refund.

Of course, if this wasn't a consumer purcahse or if the Consumer rights Act doesn't apply for some other reason, none of the above applies.

Only go for a warranty repair if the terms of the warranty (which you haven't shared) put you in a better position than the legislation does.

APoL

LightFlare said:

Is this a business purchase ?

No, a consumer purchase.

APoL

Okell said:

APoL said:

... I bought a new diagnostic tablet directly from the manufacturer (Autel) back on march 14th of this year...

Are you sure you bought direct from the manufacturer?

Checking again now. I assumed that as the customer service replies come from Autel themselves..

APoL

Obviously there is a language barrier to contend with, but I'm not sure what they mean RE it's been over a month since I reported the issue as I sent it back to them within a few days of the fault appearing.

I'm unsure if this makes a difference but I paid for the item via Paypal.

Currently searching through emails for more info. Thanks again thus far :-)

APoL

Just checked, I purchased it from a website called Autelsale.co.uk. Will the warranty info be on the site I purchased from or the manufacturers own site?

Alderbank

As @Okell says above, Autel only sell through their approved suppliers. They say beware of 'grey market' resellers.

Karnetic Ltd, Unit 11 Chalklands Place, Eastern Avenue, Dunstable, England, LU5 4GT are their sole supplier of Autel diagnostic products in the United Kingdom and Ireland and have been since 2010.

https://find-and-update.company-information.service.gov.uk/company/09064942

Autelsale.co.uk. of Henggang Street,Longgang District, Shenzhen City, China are probably a grey market reseller.