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 ?