Refusing to accept return of a faulty item under warranty

Duke O Smiley

Hi folks, looking for some advice here. Now, before I start I just want to point out that I am aware that I might be wrong in this situation. Truthfully I do not know a whole lot when it comes to this sort of stuff, but here goes anyway.

Last year, c. September, I bought a laptop from a well established electronic goods establishment for the sum of €700-odd. I have receipts, email conformations etc. I was assured the machine came with a 12 month guarantee. And for what it is worth, it was a display model.

Anyway, everything had been fine with it up until a couple of weeks ago when it would suddenly switch off without any warning, at around 60 or 70 per cent battery life. Very frustrating indeed. And then the charger stopped working shortly afterwards. (I say stopped working; when really it had to be fiddled around with in the charger port to work)

As the machine was still under warranty I returned to the establishment and sought some sort of refund/ repair. Sadly though I was politely informed that this establishment would only accept the return of the machine for the first 30 days, and after that I would have to contact the manufacturer directly.

Not being one to like to cause a fuss, I said "okay" and did just that. Well, I have tried quite a number of times to do so to no avail. I have sent emails, filled out online forums, everything, but I am yet to hear anything.

Truth be told, I am getting a little bit impatient here and I would like this to be resolved as soon as possible. My question is, should/ shouldn't this establishment be able to turn me away from their premises seeking some sort of compromise here after just 30 days, if I was assured of a 12 month guarantee that should anything go wrong, it will be sorted.

Anyway, like I said, I am unsure if I am talking sense here or not. I don't know, but I would very much appreciate any response I can get here.

Thank you

coylemj

Duke O Smiley wrote: »

My question is, should/ shouldn't this establishment be able to turn me away from their premises seeking some sort of compromise here after just 30 days, if I was assured of a 12 month guarantee that should anything go wrong, it will be sorted.

No they should not. Your contract is with the retailer and they have to sort you out, they cannot fob you off by telling you to take it up with the manufacturer.

Paulw

Duke O Smiley wrote: »

Last year, c. September, I bought a laptop from a well established electronic goods establishment for the sum of €700-odd. I have receipts, email conformations etc. I was assured the machine came with a 12 month guarantee. And for what it is worth, it was a display model.

Sadly though I was politely informed that this establishment would only accept the return of the machine for the first 30 days, and after that I would have to contact the manufacturer directly.

Print out a copy of http://www.citizensinformation.ie/en/consumer_affairs/consumer_protection/consumer_rights/consumers_and_the_law_in_ireland.html

Go back to the store and request that they repair/replace or refund you for the faulty laptop. It is their responsibility, not for 30 days, not for a year, but for a longer time than that.

Tell them you want them to sort the issue for you. If that fails, file a claim with the Small Claims Court against the store.

Duke O Smiley

Brilliant. This is just what I was hoping for. I hope to get down early tomorrow to resolve this now.

Just another question (I may be pushing my luck here); lets say the repair takes 2/ 3 weeks, I couldn't go so long without my own laptop, for work/ studies etc, so can I just request for my money to be refunded (I presume this would be quicker).

i.e - can they take as long as they please here to sort a repair/ replacement?

coylemj

Duke O Smiley wrote: »

Just another question (I may be pushing my luck here); lets say the repair takes 2/ 3 weeks, I couldn't go so long without my own laptop, for work/ studies etc, so can I just request for my money to be refunded (I presume this would be quicker).

No, at the first cut you don't have the right to demand a refund.

Duke O Smiley wrote: »

i.e - can they take as long as they please here to sort a repair/ replacement?

We're into unknown territory here. The law probably says that they should repair it in a 'reasonable' timeframe. I wouldn't push them too hard on a temporary machine, the hassle of transferring your essential files and s/w on to it probably means it's not worth it.

Duke O Smiley

coylemj wrote: »

No, at the first cut you don't have the right to demand a refund.

We're into unknown territory here. The law probably says that they should repair it in a 'reasonable' timeframe. I wouldn't push them too hard on a temporary machine, the hassle of transferring your essential files and s/w on to it probably means it's not worth it.

Rightio. To be honest I am happy enough knowing these guys have to do something and I don't have to keep chasing the manufacturer.

I will go in tomorrow and see how things go. Thanks a lot for the help. I most likely would have just put it off had it not been for this.

MarkAnthony

coylemj wrote: »

No, at the first cut you don't have the right to demand a refund.

We're into unknown territory here. The law probably says that they should repair it in a 'reasonable' timeframe. I wouldn't push them too hard on a temporary machine, the hassle of transferring your essential files and s/w on to it probably means it's not worth it.

No probably any more thanks to our friends in Brussels.

http://www.irishstatutebook.ie/2003/en/si/0011.html