Told I have to send faulty laptop to manufacturer myself?

DisneyLover

Hey lads,

I have a Razor laptop. I bought it May 2019 and it started acting up in March and then broke down completely last week. I know it a hard drive issue.

So I went into Curry's last weekend. The shop was closed but they let me in cause I had my laptop with me and I had hospital staff ID.

So yesterday they ring me and inform me I need to collect my laptop from the store ( that was in a big package ready to be sent off ) and that I need to send it to Razor myself ?????????

They said its due to GDPR issues ? I told them I'm hospital staff and I'm trying to avoid the city centre for obvious reasons.

Are they able to do this ??? It makes no sense to me at all.

L1011

They're responsible for your consumer rights and can't send you off to the manufacturer; however it can be easier to deal with them in some circumstances. What date in May did you buy it on?

As goes GDPR, that's basically an excuse based on the idea they may see data on the machine.

I'm fairly certain no recent Razer machines would have hard drives - if its a failed SSD don't expect to get any data back. Actually, never expect to get any data back if sending a machine for repair as a reimage is basically default behaviour.

DisneyLover

L1011 wrote: »

They're responsible for your consumer rights and can't send you off to the manufacturer; however it can be easier to deal with them in some circumstances. What date in May did you buy it on?

As goes GDPR, that's basically an excuse based on the idea they may see data on the machine.

I'm fairly certain no recent Razer machines would have hard drives - if its a failed SSD don't expect to get any data back. Actually, never expect to get any data back if sending a machine for repair as a reimage is basically default behaviour.

Auto correct and half asleep sorry Razer ** lol

Em Ill have to check my receipt later but early May and I have a 2 year warranty !

They rang me and said they can't deal with Razer I have to do it myself. GDPR was mentioned, I told them I literally used my laptop for 1 game and Netflix, I dont care who sees it or what gets deleted. That it isn't up to them to send my laptop off to Razer Germany for repair, its up to me !

L1011

The path of least resistance is probably dealing with Razer, although its not right. I'd get in contact with Razer and if they're looking for you to send it at your own expense, go back to Currys; point out that GDPR has nothing to do with what they think it does and that they are responsible for your consumer rights under the Sale of Goods and Supply of Services Act; not the manufacturer

Sultan of Bling

L1011 wrote:

The path of least resistance is probably dealing with Razer, although its not right. I'd get in contact with Razer and if they're looking for you to send it at your own expense, go back to Currys; point out that GDPR has nothing to do with what they think it does and that they are responsible for your consumer rights under the Sale of Goods and Supply of Services Act; not the manufacturer

Deal with them in writing also. If they don't budge i would go the small claims court route

DisneyLover

L1011 wrote: »

The path of least resistance is probably dealing with Razer, although its not right. I'd get in contact with Razer and if they're looking for you to send it at your own expense, go back to Currys; point out that GDPR has nothing to do with what they think it does and that they are responsible for your consumer rights under the Sale of Goods and Supply of Services Act; not the manufacturer

I just dont get why they're asking me to do it ! I would do it normally but I can't go to town with a parent at home ill and I work in a hospital.. I might try ring the shop later and ask for the manager ? I am waiting on a twitter reply from Currys and Razer atm

L1011

Because they don't want the hassle and its an easy excuse.

DisneyLover

L1011 wrote: »

Because they don't want the hassle and its an easy excuse.

Grand so ring them and mention Sale of Goods act best option

noa2020

DisneyLover wrote: »

Grand so ring them and mention Sale of Goods act best option

Not sure that would be the best option to be honest. I’ve no idea why they’re asking you to deal with the manufacturer especially after taking it in (maybe if the service centre is currently closed, not sure though) but it’s guaranteed that the info isn’t coming directly from the customer service employee or even the store itself.

When I worked in retail, the minute someone started quoting various sales acts to me (usually incorrectly, ironically), I’d become a lot less flexible on the situation and start conversing defensively. To me, it just felt like when the customer came in and explained the situation/problem to me, we’d work together to find the best/most reasonable solution but when the sales of goods act came out, it turned into a them vs me situation.

My best advice would be try and re-explain your situation in a calm and friendly manner and hopefully they’ll send it off for you.

L1011

noa2020 wrote: »

Not sure that would be the best option to be honest. I’ve no idea why they’re asking you to deal with the manufacturer especially after taking it in (maybe if the service centre is currently closed, not sure though) but it’s guaranteed that the info isn’t coming directly from the customer service employee or even the store itself.

When I worked in retail, the minute someone started quoting various sales acts to me (usually incorrectly, ironically), I’d become a lot less flexible on the situation and start conversing defensively. To me, it just felt like when the customer came in and explained the situation/problem to me, we’d work together to find the best/most reasonable solution but when the sales of goods act came out, it turned into a them vs me situation.

My best advice would be try and re-explain your situation in a calm and friendly manner and hopefully they’ll send it off for you.

When dealing with staff trained to be "computer says no" and also trained in UK consumer laws as Currys/PCWorld mostly have, you need to go hard with actual Irish law pretty quickly to get anywhere.

DisneyLover

L1011 wrote: »

When dealing with staff trained to be "computer says no" and also trained in UK consumer laws as Currys/PCWorld mostly have, you need to go hard with actual Irish law pretty quickly to get anywhere.

I'm talking to their support on Twitter in private messages and they told me they don't deliver small items that I need to collect it ???? What in the name of god like

DisneyLover

Hi There, if you took the laptop into store then it would be upto you to collect.

I appreciate that this is inconvenient however Unfortunately we cannot offer a delivery service for small items from stores

Regards


.... I Don't want my laptop I want them to send it to Germany for me. I've a 2 year warranty on it too !

L1011

Semi automated replies from someone who doesn't speak English well in a call centre

DisneyLover

L1011 wrote: »

Semi automated replies from someone who doesn't speak English well in a call centre

He had a British name but clearly didn't understand what I was talking about!

L1011

Fake Anglophone names are quite common in those setups.

Darc19

Yet another thread about the lack of service by Currys / PCWorld

I learnt long ago never to purchase an item from them as their customer service vies with Eir to be the worst in Ireland

L1011

They had a Talk To forum here with actually good and useful staff.

The person responsible for it moved on, and everything went back to how it had been before.

Bikerman2019

L1011 wrote: »

They had a Talk To forum here with actually good and useful staff.

The person responsible for it moved on, and everything went back to how it had been before.

I don't think that is correct. The guy didn't move on, I believe it was Declan, who was quite high up in the organisation, and his position was abolished in favour of command from the UK.

DisneyLover

L1011 wrote: »

They're responsible for your consumer rights and can't send you off to the manufacturer; however it can be easier to deal with them in some circumstances. What date in May did you buy it on?

As goes GDPR, that's basically an excuse based on the idea they may see data on the machine.

I'm fairly certain no recent Razer machines would have hard drives - if its a failed SSD don't expect to get any data back. Actually, never expect to get any data back if sending a machine for repair as a reimage is basically default behaviour.

Currys tech team replied to me today.. finally
They ,said I need to collect the laptop because if something happens to it they can't accept responsibility... ?????

Covering all their bases covering their..

DisneyLover

Deleted User wrote: »

Covering all their bases covering their..

Is this true then ? Do I have to go in to town and collect it and send it myself??

whippet

There are two issues here

1- they won’t deliver it back to you - that is normal as you dropped it in to them you need to arrange collection.

2- they want you to deal with Razer yourself .. not within the letter or spirit of the law.


So my advise is .. collect the laptop and contact Razer support yourself .. they may actually collect from you and resolve the issue. If not then back to curry’s first resolution via SCC if necessary.

Don’t alway last assume that dealing with the manufacturer is the worst option .. in many cases it’s better than dealing with the retailer

GrumpyMe

https://thecai.ie/your-rights/your-rights/know-your-rights/
Under the Sale of Goods and Supply of Services Act 1980, anything you buy from a retailer must be:

• of merchantable quality
• fit for its normal purpose, and reasonably durable
• as described, whether the description is part of the advertising or wrapping, on a label, or something said by the salesperson.
• When you buy goods from a retailer, you make a contract with him. He agrees to provide certain goods to you for a certain price. If your purchase turns out to be faulty, the retailer, not the manufacturer, is responsible to you and must sort out your complaint. You are entitled to a refund, a replacement or a repair.

You do not have to take a credit note if your complaint is covered by the Sale of Goods Act. You can insist on a refund, a replacement or a repair.

I think it is quite clear from the quote above that Curry's (the retailer) are failing to fulfil their obligations "Under the Sale of Goods and Supply of Services Act 1980".

You need to tell Curry's (the retailer) that you would like a refund, replacement or a repair. End of!!!
Inform them that if they fail to provide a refund, replacement or a repair you will go to Small Claims Court. Give them 14 days to comply.
Be polite, keep it focussed and don't enter into discussions - you would like a refund, replacement or a repair.

Insisting on your rights is a reasonable stance for you to take. Not complying with Sale of Goods and Supply of Services Act 1980 is an unreasonable stance for Curry's(the retailer) to take.
https://thecai.ie/your-rights/how-to-complain-effectively/

whippet

GrumpyMe wrote: »

https://thecai.ie/your-rights/your-rights/know-your-rights/
Under the Sale of Goods and Supply of Services Act 1980, anything you buy from a retailer must be:

• of merchantable quality
• fit for its normal purpose, and reasonably durable
• as described, whether the description is part of the advertising or wrapping, on a label, or something said by the salesperson.
• When you buy goods from a retailer, you make a contract with him. He agrees to provide certain goods to you for a certain price. If your purchase turns out to be faulty, the retailer, not the manufacturer, is responsible to you and must sort out your complaint. You are entitled to a refund, a replacement or a repair.

You do not have to take a credit note if your complaint is covered by the Sale of Goods Act. You can insist on a refund, a replacement or a repair.

I think it is quite clear from the quote above that Curry's (the retailer) are failing to fulfil their obligations "Under the Sale of Goods and Supply of Services Act 1980".

You need to tell Curry's (the retailer) that you would like a refund, replacement or a repair. End of!!!
Inform them that if they fail to provide a refund, replacement or a repair you will go to Small Claims Court. Give them 14 days to comply.
Be polite, keep it focussed and don't enter into discussions - you would like a refund, replacement or a repair.

Insisting on your rights is a reasonable stance for you to take. Not complying with Sale of Goods and Supply of Services Act 1980 is an unreasonable stance for Curry's(the retailer) to take.
https://thecai.ie/your-rights/how-to-complain-effectively/

No arguments against the rights above

However in the real world sometimes is easier / quicker to get the warranty issue resolved by the manufacture than the retailer. In many cases the retailer will just log a service call with the manufacture and go through the same process and the consumer will have to wait on the retailer to do this for them

shaveAbullock

How many years can you expect to get out of a laptop for it to be considered reasonably durable?
10 years or more?

Xterminator

shaveAbullock wrote: »

How many years can you expect to get out of a laptop for it to be considered reasonably durable?
10 years or more?

what does that have to do with a 1 year old laptop?

OP - you might get it fixed quicker and with less hassle using the manufacturers warranty, and dealing with them.

you have a choice of pursuing currys or manufacturer. I would personally deal with the one what offers the fastest resolution and best outcome with least effort.

If you wish to pursue currys via small claims court you will have to put in great effort. if you want to enforce the principal, do so by all means.

If you want to get a working laptop faster - contact manufacturer and see what they can offer. make an informed choice when its clear what your choices are.

shaveAbullock

Xterminator wrote: »

what does that have to do with a 1 year old laptop?

It's over 1 year old. It's covered under law for 12 months, after that it has to be decided how long it must last to be considered fit for its normal purpose, and reasonably durable.
I think for a laptop 10 years would be fair. But I'm not sure how well that would hold up in law.
My current laptop is 6 years old so I don't see why it wouldn't last at least 10 years.

petes

shaveAbullock wrote: »

It's over 1 year old. It's covered under law for 12 months, after that it has to be decided how long it must last to be considered fit for its normal purpose, and reasonably durable.
I think for a laptop 10 years would be fair. But I'm not sure how well that would hold up in law.
My current laptop is 6 years old so I don't see why it wouldn't last at least 10 years.

But this has nothing got to do with this thread. They have a two year warranty.

Six to ten years? No chance.

shaveAbullock

Was it razor or curry's that gave the extended warranty?
It might be easier to use the extended warranty than argue over the length for it to be considered fit for its normal purpose, and reasonably durable.

selephonic

shaveAbullock wrote: »

It's over 1 year old. It's covered under law for 12 months, after that it has to be decided how long it must last to be considered fit for its normal purpose, and reasonably durable.
I think for a laptop 10 years would be fair. But I'm not sure how well that would hold up in law.
My current laptop is 6 years old so I don't see why it wouldn't last at least 10 years.

Aren't all warranties now 2 years, under EU law?

https://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/index_en.htm

runawaybishop

selephonic wrote: »

Aren't all warranties now 2 years, under EU law?

https://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/index_en.htm

No.

shaveAbullock

It's a bit of a misconception.
That law merely states that someone can attempt to take action against a seller up to 2 years from sale date.
It does not mean all goods have a 2 year warranty.

selephonic

shaveAbullock wrote: »

It's a bit of a misconception.
That law merely states that someone can attempt to take action against a seller up to 2 years from sale date.
It does not mean all goods have a 2 year warranty.

Ah, fair enough, I stand corrected. I see its detailed a bit further here:

https://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/ireland/index_en.htm

I've referred to the 2 year thing with manufacturers before and received a repair/replacement on electronics. I would usually contact the manufacturer directly as I find they're more concerned about their customers/reputation.

Mark Hamill

shaveAbullock wrote: »

It's a bit of a misconception.
That law merely states that someone can attempt to take action against a seller up to 2 years from sale date.
It does not mean all goods have a 2 year warranty.

That's not what selephonics link says:

Free of charge, 2-year guarantee for all goods

You always have the right to a minimum 2-year guarantee at no cost, regardless of whether you bought your goods online, in a shop or by mail order.

This 2-year guarantee is your minimum right, however national rules in your country may give you extra protection.

If goods you bought anywhere in the EU turn out to be faulty or do not look or work as advertised, the seller must repair or replace them free of charge or give you a price reduction or a full refund.

Do you have something that says otherwise?

whiterebel

First line: "Ireland has not introduced any particular provision regarding the duration of the legal guarantee. Instead, a 6 year limitation period applies, during which consumers can exercise their rights, both for new and second-hand goods"

Mark Hamill

whiterebel wrote: »

First line: "Ireland has not introduced any particular provision regarding the duration of the legal guarantee. Instead, a 6 year limitation period applies, during which consumers can exercise their rights, both for new and second-hand goods"

That is on top of the 2 year European guarantee, not instead of it.
To repeat what I quote:
"You always have the right to a minimum 2-year guarantee at no cost, regardless of whether you bought your goods online, in a shop or by mail order.

This 2-year guarantee is your minimum right, however national rules in your country may give you extra protection."

In Ireland you have a minimum of 2 years guarantee, but Irish law extends that up to 6 years to at least argue a claim if something fails.

whiterebel

Mark Hamill wrote: »

That is on top of the 2 year European guarantee, not instead of it.
To repeat what I quote:
"You always have the right to a minimum 2-year guarantee at no cost, regardless of whether you bought your goods online, in a shop or by mail order.

This 2-year guarantee is your minimum right, however national rules in your country may give you extra protection."

In Ireland you have a minimum of 2 years guarantee, but Irish law extends that up to 6 years to at least argue a claim if something fails.

No, because we deemed our consumer protection stronger than that offered by the EU Directive. Its not an either/or that's why they have a specific part for Ireland, as do the likes of Apple on their website.

runawaybishop

Mark Hamill wrote: »

That is on top of the 2 year European guarantee, not instead of it.
To repeat what I quote:
"You always have the right to a minimum 2-year guarantee at no cost, regardless of whether you bought your goods online, in a shop or by mail order.

This 2-year guarantee is your minimum right, however national rules in your country may give you extra protection."

In Ireland you have a minimum of 2 years guarantee, but Irish law extends that up to 6 years to at least argue a claim if something fails.

No. We did not enact that law.

Mark Hamill

whiterebel wrote: »

No, because we deemed our consumer protection stronger than that offered by the EU Directive. Its not an either/or that's why they have a specific part for Ireland, as do the likes of Apple on their website.

I never said it's an either/or.
They have a specific part for every country, bar Liechtenstein, so you can see what extra guarantees you have in those countries. In Ireland, that extra guarantee goes up to 6 years.

And Apple can say what they like on their website about their warranty, in Ireland EU law overrides it.

runawaybishop wrote: »

No. We did not enact that law.

We did not have to enact it, it's an EU wide law already enacted by the EU, which automatically applies to us as we are part of the EU. Our specific laws extend your opportunity to make a claim to 6 years.

runawaybishop

Mark Hamill wrote: »

I never said it's an either/or.
They have a specific part for every country, bar Liechtenstein, so you can see what extra guarantees you have in those countries. In Ireland, that extra guarantee goes up to 6 years.

And Apple can say what they like on their website about their warranty, in Ireland EU law overrides it.


We did not have to enact it, it's an EU wide law already enacted by the EU, which automatically applies to us as we are part of the EU. Our specific laws extend your opportunity to make a claim to 6 years.

No, this is wrong. There is no 2 year guarantee on goods in Ireland as our existing laws are stronger than that so we did not enact it.

This pops up every few months, it's tedious. Go show in our statue books exactly were the 2 year guarantee is.

28064212

Mark Hamill wrote: »

We did not have to enact it, it's an EU wide law already enacted by the EU, which automatically applies to us as we are part of the EU. Our specific laws extend your opportunity to make a claim to 6 years.

An EU directive is not a law. It requires members to achieve a particular result via their own laws. The law that applies in court is the members' laws.

An EU regulation is a directly applicable law.

whiterebel

28064212 wrote: »

An EU directive is not a law. It requires members to achieve a particular result via their own laws. The law that applies in court is the members' laws.

An EU regulation is a directly applicable law.

This is correct.

Mark Hamill

runawaybishop wrote: »

No, this is wrong. There is no 2 year guarantee on goods in Ireland as our existing laws are stronger than that so we did not enact it.

This pops up every few months, it's tedious. Go show in our statue books exactly were the 2 year guarantee is.

The 2 years is included in our existing laws which mention 6 years. We already had laws that said up to 6 years, so we did not need to do anything when the EU brought in the directive for a minimum of 2.

28064212 wrote: »

An EU directive is not a law. It requires members to achieve a particular result via their own laws. The law that applies in court is the members' laws.

An EU regulation is a directly applicable law.

Yes, but in this case, what is the difference? The EU directive is that EU states give minimum of 2 years guarantee. Ireland already gives more than 2 years, so we did not need to amend or add anything to legislature.
For the purposes of this discussion, and particularly shaveAbullock's post where they said:

shaveAbullock wrote: »

It's over 1 year old. It's covered under law for 12 months

the law is that it (the OPs laptop) is covered for a minimum of 2 years (with up to 6 years possible in Ireland, if they can argue it).

28064212

Mark Hamill wrote: »

Yes, but in this case, what is the difference? The EU directive is that EU states give minimum of 2 years guarantee. Ireland already gives more than 2 years, so we did not need to amend or add anything to legislature.

Where does Ireland give more than 2 years guarantee? The 6 years is purely a limit on the timeline for claiming. There is no minimum guarantee in Irish legislation

runawaybishop

Mark Hamill wrote: »

The 2 years is included in our existing laws which mention 6 years. We already had laws that said up to 6 years, so we did not need to do anything when the EU brought in the directive for a minimum of 2.


Yes, but in this case, what is the difference? The EU directive is that EU states give minimum of 2 years guarantee. Ireland already gives more than 2 years, so we did not need to amend or add anything to legislature.
For the purposes of this discussion, and particularly shaveAbullock's post where they said:

the law is that it (the OPs laptop) is covered for a minimum of 2 years (with up to 6 years possible in Ireland, if they can argue it).

This is all wrong, you have up to 6 years to claim. Goods must be of merchantable quality, that does not mean a 1 euro pair of headphones has a 2 year guarantee.

The EU law you keep mentioning does not apply in Ireland.

L1011

Legal Discussion forum for that debate please - no more arguments about 2 vs 6.

Drodan

My previous job for 2.5 years was dealing with these exact type of complaints, few thoughts on what have been posted and unfortunately may not be too popular.

There is a 2 year warranty with the manufacturer for goods purchased within the EU (for most products but there can be exceptions, mostly if the seller/manufacturer have a built in extended warranty which is adhoc per company and not standardized). What PC World are doing is indeed correct. You'd have a guarantee with them for particular period, usually 30 days, but as they are an authorised retailer once those 30 days are up they are correct to advise customer to contact the manufacturer directly. You would have to ship the product to the manufacturer yourself with shipping costs incurred by yourself which may only be refundable if a manufacturing flaw is present and a refund is offered (which does not have to be cash etc and can be "store credit".

The shop are also correct in saying they cannot deal with the manufacturer directly for the customer as their responsibility within the sales contract is expired. Even if somehow they do agree to act as a 3rd party go between for the manufacturer and the customer, which they will not I cannot stress that enough, they would be assuming responsibility for the product during the shipping and handling of the product from there on out. No company would take on that responsibility.

Basically OP, you'll have to go collect the product, contact the manufacturer and go through their 3rd party retailer flawed product procedure. They have to engage with you on it, but it is up to you to act on it. Being a frontline hospital worker myself now I understand not wanting to make trips to shops etc, but you have no choice to be honest, if you want your product assessed and repaired, you have to follow the rules in place. My main advise is that when shipping to the manufacturer to use a trackable/traceable courier/postal service on the off chance the parcel goes missing during shipping, that way you'll at the very least have some comeback with whatever shipping method you use, as unlikely as it can be.

mk7r

Drodan wrote: »

My previous job for 2.5 years was dealing with these exact type of complaints, few thoughts on what have been posted and unfortunately may not be too popular.

There is a 2 year warranty with the manufacturer for goods purchased within the EU (for most products but there can be exceptions, mostly if the seller/manufacturer have a built in extended warranty which is adhoc per company and not standardized). What PC World are doing is indeed correct. You'd have a guarantee with them for particular period, usually 30 days, but as they are an authorised retailer once those 30 days are up they are correct to advise customer to contact the manufacturer directly. You would have to ship the product to the manufacturer yourself with shipping costs incurred by yourself which may only be refundable if a manufacturing flaw is present and a refund is offered (which does not have to be cash etc and can be "store credit".

The shop are also correct in saying they cannot deal with the manufacturer directly for the customer as their responsibility within the sales contract is expired. Even if somehow they do agree to act as a 3rd party go between for the manufacturer and the customer, which they will not I cannot stress that enough, they would be assuming responsibility for the product during the shipping and handling of the product from there on out. No company would take on that responsibility.

Basically OP, you'll have to go collect the product, contact the manufacturer and go through their 3rd party retailer flawed product procedure. They have to engage with you on it, but it is up to you to act on it. Being a frontline hospital worker myself now I understand not wanting to make trips to shops etc, but you have no choice to be honest, if you want your product assessed and repaired, you have to follow the rules in place. My main advise is that when shipping to the manufacturer to use a trackable/traceable courier/postal service on the off chance the parcel goes missing during shipping, that way you'll at the very least have some comeback with whatever shipping method you use, as unlikely as it can be.

Almost none of that post is accurate. The EU thing is true but not in Ireland, we have not enacted it as our consumer protection is stronger. They DO have to deal with you and can't fob you off to the manufacturer, this nonsense about 30 days is just that..... Also you cannot be out of pocket for shipping etc, store credit wont cut it so they can use prepay labels or reimburse you directly.
However you may find it easier and less stressful to go to the manufacturer yourself if they are not playing ball.

L1011

Drodan wrote: »

My previous job for 2.5 years was dealing with these exact type of complaints, few thoughts on what have been posted and unfortunately may not be too popular.

There is a 2 year warranty with the manufacturer for goods purchased within the EU (for most products but there can be exceptions, mostly if the seller/manufacturer have a built in extended warranty which is adhoc per company and not standardized). What PC World are doing is indeed correct. You'd have a guarantee with them for particular period, usually 30 days, but as they are an authorised retailer once those 30 days are up they are correct to advise customer to contact the manufacturer directly. You would have to ship the product to the manufacturer yourself with shipping costs incurred by yourself which may only be refundable if a manufacturing flaw is present and a refund is offered (which does not have to be cash etc and can be "store credit".

The shop are also correct in saying they cannot deal with the manufacturer directly for the customer as their responsibility within the sales contract is expired. Even if somehow they do agree to act as a 3rd party go between for the manufacturer and the customer, which they will not I cannot stress that enough, they would be assuming responsibility for the product during the shipping and handling of the product from there on out. No company would take on that responsibility.

Basically OP, you'll have to go collect the product, contact the manufacturer and go through their 3rd party retailer flawed product procedure. They have to engage with you on it, but it is up to you to act on it. Being a frontline hospital worker myself now I understand not wanting to make trips to shops etc, but you have no choice to be honest, if you want your product assessed and repaired, you have to follow the rules in place. My main advise is that when shipping to the manufacturer to use a trackable/traceable courier/postal service on the off chance the parcel goes missing during shipping, that way you'll at the very least have some comeback with whatever shipping method you use, as unlikely as it can be.

Your "thoughts" are wildly inaccurate and look like the contents of a customer service training manual from another country

You were wildly breaching consumers rights if you actually enforced this

28064212

mk7r wrote: »

Almost none of that post is accurate. The EU thing is true

Even that part's not correct, because they said it's with the manufacturer. It's the retailer who has to provide the legal guarantee.

Ten Pin

What PC World are doing is indeed correct. You'd have a guarantee with them for particular period, usually 30 days, but as they are an authorised retailer once those 30 days are up they are correct to advise customer to contact the manufacturer directly. You would have to ship the product to the manufacturer yourself with shipping costs incurred by yourself which may only be refundable if a manufacturing flaw is present and a refund is offered (which does not have to be cash etc and can be "store credit".

This reads more like a change of mind policy but it's unsurprising that some retailers may use it as a tactic to put people off exercising their statutory rights.

The subject of this thread is goods that have developed a fault.