Consumer Rights Act 2015 - Faulty monitor
Discussion
I bought an Acer monitor from eBuyer (whom aren't at fault in this). 6 weeks after the purchase it starts playing up so I contact eBuyer to ask what to do. I knew that being outside the initial 28 days would likely mean a repair. That wasn't ideal, but that's just the way it is.
eBuyer referred me to Acer for a repair under warranty so I got in touch with Acer. They were unable to find the monitor on their system because, they claim, eBuyer had probably sourced European stock and so the monitor wasn't on their UK system. No problem, if I supply the serial number details and they'll get it added so they can progress the warranty claim.
I chase this up regularly but it takes 3.5 weeks for them to respond saying that they've added the details of the monitor to the system and they can now progress the ticket. I'm now on day 28 since raising the ticket with them.
I'm aware that, according to the Consumer Rights Act, that I have to give them one chance to repair or replace the item and that should happen in a reasonable timeframe. How does this apply if they've not even been able to start processing the warranty claim because of their system?
Technically, they've not had chance to attempt a repair but this is due to their system. Does that matter in this case?
My view is that they've had a reasonable amount of time to attempt to repair the monitor and haven't been able to. The reasons for this aren't my fault and not really my concern.
I'd be interested in your thoughts.
eBuyer referred me to Acer for a repair under warranty so I got in touch with Acer. They were unable to find the monitor on their system because, they claim, eBuyer had probably sourced European stock and so the monitor wasn't on their UK system. No problem, if I supply the serial number details and they'll get it added so they can progress the warranty claim.
I chase this up regularly but it takes 3.5 weeks for them to respond saying that they've added the details of the monitor to the system and they can now progress the ticket. I'm now on day 28 since raising the ticket with them.
I'm aware that, according to the Consumer Rights Act, that I have to give them one chance to repair or replace the item and that should happen in a reasonable timeframe. How does this apply if they've not even been able to start processing the warranty claim because of their system?
Technically, they've not had chance to attempt a repair but this is due to their system. Does that matter in this case?
My view is that they've had a reasonable amount of time to attempt to repair the monitor and haven't been able to. The reasons for this aren't my fault and not really my concern.
I'd be interested in your thoughts.
If the delay in repairs is not acceptable then go back to the retailer.
Your contract is with the retailer not with Acer. The warranty that the retailer assumed was in place is not currently in place. Go back to them and politely ask what they are prepared to do about it rather than you mopping up around them.
Regardless of what you are or aren't "entitled" to, your possible options are money back, a speedier repair organised by the retailer, or sit and wait for Acer to get around to it. What is your order of preference to those?
What if they won't take your complaint seriously? Either persist, politely but firmly, "go legal" or put it down to experience.
There's never a magic wand in these situations unfortunately.
Your contract is with the retailer not with Acer. The warranty that the retailer assumed was in place is not currently in place. Go back to them and politely ask what they are prepared to do about it rather than you mopping up around them.
Regardless of what you are or aren't "entitled" to, your possible options are money back, a speedier repair organised by the retailer, or sit and wait for Acer to get around to it. What is your order of preference to those?
What if they won't take your complaint seriously? Either persist, politely but firmly, "go legal" or put it down to experience.
There's never a magic wand in these situations unfortunately.
Wooda80 said:
If the delay in repairs is not acceptable then go back to the retailer.
Your contract is with the retailer not with Acer. The warranty that the retailer assumed was in place is not currently in place. Go back to them and politely ask what they are prepared to do about it rather than you mopping up around them.
Regardless of what you are or aren't "entitled" to, your possible options are money back, a speedier repair organised by the retailer, or sit and wait for Acer to get around to it. What is your order of preference to those?
What if they won't take your complaint seriously? Either persist, politely but firmly, "go legal" or put it down to experience.
There's never a magic wand in these situations unfortunately.
I was willing to let them have a "reasonable" (normally 28 days) amount of time to sort the problem out but now I expect to get my money back on it. I was asking just in case it had to be with them to attempt a fix for the reasonable time period or whether, as is the case here, that the reasonable time has passed by. Your contract is with the retailer not with Acer. The warranty that the retailer assumed was in place is not currently in place. Go back to them and politely ask what they are prepared to do about it rather than you mopping up around them.
Regardless of what you are or aren't "entitled" to, your possible options are money back, a speedier repair organised by the retailer, or sit and wait for Acer to get around to it. What is your order of preference to those?
What if they won't take your complaint seriously? Either persist, politely but firmly, "go legal" or put it down to experience.
There's never a magic wand in these situations unfortunately.
I intend pushing for the refund as I don't want it dragging out any further.
MagicalTrevor said:
I was willing to let them have a "reasonable" (normally 28 days) amount of time to sort the problem out but now I expect to get my money back on it. I was asking just in case it had to be with them to attempt a fix for the reasonable time period or whether, as is the case here, that the reasonable time has passed by.
I intend pushing for the refund as I don't want it dragging out any further.
Seems reasonable on your part. Hope they are too.I intend pushing for the refund as I don't want it dragging out any further.
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