PC fault - warranty and Sale of Goods Act help please?

[Ray Luxury-Yacht]

Bought a new PC in August 2011 online - it was a 'Groupon' deal, and the supplier was, from what I can gather, a wholesale IT reseller.

Their website quotes thus:

'Throughout its history we have cultivated and established global sales channels in over 48 countries, for all types of new and refurbished computer and consumer electronic goods. We focus on achieving the maximum financial return for surplus product, whilst mitigating channel conflict, providing optimum choice and control to our clients.'


So I assume they 're-sold' a bunch of these PC's via Groupon for an external client of theirs? Who knows.

Anyway, I have a full invoice for the PC, with their name, address and details on the header.


Now got a problem with it - nothing major, but it does need sorting.

I emailed them thus:


'With reference to the PC I bought from you guys as below, I'm having a small problem with it.

The wireless keyboard appears to be getting a little difficult to type with - I seem to have to push the keys harder than I'd like, hence after typing something and looking up at the screen, there are often letters missing!

I've changed the batteries for Duracells, and it hasn't made any difference - I've also done a reset via the 'connect' button - again, hasn't helped.

Appears to just be a fault with the unit - as it gets used, it's getting worse. What do you suggest? Obviously it's under warranty.'



And the reply I've received is:


'Thank you for your email, I am very sorry to learn you have been experiencing problems with your purchase.

As this was a brand new item it was supplied with 12 months manufacturer's warranty, please contact Sony to resolve the problem.

I am happy to help if you have any further queries or require any more information.'



Am I right in thinking that they can't palm me off onto Sony, as my purchase means I had a contract with them, and as such, they have to honour any warranty claims too? If so, can someone help me with how to word my next email please?

Thanks in advance!

[jas xjr]

Nothing to do with Sony . The retailer is who you bought the item off.

[CYMR0]

jas xjr said:

Nothing to do with Sony . The retailer is who you bought the item off.

Agreed, but in practical terms ... if the retailer processes the claim, they will probably be looking to claim back off Sony anyway. Sony are the ones with the spares. If they can help, you've no loss and there's no harm done — and Sony are probably better at this sort of thing than the retailer are. If Sony can't or won't help then you should reclaim your loss from the retailer though.

[KevinA3DSG32]

CYMR0 said:

jas xjr said:

Nothing to do with Sony . The retailer is who you bought the item off.

Agreed, but in practical terms ... if the retailer processes the claim, they will probably be looking to claim back off Sony anyway. Sony are the ones with the spares. If they can help, you've no loss and there's no harm done — and Sony are probably better at this sort of thing than the retailer are. If Sony can't or won't help then you should reclaim your loss from the retailer though.

The contract is with the retailer and not Sony, therefore you have no comeback with Sony. You go through the retailer, what they choose to do as regards returns to Sony is there business.

[CYMR0]

KevinA3DSG32 said:

The contract is with the retailer and not Sony, therefore you have no comeback with Sony. You go through the retailer, what they choose to do as regards returns to Sony is there business.

But the retailer are being twunts. Sony, so far, are not being twunts. So rather than trying to force the retailer out of their twuntitude, why lot let Sony sort it relatively straightforwardly? If Sony are also twunts, then you start bashing the retailer; surely that's the easiest solution?

[Ray Luxury-Yacht]

CYMR0 said:

KevinA3DSG32 said:

The contract is with the retailer and not Sony, therefore you have no comeback with Sony. You go through the retailer, what they choose to do as regards returns to Sony is there business.

But the retailer are being twunts. Sony, so far, are not being twunts. So rather than trying to force the retailer out of their twuntitude, why lot let Sony sort it relatively straightforwardly? If Sony are also twunts, then you start bashing the retailer; surely that's the easiest solution?

Yep, that's my dilemma really. To be honest I've no problem asking Sony, but I have a feeling that they'll just re-direct me to the retailer, and hence another few days and wasted emails will ensue, to just bring me back to square one kinda thing.

Besides, I have no idea who / what to contact with regard to 'Sony UK' themselves. I guess I could start Googling for contacts and start sending emails and stuff, but that all takes time and I think it's probably not my responsibility to go through all that hassle, is it?

[bitchstewie]

Well the answer's simple, your contract is with whoever you made the purchase from.

Practically speaking it's who will be simplest to deal with.

For example it's very common with items such as monitors to have an onsite "swap out" warranty provided by the manufacturer, which in practical terms means that sure, you could insist on going via the reseller, who could insist on you sending it to them, and could insist on repairing it, or you could just call Iiyama (or whoever) and have a replacement arrive the next day.