How long to give repairers?
Discussion
I am just after a bit of a sanity-check here I guess.
A couple of years ago I bought a D******e 24 inch LCD monitor for my PC, with 3 year warranty. Just over 3 months ago it started to fail, displaying stylish yet annoying coloured vertical stripes. I contacted the manufacturer (who the UK warranty is with) and arranged for them to pick it up for repair, which they did. All good so far. After no news for 5 weeks, I asked what was happening. They replied saying they were waiting for a part from $generic-far-east-country. Fine, it happens. 3 or so weeks later, I emailed again, mentioning that they might like to think of another solution. The reply was still that they were awaiting the arrival of the component. Next week will mark 3 months since the monitor went away for repair.
Now, I understand the law states a "reasonable" amount of time should be allowed. I think 90 days is more than reasonable. What are my options? A full refund seems unlikely, given that it is 2 years old, but assuming a monitor's life to be 6 years, then 66% would satisfy me. An identical refurbished replacement would also do, but technology moves on and chances are that there won't be any in stock. 1920x1200 monitors are quite rare now, and I really miss the extra screen height.
I will email them over the weekend and give them the "Okay, waiting time is up, what are you going to do?" line, but I would like an idea of what I can ask for. I don't intend to mention Small Claims Court unless I get back an email along the lines of "naff off, we are waiting for the part". So. Any ideas about what I should be demanding?
Cheers
Note 1: Name obscured for name-and-shame reasons.
Note 2: Unusually, warranty is handled via the manufacturer not the shop.
A couple of years ago I bought a D******e 24 inch LCD monitor for my PC, with 3 year warranty. Just over 3 months ago it started to fail, displaying stylish yet annoying coloured vertical stripes. I contacted the manufacturer (who the UK warranty is with) and arranged for them to pick it up for repair, which they did. All good so far. After no news for 5 weeks, I asked what was happening. They replied saying they were waiting for a part from $generic-far-east-country. Fine, it happens. 3 or so weeks later, I emailed again, mentioning that they might like to think of another solution. The reply was still that they were awaiting the arrival of the component. Next week will mark 3 months since the monitor went away for repair.
Now, I understand the law states a "reasonable" amount of time should be allowed. I think 90 days is more than reasonable. What are my options? A full refund seems unlikely, given that it is 2 years old, but assuming a monitor's life to be 6 years, then 66% would satisfy me. An identical refurbished replacement would also do, but technology moves on and chances are that there won't be any in stock. 1920x1200 monitors are quite rare now, and I really miss the extra screen height.
I will email them over the weekend and give them the "Okay, waiting time is up, what are you going to do?" line, but I would like an idea of what I can ask for. I don't intend to mention Small Claims Court unless I get back an email along the lines of "naff off, we are waiting for the part". So. Any ideas about what I should be demanding?
Cheers
Note 1: Name obscured for name-and-shame reasons.
Note 2: Unusually, warranty is handled via the manufacturer not the shop.
Well I have insurance on my laptop and due to the amount of use it gets (going out on site, being used at home...never turned off really) it constantly breaks. It's about 4 years old now and they stopped making them 2 years ago so I am always upset when they send it back fully repaired instead of swapping it for new (last time the plastic casing for the screen snapped in half and the screen fell out!) I am bemused at where they are getting the parts from to be honest so I can only imagine it will be the same, someone, somewhere, will still either be stocking the whole unit or parts to repair it
Actually, you're being generous. Trading Standards would see a 'reasonable time' as less than 28 days.
After three months, you should be kicking up a hell of a stink.
The part that needs replacing is the panel itself, which is basically 90% of the monitor value. If it's a 2 year-old model, it'll no longer be in production, so they can't get one any more.
I'd be pushing for a replacement within 14 days, by recorded post.
I'm more often on the other side of this, we get repairs done within 7 days, or replace if that's not possible. Even then we get complaints that it's taken too long.
You've been more than fair. Turn up the heat.
After three months, you should be kicking up a hell of a stink.
The part that needs replacing is the panel itself, which is basically 90% of the monitor value. If it's a 2 year-old model, it'll no longer be in production, so they can't get one any more.
I'd be pushing for a replacement within 14 days, by recorded post.
I'm more often on the other side of this, we get repairs done within 7 days, or replace if that's not possible. Even then we get complaints that it's taken too long.
You've been more than fair. Turn up the heat.
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