Warranty return problem - Seller won't give reasonable estimates

Engram · 17 Feb 2011 at 10:46

I'm having some problems with a warranty return (not to OcUK).

A quick summary of the situation:

My Intel D510MO motherboard packs up.
I request an RMA from seller and return the motherboard - 3 weeks ago.
I email them yesterday and ask them for a progress update. They claim that the motherboard is with Intel and that there may be a wait of up to 6 weeks before I receive a new motherboard.

They don't have a phone number, all communication is by email. They almost always take a day to reply and only ever send short, vague responses.

I've tried contacting Intel directly, but (unsuprisingly) they can't talk to me about another company's returns.

Has anyone else here had a similiar problem? What did you do?

Ascendancy · 17 Feb 2011 at 10:53

Is this a major company or a private seller? How long have you had the motherboard?

Engram · 17 Feb 2011 at 10:55

It's a major company. It has a proper website with lots of stock. I always thought they were a fairly big name.

I've had the motherboard since March 2010.

Danthus · 17 Feb 2011 at 10:56

Engram said:
It's a major company. It has a proper website with lots of stock. I always thought they were a fairly big name.

I've had the motherboard since March 2010.

Hassle them as you are approaching the end of the warranty!

Ascendancy · 17 Feb 2011 at 10:58

And they don't have a phone number?

I used to work for a competitor in the RMA department, and the rule there was anything over 30 days old got placed on what they refered to as a '28 working day wait' where they sent the faulty goods off to supplier for repair/replacement.

From memory I think the law regarding this specifies that the goods must be replaced in a 'reasonable amount of time', but doesn't specify any maximum limits to this timeframe.

Engram · 17 Feb 2011 at 11:04

Ascendancy said:
And they don't have a phone number?

I used to work for a competitor in the RMA department, and the rule there was anything over 30 days old got placed on what they refered to as a '28 working day wait' where they sent the faulty goods off to supplier for repair/replacement.

From memory I think the law regarding this specifies that the goods must be replaced in a 'reasonable amount of time', but doesn't specify any maximum limits to this timeframe.

No phone number, no.

I don't mind waiting (up to a point), but I want them to give me proper estimates.

If the motherboard is now with Intel then they should have a reasonable idea of when I'll have it back. Asking me to wait up to 9 weeks for a new motherboard is unacceptable.

Engram · 17 Feb 2011 at 11:19

OldCoals said:
Hassle them as you are approaching the end of the warranty!

I don't think this will be an issue, as they've already accepted the RMA and are now processing it.

SteveOBHave · 17 Feb 2011 at 12:03

Find out who the CEO is - email them...