Faulty Monitor - DGM/OCUK Warranty Confusion...

darthenrahl

darthenrahl

darthenrahl

Associate
Joined
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Posts
27
Hey guys.

I'm confused over who provides the warranty for this monitor, I've sent a couple of messages back and forth through the webnote system and I keep getting the same reply, that DGM provide the warranty, not OCUK.

Do DGM only provide the 3 year warranty with proof that it was purchased from OCUK? I've read a few posts from the staff saying it is definitely provided by OCUK and even linked to them in my webnote, but I keep getting the same reply, to contact DGM for an RMA.

The reason I bought it from OCUK was for OCUK'S warranty protection, not DGM's since I've heard some fairly negative things about their customer service. I didn't think I would have to go through them. I'm sure this played a part in others decision to buy this display from OCUK as well.

Anyway here is a transcript of what was said :

Hi.

My monitor (DGM IPS-2701WPH 27") stopped working last night and I was wondering if you guys could help me out. It was ordered on the 31st of May 2013 with a 3 year warranty so it's still covered.

I'm 100 percent sure its the monitor as I've tried another monitor with the same graphics card without a problem. The display just stopped working last night after making a faint high pitched noise. If i turn it on now there is a feint flickering dgm logo which slowly fades away, no actual display from the graphics card.

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Dear ********,

I am sorry to hear of this issue, as the item is over 28 days old the warranty is dealt with via the manufacturer directly, you will need to email them on [email protected]

Regards,

James Bailey

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Hi. I sent this message earlier but there seems to be a bit of confusion over who covers the warranty for DGM in this case. There are quotes at the bottom from your staff on the forums.

My monitor (DGM IPS-2701WPH 27") stopped working last night and I was wondering if you guys could help me out. It was ordered on the 31st of May 2013 with a 3 year warranty so it's still covered.

I'm 100 percent sure its the monitor as I've tried another monitor with the same graphics card without a problem. The display just stopped working last night after making a faint high pitched noise. If i turn it on now there is a feint flickering dgm logo which slowly fades away, no actual display from the graphics card.

The warranty is definitely with OCUK in this case, it's the reason I bought the monitor from OCUK.

5UB and KillerUK on the forums cleared this up in these posts.

http://forums.overclockers.co.uk/showpost.php?p=22701813&postcount=13
http://forums.overclockers.co.uk/showpost.php?p=22579765&postcount=676

I no longer have anything that came with the monitor that might have been related to the warranty, but I'm assuming the records on your system/tied to my account are enough?

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Dear ******,

This is correct, the warranty is covered by DGM, it was actually my manager that replied to you previously with the information.

If you contact them on the email address given previously they will be able to RMA the product for you.

Regards,

Matt OBrien

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I don't understand...I linked to posts saying OCUK covered it and he said correct and to contact DGM.....Confusing

Would appreciate it if someone could enlighten me here.
 
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By law your contract is with OCUK, NOT with DGM
Try getting hold of DGM and see if they give you a quick response, if not force the issue with OCUK and get them to sort it out - if you deal with DGM directly and they take ages then you have no real recourse... if you deal with OCUK and they dont respond in a reasonable time then you have SOGA to fall back on

DGM in particular have a history of being slow on RMA's so i would definitely go he OCUK route personally

You can also try posting in the customer service section of the forum where 5ub is more likely to see it
 
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To be honest you are likely better off with DGM anyway. OCUK turned out to be no use for my RMA of the Samsung 32D850T. I suffer from the white flicker (which I am sure most of you are familiar with the issue the Samsung and BenQ panels have). First I was told they are aware of no issues with the monitors so they must have their heads buried in the sand, then when I RMA'd it they found no faults and sent it back. Frankly it must have been the most half assed testing in the world seeing as it takes 60s to go to a website and get a simple test which shows there is an issue, then running a game almost immediately shows the problem too.

When I complained they said 'sorry for the problems, we have a set procedure etc. etc. Try talking to Samsung directly'. Which I am now doing, so fingers crossed there. The irony is I did not even want this monitor originally, I only got it after OCUK cocked up the Black Friday orders for the LG.

So yeah, long story short, DGM may be slow but at least they may actually do something.
 
I just got this reply on the customer service section.

Hello there

The info provided by 5UB and KillerUK was the original terms with DGM, the warranty on these monitors are now covered by DGM direct as stated by a couple of staff members.

The email address [email protected] is the one you need to email.

Regards

Bailey

This doesn't seem fair to me, I bought the monitor based on the OCUK 3 year return to base cover. Am I entitled to the terms in the original contract with OCUK?
 
Thanks for the tips guys, I'm really shocked at all this, I thought OCUK had a good reputation for stuff like this, which was why I bought it with their warranty...which apparently means nothing
 
that's interesting;
Sample story

Your two-year legal guarantee cannot be shortened by a commercial guarantee

Carla bought a hairdryer with a six-month seller’s guarantee.

When it broke after eight months, she took it back to the shop. The shop assistant told her that her guarantee had run out, and that she was not entitled to a refund.

Carla rightly pointed out that she had a full two-year guarantee free of charge under EU consumer protection law, and that the seller’s six-month guarantee only offered additional services.
Click to expand...

so b-grade items that come with a "90 day only warranty"... erm, no they don't!!
 
andybird123 said:
that's interesting;


so b-grade items that come with a "90 day only warranty"... erm, no they don't!!
Click to expand...


Actually anything marked clearance/b-grade in the title can legally be sold with as little as 30 day warranty legally, we've checked this with trading standards and our lawyers who both confirm we are correct. So B-Grade items with B-Grade clearly in the title are 90 days. :)

As to regards the rest of this thread sorry to hear the issues with monitor testing and on DGM we can take it back and then send back to them who will either offer partial refund, repair or equivalent replacement. :)
 
this is from the trading standards website;

I've heard that under European Union (EU) law I'm allowed a two year minimum guarantee on goods. Is that correct?
A. EU Directive 1999/44/EC states that all European Union member states must allow consumers to make a claim for faulty or misdescribed goods under their consumer rights for a minimum of two years. English law already allows you to make a claim for up to six years from the date you bought the goods and for up to five years in Scotland. Therefore if you buy any goods from any other EU member state, you can assume that you can make a claim for faulty or misdescribed goods for at least two years after.
Click to expand...

and
Guarantees and warranties are additional to the legal rights you have as a consumer and must not affect those rights in any way.
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so yes, you can offer a 90 day warranty, however that doesn't mean a faulty b-grade product can't be claimed for after 90 days, it still has to have a minimum 2 year period where it has to work
the 90 day warranty is in addition to the EU statutory 2 year guarantee

what youve written is misleading as it seems you are saying after 90 days a bgrade item cannot be RMA'd as faulty
 
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andybird123 said:
this is from the trading standards website;



and


so yes, you can offer a 90 day warranty, however that doesn't mean a faulty b-grade product can't be claimed for after 90 days, it still has to have a minimum 2 year period where it has to work
the 90 day warranty is in addition to the EU statutory 2 year guarantee

what youve written is misleading as it seems you are saying after 90 days a bgrade item cannot be RMA'd as faulty
Click to expand...


I shall check tomorrow to be sure with our returns, but I know for a fact for instance the clearance 30 day tablets were selling we asked our lawyers and trading standards what was the minimum warranty period we have to legally offer and they said 30 days as long as it's clearly listed as so. Then after this period we can legally refuse to do an RMA due to it being clear and the customer agreeing to our terms by placing the purchase. Don't thing the legal bods or trading standards would advice us incorrectly.

Shall check on the b-grade stuff because if it is true that it has a 2yr warranty still then we should remove the 90 day and just change to 2 year and make the discounts far less. :)
 
Gibbo said:
As to regards the rest of this thread sorry to hear the issues with monitor testing and on DGM we can take it back and then send back to them who will either offer partial refund, repair or equivalent replacement. :)
Click to expand...

This thread has got me interested. Ofcourse I hope I'll never have to RMA anything. On the chance I ever did, the warranty displayed on OCUK is RMA'd with OCUK? What do you think happened here then? miscommunication?

OP was told to RMA with DGM and now you have just said you guys handle the RMA? :confused:
 
Gibbo said:
I shall check tomorrow to be sure with our returns, but I know for a fact for instance the clearance 30 day tablets were selling we asked our lawyers and trading standards what was the minimum warranty period we have to legally offer and they said 30 days as long as it's clearly listed as so. Then after this period we can legally refuse to do an RMA due to it being clear and the customer agreeing to our terms by placing the purchase. Don't thing the legal bods or trading standards would advice us incorrectly.

Shall check on the b-grade stuff because if it is true that it has a 2yr warranty still then we should remove the 90 day and just change to 2 year and make the discounts far less. :)
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that europa website is the website of the european commission

what that says is that you can offer a warranty or commercial guarantee over and above the statutory minimum, but that member states have to allow a minimum 2 year legal guarantee on all commercial sales to consumers - including second hand etc. so yes you can offer a 30 day warranty, however that is *in addition* to the 2 year minimum

so when you talk to whoever you talk to, you need to make sure they understand you are talking about the EU guarantee and not a commercial guarantee or warranty

you can refuse an RMA after 6 months and ask for proof that it is a fault and not misuse, but then what you are asking people is to get an independent report done which if it says "faulty" then you'll have to cover that cost as well as refund/repair the item or be taken to court, which seems like a lot of hassle for the sake of a couple of hundred quid

Within six months from receipt of the goods, you just need to show the trader that they are faulty or not as advertised. But, after six months in most EU countries you also need to prove yourself that the defect already existed on receipt of the goods, for example, by showing that the defect is due to the poor quality of materials used.
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and the trading standards website says the same thing, warranties are in addition to, not instead of, your legal rights

In fact, a warranty is a discretionary gesture from the manufacturer and has no affect on statutory rights. The customer's contract is with the retailer who is liable for any inherent faults, even after the end of the warranty period.

Argos, however, declares that Allum's warranty was a special 12-month guarantee issued by the store, rather than the manufacturer, to extend customers' statutory rights.

"The law says that six months after purchase a customer must prove that an item was faulty when sold but, as a gesture of goodwill to all our customers, we provide a 12-month guarantee that we will investigate faulty product claims without the customer having to provide any additional evidence," says a spokesman.

"After the first 12 months of ownership, where the cause of the fault is unclear, we request that customers provide evidence of a product fault through a professional and independent report. If the report confirms the presence of a manufacturing fault, Argos will consider covering the cost of the report, as well as the appropriate remedy, such as a repair or replacement."
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And this is from the gov.uk website

Warranties and guarantees

A customer has the same right to free repairs or a replacement regardless of whether they have a warranty or guarantee or not. So you may still have to repair or replace goods if a customer’s warranty or guarantee has run out.
Click to expand...
 
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I think a little reasoning and fairness is required TBH. If you buy a heavily discounted refurbish item, I think expecting a retailer to provide a 2 year warranty could be taking the **** a little.

If I buy a new item at RRP thats another matter. I expect the retailer to be responsible for the warranty that's implied. If I'm expected to deal direct with the manufacture then I should be paying wholesale.
 
I got a B grade DGM around the same period as the OP and the PSU brick died.

I emailed DGM and had a new power brick within a few days. DGM RMA service in my experience has been good.

I paid I think it was £180 for a monitor that was selling then for close to £400.
 
I think Gibbo should find some new legal bods. :/

The Sale of Goods Act makes no distinction between New/used/refurbished/B-Grade any other label you care to use.

The only slight exceptions to this and not relevant here would be if the item was sold as being of a certain age, as this age would come in to consideration of how long the product should last. Though it's unlikely 90 days would be ok for most items.

Or if an existing fault with the item is disclosed at the time of purchase, then it can't be rejected for that particular fault. So if extras like cables aren't included, as long as they don't render the product unusable, that would not be a reason for RMA, as OCUK state these may be missing.

So depending on the item it's covered up to 6 years, EU regs don't really count as they are weaker than the existing UK SOGA. But 2 years could be used as a fair point.


What is relevant, after 6 months the consumer may need to prove that the fault was not down to ordinary wear and tear or damage they caused, and that the product (or a component) should have lasted longer than it did.

This is why the likes of a very well know 2nd hand store have a 1 year warranty on all their on all items except consumables. You know if they could get away with 90 days they would be doing that as well. :P

Even charity shops have to abide by this though they have the bonus of the buyer being able to inspect the item. This can cover them for damage that can been seen and appraised at time of purchase.
 
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