Charged for cosmetic scratch on returned item

They'll say they checked it in and out. Whilst you have nothing to counter with.
It's always worth arguing, but don't expect to win anything.
 
Well the keyboard wasn't properly flush with the chassis when I received it, it snapped back into place but QC can't be that amazing if that was a problem. I didn't report it as I fixed it myself easily.

Will update if they get back to me :)
 
Yeah will use that argument too, I mean to me backlight bleed is a fault. To them? no, but then what level is acceptable? How is that even measurable?

This was the screen by the way, worse in the dark on plain black of course, but I could still notice it when using it normally.

http://i.imgur.com/iEkXBCt.jpg
 
if a product is faulty it shouldn't cost you anything to return, I've 'argued' to get my postage back from a few companies who tried it on.

As to the scratch.... is that the only photo they sent you? If it is how do you even know that is the laptop you returned?
 
CREATIVE!11 said:
You're probably out of luck op.

Edit: 35 quid return fee for faulty item is taking the micky though... argue based on that.
Click to expand...

Though as I understand it, he returned it not under the Sale of Goods Act (for faulty items) but under the new DSRs, which is when you just change your mind.
 
Eulogy said:
Yeah will use that argument too, I mean to me backlight bleed is a fault. To them? no, but then what level is acceptable? How is that even measurable?

This was the screen by the way, worse in the dark on plain black of course, but I could still notice it when using it normally.

http://i.imgur.com/iEkXBCt.jpg
Click to expand...

Where did you buy it from. Was it a 'Specialist' company?
 
Was thinking of getting a laptop there but phew! Customer complaints etc put me off! Wish OcUK sold Laptops that one could be specific about which components gets installed
 
That picture proves nothing. Is it even your laptop? Find a picture of the same laptop from the internet, without a scratch, and email it to them saying there was no scratch. Your 'evidence' will then be just as good as theirs.

Their monkeys could easily have scratched it taking it out of the box.
 
But wait, under Consumer Contracts Regulations the seller must issue refund including outbound delivery charge and they can only make you responsible for covering the cost of shipping the item back if they made it clear in the pre-contract information that the consumer must pay for the cost of returning goods if they cancel. Additionally, I don't think they are allowed to dictate or force you to use particular form of return, or force into them arranging one for you, especially considering that £35 for shipping laptop back is completely unreasonable. That's a cost of express shipping of 50kg load around the country.
 
Probably a good idea to do an unboxing and take pictures of your item, that way if it came like it with a scratch then you can prove it was not of your fault.
 
I see so often people do hit and run posts with no updates later on, not I.

Since my posts above I have had some back/forth with them about this, and currently this is the scenario:

  • I will get a full refund minus the £35 collection costs.
  • They will not charge me for the scratch.
  • Therefore the net loss to me is £35. This is a cost I was aware of prior to returning the item, it's also one I can stomach having to pay.

All in all I am satisfied with this resolution, sometimes arguing a point enough can get you somewhere. Maybe they just didn't want to waste more than £30 worth of employee time dealing with me.

I could argue about the £35 as well, but they have had to deal with a returned/unboxed item etc, so I feel this is a reasonable compromise for all parties.
 
I was just about to post that i wouldn't be happy to pay out £30 for such small scratch, glad you managed to get it sorted. Always worth trying to sort it rather than just 'suck it up' as someone above put it.
 
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