14 Days right to cancel?

toon_mad

toon_mad

toon_mad

Soldato
Joined
8 Jan 2009
Posts
4,819
Location
North East
As is my horrid luck when it comes to buying monitors, I tried somewhere else this time around instead and bought a new monitor from them (regardless of circumstance, no hinting at competitors).

The first one was returned as it had various faults and I opted for a direct replacement which they did, unfortunately the new replacement also had a fault although it is much more difficult to identify (it is apparently a known fault with this particular Acer monitor I bought) where by every few hours the screen will flash up some kind of artifacts usually in the form of 2 or 3 vertical lines, happens in the blink of the eye.

I know it is the monitor because I have tried different cables, tried it with a different PC and well others have also mentioned this and so it seems a wide scale problem / luck of the draw whether you are affected by it.

Anyway, this new replacement was sent to me on Thursday last week and they collected it to send back on the Tuesday. I explained to them that it could be quite difficult to capture the screen flash as the longest it went was several hours. I also asked how would they test it such as video the screen that sort of thing but didn't really get an answer for that other than they will use 3 days to test it.

In the event they determine the monitor is not faulty and attempt to return it back to me (which on the contrary I know it is faulty), do I have rights to cancel the purchase instead under distant selling regulations for example?

I payed by credit card if that makes any difference.

Thanks :)
 
You don't have rights under the DSR, as they no longer exist :). Under the new Customer Contracts Regulations, 14 days is the minimum cancellation period that consumers must be given, but check the Terms and Conditions as they might actually have given you more time.

If you bought with a cc and can prove fault, you are entitled to a section 75 refund, even if the retailer refuses, assuming the cost of it was between £100 and £30,000.

Regardless of how much you spend on the credit card as well, which is why you should always use a credit card to put down at the very least a deposit; even if you pay the balance with a debit card, you're covered for the full amount.
 
Last edited:
You have 14 days from receipt of the item (first receipt) to change your mind.

For a faulty item returned within 28 days they will replace or refund if found to be faulty by their 'technicians'.

You could try a charge back on a cc if you do not ultimately get satisfaction.
 
I would feel inclined to tell them that it occurs every 6 hours or so, as just to give ample head room so they don't look at it for 2 hours and brush it aside. I can't imagine it's good buisiness to have a tech sit and stare at a screen for 4 hours to check it however.
 
Sorry folks cannot seem to quote your posts always comes up empty (firefox or overclockers bug?).

--------------------

platypus, I never even realised dsr stopped, to be honest I have only really heard it mentioned by others and don't have that great a understanding of it anyway.

--------------------

nkata, I bought it last bank holiday weekend (27.08.2016) so unfortunately I guess that time has passed if you are saying from the initial order date is true. Never done a charge back before so not exactly sure what that entails.

--------------------

harry5522, I enclosed some information as well letting the customer services know that it is an intermittent fault and although it can happen a couple of times a day it may not happen until after several hours which is why I asked how would they monitor (no pun intended) it. I also did some printouts from the Acer forum of other users reporting the same issue I believe my monitor has.

--------------------

I could not get video footage of the flickering due to time constraints but I managed to find a youtube video of it someone else posted: https://www.youtube.com/watch?v=nscc6z1Jlq0

EDIT:

Just checked my order history and they put it through as a new order dated 13.09.2016 so surely the 14 days applies to this one as they put it through as a seperate order?
 
Last edited:
toon_mad said:
EDIT:

Just checked my order history and they put it through as a new order dated 13.09.2016 so surely the 14 days applies to this one as they put it through as a seperate order?
Click to expand...

Tell them you want a refund due to change of mind based on that order. Is it a separate order number?
 
toon_mad said:
EDIT:

Just checked my order history and they put it through as a new order dated 13.09.2016 so surely the 14 days applies to this one as they put it through as a seperate order?
Click to expand...

Was the new order £0 value though?

Under the Consumer Rights Act you have a legal to reject goods that are unsatisfactory quality, unfit for purpose or not as described and get a full refund - as long as you do this quickly.

This right is limited to 30 days from the date you buy your product.

But (don't quote me on this) I think that they can deduct from your refund if the item is used if they are a right pain they will do this.
 
separate order number guys:

t9y4r4.jpg


Bottom one was the original order, and the top one was the new replacement they sent.
 
Is it a line or two of pixels moving from the edge (left or right) of the screen to the middle?

It's a known issue with my Acer XB271HU - Acer apparently have a firmware fix for it but it requires sending to them, not really good enough on a new screen I think.

Quick fix is the old turn it off and on again. I've just been doing that as I bought mine ages ago, and sending it off is disruptive.
 
HungryHippos said:
Is it a line or two of pixels moving from the edge (left or right) of the screen to the middle?

It's a known issue with my Acer XB271HU - Acer apparently have a firmware fix for it but it requires sending to them, not really good enough on a new screen I think.

Quick fix is the old turn it off and on again. I've just been doing that as I bought mine ages ago, and sending it off is disruptive.
Click to expand...

It happens quick but yeah I believe they are vertical lines typically to the left center or right center of the screen. I also read about the firmware update, apparently it could be something to do with the Gsync module (XB321HK) so quite possible this is a known problem across a few of there predator models. I also read it is a problem with the panel because one of the BenQ models suffers the same, and they both use the same panel type.

Anyway would rather not have to send it for this fix because you don't know what state the monitor could be returned as, so I hope they either see the fault and refund me or I am able to cancel the purchase.

Shame because it looked a really good monitor but the quality control these days seems to be so hit and miss. It's a long drive to Overclockers but these days I think I would be better off going somewhere like there in person and asking if they could open it up there and then to inspect first and take it back myself and not having to deal with buyers anxiety and stress because my luck with online monitor purchases is dreadful, can never seem to buy one that just works out the box with no faults - is that so much to ask! :o

PS, sorry mods I tried not to directly write the other companies name - I thought subtle hints might have been ok, well I know for the future now :)
 
toon_mad said:
It happens quick but yeah I believe they are vertical lines typically to the left center or right center of the screen. I also read about the firmware update, apparently it could be something to do with the Gsync module (XB321HK) so quite possible this is a known problem across a few of there predator models. I also read it is a problem with the panel because one of the BenQ models suffers the same, and they both use the same panel type.

Anyway would rather not have to send it for this fix because you don't know what state the monitor could be returned as, so I hope they either see the fault and refund me or I am able to cancel the purchase.

Shame because it looked a really good monitor but the quality control these days seems to be so hit and miss. It's a long drive to Overclockers but these days I think I would be better off going somewhere like there in person and asking if they could open it up there and then to inspect first and take it back myself and not having to deal with buyers anxiety and stress because my luck with online monitor purchases is dreadful, can never seem to buy one that just works out the box with no faults - is that so much to ask! :o

PS, sorry mods I tried not to directly write the other companies name - I thought subtle hints might have been ok, well I know for the future now :)
Click to expand...

Yeah it sounds like the same as mine, pixel displacement. If you look at the left and right of the screen when it does it, you should find the lines of pixels would fit perfectly to the content of the edge.

As you only just purchased it, and it's a known fault, then I'd say you should argue for a refund. Unless they can promise you a model that has the fix applied, it's unfair to expect you to ship it off to get the fix applied on a brand new screen, and I'd say it's definitely a fault.

See the following link for the discussion about this problem on my monitor:

http://community.acer.com/t5/Predat...apping-image/m-p/429151/highlight/false#M2880

Alt Tabbing will cause this problem to occur far more often I find.
 
Last edited:
I think if you've had a replacement you lose your right to cancel as you've shown acceptance of the goods.

However if faulty I'd be using Consumer Rights Act 2015, monitor not of satisfactory quality. You've got 30 days from day of delivery of your first to reject it for a full refund - however, the onus is on you to prove that it's actually faulty, the company also has to cover the postage costs :)
 
Last edited:
HungryHippos said:
Yeah it sounds like the same as mine, pixel displacement. If you look at the left and right of the screen when it does it, you should find the lines of pixels would fit perfectly to the content of the edge.

As you only just purchased it, and it's a known fault, then I'd say you should argue for a refund. Unless they can promise you a model that has the fix applied, it's unfair to expect you to ship it off to get the fix applied on a brand new screen, and I'd say it's definitely a fault.

See the following link for the discussion about this problem on my monitor:

http://community.acer.com/t5/Predat...apping-image/m-p/429151/highlight/false#M2880

Alt Tabbing will cause this problem to occur far more often I find.
Click to expand...

It certainly sounds like the same problem. :o

How can any company manufacture and sell items with such common problems is beyond me.

Behemoth said:
I think if you've had a replacement you lose your right to cancel as you've shown acceptance of the goods.

However if faulty I'd be using Consumer Rights Act 2015, monitor not of satisfactory quality. You've got 30 days from day of delivery of your first to reject it for a full refund - however, the onus is on you to prove that it's actually faulty, the company also has to cover the postage costs :)
Click to expand...

Well they received the monitor this morning so will await there response to whether they tested and found it faulty or not. I believe they should see the problem I described and if not will see if I can just cancel the purchase or not, the monitor is still as new practically.
 
Hi again all,

Place I bought the monitor have just emailed this morning confirming the monitor has been refunded as it was found to be faulty within warranty. That was actually quite a relief as it was one of those faults that doesn't occur too frequently, ie once in 8 hours maybe (sometimes more, sometimes less). I don't know how they tested it exactly but I would assume they recorded the screen and reviewed the footage. Either way I am glad they actually managed to see what I saw and the matter is now resolved.

Cheers all :)
 
platypus said:
Regardless of how much you spend on the credit card as well, which is why you should always use a credit card to put down at the very least a deposit; even if you pay the balance with a debit card, you're covered for the full amount.
Click to expand...

not at all. debit cards also have protection. That banks have to agree to when they apply for visa/mastercard and it protects you under 100 as well. There's just no legal recourse. but then you rarely need legal recourse anyway.

http://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback
 
You must log in or register to reply here.
Back
Top Bottom