Advice on laptop refund

michty_me

michty_me

michty_me

Soldato
Joined
19 Apr 2012
Posts
5,498
Morning all,

I'm looking for advice on a laptop refund.
It was purchased last year in July with a years warranty. In January, The laptop developed a fault and was returned. Since then they have had my laptop for repair and have been unable to carry this out successfully.

I have been offered a refund minus 15% due to the time that has passed. Should I not be getting a full refund if the laptop is still in the warranty time frame, A repair is not possible or cannot be provided with a suitable replacement?

I'm unsure of the legalities of this so looking for some advice. Basically I would lose £50 if I accepted their offer.
 
Yes, I've had a sit down and thought about it. If I were to sell it on after that 6-7 months, I probably would have lost more.
I guess this is fine as I was looking at the AMD laptops.
 
mrbell1984 said:
You are wanting a full refund for a product you have had for 11 months? If only all my products developed a fault that couldn't be fixed I would have had 30 years free worth of products. nice.
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If you read it correctly then it would tell you I have had the laptop 10 months but they have had it for repair since the end of January. I've only seen the laptop for about 6 months of ownership.
I'm not demanding a full refund, I merely asked what were my rights as a consumer for something like this.
 
Thats what I am thinking, It was a manufacturer refurbished item sold by another company so I'm a bit unsure where I stood as I can't find much information on the sellers website. All it states is "If your item develops a fault after 28 days DOA period, please contact the manufacturer to get it fixed. Faulty products cannot be returned for Refund beyond 28 days DOA period unless authorised by manufacturers"

So I assume it would lay with Asus?

The laptop in question was a GL502VSK.

Out of interest, What laptop would you all go for around £1000 now or in the next few months?
 
Surveyor said:
After six months so the retailer is allowed to reduce the refund to allow for fair use. They could even ask you to prove the laptop was faulty at the time you received it.

Faulty product? How to get a refund, repair or replacement
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Ok thanks, I did find an email I sent to the seller after a month or two of ownership stating there was an electrical type arcing/buzzing sound emitting from the laptop. They put it down to coil whine.
 
jpaul said:
The 28day warranty, and the fact it was refurbished, limits the liability of the seller though, too; it was cheaper and you don't expect the same lifespan.

once it is outside of the warranty period they may not pay for postage to return the product for repair, although they should pay for parts(&labor I'm not sure?),
that's the basis I've bought refurbed products from panasonic ebay store;
The refurbed aspects means it has lost some of the normal 2..5 year manufacturer obligation, and you'd expect a significant depreciation if they have to refund you.

15% sounds a good deal , for a refurbed product, but I'm surprised you've been tolerant of waiting 3 months for the repair/decision to be made, and haven't demanded resolution sooner, you've been able to live w/o it I guess.
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I had been keeping in touch with them and the main response was due to covid-19 things have slowed down.
I did ask for an extension for my warranty once it was repaired due to not having seen the laptop in months but I received no response until this morning.
True, I've managed with out it due to using a playstation for the time being.
Regardless, I shall see what they come away with tomorrow.
 
Well, Just received the refund and as it turns out they may have messed up slightly. I used a voucher code when purchasing said laptop so they didn't take that into account and took the 15% deduction from the full price laptop so I lost nearly 5% in the end compared to the 15% I was told they could offer.
 
Energize said:
Very shoddy company if they aren't offering a full refund. Yes they might be a bit out of pocket, but that is the cost of doing business and is why people pay what they do for products, a warranty for which they expect repair or replacement or a refund if that isn't possible.

The customer shouldn't have to lose out because the retailer are to inept to carry out a repair.



How does that logic work? The replacement product wouldn't have an extra year on top of the original.
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Well on the citizens advice website it does state after 6 months they only have to return a percentage of a refund is an option. They've probably sold it on for a higher price.
 
Surveyor said:
The OP had use of the laptop for 6/7 months for, apparently, £40. I'm a little bemused at the amount though. Originally the reduction was going to be 15% and £50, the end result was 5% and £40.
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Yeah the numbers didn't add up as their was no mention of the eBay code.
That was my mistake. Without the eBay code I should have lost £149 roughly.

Anyway, it's done and dusted now so thanks for the info earlier before it got filled with discussions.
 
Energize said:
The key word there is "option", and it's important to note that practice and policy are two different things, they may have that in their policy but they still gave me a full refund.

Those quotes show that they chose a partial refund over a superior replacement product or a repair, it wasn't forced on them. I'd say offering a superior replacement is pretty good service.

In the OP's case the manufacturer couldn't repair the product and didn't offer a replacement product they forced a partial refund on him.
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When I first sent the laptop in for repair they asked what the desired outcome was. I stated a repair but if this was unachievable, I would consider paying extra for an upgraded unit but this was never offered.
 
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