Need some advice, What am I entitled to? (Gigabyte RMA)

Robbsy said:
It was bought from Overclockers and they told me I needed to resolve it with Gigabyte. It was bought on a VISA debit card.
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Robbsy, sorry for not picking up on this thread earlier.

I have forwarded the thread and request for assistance to HQ just now.

I will come back to you as soon as possible.

We apologise for the issues and inconvenience suffered.

Please bear with me and I will do what I can to help resolve.

Regards,

Gigabyte UK NB Team
 
Just additional note to manage expectation, because of time zone difference this wont be picked up by HQ Taiwan until Friday, so I will expect response overnight, feedback to you tomorrow.

I have also spoken with Overclockers returns to let them know I have picked up on this.

Thanks,

Gigabyte UK NB Team
 
I have just spoken to Atom80 on the phone personally so hopefully this issue will be resolved.

Regards

Bailey
 
Okay thanks guys. Just uploading a final video to show the fan speed and the problem in a few other games. Ironically BF4 wouldn't work and on contacting Origin support i was told to update my drivers..... Which Gigabyte told me not to do.....

I'll get a link posted here when it's up.

Thank you
 
20ij7s6.jpg


Pretty sure that's it
 
Engineer has contacted me again saying that the only avenue left is the replace the CPU and GPU and that he had spoken to you guys today. Obviously again this is going to cause a huge inconvenience to myself as I will be without a laptop for another week.

For now i've told him that I will wait to hear back from Gigabyte HQ so hopefully you can get back to me asap tomorrow Atom.

Ideally I just want to get this returned to Overclockers and refunded in some way. Not only has this been stressful enough but also time consuming.

As well as this he informed me that Overclockers should be responsible for the postage costs that I have been charged with (Totaling to around £67) because of the extra cost of insurance. I still have the receipts. If you could update me on this that would be great.
 
Morning Robbsy

I am in correspondence with the Gigabyte HQ as well now to try and get this rectified for you.

Unfortunately due to the age of the product we wouldn't be able to do a refund on it I am afraid.

Gigabyte HQ have said in an email to myself that they will cover the postage costs of the return as well for you.

So this will be sorted all for you.

Regards

Bailey
 
Okay Bailey so what have they said they're going to do? It it just going to be another repair?

Also will I still be required to "Not update the drivers" etc?

There's also the time factor. As I said before I'm going away at the end of August so I need this sorted soon. I've already RMA'd it twice so how can I be sure it will sort it out this time?

Thanks for your help!
 
Also some of the guys here had said that maybe I was entitled to a partial refund due to the fact that multiple repairs have been attempted and its now becoming a significant inconvenience. Think it was under the Sale of goods act. If this simply isn't possible then that's fine but right now that would be the easiest option on my end.

What I really don't want is to have to keep sending this in for repairs to find that the problem persists. As well as this I'd argue that the product is no longer fit for purpose as I've been told not to update drivers (which has already left me unable to play one game) and probably will affect many more.

I hope you understand my frustration and this can be looked into further.

Thanks again!
 
Robbsy said:
Okay Bailey so what have they said they're going to do? It it just going to be another repair?

Also will I still be required to "Not update the drivers" etc?

There's also the time factor. As I said before I'm going away at the end of August so I need this sorted soon. I've already RMA'd it twice so how can I be sure it will sort it out this time?

Thanks for your help!
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Hi Robbsy,

We are doing what we can to resolve this for you, and cover what costs you have incurred.

Unfortunately, the advise that you were given is correct regarding graphics drivers is and the official line is:

"The notebook graphics drivers supplied by Nvidia are reference drivers only….Nvidia even have a disclaimer on the graphics driver stating that they are reference drivers only and the device OEM Provides certified drivers for their particular notebook."

Therefore the advise given was not followed when the drivers were updated from nVidias website. When there are new drivers from NVidia, specifically for our machines (or any other vendors), we will have different bespoke version uploaded to our site, for our customers.

If there are problems with the machine, not related to the graphics, fans maybe, then please just be very clear with repair centre so they can investigate all elements and get the fully working machine back to you as soon as possible.

I hope that you can process return in good time and see that we are being fair with covering carriage costs for you.

Thanks and I will keep in touch with OCUK and service to ensure everything is moving forward for you.

Regards,

Gigabyte UK NB Team
 
That's really not what I was hoping to hear. Each time i've sent it in for repair it's come back with a new problem. It's been over 2 weeks now since I started having these issues. I think it's clear that there is something fundamentally wrong with the laptop. After 2 RMA's the issue still wasn't fixed so i'm reluctant to send it again. Mainly because if it comes back broken again i'm going to be stuck.

With regards to the drivers I understand that statement. But as I said to the technician i've previously had them all updated to the latest iterations and the laptop has been fine, leading me to believe the fault is with hardware and not the drivers. The fact that i've now received it with another problem (where the fan stays at max rpm) is further discomforting.

As well as this I keep mentioning that I really don't have the time to keep sending this back and forth. Maybe if this had been seen 2 weeks ago it would've been sorted but you can probably see why i'm stuck now.

This is the link i was provided with - http://sogahub.tradingstandards.gov.uk/explained

As you can see under section 5 it says that "If the item does not conform to contract (is faulty ) for any of the reasons outlined and the customer has accepted the goods, the law says the customer is entitled to claim a repair or replacement of the goods in the first instance." Obviously I have done this now... Twice.

It goes on to say that if " the customer claims either option is taking an unreasonable amount of time or is causing unreasonable inconvenience, the customer is then entitled to

- keep the goods and claim a price reduction from the retailer to compensate them for the fault in the goods - this would be the difference between the value of the product in perfect condition and the value of the product in the faulty condition, or

- return the goods and rescind the contract . This would mean that the customer returns the goods and you provide a partial refund, calculated to reflect the benefit the customer has received from the product."

I hope this helps and we can find an alternative to sending it in for another repair.

Thanks again.
 
You are entitled to reject the laptop now as you have no faith in it... it had been "repaired" twice now... you have been patient and allowed resolution which has not come.

Demand refund/different laptop from ocuk or goto trading standards. It really is that simple.

Really annoys me how they try to fob customers off with all sorts of legalish mumbo jumbo like "its too old for a refund".... utter rubbish. It has a 2 year warranty.... he has sent it off twice for repair and both times it is either worse or just still faulty. Now is time to refund the guy or get him a working laptop!

Oh and if the item sold by ocuk came with a 2 year warranty, that means ocuk should deal with it for the full 2 years under consumer law... they will try and fob you off to gigabyte but thats all puff and wind. Retailers trying to shirk their responsibities is another thing for trading standards. Stand you're ground.
 
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AtreuS said:
You are entitled to reject the laptop now as you have no faith in it... it had been "repaired" twice now... you have been patient and allowed resolution which has not come.

Demand refund/different laptop from ocuk or goto trading standards. It really is that simple.

Really annoys me how they try to fob customers off with all sorts of legalish mumbo jumbo like "its too old for a refund".... utter rubbish. It has a 2 year warranty.... he has sent it off twice for repair and both times it is either worse or just still faulty. Now is time to refund the guy or get him a working laptop!
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This is exactly what I thought. If the laptop is returned and refunded i'm obviously going to be buying a new one anyway. So even if it's store credit I wouldn't mind. If overclockers want to take on this laptop and try and get it fixed then that's fine. But i'm really stuck with what to do.

And I have looked into getting trading standards involved. Obviously this isn't overclockers fault though. I just want it sorted as quickly as possible.
 
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