On-Site Warrenties

Heofz · 2 Apr 2006 at 17:33

I bought a monitor about 2 years ago, which came with 3 Year's On-site warranty.

This monitor recently went wrong and they said they would replace it, however they said that they cannot guarantee that the replacement monitor will be new, it will just be a like-for-like swap.

"Fair enough" I thought, and got this monitor swapped out.

A few days later (yesterday morning), this monitor had started going ballistic (when I plug it into the mains it turns itself on/off at a rate of about 2-3 times a second, and even after I've taken the plug out it carries on doing it but then eventually slows down and stops when it has "run out", and the power lead is irrelevant as I tried several different ones in several different sockets in my house). My guess it was a (poorly) refurbished model.

Anyhoo, because this company has failed to provide me with a decent replacement (I.e. the replacement failed after a few days), I have completely lost confidence in them, as sure I could ring them up again and tell them to replace it again, but what if this time it fails after 1 month? or 2 months?

But at this stage beyond a failed warranty replacement, and seeing as my 3-year warranty has still not expired, what are my rights as a customer?

Do I have the right to ask for a valued refund at this stage? Do I have the right to ask for a brand new replacement? Or do I have only the right to get another one of their dodgy replacements again?

cheets64 · 2 Apr 2006 at 17:37

I had a Iiyama crt and I got mine replaced when it broke 30 months in, they gave me a refurbed one and its still going strong.

Not a clue on your rights but im sure they can just keep sending you another till you get one that does work.

Heofz · 2 Apr 2006 at 17:42

cheets64 said:
Not a clue on your rights but im sure they can just keep sending you another till you get one that does work.

or until my warranty runs out

Berserker · 2 Apr 2006 at 17:43

Yup, done the same, also with iiyama, although that one got swapped for a TFT six months later.

As for the law, well, sorry, I can't help either.

Nozzer · 2 Apr 2006 at 17:45

Is this the Dell TFT which got broken 'in the post'?

Heofz · 2 Apr 2006 at 17:46

Nozzer said:
Is this the Dell TFT which got broken 'in the post'?

no mate this is a completely different 17" monitor

was waiting for someone to ask me that lol

Adam_151 · 2 Apr 2006 at 17:47

I had similar problems with my monitor a few years back, they swapped it for a faulty one, when made aware that they had done it, they replaced it with with yet another faulty one, then I think the original one came back with the same fault, then I can't remember whether there was another faulty on in between that one, and the brand new one they eventually sent, I wonder how much money they wasted courierering 19" CRT monitors back and forth across the country :rolleyes:

At least one of the dead ones had the issue where it would work ok for about 10 minutes then start adjusting the brightness to the extremes automatically, I wonder if the repair person had plugged it in, seen it start working and think "nowt wrong with that" and stack it for sending out again...

Slam62 · 2 Apr 2006 at 17:48

I suspect that the law wouldnt come into it now (in reality anyway) its the small print in the warranty you need to check as this is the agreement.

Heofz · 2 Apr 2006 at 17:52

Slam62 said:
I suspect that the law wouldnt come into it now (in reality anyway) its the small print in the warranty you need to check as this is the agreement.

hmm well there wasnt really any warranty documentation sent with it, just simply had "3 Year On-Site warranty" in its description when I bought it.

bitboy · 2 Apr 2006 at 17:53

The way I see it you have two options....

-Take it up with your retailer. You do have rights, although I'll openly admit I couldn't give you sound advise on the matter. Speak to trading standards if you need assistance going down this route.

-Stick with the manufacturers warranty. If you get multiple swaps most manufacturers have processes in place to restore your faith. Things like a credit letter allowing you to return to your retailer or a brand new monitor from stock are possibilities. You might have to be persistent to get these, but the old 'swap for refurb model' warranty terms can easily be bended if you've experienced bad service and speak to the right people.

What monitor is it?

Heofz · 2 Apr 2006 at 17:58

bitboy said:
The way I see it you have two options....

-Take it up with your retailer. You do have rights, although I'll openly admit I couldn't give you sound advise on the matter. Speak to trading standards if you need assistance going down this route.

-Stick with the manufacturers warranty. If you get multiple swaps most manufacturers have processes in place to restore your faith. Things like a credit letter allowing you to return to your retailer or a brand new monitor from stock are possibilities. You might have to be persistent to get these, but the old 'swap for refurb model' warranty terms can easily be bended if you've experienced bad service and speak to the right people.

What monitor is it?

Tis a Hyundai Q17+

bitboy · 2 Apr 2006 at 18:00

Heofz said:
Tis a Hyundai Q17+

Hah, that's what I'm looking at right now. I bought a refurb from these very forums over a year ago and it's been tip top. Guess you might have been unlucky with the first swap out unit.

Heofz · 5 Apr 2006 at 16:05

oh...my... GOD!!!!! :mad:

the delivery guy just came to deliver me the 2nd replacement, and they have screwed it up AGAIN!!!

this time they didn't replace it with a faulty monitor however, they instead sent out a completely different model... AND it was 15" !!! needless to say I rejected the swapout.

this is the 2nd time they have messed up and and tbh I cannot afford to use another holiday day for this :mad:

I rang the hyundai support centre up again and told them what has happened, and they confirmed with me that they accidentally sent me out a 15" model. All they can continue doing is carry on sending replacements but I've had enough.

I'm gonna get right onto the retailer about this, this is absolutely ridiculous :mad:

Surely i deserve a refund after this...

AtreuS · 5 Apr 2006 at 16:14

Heofz said:
Surely i deserve a refund after this...

Dont bet on it!

Heofz · 5 Apr 2006 at 16:30

I sent this email to the original retailer (not OcUK):

To whoever it may concern,

I am writing this email to you regarding a previously logged issue with a Hyundai Q17+ 17" TFT monitor purchased from you on the 24th August 2004.

The order number for that is: xxxxxxx

My customer reference is: xxxxxxxx

As your previous records may or may not show, I have been in touch with the Hyundai ImageQuest Warranty Services (repairtech) regarding this faulty monitor.

The first issue I had was concerning a problem with the display inverting its colours. (Reference #: xxxxxxxx)

As a result of this issue, they swapped out my monitor for another one as promised, and all was fine or so I thought.
After 2 days, this replacement monitor also started having malfunctions, but of a different nature; As soon as it was plugged into the mains, it just kept switching itself on and off at a rate of about 2-3 times a second, and even after unplugging it from the mains, this switching on/off continues but slows down and eventually stops.(maybe a possible capacitor issue?).

After ringing Hyundai up AGAIN they said they would send out another replacement (Reference #: xxxxxxxx), which was scheduled for today.

Today at approximately 3:45pm the courier man came and we got the monitors out to swap over just like before, but as he handed me the new monitor, not only did I realise that it was a different model, but it was a 15" monitor not a 17" monitor! Needless to say I rejected the parcel and he took it back. (For the record I would not have accepted a different model of the same sized monitor anyway).

I rang up Hyundai AGAIN and they confirmed with me they sent out a 15" model by mistake.

At this stage I have already used up 2 of my holiday days off work, and I cannot afford to use another. I think it is fair to say that I have been patient and have given more than enough chance to have a functioning product as per what I originally purchased.

As I have no alternative, I request that you issue me a full refund for this product.

I look forward to receiving your reply.

Kind regards,

Charles Dunn
Mobile #: xxxxxxxx

Scuzi · 5 Apr 2006 at 16:41

You bought the monitor 2 years ago and now expect a refund? You haven't a hope in hell. The on-site warranty conditions specify that the warranty is between you and the manufacturer. The retailer you purchased it from will want nothing to do with you or the monitor as it is no longer their responsibility. Even if they wanted to help you, the best they could do is request a replacement from the manufacturer which is what you are doing at the minute. They will not be able to recoup the full price of the monitor which you paid 2 years ago therefore will not give you a refund.

I used to work in a computer shop and dealt with such matters on a daily basis.

Heofz · 5 Apr 2006 at 16:48

Scuzi said:
You bought the monitor 2 years ago and now expect a refund? You haven't a hope in hell. The on-site warranty conditions specify that the warranty is between you and the manufacturer. The retailer you purchased it from will want nothing to do with you or the monitor as it is no longer their responsibility. Even if they wanted to help you, the best they could do is request a replacement from the manufacturer which is what you are doing at the minute. They will not be able to recoup the full price of the monitor which you paid 2 years ago therefore will not give you a refund.

I used to work in a computer shop and dealt with such matters on a daily basis.

Well as far as the law goes, surely this falls under the Fit-For-Purpose act (which is upto 6 years IIRC)? and surely the only legal contract between buyer and seller exists between myself and the retailer?

vanandjuanunited · 5 Apr 2006 at 16:51

Afaik they only have to supply a replacement. ALbeit they havenet exactly excelled themselves. The best I think you could hope for is a gesture of goodwill from them ie an improved/better model.

Scuzi · 5 Apr 2006 at 16:54

Heofz said:
Well as far as the law goes, surely this falls under the Fit-For-Purpose act (which is upto 6 years IIRC)? and surely the only legal contract between buyer and seller exists between myself and the retailer?

I'm not sure on the specific legal terms but what it boiled down to was that we as the retailer of the monitor were under no obligation to provide any support if it was covered by a manufacturers on-site warranty. I think there was a grace period of 28 days within which we would have swapped it for a new one but after that it was between the customer and the manufacturer.
2 years is extracting the urine a bit, I'd be very surprised if they offered you a refund.

Good luck getting it sorted anyway

ZXSpectrum · 5 Apr 2006 at 17:04

If the retailer has stipulated that the warranty is direct to manufacturer then it is no longer anything to do with the retailer... A Retailer has to offer a warranty with new goods but it is actually up to them to determine the period and terms to which you would have been notified when you purchased the monitor... If it said "3 years direct to manufacturer warranty or something to the same effect" then the retailer is only obliged to return for refund under DOA (Usually 14 or 30 day period) or Distance selling act.

The thing is that you appear to be expecting a refund under the premise of "lost Faith" in the product... Forgive me if i am wrong but apart from them messing up the replacement and them supplying a faulty monitor in replacement (Possible transit damage they do get thrown about abit) you have had 2 years problem free with the monitor???

Just call Hyundi Warranty line, play hell that they have messed up and that you are without a monitor... Also tell them they that you want it tested prior to packing and despatch as you have already recieved a faulty one...