Is my warranty with Scan or with the manufacturer?

[sandygws]

As I have a feeling this is going to drag on, I thought it better to document the RMA procedure here.

My LG GGW-H20L Blu-ray Rewriter died today and I've spent the past hour on the phone to both LG and Scan trying to find out how to get it repaired or replaced. It was purchased in May 2008 and has a two-year warranty (as per the screencap below).

Scan initially told me LG were responsible. LG tells me I need to go back to the retailer as they don't accept "low value item returns from the public". Having spoken with Amanda in Scan returns, she has agreed to 'look into it' and get back to me at some point via email. So right now I'm without a Bluray drive, an RMA number or the likelihood of a swift resolution.

So, hopefully someone at Scan can give me a definitive answer: is the warranty with Scan or with LG?


Here's the product: http://www.scan.co.uk/product.aspx?ProductID=22957


Here's the warranty info:

[sandygws]

Well, at least someone at Scan bothered to reply.

Hi

Further to our conversation, the details have been checked further with our warranty department and with LG direct. The 2nd year warranty is a manufacturers warranty and they have confirmed they do not offer this warranty anymore, as it is outside of 12 months we are unable to take the item back.

Sorry for any inconvenience caused.

Regards

Why does Scan state an item comes with a two-year warranty when it doesn't?

That being the case, will Scan honor the warranty as stated before I purchased the product - and as stated on the website?



EDIT: I'm glad I saved a copy of the webpage before you guys edited the misleading information and changed the warranty to 12 months!


- Will you honor the 24-month warranty as originally stated or not?

[jim]

- Will you honor the 24-month warranty as originally stated or not?

To be honest, I don't think they've got much room to manoeuvre. If you bought it on the understanding it had a 24 month warranty and now they're saying it only has 12 months, that's not even remotely reasonable.

Mind you, if you get in touch with a Scan representative via the forums, they are often more willing to help you out than some of the people on the phones... I don't know why, just an opinion based on experience.

[sandygws]

Thanks for the reply Jim.

My Solicitor confirmed just that. Thankfully I saved the original web page as well as the image above before someone at Scan craftily edited it to state '12 months'.

The fact that someone has the time to edit the warranty on the Scan website but not to reply here and offer some sort of compromise has made me determined to pursue this as far as need be.

If I don't get a satisfactory reply from Scan by this time tomorrow, I guess we'll let the small Claims Court decide.

[pauleden]

Hehehe. Busted.

[nickp8]

To be fair if LG have only now just informed SCAN when they contacted them regarding your problem that they are no longer offering the extra 12 month warranty, of course SCAN are going to update the info on the site to reflect the new warranty terms which they have only just been made aware of. From what you said it seems they only just found out themselves now. They are not denying it originally had a 24 month warranty are they?

As with many products the first 12 months of the warranty is dealt with by the retailer and the next 12 or 24 months direct with the manufacturer. As your card is in the 2nd year of the warranty period and it was LG offering the extra 12 month warranty at the time of purchase LG should repair / replace your drive.

On the warranty info on your screenshot it also states Type: Direct and not the usual Return To Base (i.e. Scan). IMO LG offered the 24 month warranty at time of purchase, so they should deal with it even if they no longer offer 24 months warranty on their Blu-Ray drives anymore.

[sandygws]

Thanks for the reply Nick.

You are correct: Scan have not denied that the product originally carried a 24-month warranty. That is made clear in the email from Scan above. It's also unfortunate that the terms of warranty were modified by LG after the original sale and contract were made.

However, the Sale of Goods Act makes clear that it is the seller, not the manufacturer, who is responsible if goods do not conform to contract. As my contract is with Scan, not LG UK, it is to Scan that I look for redress. If I have to pay the measly £25 Small Claims Court fee, so be it. Then Scan will need to refund that £25 + the original cost of the hardware.

I'm happy to wait until the close of business tomorrow to see if anyone in a position of authority at Scan wants to do 'the right thing'. That said, my instinct tells me that Scan want to wash their hands of responsibility ...

[Zero_UK]

dont you have an option to pay for an extra build warrenty?

I reckon most warrenty would be just with the manufactuer after a month, as by then you'd have noticed product defects etc.

[nickp8]

Hmm someones trying to spam their way to free postage.

[sandygws]

Postage is free for Hexus members .. at least it used to be.

Still waiting for a response from Scan ...

[sandygws]

The power of the internet:

This email is to confirm that RMA xxxxxx has been issued for the following items:

LG GGW-H20L RETAIL (BLUR+HD) - xxxxxxxx

** PLEASE NOTE **

YOUR RMA WILL BE REJECTED IF YOU DO NOT ENSURE IT IS VERY CAREFULLY AND ADEQUATELY PACKAGED, USING SIMILAR METHODS TO THE ONES WE USED ORIGINALLY ie. Use plenty of bubble wrap and external boxes to protect the product(s) from being damaged on the return courier journey.

Please do not mark the packaging or items with any RMA information as items received back at Scan not in original condition will be rejected. A loose sheet of paper with the RMA information on is more than adequate.

Please return the goods to the following address clearly marking the 'RMA xxxxxx' on a piece of paper loosely inside the parcel. Please note that proof of delivery may be required.

Returns Dept.
Scan Computers
25-28 Enterprise Park
Middlebrook
Horwich
Bolton
BL6 6PE

Thank you to the person at Scan that made this decision.

[jim]

The power of the internet

Agreed