Is it fair, Scan?

[Ricis]

Hi. I need help with issue with after sales support.
So I bought PC speakers around 13 months ago. They are Corsair SP2200 with 2 years warranty. About 2 months ago they start giving crackling sounds randomly. I found online that I'm not alone and this was a common problem and like a manufacturer defect for these series speakers.
So receive RMA from Scan, send them back on my expenses and they found fault. Everything was fast and until.. I receive e-mail:

Scan: Hi

The speakers returned are no longer available, as such we can either send them back to you so you can deal with corsair direct, or we can offer a replacement such as LN 19142 LOGI/SPEAKER/S220.

Please advise

Me: Hi.

For me both options are unacceptable. And those Logitech S220 speakers are 3x cheaper and light ages far away in sound quality.
Cant you replace them with something more adequate- like Microlab FC360 (LN43316)?

Scan: Hi

For LN 43316 MICROLAB/FC360 you would need to pay an upgrade fee of £17.60 + vat.

The reason for this is that your item now has the value of £21.38 + vat, this is due to depreciation and current market value.

Regards

Me: Hi.

You have already stated that this item is no longer available so market value does not come in to play here my original purchase price does. I paid a price to you for this item which has a fault and also has a 2 year warranty which you as the retailer must stand by under UK law. If you can not replace this item with the same unit or fix the speakers you under distance selling regulations and Sales of Goods Act will have to either refund my purchase price or allow me to upgrade the item and I will pay the difference from the original purchase price.

Scan: Hi,

Please note under the sale of goods act the retailer is responsible for the first 12 months, after which if the product is supplied with a longer manufactures warranty (in this case 2 years) you would be required to deal directly with the manufacture.

We have already offered to return the speakers to you if you wish to deal directly with Corsair, something which you have declined, we have also offered an alternative set of speakers which have also been declined.

At this stage unfortunately there are no other options available.

Please advise how you wish to proceed.

Regards

Me: Hi.
The speakers is still under warranty and I buy them from you and you find them faulty. Why are you offering me speakers not even close to those who I bought? If the exact product is not available, you must provide a similar one in quality and performance. Not the cheapest available option.

Scan: Hi

As advised we can replace with the ones you requested but you will have to pay an upgrade fee. Or we can send the speakers to you, the last option is that we refund them for you but this will be at the price previously advised.

If there is another suitable replacement around the same price as the refund amount that are equivalent then please advise.

Regards


Are those really my only options?
I paid for speakers £45.56 and £10.58 delivery. They offer me half of original price. I don't think pc speakers life span is around 2 years. If manufacturer is giving 2 years warranty, I think life expectancy is at least 5-7 years.
And speakers witch I accept for replacement cost in Scan just £46.78 vat included. And I'm ready to pay the difference from original price.
And what's about delivery when they send me back replacement speakers, do I pay for it or it's free of charge?

Thanks.

[Ricis]

Thanks, mate for replay. I consider sending them back to Corsair, but with main office in Amsterdam its to costly for me tu send 5kg parcel.

[Mick@SCAN]

Ricis,

I am sorry to hear that you are unhappy with our returns procedures concerning your item.

I have been in contact with Corsair directly to find out if anything further can be done for you and they have advised that they are unable to replace or repair the speakers, in this situation Corsair would negotiate a refund for you taking into account benefit of use and current market value depreciation.

I believe this is the action that Scan has already taken on Corsairs behalf, so to clarify we can do one of the following:

Provide a refund of £21.38 + vat (£25.65 inc vat)

Provide one of the following replacements:

LN37464 Creative Inspire A320 2.1Channel Speakers Black

LN36653 SPEEDLINK Vivo 2.1 Subwoofer System

You can upgrade to LN 43316 MICROLAB/FC360 and pay the difference of £17.60 + vat.

Or we can return the speakers to yourself if you wanted to deal with Corsair directly.



Kind regards,

[Mick@SCAN]

Please refer to the after sales guidelines before posting in this forum.

http://forums.hexus.net/scan-care-he...ease-read.html

Kind regards,