£110 20months old end of life item RMAed for £20+VAT refund???

[rabbid]

If its under warranty it must be repaired or if cost/parts to repair are excessive then replaced with an equivalent or better. It is totally unreasonable to be fobbed off with excuses and low cash offers, they offered a warranty and are obliged to fulfil it. Exceptions would be made for user damage/misuse.

You should be offered an 8600GT standard to replace a 7900GS, this would be a perfectly fair trade.
To be offered a cash sum would only be acceptable if it covered the cost of a reasonable alternative.

There are 7900GS to be had at £39.95 at time of writing (brand new and from a reputable non ebay supplier, although repuatable infers that )

[EzyRyder]

Defective cards should be replaced with a repaired product or a new product ... May be not a 8600GT but a 8500GT. I don't know but I would be seriously pissed off if I received 20 odd quid ... its the consumer losing once again!

[magicdust]

http://www.palit.biz/main/rma.php?lang=en

FOR END-USERS
If you did not purchase Palit's products directly from us, please contact with your direct vendor for RMA service.

Palit works pretty much like an OEM I guess. Scan has the reponsibility to handle all warranty claims by themselves which they could then claim against Palit. End-user has no relationship between Palit.



The question is has anyone every experience such circumstances where a company/manufacturer claim that the item you RMAed is an end of life item and only pays you back 20% of its original cost?

[moogle]

The question is has anyone every experience such circumstances where a company/manufacturer claim that the item you RMAed is an end of life item and only pays you back 20% of its original cost?

search for xfx rma's
there was another user on here with the same problem.

[Oldjim]

To some extent it depends on the retailer and how they set their prices. In the case of Scan I assume that their prices are so tight that they cannot subsidise RMA's unlike Amazon or Argos who, if they can't replace the item, just give you your money back.
This is obviously a case of checking the RMA policy of the manufacturer. Logitech are a very good example where my gaming mouse broke and they replaced it with the equivalent model from their current range (much more expensive than the original one). This is one reason why I won't touch XFX and now Palit seems to be in the same class.
Just done a check on other manufacturers and most of them seem to go down the same route.

[FifthFreedom]

They owe you a new product, not a partial refund.

You should push for a more modern card that they do have in stock.

But whatever happens, do not say you accept the refund because then you can't go back on it.

I've had customer service's offer me ridiculous things in return for a damaged product, (e.g. a £10 gift voucher for a £250 TV) I think sometimes they just do it to see if they can get away with it.

Keep on moaning till they get sick of you and give in!

[Steve B]

They owe you a new product, not a partial refund.

Please don't post such misinformation
They do not owe a new product at all.

[Blitzen]

They owe you a new product, not a partial refund.

You should push for a more modern card that they do have in stock.

But whatever happens, do not say you accept the refund because then you can't go back on it.

I've had customer service's offer me ridiculous things in return for a damaged product, (e.g. a £10 gift voucher for a £250 TV) I think sometimes they just do it to see if they can get away with it.

Keep on moaning till they get sick of you and give in!

That is a poor statement!! How can you say they owe a new product. As nice as it would be its just not realistic is it.

[Nelly.]

IF you want 100% verification on whats right & wrong, this is to anyone no matter where you buy any product from or what the product is - know your rights.

Under the Sale of Goods Act 1979 & the Sale and Supply of Goods to Consumers Regulations 2002.

Give Trading Standards a call, see what they have to say regarding the matter.

http://www.tradingstandards.gov.uk/

Enter your postcode in the relevant box in the right corner of the screen, this will give you your local Trading Standards Office address with telephone number.

Give them a call explain the full details etc & see what they say.

Not a dig at the customer or the retailer, but if you really want to know for sure thats your best bet - problem solved.

Oh yes, let us know what they say . . . . .

[Oldjim]

The odd part about this discussion is the inherent assumption that the expected product life is the length of the guarantee period. This must be peculiar to the electronics industry as any attempt to claim that the expected life of, for example, a washing machine with a 12 month warranty is 12 months would be laughed out of court
Edit - just saw this thread in the XFX forums http://www.bjorn3d.com/forum/showthread.php?t=22081 (just ignore the silly avatar)

[magicdust]

Today I called both Scan and Trading Standards.

Scan refuse to change their decision claiming that they are following the Trading Standard procedures in handling warranty claims.

I then called the Trading Standards. I realised this a while ago, and the Trading Standard find it quite surprising too. Scan does not actually list of the T&C specifically for the warranty they provide along with their products on their website or in their printed invoice. They do mentioned that some are in accordance to manufacturers T&C, how about those which aren't handled by the manufacturers?

A warranty is a legal binding obligation which the seller have to comply under the agreed terms and conditions specifically for the warranty itself (eg. what they cover, how they cover, how much they cover etc.). It is different from guarantee which is more like a gesture of goodwill from the seller. Therefore the T&C of the warranty is very important.

The trading standard asked me to send a formal letter of complaint to them and give them a suitable timeframe to respond. With the letter stating that the partial refund offered is undervalued, and proabably ask them for the T&C which they followed.

[EzyRyder]

Keep us updated with the outcome mate

[slypie]

I'm sure under warranty they have to repair or replace it. I think offering £20 doesn't help you as you would be hard pressed getting a replacement for that but then again you can't expect a 8800GT as a replacement. Surely Scan can find some middle ground on this.

[not_my_ip]

Strange that no rep from scan replied here, come on guys be pros. Don't let down your customers

[rabbid]

"Defective cards should be replaced with a repaired product or a new product ... May be not a 8600GT but a 8500GT. I don't know but I would be seriously p***ed off if I received 20 odd quid ... its the consumer losing once again"

At stock clocks an 8500GT is comaprable to a 7300GT/7600GS not a 7900GS. I did have an 8500GT SONIC tho which was considerably better than stock (600 core 1200 DDR3 ram) and was nearer 7600GT results, especially when the RAM was OC.
You will find an 8600GT is the closest match to a 7900GS, the 8600GTS closest to a 7900GT.

A warranty repair of the defective card is also acceptable. A new card would only be offered for an old card (particularly >12months old) understandably as a last resort and then on equivalent performance basis, not original cost basis.

Agreed the sum offered seems laughable and, without knowing all the to/fro facts or seeing engineers reports for the reason of failure, the OP should hold out for a better settlement.


"They owe you a new product, not a partial refund.
You should push for a more modern card that they do have in stock."

No, a warranty is to reinstate the original product to its normal working performance, failing that (non availability, cost of repair) to offer a replacement (refurbished or new) of comparable performace and type NOT original value. Within 28 days of purchase you can demand refund/direct new replacement for faulty goods, up to 6 months they have the burden of proof if you return a faulty item, but after that is a rather more complex briefly relying on T&C and Retailer and what is seen to be reasonable.


"A warranty is a legal binding obligation which the seller have to comply under the agreed terms and conditions specifically for the warranty itself (eg. what they cover, how they cover, how much they cover etc.). It is different from guarantee which is more like a gesture of goodwill from the seller. Therefore the T&C of the warranty is very important."

A good fair point, do you have a link available of the Palit T&C covering your item?

[Oldjim]

Looking at the information received with my Palit 8800GT sonic there was nothing at all about warranty or terms and conditions. The only printed document was the standard Nvidia quick installation guide. Only other thing was the CD with drivers/software and Manual.
To back this up

The Palit GeForce 9600 GT Sonic was a great all around graphics card and has both a solid feature list and bundle. Palit was also the only company that included a game with the bundle and that is a nice touch when someone is spending this much money on something. The cooling on the card as the best of the bunch thanks to the massive heat-pipe based heat sink that is used. The three phase power design, DisplayPort and HDMI outputs, VDOTool overclocking software and improved cooling on this custom designed card make it innovative to say the least. The only drawback on the card is that when it comes to the warranty on Palit video cards we had a tough time figuring out what they are backed with. The Palit RMA home page states that the original distributor will cover the warranty, but neither the site or the product box and packaging tell you anything about a warranty. Legit Reviews contacted Palit about the warranty and was told this about the warranty: "Currently 2 Years but looking at the numbers for 3 year with possible customer options to purchase more." It seems that Palit has a two year warranty of some sort that goes through where you purchase the card from. Palit certainly has a great product, but the warranty isn't as clear as either EVGA and XFX.

http://www.legitreviews.com/article/666/16/