
Originally Posted by
Saracen
Not necessarily. It depends on why it failed.
If it's a faulty button, etc, then yes, I'd agree. If, as Sony appear to imply, it's "physical damage", then that's what insurance is for.
Razer, you have up to 6 years after buying something during which it must comply with consumer rights laws, part of which is that a product must be of satisfactory quality when you buy it, and that implies a "reasonable" durability, but it must be a defect "inherent" when you bought it.
If something fails within 6 months after purchase, the retailer (not manufacturer) must prove that it is not as a result of an inherent fault, or the presumption is that it is.
In other words, the ultimate recourse for this is to take the seller to Small Claims Court, and they would have to prove that the fault was as a result of, for instance, physical damage, because otherwise, they're liable.
You can point this out to them, but from this point (of you haven't already) keep names, dates, times and a précis of any phone conversations, or better yet, go to email or letter.
State your case clearly and briefly. Resist the impulse to write a dissertation on every last aspect of how you've been dealt with, and keep to the problem, the solution you expect and a reasonable time-frame to deal with it.
Personally, if I got nowhere on the phone, I'd probably revert to three stages.
1) Complaint letter to the company (recorded delivery). Outline the above, and give them a couple of weeks.
2) If no resolution, a second letter enclosing copy of fist, outlining that you have had no response/no resolution (whatever), and that unless a solution is reached, you'll have no choice but to take further action, at which point, costs of doing so will be added. And give them 7 days.
3) If after 7 days plus a bit, no response/resolution is achieved, get the Small Claims Court forms (or visit their website) and start the process.
Of course, if you have damaged the phone in a way that results in this problem, then you'll likely lose. But if not, you may well have to push. Some companies seem to think they can just bluff people out of their rights, not least because it often works.