ok so here is their response to the above i have to admit they really dont want to exchange this item and now they might aswell be saying that i damaged the item well they kinda off are grrrr. Any further advice ? Thanks in advance Thank you for your email regarding order reference number SO02480640. The information you have provided is relating to items that have been delivered to you with a defect. As detailed in my previous emails to you, we will not return or refund this item as we do not believe that the item was delivered to you damaged, for the below reasons. - The packaging for the item was not damaged, and would have been to explain the extent of the damage to the machine. - No mention of the damage to the item was made upon receipt and we have no record on a system that logs all correspondence of notification within 3 days of receipt. - The item was not damaged in the warehouse as all incidents are detailed, and again the packaging was not damaged. - We do not believe that the damage occurred between dispatch from the supplier and our receipt in the warehouse as again the packaging would have showed damage and this was not the case - The item was not damaged when it was dispatched to us as the supplier quality checks all items before sending. - This is the only report of damage that we have received on a bulk order and therefore if an incident had occurred with the shipment in transit to the warehouse, other items would have been damaged. Also our terms and conditions state that we have to be notified of any damage to items within 3 days of the receipt of the item, upon placing an order with us you accepted these terms and conations and as per my previous email we have no contact from you within this time frame. Again as per my previous emails this is our position on the matter, and we will not be refunding or exchanging this item for you.

Thanks for this blitz i will fire that at them and see what they say ?

The story so far: I purchased a PC case from dabs.com just before Xmas and upon delivery the box seemed ok apart from the usual dings that the courier makes however upon opening, the case was visibly damaged so i went through there returns procedure on the website and waited a week for a response and no response was received so then sent another correspondance to which i recieved response and they came picked the item up and sent me a replacement and guess what exactly the same problem box o.k item damaged which was delivered on the 10th Jan 2012. Now due to personal reasons (i.e being seperated from wife) i did not get around to notifying them that the replacement was faulty aswell until 14th Feb 2012 and this is where the problems begin. I was asked to send pictures showing the box and the damaged item which i did and then i received the following response. Thank you for your email regarding order reference number SO02480640 I apologise for the delay in our reply. After looking through your account I can see that this was a replacement for order number SO02433398, which was also damaged upon arrival, with the same extent of damage as this item. I have looked further into your account and I can confirm that this order reference number SO02480640 was delivered on the 10/01/2012. Due to the length of time that has elapsed between the delivery and you reporting this issue, we would be unable to offer you a return of this item. I hope that this email clarifies our position on the matter however should you require any further assistance, please do not hesitate to contact the Customer Service Department. So i rattled back the following email: I have never questioned the amount of time i have had the product but the last request i sent through asking for a return was the third time(this was a littlle white lie as i thought it might help my cause) i had used the online form and never received a response this also happened on my first request for a response where i received an email stating this was never received so i think this needs to be looked into as i am now being penalised for this. However i understand yours terms and conditions but the item is clearly faulty and there is no way for me to tell this until the package is opened as the box did not have visible signs of damage and therefore i dispute the terms and conditions as the item is not even repairable at my own expense and is only fit for the bin. As a new customer i can not say my experiece has been enjoyable as this order was for an item that was supposed to be for a xmas present and now nearly two months later i am being told you cant help me yet if i had purchased this item from the high street i would not have had this problem. Im hoping that due to the points i have raised you will reconsider your decision on this and restore some faith in the company you work for. Then i receive the following response: Thank you for your email regarding order reference number SO02480640. I have looked through the information again and I have spoken to my team leader. As we have previously advised we have not received correspondence from you regarding this matter, neither through the customer service number nor the assistance email on the website. I can appreciate that you claim to have completed the online form however there is no trace of this on the system that records the emails and contact forms. Unless you have used a different email address. From the pictures you have sent to me the item does not appear to be faulty it appears to have been damaged, however the box in which the product was shipped to you in is not damaged in the same area. The damage in the pictures would appear to have been made by rough handling of the item, as the box was not damaged it is unclear how this damage may have occurred in transit from our warehouse. As we are confident in the integrity of our warehouse staff, we are certain that this damage did not occur in the warehouse and all products are inspected within the manufacturers warehouse before being dispatched to us. I have checked with the warehouse and I can also confirm that the remaining items from the shipment this was originally received on from the supplier were undamaged, and we have not received any further reports of damage to items already shipped therefore the shipment was not damaged before we received this. I cannot state how a "high street" supplier may have handled this situation, however I am certain that if it was unclear how the damage occurred and they had no record of an attempt to contact them for a month from the purchase date the outcome may have been the same. In light of the information we have to hand, we are not reconsidering our position on this matter and as such will not be offering a return of this item. This email makes me feel like they are insinuatingthat i damaged the item as clearly they check all there products according to them which i find highely unlikely. So with this in mind can a company hide behind a returns procedure to fleece you of money now we are only talking £25.00 here but it has now become the principle of the matter and the item was purchased on a Credit Card if that helps at all. Strangely enough though when i now log into my account apparently i have never ordered anything from them as my order history is blank hmmmm. Any advice would be greatly appreciated