i bought my graphics card (PC part) in October and the Part isn't usable because it is broken.
I sent it to Ebuyer for an RMA on the 29th January
I've had to chase it up 3 times since then since their turn around is supposed to be 3-5 days
10 days later I still hadn't heard anything back.
The 3 times I've called (after the 5 day period) I was told the card was given to another member of staff "with experience with such things"
then today after being on hold for 50 minutes I was told my card is being sent to Hong Kong and to expect a 28 day wait AFTER they receive it.
that will be a 2 and a half month turn around for an RMA when they state on their site,
you can choose direct replacement and it'll take between 3-5 days.
I sent an email with the information below:
I bought the card using finance from Close Brothers Personal Finance and I'm still paying for something I have no access to.
I read the Consumer Rights Act 2015, part 1, chapter 2, section 23 - right to repair or replacement
and in that it states;
in response to (3): In no way did i say to them i wanted the graphics card repaired. In 95% of cases they can't be repaired due to the nature of their manufacturing process. I clicked the option that states on their site "Direct replacement"
In response to (3,b): How exactly is a direct replacement disproportionate since the retailer would get either a replacement item or a refund for the item?
How is it disproportionate to expect a direct replacement when on your site it asks what you want as an outcome and i selected direct replacement?
In response to (5): i bought the graphics card for heavy 3D rendering work which I do as a side job in my spare time and haven't been able to make money since this.
I was expecting a replacement in 7 days not 2 and a half months.
And this is the reply I got to the email i sent:
Palit (the card maker) states on their website that if the card wasn't bought from them the retailer is responsible for RMA requests.
how does a retailer as big as Ebuyer think this is acceptable behaviour.
Surely under UK law Since it's under 6 months old and it was bought on finance and it's an electronic good surely there are protections in place for this sort of thing past what I've already posted because apparently they can just shoo that away?
What am i supposed to do here?
I feel like this is an utter joke.
I had no communication, no warning, they changed their own terms to suit themselves and I'm without my £1300 purchase (that i'm still paying for without access to) due to what can only be described as a manufacturing problem with the card and their absolute lack of customer service?
I honestly feel stuck and like I'm being played for a fool.
Someone please help.