Problem getting company to replace faulty goods under guarantee

[polishchap]

Over a year ago a large computer touchscreen that I'd bought developed a fault.

I bought the screen with a 5 year guarantee.

The company sent engineers who after trying unsuccessfully to fix on-site, took it away for repair.

The company informed me that they are unable to repair the screen and would give me a replacement.

Twice now the company has brought screens which I have refused to take. They have brought battered up, scratched, dirty old screens, ex-display apparently. Not in any packaging etc.

 

I've been reasonable and polite and have just tried to get back to what I had, a working screen.

 

I know don't know what to do next and would greatly appreciate any help or advice.

 

I have a full email trail of correspondence with the company - they are a UK LTD company.

 

Many thanks in advance

[BankFodder]

Please can you give us more information. What was the computer?

What was the cost?

Did you pay something for the five year warranty? (You should read what we have to say about extended warranties).
When you say "over a year ago" does that mean one year and one day? Or 10 years?
Who was the supplier?

[AndyOrch]

Hi and Welcome to the forum..

 

If you would name the company ? ...how you made the purchase on line or in store ? how you made payment CC or DC and then we can place you in the correct forum for further advice.

 

Andy

[polishchap]

Hi thank you for the quick responses,

 

I bought online on 5th May 2016 via directtvs.co.uk and paid £4799.96 plus £29.95 postage with a debit card.

The screen is: 

Prowise Pro-Line 75" Ultra HD LED Multi-touchscreen 5 Year Warranty

The 5 tear warranty was included in the price and not paid for separately.

 

On 14 December 2018 I contacted Prowise online help who then passed the case to Prowise UK

 

Prowise UK

Gravelly Industrial Park, Unit 19

Tyburn Road

B24 8HZ Birmingham

 

They then first contacted me on 27 December 2018.

 

Let me know if any other information is needed.

 

Thank you.

[AndyOrch]

Thanks...topic moved to On line Stores Retail.

 

https://www.prowise.com/en/touchscreens/

[BankFodder]

Is this the company that you bought from – https://www.appliancesdirect.co.uk/c/tv-and-home-entertainment?utm_source=directtvs ?

So in fact you bought this 4 1/2 years ago.

Have you got a copy of the guarantee – who is the guarantor?

[BankFodder]

And the screen first developed a fault two years ago – give or take

[polishchap]

Hi,

 

Yes correct on all points.

 

I don't have a copy of the guarantee to hand - I do have the email confirmation of order with order number.

 

[BankFodder]

I would not normally bother with an extended warranty – but in this case, because the computer is pretty old and also his problem started happening two years ago, it might be easy to proceed against the guarantor on the basis of the guarantee. It would be nice to see the terms and conditions of the guarantee to see what they are excluding and for instance to see if they are promising you new-for-old

Are you able to get it? Is this a guarantee that is provided directly by the seller or is it some third party guarantor? We can still consider your statutory rights but I'm trying to think of the easiest way to go.

I don't altogether understand what you've allowed this to go on for two years

[polishchap]

Thank you,

I'm scouring my emails to see if I can find the guarantee - I'll see also if I can find any physical paperwork.

 

I have been trying, in good faith, to get it resolved with Prowise UK - there have been emails back and forth and I've been hopeful that it would finally be resolved on Monday just gone (19th) but they brought a screen which was in a shocking state, so I've posted here as I don't know how to proceed or if I have any other routes to follow.

 

I do appreciate any help

Thank you

[BankFodder]

Pro wise are the manufacturers of the screen so they don't actually owe you any contractual duties either in the purchase contract or in the warranty contract. If it starts to go into conflict, then they may simply tell you to go to the supplier – and they would be right.

[polishchap]

Ah ok thank you - seems I'm at a dead end for now. 

 

I'll try to find the guarantee and take if from there.

 

Many thanks for your help, have a great day.

[AndyOrch]

What exactly is the fault......hardware or software....?  I appreciate you have had engineers who failed to repair and suggested a replacement.

 

I also use a touchscreen monitor and if the software is not installed correctly it fails to work correctly.