Keyboard repair with @boxcouk taking longer than expected

[DLicious-]

In the summer of 2019 I purchased a keyboard from Box with a 2 year warranty.

Just over a year later, the keyboard started having multiple failures from lights dimming to keys not registering.

 

Under warranty, Box said it could be returned to the manufacturer for repairs but I should be aware that this "can take up to 28 days to be carried out however they are taking slightly longer at the moment".

 

Over 3 months later with an old travel keyboard (not their fault the only keyboard I have around obviously) and with multiple attempts to chase down the status, I mainly got replies like "we'll check on this for you" or offering updates as soon as they had them.

 

After the vague messages and pushing for answers they have now offered I can use store credit (up to the amount I paid for the keyboard) however since I bought the keyboard in a sale I cannot get another one, nor one of similar quality or value.

 

I tried asking citizens advice and they told me it was a breach of contract due to the 28 days given in an email and I could ask to cancel the contract due to this for a refund however Box refused. Following this, citizens advice offered some help but to be honest I don't fully understand it and as such was advised to try here.

 

I would be happy to get a refund since I could go elsewhere, also don't have much faith in box anymore.

Otherwise I would be happy with a replacement but understand that may not be possible.

Either way, looking for some help as I'm confused and a little bit overwhelmed.

 

Please let me know if there's more details needed, thanks all!

[BankFodder]

Could you link us to this keyboard please.

Are you talking about a computer keyboard – or a piano keyboard?

[dx100uk]

under CRA the issue was @Box.co.uk's problem not yours 

you should not have sent it too the manu directly but to them.

 

accept the refund but not as an in store only credit.

[BankFodder]

Also, who was it who advise you to try here?

[DLicious-]

4 hours ago, BankFodder said:

Could you link us to this keyboard please.

Are you talking about a computer keyboard – or a piano keyboard?

 

Apologies. Computer Keyboard 

https://www.box.co.uk/Roccat-Vulcan-121-Aimo-RGB-Mechanical-Ga_2495617.html 

found here

Advised by family member to try here

 

Box have refused to offer a refund so far, only offering the in-store credit or to wait an unknown amount of time for the repair. (Didn't see a way to edit OP so replied to others here, hope thats okay EDIT: Just seen not to quote, my bad)

[BankFodder]

Well my site team colleague is right, that you should have taken this up with the retailer.

However, as it is currently with the manufacturer and you have a manufacturers warranty, it might be worthwhile examining what the situation is in respect of the warranty.
You should understand that generally speaking we reckon that warranties are simply a distraction and that the liability is always with the retailer and they generally speaking of the softer target.

Have you got a copy of the warranty there? And does it say what will happen if they can't repair it? Do they then off you a replacement?

I'm asking this because if you simply sued the retailer in contract, the most likely result would be that you would be awarded a portion of the replacement value based on the amount of time that you have had the keyboard.

You have had the keyboard for 18 months. If it was the case that the normal life expectancy of this keyboard would be six years, for instance, then 18 months represents 1/4 of it and that means that in principle you would only be entitled to the value of the unused portion – which would be 75%.

Of course if you sued the retailer, then you would sue for the whole lot and hope that they put their hands up. However, if they were canny and they understood the rules relating to the apportionment of damages, then they may well realise that you are only entitled to 75%.

On the other hand, the warranty may say something about a replacement if they are unable to repair it.

Please can you check this and get back here

[DLicious-]

Under my warranty Box said they would send it to the manufacturer to be repaired so I sent it to Box who sent it to Roccat, sorry if I misunderstood or caused confusion.

 

The warranty info I have is confusing to me as some sections only apply to digital content or businesses only.

The most I can see relating directly to me is

"(c) Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back."

 

Their terms also include the right to cancel a contract including:

"(c) there is a risk that supply of the products may be significantly delayed because of events outside our control;
and
"(e) you have a legal right to end the contract because of something we have done wrong."

 

The terms mostly seem unspecific (probably for a reason) and Box have denied me cancelling the contract so whether I don't meet requirements or am missing something I don't know.

 

The main issue for me has been the length of time without a proper keyboard, during which I didn't want to buy another one due to cost and uncertainty of what Box could say at any time.

 

I understand products going wrong but the fact the repair has taken over 3 times the said length is putting me in a rough position. 

[BankFodder]

Thanks.

In terms of "a warranty" it's interesting because they actually say that you "may be entitled to some money back". In other words they don't even pretend to offer you anything over your statutory rights which is actually very misleading of them because they say that they offer a warranty which people find very attractive but in reality, they are simply offering you what you are already entitled to under law.

Okay well if you are happy to take assertive action then we will help you. This means that you will threaten them with a letter of claim which you should send tomorrow giving them 14 days or else you will begin an action in the County Court.

This is not something that you should bluff about. Don't expect that sending the letter of claim will suddenly prompt them to respond positively and to step up to their consumer obligations. They will probably ignore you and then you will have to issue the court claim.

Your chances of success are better than 90% but you will have to do pay a coffee – and maybe a hearing fee.

If you win then you will get it all back.

As I've already explained, in principle you are only entitled to the unused proportion of the life expectancy of the keyboard. But you may as well sue for the lot and then let them argue it if they want.

I suggest that you read around this forum about the steps involved in taking a small claim in the County Court and if you are sure that you are happy to go ahead to give them 14 days notice and then you will issue, then let us know and we will take you through the next step.

 

[BankFodder]

Incidentally, you will not be able to claim for anything other than the value of the keyboard. So I'm afraid that if you think you can claim some compensation for being without the keyboard for a certain period of time then I'm sorry to tell you – but that's not the way it works.

[DLicious-]

Yeah didn't expect anything for the time without, will look into the court claim as it seems like my best option albeit pretty intimidating. Thank you for your help, I will update if I have a conclusion or need more help.

[BankFodder]

Bringing a claim in the County Court for this level of damages is extremely easy.

We will help you all the way, of course. We help you draft your letter of claim and your particulars of claim.

You don't need to worry very much.