Please help I am at the absolute end of my tether with all this nonsense! I posted before but can't find my post. Apologies now this is long!
I would like to know if I am entitled to a refund under the consumer right act 2015.
2 Gaming PCs were ordered and delivered to me on 16th March 2020.
Both PCs arrived with broken graphics cards. I notified the company and they sent out new ones.
In June 1 of the PCs developed a fault with the windows operating system which kept crashing initially before refusing to load. This was sent in for a.repair. It arrived back with the software fixed but a hardware part - wifi receiver was broken intermittently. The operating system has now broken again and once again we cannot load the PC up.
In august the other PC developed a fault with the hard drive. It was sent in for repair. It was returned to us with a new hard drive but this broke within a day.
I have contacted them to ask for a refund under the consumer rights act 2015 as both PCs are unfit and not of satisfactory quality. In my view they have had their one attempt at a repair or 2 if different faults are a reason to reject.
The company initially offered a replacement on the basis that software is not covered under the act and refused to answer whether they will refund the price of the PC with the hardrive issue just said that lots of issues are user error generated.
I queried further and they said the replacement PCs may be built with reconditioned parts and any warranty would run from my original march date not the date the replacement pcs were provided to me.
I said on that basis I would prefer a refund and would take legal advice.
I spoke to the which legal helpline who said that both PCs were covered by the act because although one was a software problem I purchased it as a unit and as such the unit had failed. In addition he said software was covered by the act anyway and it was unlawful of them to tell me otherwise. He advised I send a letter before action.
I emailed the company and informed them of my conversation with the which legal helpline and said that in an attempt to avoid court i was asking for my refund one final time.
They emailed back and said software was not covered but if only a refund would satisfy me they would honour that.
Less than 12 hours later I have received an email from a different person at the company stating they will not refund either pc as the software one is not covered by the act and the second was not quality controlled and that person had since been sacked so does not count as a repair attempt.
I would like to know
- Since they have already agreed a refund can they now rescind that?
- If they can is software covered under the act and if so am I entitled to a refund of the whole price of the goods?
- With regards to the PC with the hard drive failure am I entitled to a refund because it was returned to me not repaired.
Ta