Trading Standards ?

[VCDHunter]

Has anybody in the Uk had the need for these people ? I am currently attempting to get my video card replaced but the company involved ain't helping me at all.

If I go to trading standards will they be of much help ?

[Will Hay]

You sure tarding standards is the right place?
What's the issue?
Unless it's misadvertised you're better off with the CAB.
Will

[VCDHunter]

You sure tarding standards is the right place?
What's the issue?
Unless it's misadvertised you're better off with the CAB.
Will

i have returned my video card and can't get a satisfactory answer from em about a replacement.

I did get as far as being told -

"Further to your email I can try and arrange the below replacement but there could be no refunds in regards to the difference as the value we last sold your card at is the same."

then -

"I have forwarded your email to our technical manager who can give the
authorisation for the exchange, I will email you once I have a answer which should be by lunch time tomorrow (tuesday) as he is out of the office today."

then -

"Further to your email it seems that we are currently awaiting replacement
stock for your card, your card has been sent to our suppliers for
replacement."

These were from Feb 28 to Mar 1. I originaly returned the card Jan 18th.

[Will Hay]

Have the acknowledged in writing the original video card was faulty?
Will

[VCDHunter]

Will,

The latest email from them reads -

Dear Sir

I could arrange a exchange but it would be against the current value of your card as it would of devalued over a year.

Regards

which contradicts this -

Dear Sir

I apologise for the delay of your replacement it seems that we are still awaiting replacement stock from our supplier, under the circumstances
we can offer a replacement of the equivalent value.

Regards

I don't seem to be getting anywhere here so am considering taking legal advice from trading standards or CAB. Thoughts ?

[bugster]

Will,


I could arrange a exchange but it would be against the current value of your card as it would of devalued over a year.

Thats a pile of bulls**t they are talking. The replacement either has to be exactly the same item as you originally ordered (but working ) or it has to be valued the same as you originally paid.

If they can't provide exactly the same make/model as you originaly ordered then:- If the current price for the replacement is higher than what you originally paid they can ask you to cover the difference or provide a full refund. If the current price of the replacement is lower than what you originally paid the must refund the difference. You are not obliged to accept either of these and can insist on a refund.

If they won't play ball, go to the CAB as WIll suggested, they should be able to help.

[Will Hay]

If it was me (and I paid by credit card)...

I would write (not email) to the company (you can email and say 'by email and recorded delivery first class post' if you wish) and give them a date by wish you require a full credit, including the cost you paid in sending it back.
I'd suggest two weeks from when you write.
In the letter qualify how much you want, and give your reasons, quote the emails you have had, including names of staff you dealt with if possible.
Basically you need to create a diary, for example...

20 Jan 2004:
Card post via (special del, post whatever)
22 Jan 2004
Card recieved at your offices
26 Jan 2004
E-mail sent to (email address here) requesting full refund
27 Jan 2004
Reply recived stating x
29 Jan etc etc etc

If you don't get a credit within the allocated timeframe, ring your redit card company who will take it up on your behalf.
I did this with Trustcard and got a full refund.
The only issue with this is the credit card company give the store their own timescale, I think it's something like six weeks.
After this they should refund you and go pursue the money themselves.

If you didn't pay by credit card, do everything above but contact the CAB after the timeframe runs out, let them see the correspondence you have.
Will

[VCDHunter]

Bugster - Thanks, you've just confirmed what I thought I knew. I thought I had sorted this out with some polite sarcasm.

Will - I have paid by credit card and my next recourse was to contact them and let them have a go. The emails are amazing ; if you want a good chuckle let me know where to send them and I'll forward them on. The last one offered me a replacement "drive" and to choose one from the current stock ! I declined the offer as I was unsure whether an IDE device would fit into an AGP slot and even if it did would it be DX9 compatible

[VCDHunter]

The latest on this amazing saga.

Dear Sir

I apoligse but we can not offer a refund on the card and the original date
of purchase was the 06/04/03.

Regards

*** *****
Technical Support


***,

The current price of my card is of little concern to me as I no longer
have it, have not had it for a year and you have had it for almost 2 month at present . Therefore I will ask you once more to provide a replacement of eqivalent quality or my original card back in working order. If this is not possible I would ask you to refund the value of the card and make good any renumeration with regard to posting costs incurred by myself.

EDIT :-

I have also just found this amongst the many replies -

Dear Sir

I apologise for the delay of your replacement it seems that we are still
awaiting replacement stock from our supplier, under the circumstances we can offer a replacement of the equivalent value.

Regards

Is this legally binding ?

[bugster]

I have also just found this amongst the many replies -

Dear Sir

I apologise for the delay of your replacement it seems that we are still
awaiting replacement stock from our supplier, under the circumstances we can offer a replacement of the equivalent value.

Regards

Is this legally binding ?

Probably not but if you throw it back at them it may persuade them to rethink their situation.

I am no laywer but am pretty sure that if they cannot replace the item like for like you are at least entitled to goods 'to the value of' what you originally paid for the item. If that means you get something better than the original thats their problem. I once replaced a 300Mhz PII with a 400MHz PII in this kind of situation.

A refund so long after the original purchase (6th April, 11 months ago) may not be an automatic right, but if they can't/won't replace it with something equal what choice is there?

Want to let slip who the supplier is?

[rhegedus]

I'll take a guess - Overclockers?

[VCDHunter]

I'll take a guess - Overclockers?

Bingo - but you lose a point for showing us all how you did it

EDIT :-

Update

Subject: Re: *support* RE: Received RMA 34982DV

***,

I am afraid I don't understand this - are you saying I have had the card a year ? Bearing in mind it was sent back to you in January. Again I must
reitterate my point that you can return my repaired card, replace the card or refund the money, I really don't understand why you find this so confusing.

Can you please reply explaining what steps you are taking to rectify this
situation ?

Unless I hear from you on or by Friday 5th March I am afraid you will
leave me little recourse but to act according to the Citizens Advice Bureau.

Regards

Dear Sir

I have spoken to my Technical manager and I can arrange the shipment of the below card as requested please can I check the delivery address ?.

Regards



*** *****
Technical Support
Overcockers UK

Result