View Full Version : PSU RMA story
Some of you might know that my PSU in my spare rig (grandkids use it :rolleyes:) went belly up last Friday It's only a Jeantech 1000watt Absolute that I bought from PC World on Boxing day 2008(2 year warranty on it) as my coolermaster one blew :D anyway thats the background of it.
So I try and contact Jeantech through their site to no avail then found out that a company called Satzuma were now running things, So I contacted them had this response first :
"The process is that we need to know the date code of the PSU, warranty is valid for 2 year out of factory" date code was Sept 2007 unlucky then! I don't think so. She also told me on the phone cos I found there phone number that I would have to send back to China for testing....:eek:
So I have a bit of a rant at them send them a copy of my PC world receipt and I get this back :
"Hi,
I have checked with my manager, in theory there isn’t any problem, however, we are out of stock with the new replacement 1000W, won’t get it until December. He suggests you to take the unit back to PC world with your receipt and advise they that we do offer the warranty… ask them either to refund you or replace the unit.. they also stock our new one now. This will be the most effective way to deal with the situation. Please give it a try, let me know the result. Thanks."
Guess what PC World said after they'd stopped laughing um NO! no suprise there then, but he did say ring back tomorrow as he is a temporary manager for today.
Even if they had said ok they don't have any stock of the replacement either Which is Highpowerplus HP-1000-G14C.
Just sent them another e-mail asking them to send me a 850 watt replacement then and got a short answer :
"HI,
I have forwarded your email to my boss, he is not in the office at the moment, I will get back to you tomorrow. Thanks."
SO after all that any one know where I stand please, Cos I'm at a loss now don't really know what my next step is.
Andy
KarlHungus
14-10-10, 11:18
That sounds like a nightmare to get sorted.
I would have thought that PC world would have to accept it back for an exchange or refund. Pc world are clowns though, i went there once asking for cpu paste and the store assistant shouted across to another staff member "have we got any of that cpu glue stuff in stock".
I'm sure PC World is the same as anywhere else, 1 year warranty with them and then the rest with the manufacturer.
Sounds like this guy on the phone is clueless.
I'm not sure on the time allocation for replacements on RMA, i don't think there is any tbh.
I suppose you need to use the SOGA with PC World - I would state that it is reasonable to expect the device to last 2 years as that is the warranty offered by the manufacturer, and as your contract is with PC world and not jeantech/Satzuma it is there responsibility to repair/replace as you have not had it two years yet.
If they cannot repair/replace they should provide a pro-rata'd refund - to take into consideration the use you did get out of it.
The main issue with this though is that after the first 6 months it is up to you to prove that the fault has been caused by an inherent fault with the device and not misuse.
Although if its still under warranty the "sales of goods act" in which it states a reasonable life expectancy for electronic goods can be argued for 5 years wouldn't apply.
As its still covered.
His problem is the manufacturer.
IMHO El Wayneo is right - one year with seller, remainder with the manufacturer, unless you took out the PC World extended guarantee (AKA rip-off)...
Your statutory rights under the Sale of Goods Act take precedence over and above any warranty or guarantee you may have with either the retailer or manufacturer.
Your statutory rights
In the absence of any warranty and as we have pointed out several times, the retailer is automatically liable for any faults which develop within the first 6 months. After this time, you may have to prove that the any fault was not down to misuse or wear and tear, although factors such as price paid, model specification, the length of time you have had it (and the length of time it should reasonably last) etc will also be taken into account. Therefore if you buy something which should last around 7 years but has broken down after a year or even after 3 years, the supplier has a duty provide a satisfactory repair – or if this cannot be done, a replacement. If neither a repair or a replacement can be agreed on then the shop can give you vouchers towards the cost of an alternative replacement or a partial refund. Whatever happens, whenever it happens, and whatever remedy you choose, your first and only port of call should be the retailer.
Above taken from whatconsumers website about SOGA.
I'm not arguing i just don't see how that helps him?
It has a warranty, its not in the first 6 months?
Although it says retailer is only port of call, you would have a hard time selling that one, as its common on warrantys of PC components for it to be shared.
Problem is it doesnt have a warranty as the manufacturer warranty is for two years from build not from sale (and also isnt enforcable as far as I know), and with his contract being with PC World, Jeantech do not have to do anything. So IMO the best course of action is to use SOGA with PC world and state the fact that it comes with a two years manufacturers warranty it should reasonably be expected to last at least that long, and as it hasnt been two years since he bought it, they should deal under SOGA.
I think he corrected the warranty being form purchase as opposed to production.
Pretty sure you can't say warranty is from production, its normally purchase or installation.
That sounds like a nightmare to get sorted.
I would have thought that PC world would have to accept it back for an exchange or refund. Pc world are clowns though, i went there once asking for cpu paste and the store assistant shouted across to another staff member "have we got any of that cpu glue stuff in stock".
lol, thats not too bad, my cousin went into pc world a while back to get some thermal paste as the one he ordered from the E of buyer was out of stock. the guy in pc world said what's thermal paste. :chairfall::chairfall:. cousin walked out laughing
I am not 100% on warranties, but as a manufacturer doesn't even have to offer a 1 day warranty let alone a year or more I believe, I cant see it being an issue for them to have the warranty cover start from date of manufacture or shipment from factory rather than from the date of purchase by the end user.
The main thing to remember though is that conoflex has no contract whatsoever with Jeantech, only with PC world - it is PC world who have the contract with Jeantech.
The main thing to remember though is that conoflex has no contract whatsoever with Jeantech, only with PC world - it is PC world who have the contract with Jeantech.
Fair enough.
I do believe conoflex will be hard pushed to get anything out of this one though, as proving the inherent fault in the device will be extremely hard (maybe a bit of googling to look for other examples of this PSU failing might help), and as they cannot replace it (if they no longer stock it) or get it repaired (because their 2 year period is over) they would be within their rights to offer a pro-rata'd refund, which they could say wont be much as conoflex has had almost two years out of it and the manufacturer only expected it to last about two years (hence their warranty period).
This is why you find most people in this country just give up and throw things away after the first year and just buy a new one - its annoying really.
Don't give up on pcworld first try a different store there are alot my way i can drive to 3 different stores no more than 30 minutes away and the management are very different., also hassle there customer support and forward the e-mails to them until they get sick and help you.
At some point some one will help you at pcworld just need to get through the the correct person and e-mail is free so send as many as you can.
Although if its still under warranty the "sales of goods act" in which it states a reasonable life expectancy for electronic goods can be argued for 5 years wouldn't apply.
As its still covered.
His problem is the manufacturer.
I thought El Wayneo was right, learn something everyday :D
Also learnt not to be impatient and buy crap psu's :p
Originally Posted by Pepp77 http://forums.aria.co.uk/images/buttons/viewpost.gif (http://forums.aria.co.uk/showthread.php?p=563485#post563485)
The main thing to remember though is that conoflex has no contract whatsoever with Jeantech, only with PC world - it is PC world who have the contract with Jeantech.
didn't know that thanks pepp77 :thumb:
What I have said to Satzuma is : "as a gesture of good will can you not replace it with the 850 watt psu or lower ?" (don't need a large lot of watts in spare rig)
I only bought the 1000w one as it was the only one pc world had in stock that was above 500w and modular.
I am also going to give it another try tomorrow when store manager is back from his course, But I know they don't like doing it I had a nightmare of a job (nearly had bloke by the throat, seemed to work tho http://www.chilledpc.co.uk/forum/images/smilies/set1/lol.gif) getting them to replace an Epson printer a few years ago and that was only 12 days old. But I will be quoting the SOGA to them if I get a fail.
Thanks for all the comments etc.
Update
Good news just had this e-mail back from Satzuma :
HI,
Just spoke to my boss, and he said please send the unit back to us, we will process the return, and if it tested faulty we will send a replacement unit to you.
very nice of them I think:thumb:, only thing trying to find out if it's got to go back to China for testing :| can't have everything I suppose.
happy days conoflex. remember because they are replacing and not repairing, then their own warranty applies to the new one, i.e. two full years from the date of manufacture.
callumburns
15-10-10, 06:52
hopefully it all goes well in your favour mate, although it would be a pain if you had to send it all the way to china atleast your getting somewhere anyway :thumb:
happy days conoflex. remember because they are replacing and not repairing, then their own warranty applies to the new one, i.e. two full years from the date of manufacture.
Yeah thats good :thumb: I did find a piece on the warranty in the user manual it said "2 year warranty from date of purchase"
this seems odd to me if they are saying 2 year from date of manufacture.
hopefully it all goes well in your favour mate, although it would be a pain if you had to send it all the way to china atleast your getting somewhere anyway :thumb:
Had e-mail off the nice lady in London office about the turn around time
"Hi, it depends, standard answer is upto 14 days, but we normally get it done as soon as my colleague can… "
Regards,
Gina
So fingers crossed :+1
Andy
Good to hear - so it turns out Jeantech/Satzuma are a pretty good company and could be one to recommend as a cheaper brand?
Good to hear - so it turns out Jeantech/Satzuma are a pretty good company and could be one to recommend as a cheaper brand?
Well not if it died inside of 2 years but CS seems okay, lol.
Well not if it died inside of 2 years but CS seems okay, lol.
LOL - yeah that was what I meant :)
Originally Posted by Pepp77 http://forums.aria.co.uk/images/buttons/viewpost.gif (http://forums.aria.co.uk/showthread.php?p=566281#post566281)
Good to hear - so it turns out Jeantech/Satzuma are a pretty good company and could be one to recommend as a cheaper brand?
:thumb:
Well not if it died inside of 2 years but CS seems okay, lol.
Must admit it has been a good PSU all round till it went :(
but CS is excellent considering Jeantech are no more, they will be replacing it with a Highpowerplus HP-850-G14C (Link http://www.highpowerplus.com/850.htm) I will see how it goes.
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