Consumer Rights/Repair or Refund Advice

Lintrode on 30/12/2015 - 18:51

Hi,

I bought a graphics card, specifically a Sapphrie R9 270x from MSY about a year and a half ago, though this card sadly died on me about a week ago. Luckily, Sapphire covers its cards with a 2 year warranty, which, however, has to be done through the reseller. Thus, I took the card into my local MSY, and though I had no problems returning it, I was quoted "at least two months" as the time needed to repair the card.

The MSY website links to this notification of consumer rights with reference to their warranty policy - http://www.accc.gov.au/system/files/Refunds%20and%20remedies… - and this document makes reference to an entitlement to a replacement or refund should the card not be repaired in a reasonable amount of time.

As such, my question is how long I should have to wait for the card to be returned to me before asking for a replacement/refund, especially considering that typical warranty turn around for tech products (in my experience) is about 3-5 weeks?

Any advice is appreciated!

Computing

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MSY Technology
MSY Technology

Comments

  • Olokun on 30/12/2015 - 18:57
    +2

    2-4 weeks is not unusual however 2 months is. This being the silly season I wouldn't be surprised.

    First thing I would do is send an email to the store requesting an expected time frame while also mentioning that you expect the card to be repaired in a reasonable amount of time or a refund/replacement if that cannot be done.

    You will then have their response in writing and then you can go from there. Just do/say everything politely without threats and I am sure you will be fine.

    • introde on 30/12/2015 - 20:22

      Thanks, this seems like the route I will go down, as it will be useful to have some info in writing going down the track.

  • p1 ama on 30/12/2015 - 19:18

    MSY have really upped their game since they got fined a while back. That said, 2 months is quite a long time, but it's not absolutely ridiculous given that this is probably the busiest time of the year with regards to this sort of stuff.

    You could contact Sapphire and see what they say or see if they take the card directly. Some manufacturers such as Corsair and Intel take warranty into their own hands without having to go through the seller, so that would be an option as well.

    • introde on 30/12/2015 - 20:24

      2 months is a long time to have a computer not be particularly useful to me though :(

      Thanks for that tip, though Sapphire does not seem to be particularly accessible in Australia, and they explicitly state on their website that all warranty claims should go through the re-seller or retailer from whom I got the card.

      • p1 ama on 30/12/2015 - 21:29

        You could push for a replacement if you try and in the past, that has been successful for some people. However, you essentially got unlucky this time, so there's not much you can do apart from using this as an excuse to upgrade - buy a new video card, sell your one off when it comes back from warranty.

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