Surface Pro 4 has become faulty, CEX warranty is useless, any ideas? - HotUKDeals
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Surface Pro 4 has become faulty, CEX warranty is useless, any ideas?

£0.00 @ CeX
So my brother bought a Surface Pro 4 from CEX around 8 months ago. It has since developed a fault where the right hand side of the touchscreen doesn't work (Weirdly the left hand side is fine). No not… Read More
hero9989 Avatar
6m, 2w agoPosted 6 months, 2 weeks ago
So my brother bought a Surface Pro 4 from CEX around 8 months ago. It has since developed a fault where the right hand side of the touchscreen doesn't work (Weirdly the left hand side is fine). No noticeable damage to the screen or anything. My brother is extremely careful with it and he says he hasn't dropped it and it seems likely. The only damage on the device is a small dent on the corner of the device that was there when it was bought.

We took it back to CEX who sent it off to their repairer. Received it back yesterday and they said the only way it could happen was accidental damage and that they didn't cover accidental damage with their warranty.

Any ideas of what we should do? It was far from a cheap device! I don't know how we'd argue it as we have no proof of anything and CEX won't believe anything.

If we can't argue with CEX is there anything else we can do? Or should we just reside ourselves to the fact we can't do anything and will have to repair / trash it ourselves? In which case, is it worth repairing? Has anyone used a company that coulee fix it for cheap?

Thanks in advance!
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hero9989 Avatar
6m, 2w agoPosted 6 months, 2 weeks ago
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#1
I would perhaps try another Cex store.

You shouldn't lose all hope, even if you didn't have any joy their. You could proceed with legal action.
#2
joshp
I would perhaps try another Cex store.
You shouldn't lose all hope, even if you didn't have any joy their. You could proceed with legal action.
From what they said - it's a central company they send it off to for repair so I imagine another CEX store would do the same thing?
What kind of legal action could you take since neither person can prove either way who is right? Would it not be expensive?
#3
it is up to them to prove it was accidental, it is within the warranty period.

write to them requesting repair within fourteen days

send it rec. del.

if they don't; small claims.
#4
how does this third party repair sp4s anyway? the devices have been designed in such a way that even ms does not repair but replace. i think they are pulling a fast one.

you could try pay ms for a repair outside of warranty. which would be pricey still.
#5
whenever I've had to return anything to a CEX store, they've tested it in store. I don't know whether that's because they were small items (both were iPhones). I've never had a problem with them honouring warranty, and one of the iPhones did actually have a faulty screen, developed just under a year later. I think your best bet, if possible, would be to try a few other stores and see what they say. I generally find the staff in CEX to be as helpful as possible.
#6
Stand your ground, there is a fault, it is within the warranty period, you want it replaced or a refund
#7
The pre-existing dent is a weakness in the claim of no Accidental daage - why did you buy it like that? Was the dent recorded when you bought it from them?
#8
A bit late now,but an expensive lesson is going to be learnt. Some thing are great 2nd hand games,dvd even cheap tablet . But tv and expensive technology is a no no for me as too much can go wrong. And now its not working,cex probally laughing as was sold with a dent so was probally dropped before. And now the effects kicked in.

Im not up to speed with these latest gadgets but cant he use a wireless mouse with it? ?
#9
If you can't get it repaired via warranty etc.. You could use a mouse, I know that's not a solution but worse case.
#10
Had a quick google and can find quite a few videos about touchscreen not working in areas at random needing a restart or 2 to get it working again so could be a software rather than hardware issue
#11
First you don't say what has been diagnosed as the fault by the repairer?
But basically you will need to argue specifically and extract fact they have rather than speculation on cause of failure which has is what it seems they have presented . I.e. you know it was not dropped therefore if dropping by you is not the cause why have they failed to ascertain this fault prior to supplying. Also components themselves fail and have their own stipulated mean time between failure from the manufacturer and how they distinguish the difference (Microsoft website states cracked smashed screen exhibit this which clearly you don't have?) - but you will need to extract this carefully from them (unless they already have). Second did you pay via credit as after setting up you could then point out you will be forced to follow that which may get better more professional traction.

Edited By: Bertz99 on Dec 30, 2016 17:10: Detsils
#12
have you checked to see if it's still under warranty with Microsoft? Should have had a 2 yr warranty from new...is it definitely older than that? Microsoft replaced my eBay purchased Surface Pro 3 without needing proof of purchase.
#13
willhay555
it is up to them to prove it was accidental, it is within the warranty period.

write to them requesting repair within fourteen days

send it rec. del.

if they don't; small claims.


After 8 months it will be the responsibility of the purchaser to prove it was not damaged, not the other way around.

This would be the case even if the item had been purchased brand new.
#14
Thanks for all your advice everyone, really helpful stuff!!


japes
have you checked to see if it's still under warranty with Microsoft? Should have had a 2 yr warranty from new...is it definitely older than that? Microsoft replaced my eBay purchased Surface Pro 3 without needing proof of purchase.
Didn't think of this! Checked on the Microsoft site and it is covered until the end of January so going to try that route first! Going to package it up and send it off tonight, How long did it take for you to get a replacement from them for your Surface Pro 3?
I think if Microsoft refuse to replace it then we might be a bit stuffed but will still try to take it up with CEX again following advice from this thread. Fingers crossed Microsoft will come through!

Again - thanks all!
#15
hero9989
Thanks for all your advice everyone, really helpful stuff!!


japes
have you checked to see if it's still under warranty with Microsoft? Should have had a 2 yr warranty from new...is it definitely older than that? Microsoft replaced my eBay purchased Surface Pro 3 without needing proof of purchase.
Didn't think of this! Checked on the Microsoft site and it is covered until the end of January so going to try that route first! Going to package it up and send it off tonight, How long did it take for you to get a replacement from them for your Surface Pro 3?
I think if Microsoft refuse to replace it then we might be a bit stuffed but will still try to take it up with CEX again following advice from this thread. Fingers crossed Microsoft will come through!

Again - thanks all!


To be honest the returns process was a bit hit and miss. They delivered a replacement fairly quickly but that had exactly the same issue! (yellow line down screen). Took a few weeks back and forth but all sorted in the end with a £50 Xbox credit as an apology. (not that I have an Xbox to use it on!)
Definitely with the chance, nothing to loose.
#16
hottoast
willhay555
it is up to them to prove it was accidental, it is within the warranty period.

write to them requesting repair within fourteen days

send it rec. del.

if they don't; small claims.


After 8 months it will be the responsibility of the purchaser to prove it was not damaged, not the other way around.

This would be the case even if the item had been purchased brand new.


+1 for this post but thought it was 6 months...anyhow...try to get it independently fixed and as along as they agree it's not your fault then they CEX should refund you what you paid.
#17
If the screen rotates try rotating it and testing each side, this will give you some more insight into whether it is the digitizer glass or the software bugging out.

If the faulty side changes as it turns it will likely be a software issue

Check for updates and a rollback might help with driver issues if thats what has causes it.

If the faulty side stays the same then its the glass itself

All the best
#18
they (CEX) have to prove that the fault was caused by accidental damage by yourselves, it's a very grey area but if you have proof that the dent was there when purchased then it rules that part our.
sale of goods act:
must be durable.....
even after a warranty expires you have a claim against the manufacturer for this kind of fault.
But, as you have a warranty with CEX they are obligated to prove that the issue was caused by you and not inherent in the product.
Speak with citizens advice, print out relevant details showing the oneness on CEX and take it directly back to them demanding a repair or replacement within 14days. make sure you back any data up first.
#19
jamieww
they (CEX) have to prove that the fault was caused by accidental damage by yourselves, it's a very grey area but if you have proof that the dent was there when purchased then it rules that part our.
sale of goods act:
must be durable.....
even after a warranty expires you have a claim against the manufacturer for this kind of fault.
But, as you have a warranty with CEX they are obligated to prove that the issue was caused by you and not inherent in the product.
Speak with citizens advice, print out relevant details showing the oneness on CEX and take it directly back to them demanding a repair or replacement within 14days. make sure you back any data up first.
After 6 months it is the buyer that needs to prove the fault was inherent in the product.
#20
mr_geese
jamieww
they (CEX) have to prove that the fault was caused by accidental damage by yourselves, it's a very grey area but if you have proof that the dent was there when purchased then it rules that part our.
sale of goods act:
must be durable.....
even after a warranty expires you have a claim against the manufacturer for this kind of fault.
But, as you have a warranty with CEX they are obligated to prove that the issue was caused by you and not inherent in the product.
Speak with citizens advice, print out relevant details showing the oneness on CEX and take it directly back to them demanding a repair or replacement within 14days. make sure you back any data up first.
After 6 months it is the buyer that needs to prove the fault was inherent in the product.


as it is CEX who are stating that this is accidental damage they must give you a copy of the report so that the OP can then pursue either an independent report or challenge the reasoning as to why CEX believe it is actually accidental damage.
I definitely would ask for the the report, speak with CAB & seek an independent microsoft approved repairer to diagnose and give a factual report but making clear to CEX that if the reports prove that there is no accidental damage then they will be billed the full amount and taken to court to recover all monies.

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