Problems getting refund/replacement repair for faulty M92

OwenA · 12-06-2013, 09:40 AM

Can anyone offer any advice on the following problem.

About a year ago my employer purchased an Onyx M92 for me to test from a supplier that turned out to be in Poland (although I don't think they realised this at the time). It developed a fault with the screen within a week or so and it was sent back to be repaired - only unfortunately they sent it back to the US in error. To cut things short a bit my employer decided to start afresh and bought me a new one from the US. This developed a problem with the joy stick again within a couple of weeks. We emailed them. They said that this was a known problem and offered a replacement. At this point I said that I think i could fairly safely say that they had failed the 'test' and that the M92 just wasn't up for what I was wanting to use it for (marking student work). So we asked for a refund. At which point the US company then said that the joy stick wasn't covered by the warranty, and they couldn't offer a refund as more than 28 days had passed since the date of purchase.

Does anyone know where we stand legally on this? I think because of the mistake over the one bought in Poland we have now paid for two of these. Since Onyx in USA have acknowledged that the joy stick is a known issue we are a little surprised that they are now saying that they can't do anything. I'm not sure if we notified them of the problem initially within 28 days - but I know in UK law if the product wasn't 'fit for purpose' their own policy re the 28 days would be irrelevant. I can't quite believe that we have a second faulty unit and they are saying they won't do anything about it.

Suffice to say I will not be recommending these to other academic institutions in my write up of the test.

OwenA · 12-06-2013, 09:44 AM

The website for the company in the US is www.onyxboox.com but I don't know if this is actually Onyx, or an agent.

Booxtor · 12-09-2013, 06:01 AM

Quote:

Originally Posted by OwenA

The website for the company in the US is www.onyxboox.com but I don't know if this is actually Onyx, or an agent.

www.onyxboox.com is just a regular seller of Onyx devices - not representatives of Onyx International. Your problem with the joystick should be defenitely covered by warranty. It is a quite seldom problem though. We had to deal with malfunctioning joystick just a couple of time (of some thousand sold devices). It is actually very easy to fix it, so I am surprised, why the seller in US refused to fix it.

12-06-2013, 09:40 AM	#1
OwenA Member Posts: 23 Karma: 10 Join Date: May 2013 Device: Onyx Boox M92	Problems getting refund/replacement repair for faulty M92 Can anyone offer any advice on the following problem. About a year ago my employer purchased an Onyx M92 for me to test from a supplier that turned out to be in Poland (although I don't think they realised this at the time). It developed a fault with the screen within a week or so and it was sent back to be repaired - only unfortunately they sent it back to the US in error. To cut things short a bit my employer decided to start afresh and bought me a new one from the US. This developed a problem with the joy stick again within a couple of weeks. We emailed them. They said that this was a known problem and offered a replacement. At this point I said that I think i could fairly safely say that they had failed the 'test' and that the M92 just wasn't up for what I was wanting to use it for (marking student work). So we asked for a refund. At which point the US company then said that the joy stick wasn't covered by the warranty, and they couldn't offer a refund as more than 28 days had passed since the date of purchase. Does anyone know where we stand legally on this? I think because of the mistake over the one bought in Poland we have now paid for two of these. Since Onyx in USA have acknowledged that the joy stick is a known issue we are a little surprised that they are now saying that they can't do anything. I'm not sure if we notified them of the problem initially within 28 days - but I know in UK law if the product wasn't 'fit for purpose' their own policy re the 28 days would be irrelevant. I can't quite believe that we have a second faulty unit and they are saying they won't do anything about it. Suffice to say I will not be recommending these to other academic institutions in my write up of the test.

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12-06-2013, 09:44 AM	#2
OwenA Member Posts: 23 Karma: 10 Join Date: May 2013 Device: Onyx Boox M92	The website for the company in the US is www.onyxboox.com but I don't know if this is actually Onyx, or an agent.

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