Can I get a refund after three printers broke?
QI bought a WF-5690 printer (pictured) from Epson for £309 in May. The first printer became faulty after six weeks but Epson refused a refund saying it was allowed to replace it. I’ve now had three replacements because one minute Epson says I can have a refund; then I can’t. I’m going mad – please help! Martin Day
ASuch inconsistency could drive any customer to the edge of insanity. Like Currys in the case above, Epson is legally allowed one repair or replacement after the first 30 days. But when the first replacement was found to be faulty it should have offered Martin a full refund. Because it didn’t, failing therefore to comply with the Consumer Rights Act, we think Epson owes Martin a full refund. In normal circumstances, after six months a retailer would be able to deduct some money from a refund to reflect how long the customer had used the item (as in the Currys case).
There may be a problem though. Martin actually paid £234 because he had a £75 cashback deal, meaning Epson needn’t refund the full price of £309. However, he says the problems led to him “wasting” more than £75 on Epson inkjet cartridges. He’s legally entitled to ask Epson for this, and said a refund of £309 will cover it. Epson is “escalating” Martin’s case, so we hope to have an update soon.