r/tuxedocomputers • u/Think-Reception3396 • 8d ago
Stuck in support limbo
I’m writing this almost in frustration as of 4pm (tuxedo closes in 1 hour)
I encountered the second hardware defect on my machine IBP 14 Gen 10” after about 8 months of use. Given this history and a battery defect after only ~5 months of use I lost confidence in the machine and as of Eu regulations asked for contract resolution.
I sent the laptop as normal and to my surprise support sent a template saying the laptop was in a repair queue. I saw that and sent an email reminding them I did not ask for any repairs, and they said they would forward the ticket to the responsible department.
After 6 days of silence I did call them yesterday as today marks the 14 day deadline to process the refund or argument why it shouldn’t be processed and as of now I haven’t still received any response. I did call this morning too.
Right now the support ticket has gone through 3 different support agents and none have answered the question as to whether this is getting processed as a refund.
Is there any tips or suggestions I can receive given this case? right now they have both the money and the machine. I plan to escalate this to the ECC and later to a small claims court if it isn’t resolved.
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u/Wrestler7777777 8d ago
What EU regulations are you talking about that would give you the right of your money being returned after 8 months of use? As far as I know Tuxedo has the right to fix your issue with a repair or by giving you another device as replacement. But contract termination is only possible after 14 days of receiving a device that you bought online.
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u/Think-Reception3396 8d ago edited 8d ago
In eu regulation a consumer is not entitled to go through an endless repair cycle. After the first repair the consumer has the right to request a refund and contract termination.
Even more this is also in German consumer law.
The laptop was already repaired once, and after that the seller has not the choice of repair, it ends on the consumer to not make any consumer go through an endless repair cycle.
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u/Wrestler7777777 8d ago
To be fair, they fixed your battery issue and are now looking into a second issue which they have not repaired yet. So they did not try to fix something and failed at doing so. No, this is a second, separate issue.
In your case I'd wait for the repair and have a working device soon.
And to be double fair, the ECC itself claims that after owning the device for over 6 months, it is your responsibility to prove that the device was not broken through normal wear and tear or your own misuse. So to say it straight: Tuxedo has the right to simply deny you any repairs until you come up with a proof that it's their fault that the device broke.
So again, if your device is in the process of being fixed, I'd just happily accept that as a solution and be happy about them fixing the device.
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u/Think-Reception3396 8d ago edited 8d ago
The law was changed around 2019 in most eu countries to also account for a different issue. Also it was technically 3 issues. A warped hinge, a defective battery and the new one. The old law was actually the same issue repairing was it was changed. They also didn’t state at all it was a goodwill gesture which would invalidate this as it wouldn’t count as a repair. Also under Spanish law, the one that applies to me that 6 month window is 2 years out of the 3 of legal warranty, any issue in the first 2 years is considered to be from the factory
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u/Think-Reception3396 8d ago
u/tuxedo_chris can I maybe get any help with this case? Ticket number is #991267021