I bought a used/refurbished laptop from an online shop that should have had no more than cosmetic blemishes on it, but it had a crack through the palm rest above the keyboard when I received it. No damage to the outside of the laptop, screen, hinge or keyboard.
The box it was delivered in was immaculate and it was extremely well packaged, so I don't think it was damaged in transit.
I took a photo of it immediately, and have returned it to a store but they keep telling me they need to do an investigation before they can refund me, and it could take weeks. They say the store that posted it has photo evidence it wasn't damaged when it was posted, so they need to do a claim with Royal Mail.
I've checked the consumer rights act and it says that (whether a product is brand new or used) if it is delivered with unsatisfactory quality (i.e. broken) then it is the retailers responsibility to refund me within 14 days. I've said this to their customer service and they keep saying no that doesn't apply because it's damaged not "unwanted" and they need to do an investigation and claim with Royal Mail.
It's only been 2 days but I'm nervous that they are pushing back like this in-case they try to say I broke it (which I 100% didn't but can't prove obviously, unless I video the entire process of the postman delivering it and me unboxing it!). I'm also annoyed that I've shelled out for an expensive (to me) laptop and now have no laptop and no money, and that they seem to not understand their responsibilities under the consumer rights act.
I've told them I'll be doing a section 75 claim on the credit card after 14 days and they just keep telling me to be patient with their investigation... (patience is not one of my virtues unfortunately, especially when someone's got a grand of my money!)
Any thoughts...? Other than "be patient"!