Item not fit for purpose

[Mr Me]

Hi, so I purchased a laptop, Lenovo Legion 5 in June 2021 which does not work with the Oculus Quest 2, which was the whole point of buying it. I have spent many hours trying to get it to work, seems to be a compatibility issue with the internal GPU and the Quest 2.

As it doesn't work with the VR headset, the laptop is of no use to me. The company who sold it online (reseller) have a dedicated page on the website for VR Headsets, where they sell the Oculus Quest 2. They then have a dedicated page where they sell 'VR Ready Laptops' where they sell, amongst other laptops, the Lenovo Legion 5. They have now said that they do not advertise the product as working
with the VR headset and I would suggest they are dangerously close to false advertising here. They have suggested I speak to Lenovo directly and have ignored several requests for them to pick
up (via courier or provide a return label) so they can inspect and or send back to Lenovo.

I have attempted to resolve the issue via Resolver also, and the company have responded in the same way. I have now sent them a Letter before Claim notification however they are steadfast in their position that as the product was not returned after 30 day and as their website doesn't specifically state that the two items are compatible, that they are comfortable with their position.

Would anyone agree or disagree with them and or the claim?

[echat11]

Hi MR ME

How did you pay for the laptop?

You would think that because they are selling the laptop with the other products they should all be compatible. Have you done a Google search with Lenovo and Quest 2 to see if other people has complaints regarding compatible issues?

[ostell]

So make a copy of that web page saying it is VR ready.

If you complained before the 30 days the clock has stopped. and you still have the absolute right to reject. If this is the case then you want to write to them to tell them that you are rejecting under CRA 2015 and then list the reasons. They are under an obligation to arrange for pickup and and refund the same way that you paid.

Perhaps "not as described" as well.

[Mr Me]

So make a copy of that web page saying it is VR ready.

If you complained before the 30 days the clock has stopped. and you still have the absolute right to reject. If this is the case then you want to write to them to tell them that you are rejecting under CRA 2015 and then list the reasons. They are under an obligation to arrange for pickup and and refund the same way that you paid.

Perhaps "not as described" as well.

Thank you, I unfortunately complained a few days past the 30 day window. I have asked them to send a courier to pick up and send to Lenovo however they have rejected this and asked me to contact Lenovo via social media after I mentioned not receiving a reply from Lenovo directly.

They are indeed selling the Oculus Quest 2 in addition to the Lenovo Legion 5, which they sell under the specific 'vr ready' page. There are some mentions online about compatibility issues so it is not specific to me. I have made a copy of the pages where they sell the laptop as 'vr ready'.

[ostell]

So you still complain under CRA. Within 6 months they have to show there was not a defect and you have to give them 1 chance to repair. So still write to them to reject under CRA. Their 30 days is overridden by the CRA. As the retailer they remain liable for the product and can't pass the buck to the manufacturer

[echat11]

How did you pay for it?

[Mr Me]

So make a copy of that web page saying it is VR ready.

If you complained before the 30 days the clock has stopped. and you still have the absolute right to reject. If this is the case then you want to write to them to tell them that you are rejecting under CRA 2015 and then list the reasons. They are under an obligation to arrange for pickup and and refund the same way that you paid.

Perhaps "not as described" as well.

Sorry... I paid via my bank, through my Ltd company via Amazon Pay. I've requested a charge back through the bank however they have rejected this, despite all the evidence -

"Based on the information you have supplied, I am sorry to say that we are unable to raise a dispute claim under the MasterCard scheme rules.

I understand that you bought a VR ready laptop but found that it doesn't work with the Oculus Quest 2 headset purchased separately. This does not indicate that there is a fault with the laptop itself and we cannot argue that the laptop has been misdescribed as the evidence you have provided does not specifically state that the laptop is compatible with Oculus Quest 2.

The merchant's 30 day policy for a no fault refund has not been followed either and therefore we have no grounds to dispute this transaction."

So unfortunately my bank seems to agree with the merchant.

[Mr Me]

Update - Company have responded now, seems they are happy to go to court over this. Very strange...

[echat11]

So did you purchase the product through Amazon?

If so the following might apply (but their are time limits) - https://pay.amazon.co.uk/help/201751470

[Mr Me]

So did you purchase the product through Amazon?

If so the following might apply (but their are time limits) - https://pay.amazon.co.uk/help/201751470

No, just used Amazon pay for the transaction, the purchase was made through the sellers website directly. I have now summited the claim, the seller is yet to respond but it will be the same answer no doubt, Foxtrot Oscar.