So, posted an issue on here to see if there was an easy solution to the issue I was was experiencing (no sound from pro plus) and did the many fixes suggested here and other online info. I was told customer service was good. Well it really ain’t. Created a ticket, without much investigation the guy said your unit is knackered, and it’s 2 months out of warranty. A message or two went back and forward and I was was told we’ll sort some discount on a new unit, I thought ok, so I provided my Amazon purchase info and then no reply, despite multiple attempts, raising new ticket etc.. nothing. Really not happy, anyone else had the same problem?
Poor customer service
- Thread starter Mnuttall
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- wiim pro plus
It's s actually just 6 months, not 12.
And this statutory warranty only defines the rights and obligations between buyer and seller. The seller can be identical with the manufacturer (e.g. when you buy from Linkplay's Amazon shop) but uszthey are not.
hgo58
Major Contributor
When you buy electronics within the EU, your consumer rights are protected by EU-wide warranty and guarantee regulations.
### Legal Guarantee (Mandatory)
- Duration: At least 2 years from the date of purchase for all consumer electronics.
- Coverage: The seller must repair, replace, reduce the price, or refund the product if it is defective or not as described at the time of purchase.
- Burden of Proof: For the first 12 months, the burden of proof lies with the seller. After 12 months, the burden shifts to the consumer.
- Scope: Covers both new and second-hand goods, as well as online and in-store purchases.
### Commercial Warranty (Optional)
- Duration: Varies by manufacturer or retailer..
- Coverage: Additional protection offered by the manufacturer or seller, often including repairs, replacements, or technical support.
- Not Mandatory: This is optional and does not replace the legal guarantee.
### Cross-Border Purchases
- Same Rights: If you buy electronics from another EU country, you are still entitled to the 2-year legal guarantee.
- Enforcement: You can claim your rights in your home country, even if the seller is based elsewhere in the EU.
### Software
- Defects Introduced by Updates:
If a software update causes the product to stop working as advertised or loses essential functions, this can be considered a lack of conformity with the sales contract.
- Seller’s Responsibility: The seller must ensure the product remains fit for purpose throughout the 2-year legal guarantee period. If an update breaks core functionality, the seller is obligated to fix the issue.
- The EU is actively cracking down on practices that intentionally shorten a product’s lifespan, including through software updates. If an update is found to deliberately degrade functionality, this may violate EU consumer protection and competition laws.
- Right to Repair: EU regulations also emphasize the right to repair, meaning manufacturers must provide updates and repairs to keep devices functional for a reasonable period.
- Non-Essential Features: If the update only affects non-core features, the legal guarantee may not apply.
Note that the first line of responsibility is always the seller.
### Legal Guarantee (Mandatory)
- Duration: At least 2 years from the date of purchase for all consumer electronics.
- Coverage: The seller must repair, replace, reduce the price, or refund the product if it is defective or not as described at the time of purchase.
- Burden of Proof: For the first 12 months, the burden of proof lies with the seller. After 12 months, the burden shifts to the consumer.
- Scope: Covers both new and second-hand goods, as well as online and in-store purchases.
### Commercial Warranty (Optional)
- Duration: Varies by manufacturer or retailer..
- Coverage: Additional protection offered by the manufacturer or seller, often including repairs, replacements, or technical support.
- Not Mandatory: This is optional and does not replace the legal guarantee.
### Cross-Border Purchases
- Same Rights: If you buy electronics from another EU country, you are still entitled to the 2-year legal guarantee.
- Enforcement: You can claim your rights in your home country, even if the seller is based elsewhere in the EU.
### Software
- Defects Introduced by Updates:
If a software update causes the product to stop working as advertised or loses essential functions, this can be considered a lack of conformity with the sales contract.
- Seller’s Responsibility: The seller must ensure the product remains fit for purpose throughout the 2-year legal guarantee period. If an update breaks core functionality, the seller is obligated to fix the issue.
- The EU is actively cracking down on practices that intentionally shorten a product’s lifespan, including through software updates. If an update is found to deliberately degrade functionality, this may violate EU consumer protection and competition laws.
- Right to Repair: EU regulations also emphasize the right to repair, meaning manufacturers must provide updates and repairs to keep devices functional for a reasonable period.
- Non-Essential Features: If the update only affects non-core features, the legal guarantee may not apply.
Note that the first line of responsibility is always the seller.
Last edited:
slartibartfast
Major Contributor
- Joined
- Apr 18, 2024
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It seems to vary by country.
Purchasing a product: legal guarantee of compliance
When you purchase a digital product or service, it must be consistent with the intended use and description by the seller. In the event of a defect existing at the time of delivery of the goods or services, you can implement the legal guarantee of conformity. The defect must appear to you within...
www.service-public.gouv.fr
Until January 1, 2022, it was six months. Since then a new warranty law has been in effect and it has fortunately been extended to 12 months.
Gesetzliche Gewährleistung und Garantie: Was ist der Unterschied? | evz.de
Bei der gesetzlichen Gewährleistung können Sie ein mangelhaftes Produkt beim Händler umtauschen oder reparieren lassen. Die Garantie ist eine freiwillige Leistung des Händlers oder Herstellers. Das EVZ erklärt die Unterschiede.
My answer did not relate to the present case, but merely to the question of current EU law.
That's right.
"In all member states, you can return defective new goods within two years of receipt. However, some countries in the EU go even further: in Spain and Sweden, the period is three years. In Portugal, there is also a three-year period for new goods, but also for refurbished goods. Only in Finland does the period depend on the usual life expectancy of the product."
hgo58
Major Contributor
The EU law is the minimum for member states. Some countries has extended the period, just as the seller can add additional warranty.It seems to vary by country.
Purchasing a product: legal guarantee of compliance
When you purchase a digital product or service, it must be consistent with the intended use and description by the seller. In the event of a defect existing at the time of delivery of the goods or services, you can implement the legal guarantee of conformity. The defect must appear to you within...
An important part for WiiM products are the software update warranty. We have seen functional degradation that actually fall into this (e.g. HDMI CEC).
no one bothered to ask you, where are you from ...?
my experience with Amazon US, you could probably get a significant discount from them directly (on a new unit or a general gift card) if you contact their CS and nag them . it does require some patience
My guess is UK. As I say, haggling with CS can work if it’s an Amazon product - with products with their own store like WiiM , CS will more likely refer you back to them. @RyanWithWiiM is on the case, give them another week or so.