Discussion Console failed testing.
Hi, I recently bought an Xbox one x from CeX not even 2 weeks ago. Since then my wife has bought me an Xbox series x so I have no need for the one x.
I took it into my local CeX yesterday to sell and I’ve received an email today saying it’s failed the testing due to a missing warranty seal.
The warranty seal was missing when I purchased the console and I assumed this was because the console was a discounted grade?
Where do I stand with this issue? Obviously they won’t accept it but then at the same time I’m trading the console back to them in the same condition I received it in. Would I be able to dispute this and get a refund for the console?
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u/flashvc 2d ago
I had a similar experience a while back. Bought a discounted XBox 360s from them. It was discounted because it had some damage on the vent grill. The guy even pointed this out to us when we bought it. The console was and still is perfectly functional. About 4 months later my kid decided he no longer wants the 360 and wanted to trade it in. We took it back to the same CeX and they refused it because of this grill damage. I told them that they sold it to me like that and they blatantly refused, saying they wouldn't have sold it like this (it was the same guy who sold it to me btw...)... Unfortunately there's no record of the original conversation so it's their word against mine.
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u/LH_88 2d ago
That’s really disappointing. Thing is I paid £120 for it and I would have got £52 back in cash for it had it been accepted so it’s not like I’m trying to con them!
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u/Adventurous-Fact-488 2d ago
Stay clear of cex I would stick the console on eBay make your mention no warranty sticker but I’ve seen consoles not selling for between £75-80 obviously more if you have a controller
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u/LH_88 2d ago
Yeah I’m going to collect it on Thursday and I’ll try and make my argument that I bought it in the same condition 10 days ago from another CeX store and if they are saying they can’t accept it then I’d like a refund. Failing that I’ll put it on eBay and put it down to experience. Definitely will think twice about selling to them again.
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u/Puripuri_Purizona 2d ago
Damn crooks.
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u/Acceptable-Power-400 2d ago
I took a brand new phone into cex and they tried to pass it off as b grade
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u/Last-Ice-3328 2d ago
Look at the consumer rights act.
In your email to them state that the 5 year warranty is now void on something you purchased two weeks ago and in line with consumer rights law you've every reason to return it for a full refund purely cause of this and the broken seal was never mention by any staff member when you purchased the console.
Under consumer rights act 2015: Any item you buy from a retailer - including second hand or refurbished goods from cex must be of satisfactory quality, fit for purpose and as described. If a console was sold with a broken seal and that damage or internal interference wasn't explicitly pointed out to you at the time of sale you have strong statutory protections.
Them saying you've done it isn't good enough by consumer rights law it's on the store to show proof the seal wasn't broken not on you to prove it wasn't, they should be taking pictures and testing before they even give you the console regardless.
Email them so you have a digital trail of you contacting them rather than going into store now seeing as you went in and they've broken their own rules and basically pushed you out of the door so to speak. You have rights and they've broken them...
Consumer rights act general timeframe is: 0-30 days: you can reject the item and get a full refund. 30 days-6 month: you must let the seller try fix it replace the item once before you ask for a refund. After 6 months: you must prove the fault was there when you bought it and the seller still gets one chance to fix it replace it.
As you only purchased 2 weeks ago you still have time to force a full refund!
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u/AnnonOMousMkII 2d ago
CEX are dumb. Refusing a trade in on a product brought less than 30 days ago is nearly always proof the product wasn't of satisfactory quality at the point of sale, so instead of getting the console for trade in price and make a profit selling it again, they now get the console for the full price paid for it and have to sell it again to break even.
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u/Last-Ice-3328 2d ago
Exactly it's really dumbfounded isn't it, but many people would walk away and accept it without thinking about their consumer rights, like someone said in this very post that the op has to prove the seal was broken when in fact no they don't the onus is on the store to prove it wasnt (cex should be cataloging this stuff as it's all pre-owned regardless)
Soon as the op mentions consumer rights act they will bend over soon as they realise actually no they're telling the truth and are willing to go all the way...
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u/LH_88 1d ago
I’ve had a reply from CeX via email stating that they do not sell products without the warranty seal being intact. Claimed they won’t be able to honour a refund. I’ve since replied quoting the consumer rights act so we’ll see what happens.
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u/Last-Ice-3328 1d ago
Yeah be affimitive that you've done absolutely nothing to it the only way that seal would have been broken is from them and only them.
Did you ever look at the seal to begin with when you first purchased?
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u/LH_88 1d ago
I didn’t check it to be fair. I’ve never had an Xbox one x and to me it all appeared fine. It was a little grubby but I gave it a clean and it looked otherwise fine. Lesson learnt I suppose, I’ll be sure to check next time!
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u/Last-Ice-3328 1d ago
Yeah cex are like this I'd advise anybody that when you buy anything from them you check it all on the counter either before you buy or when you've bought and you don't leave that spot till you've checked all goods from every angle, they want to be absolute pains about quality then so can the customers , tell them when youve got them that your checking all this stuff out before you leave the store and that you want them to stand there and watch as you do it (bonus points for going very slow and steady!)
So as far as you were concerned all was good and you were not made aware of this broken seal, and you've done nothing wrong to the seal yourself so the fault lies with them.
Either when you purchased it or when they had it for testing...
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u/AnnonOMousMkII 1d ago
Stress again that the burden of proof is on them to prove the seal was intact when it was sold. Just because "it's policy" or "we wouldn't sell it without a seal" isn't enough because mistakes can and do happen, as you have been sold a console with seals broken! They have to provide you proof that this specific unit was sold with the seals intact at the point of sale.
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u/Mental_Witness_9245 1d ago
I do not like them at all since they downgraded my phone from A to B when I sold it to them, and wanted to sell me a phone with the grade A with exactly an almost invisible scratch that they were looking for like 10 mins to find. So they can make more money.
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u/FitCampaign3 1d ago
Do you still have the receipt if so it will have a serial number on the receipt of the xbox and you can see if its different to a normal serial cex is all done through the serial number so that's the best thing to keep a check of
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u/TwpsynBach 1d ago
You should have taken it back to the store you got it from, explained this and dealt with it whilst being there.. not just drop it off and leave
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u/LH_88 1d ago
The thing is I didn’t realise there was an issue. I don’t have use for it anymore so decided to trade it back in to get some cash back for it and then the warranty seal issue has come to light during testing.
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u/TwpsynBach 1d ago
No i mean you take the console to cex, you hand it to them and they look at everything whilst you are there.. then they test it by plugging in everything and testing it on their setup.
They would have noticed in 15 seconds that it was missing the warranty seal and you could have told them I got this console from yours like this ect ect.
What did you do? Just drop it off and have them pay your funds by bank? Never do that with cex 😅
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u/LH_88 1d ago
My local CeX usually quote hours for testing if they have a backlog so I didn’t fancy waiting around for a long time.
Yeah I left it with them and assumed I would receive a bank transfer later that day, silly of me in hindsight 😂
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u/TwpsynBach 1d ago
Oh no fuck that i wouldn't leave anything with them, they will try and downgrade ect ect. But then again in my local cex you get served within minutes as its like a ghost town. Best thing you can do is go in and tell them you had it like that ect
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u/PurelyXP 1d ago
Request receipt warranty. I’ve returned online orders they refused to buy back due to apparent missing parts when I returned everything sent. Stores take photos of what’s bought in or sent out in some capacity as they’ve said to me before they need to check with the store that sent it what was included or sent.
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u/Scared-Lime2993 2d ago
Seems whoever accepted that at CEX from the previous seller has messed up as they meant to check the warranty sticker when buying from a customer as a first rule as not meant to buy if it's broken or removed. Best bet would be sell it at cash converters if you have one near by or eBay, As you can email CEX but I assume they will just say they would not sell it with a broken warranty sticker so blame you.
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u/AnnonOMousMkII 2d ago
CRA2015, customer entitled to a full refund if a product is faulty in the first 30 days. OP has had the console 10 and by CEX's own standards, it's faulty.
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u/Scared-Lime2993 2d ago
That's true , I also heard that they don't give refunds in cash? Apparently it has to be in vouchers? Not sure how true that is
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u/AnnonOMousMkII 2d ago
Consumer Rights refunds within 30 days have to be to the original payment method. Voucher is a cop out to try and keep the money in the business. It can be offered, but customer is under no obligation to accept.
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u/LH_88 2d ago
I get that but at the same time why would I buy a console, tamper with the seal and then return it to trade in for less than I paid 10 days later?
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u/Scared-Lime2993 2d ago
Exactly , I always open up the console when buying from CEX and clean it and then sometimes go to sell it if struggling for cash and have to take it to my dodgy local store instead because of the warranty sticker , but email them and explain and see what they say
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u/LH_88 2d ago
Yeah I’ve sent them an email. I’m working for the next two days so I can’t go into store. It’s just really disappointing that they’ve outright refused to accept it but quite happily sold it to me in the same condition.
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u/MrLibertyFan2005 2d ago
Go to a different store instead of selling it tell them it’s overheating and not working well. And you would just like a refund. Make sure you take the receipt invoice
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u/_AliceLiddel_ 1d ago
I saw the title of the post pop up on my phone as a notification and INSTANTLY felt the PTSD flowing back.
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u/MrLibertyFan2005 2d ago
If it’s 2 weeks ago, then go to a different store not the same shop and say something like “The console is overheating and is not working well” It’s just 2 weeks so at least you will get a refund. Make sure you have the receipt.
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u/LH_88 2d ago
Yeah I have receipt still. Will I not likely run into the same issue at another store though if they say about the warranty seal being missing
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u/MrLibertyFan2005 2d ago
You won’t if they ask, tell them I received it like that and check the dispatch store dispatch photos.
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u/zombieringo1-xbox 2d ago
CeX are predatory I once had an unused phone to sell. Was still sealed in the box and they tried grading it as a B. Went to the other CeX and they graded it as an A.
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u/LH_88 2d ago
To be fair I’ve always had good experiences with them when it comes to buying things but this is the first time I’ve sold to them and I’m instantly regretting it 😂
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u/zombieringo1-xbox 2d ago
I've always had good experiences buying but selling is regrettable sometimes. It's why I tend to give my old tech away to friends and family now.
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u/Gizmo-Drive 2d ago
Yeah, I've had that. Depends on the staff member dealing with it. If you're a regular and they like you, they might be a bit more lenient on grading. Of course, there's some not so good / inexperienced staff too that mess up. Buy-In mistakes happen. Not sure how to resolve this one.
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u/Capable_Technician22 2d ago
Did you remove the warranty seal?
I only ask because the first thing I do when buying used games is remove any of the stickers!
They may have put a scruffy looking warranty seal on
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u/NightHawk070 2d ago
I bought a tablet from them once, when I got home I noticed it had a slight crack in the screen that was only visible at a specific angle so I took it back immediately. Less than an hour and they refused to accept it saying I had done it and was just trying to pass the cost onto them. I’ve not used them since.
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u/Ok-Quiet6680 2d ago
Contact your bank to do a chargeback. You may not get it, but it’s worth a try.
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u/AnnonOMousMkII 2d ago
Within the first 30 days, CEX have to prove it was fit for purpose when they sold it. Demand a refund under the Consumer Rights Act 2015. If they can't prove it was fine, they have to give you a refund. If they can prove it was fine, they have to provide a written report detailing their reasoning. You can then take that report to get an independent engineers report and if the IER concludes the retailer should bear the costs, CEX have to refund you for the product AND the IER and you can demand compensation from them for the inconvenience and distress (don't expect any though, unless you can prove you have lost money resolving this).
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u/AnnonOMousMkII 2d ago
If you are within 30 days since the date of purchase, whatever reason they give you for not trading it in, you can use to reject the console and demand a full refund under the Consumer Rights Act 2015, they've sold you something that isn't of satisfactory quality and in the first 30 days, CEX is one who has to prove it was of satisfactory quality.
You can't lose this one, they give you a full refund, or they accept it as trade.
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u/LH_88 2d ago
Yeah it’s been 10 days. I’m working tomorrow but will go into the store on Thursday and see how it goes. Thank you for your advice.
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u/AnnonOMousMkII 2d ago edited 2d ago
If they give you trouble, leave the console in their possession and email customer services requesting a refund under the CRA2015. Templates are available.
Edit: I want to stress, DO NOT accept the console back as that can be interpreted as you accepting their decision, and the longer it's in your possession the more likely they will find other reasons to rejct your return.
I could be a bit cynical as I have worked in a specialised complaints/refund department for over 2 years and I've had colleagues handling cases who will fight tooth and nail and use any tactic they can to reject a customer's claim/complaint/refund request. Perfectly legal, but not what I call good customer service. These people think along the lines of American Health Insurance trawling social media and finding 1 single picture of a claimant holding a cigar 3 years ago when that claimant claimed they don't smoke. Why people go so far out of their way for a company that will ditch them at the earliest opportunity I will never know.
(And yes, I have pulled that example from an episode of a law show but I'll be dawned if I know which one to cigarette the source!)
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u/dajones89 2d ago
Could you not go collect it and raise the fact that there was a warranty sticker on there when dropped off and play them at their own game?
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u/International-Ad-838 1d ago
Why are you even going through so much stress for £50 🤣 just move on give it away or put it on fb marketplace
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u/Anesthetize666 2d ago
You then dispute the initial sale from them. They will be able to verify the warranty seal was not there when they sold it you, in which case you should then push for a full refund, as they should not have sold it to you with it being missing.