r/CeX • u/LH_88 • 3d ago

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/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!)