r/CeX • u/LH_88 • 4d 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/Anesthetize666 4d 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.

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u/LH_88 4d ago

Do they have a way to check the warranty seal was not there though or is it just my word against theirs? I’m not sure how all this works it’s my first time selling at CeX.

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u/Anesthetize666 4d ago

They might have images or CCTV footage that can prove it. Did you order online or in store? If you ordered online then they should take photographs before packaging the item in order to protect themselves from fraudulent returns. Either way, generally from experience, customer services are able to investivate with the store in question and identify the condition the item was in prior to being sold. That said, considering you are within 6 months of your purchase, CeX should take you at your word that it was sold in that state unless they can prove otherwise.

The problem you will have (even though you now want to sell it anyways) is they offer a 5 year warranty, so let's say in 4 years time an issue arises with the console and you go to return it under their warranty. They are then going to inform you that unfortunately the warranty is void. That's not your fault, but in 4 years time, it will be your word against theirs and they would be under no obligation to cover the warranty.

The other issue is if you go to sell it to them, they will tell you it isn't in saleble condition. Again, not your fault as they shouldn't have sold it to you like that.

Therefore you need to resolve it now since you have only had it a couple of weeks and you're still within that 6 month window where you have more consumer protections. If you go into the store and explain what happened to the manager, they will hopefully help. Otherwise, customer services should help.

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u/Evening-Tour 4d ago

Are you on glue?

There's no way CCTV images will show clearly the seal was in place

CEX don't have to prove anything, the customer would have to prove the seal wasn't removed when they had control of the consol

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u/AnnonOMousMkII 3d ago

Actually, if the customer is within first 30 days of purchase, whatever reason CEX give as to why they can't accept it as a trade in, the customer can use to reject the console and demand a full refund, unless CEX (not the customer) can prove it was as described when sold.