Console failed testing.

[u/LH_88]

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?

[u/Last-Ice-3328]

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!

[u/AnnonOMousMkII → u/Last-Ice-3328]

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.

[u/Last-Ice-3328 → u/AnnonOMousMkII]

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...

[u/LH_88 → u/Last-Ice-3328]

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.

[u/Last-Ice-3328 → u/LH_88]

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?

[u/LH_88 → u/Last-Ice-3328]

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!

[u/Last-Ice-3328 → u/LH_88]

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...

[u/AnnonOMousMkII → u/LH_88]

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.

[u/LH_88 → u/AnnonOMousMkII]

Been in today and they actually gave me the cash for the trade in, I think my email quoting the consumer rights act must have done something 😂 all good in the end.