Faulty Parts, Firm Letters: A UK PC Builder's Warranty Route

Your new graphics card dies three weeks after you fit it. You ring the retailer, get a call queue, then a form, then silence. In 2026 the runaround is still familiar, but the paper trail matters more than ever. Here is the practical route from first email to small claims, written for UK PC builders rather than lawyers.

First, know what you are actually owed

The Consumer Rights Act 2015 is the backbone here. It says goods must be of satisfactory quality, fit for purpose and as described. That responsibility sits with the retailer, not the manufacturer. A warranty is a bonus promise from the maker; your statutory rights are the law.

In practice, the first 30 days after delivery are the strongest. If a part is faulty, you can reject it and ask for a refund. After 30 days but within six months, the retailer gets one chance to repair or replace it. If that repair or replacement fails, you can ask for a refund. After six months, the burden shifts to you to show the fault was there at purchase. That is not impossible, but it is why evidence matters.

Do not let a retailer tell you to go straight to the manufacturer. For a consumer purchase, your contract is with the seller. They can offer an RMA as a solution, but they cannot erase your rights.

The retailer is your first port of call

Start with the seller, even if the part is still under a manufacturer warranty. Use email or a contact form so you have a record. Include the order number, purchase date, serial number, a clear description of the fault and what you want: repair, replacement or refund. Keep it calm and factual. 'It crashes under load after 20 minutes, here is the Event Viewer log' is stronger than 'it is broken'.

If you bought online, you also have the 14-day distance-selling cancellation right, but that is not the main tool for faulty goods. For faults, the Consumer Rights Act is usually the better route.

High-street purchases work the same in law, but the friction is different. Go in with your receipt and ask for the manager. Get a name and a reference number. If they say they need to send it away, ask for a timescale and a receipt for the part.

Evidence that gets results

Retailers see a lot of vague fault reports. Make yours hard to argue with. Photograph the serial number and the receipt. Record a short video of the fault. Save error logs, GPU-Z screenshots, CrystalDiskInfo results or Event Viewer entries. Keep the original packaging if you have it, but do not panic if you don't; you do not need the box to claim your statutory rights.

If you bought from a marketplace seller, check who the seller actually is. Amazon UK, eBay and CeX all have different processes. With CeX, the warranty is usually handled in-store and their receipt is your proof. With eBay, open a case through the platform if the seller goes quiet. With Amazon, the seller or Amazon itself may be the responsible party depending on the listing.

When the retailer stalls

Send a written complaint and give them a reasonable deadline, usually 14 days. Say what you want and what you will do next. If they ignore you, a letter before action is the next step. This is a formal notice that you intend to take legal action. It often gets a response because it shows you are not going away.

Citizens Advice and Resolver can help you draft letters. For card purchases, Section 75 of the Consumer Credit Act may apply if you paid by credit card and the item cost between £100 and £30,000. Debit card chargeback is a fallback, but it is not guaranteed and time limits apply.

Manufacturer RMA: useful, not a replacement

Manufacturer RMAs can be faster for GPUs, SSDs and motherboards, especially if the retailer is slow. ASUS, MSI, Gigabyte, Corsair, Samsung and WD all run UK RMA portals. You will usually need proof of purchase, a fault description and an RMA number. Some makers ask you to cover postage; keep the receipts.

But remember: accepting an RMA does not automatically settle your claim against the retailer. If the manufacturer offers a repair and you would rather have a refund from the seller, you can still pursue the seller. If you bought used, check whether the manufacturer warranty transfers. Often it does not.

The nuclear options

If the retailer ignores a letter before action, Money Claim Online is the practical route for smaller claims. It is cheap for claims under £500 and the threat alone often unlocks a refund. Keep every email, photo and receipt. A clear timeline is your best evidence.

A quick checklist

• Save the receipt and order confirmation.
• Photograph serial numbers before you fit anything.
• Report faults in writing, not by phone.
• State the remedy you want.
• Give a 14-day deadline.
• Keep packaging and accessories together.
• Do not accept a 'goodwill' repair if you want a refund.
• Escalate to a letter before action, then small claims.

It is not glamorous, but it works. The UK system is on your side if you can show what you bought, when it failed and what you asked for. The retailer's runaround relies on you giving up. A firm paper trail is how you don't.