A British consumer purchased a laptop on-line from an Irish trader. The product started suffering from random shut-downs 18 months after purchase. The consumer contacted the trader, but was advised that the warranty had expired and the repair could not be carried out free of charge. The consumer obtained an independent report, stating the fault was down to general hardware failure or manufacturer defect, and sought the assistance of ECC UK. The consumer’s complaint was then brought to the attention of ECC Ireland, who contacted the trader to inform him of his legal obligations to the consumer. The trader agreed to repair the laptop free of charge.


An Irish consumer purchased two memory sticks online from a UK-based trader. When the goods arrived, the consumer tested them both and found that they had only 8GB of storage as opposed to the 32GB advertised. The consumer returned the memory sticks as instructed by the trader for a full refund. The trader confirmed receipt of the goods but had yet to issue a refund. After a few weeks the consumer sought the assistance from ECC Ireland. The details of the complaint were passed on to our UK office which contacted the trader on the consumer’s behalf. As a result of this contact the consumer received a full refund.


A Spanish consumer ordered an MP3 player and a laptop from an Irish trader. One week after receiving the products the MP3 player ceased to work. The product was returned to the trader for repair. The trader charged the consumer for a new MP3 player, claiming that the original product could not be repaired because it had been in contact with water. The consumer was not consulted about the charge and disputed the trader’s assessment of the cause of damage to the product. The consumer contacted the trader asking for proof that the malfunction was not due to a product defect and requested reimbursement of the cost of the replacement MP3 player. Following contact from ECC Ireland the trader reimbursed the consumer.