3rd party sellers on Jb-Hi-Fi website

Hi all,

Looking for some advice. I bought a laptop through the JB Hi-Fi website, which I later found out was sold by a third-party seller (not stocked in-store).

I’ve had the laptop for about 5 months and unfortunately damaged the screen in an accident. I was advised that to maintain the warranty, I needed to send it to the manufacturer for repair, which I did.

The issue is, the manufacturer has now had the laptop for six weeks with no update on repair costs or timeframe. I’ve contacted the third-party seller multiple times, but I keep getting the same generic response that they’ll get back to me when they have a price.

JB Hi-Fi hasn’t been helpful either they’ve said they’ll escalate it, but nothing comes from it.

To make matters more frustrating, I’ve since received a quote from a local repairer who could fix it within three business days at a reasonable cost but if I did this I void my warranty.

At this point, I have no idea where my laptop is or what’s happening with it. Am I within my rights to request it be returned to me? And if i don’t receive a response consider it stolen? What are my options.