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  • FIRST POST
    • SalarySlave
    • By SalarySlave 3rd Jul 17, 1:52 PM
    • 59Posts
    • 40Thanks
    SalarySlave
    Bought Laptop from PC World, now faulty
    • #1
    • 3rd Jul 17, 1:52 PM
    Bought Laptop from PC World, now faulty 3rd Jul 17 at 1:52 PM
    HI All

    I bought a hp 13-s150sa from PC world in feb 2016. It is faulty and it seems to be the motherboard. I took it back to get them to fix it and they just looked at the model number and said we are unable to fix issues with this model, sorry.

    I took it somewhere else and they confirmed it is the motherboard and that it has been discontinued. He said he can source another one at a price of £170 and £60 for him then to fit it. This seems like a high price for a fairly new laptop.

    I am looking for advice on this matter, do I just pay the money, or contact HP to see if they can do something for free, or would I be better buying a new laptop.

    Thanks in advance
Page 1
    • wealdroam
    • By wealdroam 3rd Jul 17, 1:59 PM
    • 18,640 Posts
    • 15,521 Thanks
    wealdroam
    • #2
    • 3rd Jul 17, 1:59 PM
    • #2
    • 3rd Jul 17, 1:59 PM
    HI All

    I bought a hp 13-s150sa from PC world in feb 2016. It is faulty and it seems to be the motherboard. I took it back to get them to fix it and they just looked at the model number and said we are unable to fix issues with this model, sorry.

    I took it somewhere else and they confirmed it is the motherboard and that it has been discontinued. He said he can source another one at a price of £170 and £60 for him then to fit it. This seems like a high price for a fairly new laptop.

    I am looking for advice on this matter, do I just pay the money, or contact HP to see if they can do something for free, or would I be better buying a new laptop.

    Thanks in advance
    Originally posted by SalarySlave
    Have a read of MSE's Consumer Rights guide.
    In there you will see that you have up to six years from the sale to seek a remedy from the seller.

    I would suggest that you get a board guide to move this thread to The Consumer Rights Board for further opinions.
    • grumpycrab
    • By grumpycrab 3rd Jul 17, 2:12 PM
    • 3,063 Posts
    • 1,372 Thanks
    grumpycrab
    • #3
    • 3rd Jul 17, 2:12 PM
    • #3
    • 3rd Jul 17, 2:12 PM
    hp 13-s150sa
    Originally posted by SalarySlave
    check warranty status (just in case its 2 years?)
    https://support.hp.com/us-en/product/hp-pavilion-13-s100-x360-convertible-pc/8499316/model/9044220/manuals

    If it is outside warranty, you face a long hard slog with PC World to get anything back. Have you got the time, patience, resilience? Go for it!
    Hi, we’ve had to remove your signature because somebody complained that the information contained within it was too helpful.
    • johndough
    • By johndough 3rd Jul 17, 3:56 PM
    • 633 Posts
    • 246 Thanks
    johndough
    • #4
    • 3rd Jul 17, 3:56 PM
    • #4
    • 3rd Jul 17, 3:56 PM
    Hi

    My HP has a lot of HP stuff stuffed in with it. Diagnostics for instance.

    You don't say much about the fault, and PC World having a hands off approach is not unexpected. The local PC place have confirmed the motherboard fault and given a cost to repair, so maybe it is the motherboard. Maybe something else.

    HP (https://support.hp.com/ie-en/product/hp-pavilion-13-s100-x360-convertible-pc/8499316/model/9044220/troubleshooting)
    may be more fruitful.

    https://support.hp.com/ie-en/contact-hp/product/HP-Pavilion-13-s100-x360-Convertible-PC/8499316/model/9044220

    If in doubt please ask.
    • DavidP24
    • By DavidP24 4th Jul 17, 5:12 PM
    • 1,941 Posts
    • 1,144 Thanks
    DavidP24
    • #5
    • 4th Jul 17, 5:12 PM
    • #5
    • 4th Jul 17, 5:12 PM
    HI All

    I bought a hp 13-s150sa from PC world in feb 2016. It is faulty and it seems to be the motherboard. I took it back to get them to fix it and they just looked at the model number and said we are unable to fix issues with this model, sorry.

    I took it somewhere else and they confirmed it is the motherboard and that it has been discontinued. He said he can source another one at a price of £170 and £60 for him then to fit it. This seems like a high price for a fairly new laptop.

    I am looking for advice on this matter, do I just pay the money, or contact HP to see if they can do something for free, or would I be better buying a new laptop.

    Thanks in advance
    Originally posted by SalarySlave
    I am not surprised that you were not provided with your legal rights at Currys PC World, I have heard similar things on BBC Consumer shows dozens of times.

    It is quite simple, your contract is with Currys PC World, not the manufacturer, not another shop.

    It is a statutory right that a product has to last for a reasonable period of time, as well as be fit for purpose and of reasonable quality.

    Now based on the price you paid you can reasonable expect a Laptop to last up to 10 years, this was illustrated on a recent case where Dell replaced a £3000 gaming laptop after it failed to repair it.

    As a rule of thumb you can expect 5 years under £500, 8 years up to £800 and 10 years above that, a good way to demonstrate this is to go into PC World as if you are a buyer. Tell them you have a Laptop that cost you £300 and is still working well at 10 years, then ask "How long can I expect these Laptops to last" you will get all sorts of figures and of course they will try to sell you a warranty but if you say to them you are not wasting your money on that again and just want the most reliable brand you will see.

    Now the way Statutory rights work is that in the first month you have absolute right to reject faulty goods, the consumer thread will say that it has to be an inherent problem at time of manufacture, but in this thread we know that PC's generally do not go badly wrong unless it is a manufacturing defect, however, you would be wise to video the problem, get diags to show it too,

    In the first six months (excluding the 30 days) the Supplier must prove it is not a manufacturing fault and in the second six months it is for you to show it is a manufacturing defect. You do this by getting a 3rd party report from a company that is VAT registered to document the fault and specify it is hardware, which mostly is you are concerned about. They should ideally specify that it is a manufacturing defect which is always the case with hardware that does not work for a reasonable period. The evidence for the is the MTBF of the components, this is mean time between failures. In the event that the machine had a manufacturing defect the supplier (PC World) has to pay for that report and shipping. You are responsible for backup of your data and should NOT assume you will get the same machine back.

    Now the maths, if Currys PC World do not want to repair/replace then they can offer a credit/refund.

    If your machine has a reasonable life expectancy of 5 years which is 60 months and it lasted 16 months then you work it out like this assuming price of Laptop £500

    500 / 60 months) = 8.33 per month * 14 months = £116.66 - £500 you paid = -383.33 Credit owed.

    So they would owe you £383.33 as you only had £116.66 worth of use from the machine and it is a reasonable expectation for it to last 5 years.

    This has nothing to do with warranty, it is your statutory right and your contract is with PC World so they are liable.

    I would start by informing their press office that you plan to share their failure to honour their obligations under the law unless they wish to appoint someone to deal with your complaint, add that you will take action in the small claims Court for recovery of the £383.33 plus the cost of the report.

    You could do this in the shop, see the manager and have a voice that carries, but do not go till you are armed with the knowledge of the fault. You say is the MB but you need something in writing.

    You can then offer PC World the chance to repair/replace or if they say they need the expert report you say fine, but you are paying for it if it proves what we both know. If you want at that time you can suggest you will accept £383.33 as a credit on any machine (not one over a certain price) as long as you get to keep the hard disk for security reasons.
    Thanks, don't you just hate people with sigs !
    • SalarySlave
    • By SalarySlave 11th Jul 17, 4:02 PM
    • 59 Posts
    • 40 Thanks
    SalarySlave
    • #6
    • 11th Jul 17, 4:02 PM
    • #6
    • 11th Jul 17, 4:02 PM
    Hi Guys

    Sorry for the long wait before my reply, but I did not want to post anything until I had news. I have been spending a lot of time lately on the phone with PC world lately and today I finally have some good news. PC world have agreed to send me a voucher for a depreciated value of £291.43. Although not as high as some calculations, this is an amount I am willing to accept.

    Thank you all so much for your help and advice, especially to DavidP24.
    • grumpycrab
    • By grumpycrab 11th Jul 17, 4:40 PM
    • 3,063 Posts
    • 1,372 Thanks
    grumpycrab
    • #7
    • 11th Jul 17, 4:40 PM
    • #7
    • 11th Jul 17, 4:40 PM
    PC world have agreed to send me a voucher for a depreciated value of £291.43.
    Originally posted by SalarySlave
    Well done. Must have been hard work.
    Hi, we’ve had to remove your signature because somebody complained that the information contained within it was too helpful.
    • DavidP24
    • By DavidP24 11th Jul 17, 7:16 PM
    • 1,941 Posts
    • 1,144 Thanks
    DavidP24
    • #8
    • 11th Jul 17, 7:16 PM
    • #8
    • 11th Jul 17, 7:16 PM
    Excellent News!

    What matters is you are happy.
    Thanks, don't you just hate people with sigs !
    • debitcardmayhem
    • By debitcardmayhem 11th Jul 17, 8:23 PM
    • 8,115 Posts
    • 6,136 Thanks
    debitcardmayhem
    • #9
    • 11th Jul 17, 8:23 PM
    • #9
    • 11th Jul 17, 8:23 PM
    Sadly I don't agree with the chaps above , I would want a cheque for the £291.43 I don't think that it is acceptable for them to expect you to spend more money on their poor service, or is that just me since my knowledge of consumer law is non-existant
    • ididntgetwhereiamtoday
    • By ididntgetwhereiamtoday 12th Jul 17, 8:15 AM
    • 947 Posts
    • 763 Thanks
    ididntgetwhereiamtoday
    Well, at least you know now not to shop at Currys again.
    I didn't get where i am today by not reading moneysavingexpert.com
    • DoaM
    • By DoaM 12th Jul 17, 9:20 AM
    • 2,752 Posts
    • 2,766 Thanks
    DoaM
    Well, at least you know now not to shop at Currys again.
    Originally posted by ididntgetwhereiamtoday
    ???

    How else will the OP spend a Currys voucher/gift card?
    Diary of a madman
    Walk the line again today
    Entries of confusion
    Dear diary, I'm here to stay
    • DavidP24
    • By DavidP24 12th Jul 17, 9:30 AM
    • 1,941 Posts
    • 1,144 Thanks
    DavidP24
    Sadly I don't agree with the chaps above , I would want a cheque for the £291.43 I don't think that it is acceptable for them to expect you to spend more money on their poor service, or is that just me since my knowledge of consumer law is non-existant
    Originally posted by debitcardmayhem
    You are right and I agree with you, he is entitled to a refund in cash or via the method of payment made if credit card, but he has said he is happy with that, personally I would have held out for the full amount and in cash but not everyone has my persistence.

    Currys PC World have appeared on consumer programmes so many times that their game is up, each time the Press Dept says "We have a training issue" when their staff deny people their consumer rights. It is important to report them to your local trading standards who are collating data and will be able to use it to get Currys PC World fined.

    The Competitions and Markets Authority should take note, this is what happens when you allow big players to merge to the point where there is no proper competition.

    They can't seem to see the obvious outcomes, for example with the Tesco Booker proposed buy out. Tesco would be able to control the price of food in local shops and thus make their own offerings seem better value despite the fact that they increase prices.

    Once the voucher is spent I am sure the OP will never want to deal with Currys PC World again and will inform his social circle of same.
    Thanks, don't you just hate people with sigs !
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