Consumer Rights: MoneySavingExpert.com discussion

Art_2

joyandrich wrote:

Ever felt helpless?? Not sure where to turn now.

We're a small start-up business which relies on technology; and when the supplier lets you down...... I felt other people should know what they might be in for if they buy an Acer laptop.

However good your laptop is, it's often the technical support, warranty and customer service that makes the difference between a good and an atrocious customer experience.

I received a NEW Acer laptop via insurance 3 weeks ago and from start to finish its been the worst consumer experience I have had. When the lap top arrived on the Friday the LCD screen switched on briefly but then went blank, on the Monday I called insurance, who referred to Computer source, who referred to Acer. they do not have any cooling off periods as such and because they have no outlets they cannot so say supply a new laptop even though this was supposed to be a new laptop. It went back on The Thursday, the insurance said since it was reported within 5 days of receiving they have to repair within 72 hours or replace. When calling Acer they are rude and unhelpful. They lied about the delivery date of the laptop to them to buy them more time until DHL confirmed delivery date, time and signature. Then returned it supposedly fixed on Friday pm, but surprise surprise it won’t turn on so nothing has been done. So basically am back to square one. No one seems to be able to take responsibility, no one will talk to me or help me. I have no comeback as it wasn’t me who paid for it on my credit card.

Can anyone help me??? Acers warranty says that you have no consumer rights except their. How can they be allowed to trade if they don’t comply with UK trading standards?

Thanks Joy

If Acer are trading in the UK then they come under the UK law and you have all the protection of the Sale of Goods Act.

When you say you got the laptop from insurance, do you mean it was as a result of a claim you put in? If so, the insurance company is the retailer and they are the ones to sort out this problem. Write to them telling them that the goods are not of merchantable quality and you look to them to sort it out. If they don't I suggest a Small claims Court hearing.

The other thing you should do is write to the credit card company. I assume the original laptop was paid for with a card. The credit card is jointly responsible for the product.

Regards,
Art.

ScottishSapper

Hi Joy, Sorry to hear your problems. Acer are a UK company so are bound by the Sale of Goods Act.
They list 0870 phone numbers but you should be able to contact them on normal numbers; the Head Office is 0208 2833000 (fax 0208 2833001) And the Customer service is 01752 243914/01752 243906
There is also a number for Acer Notebooks 01484 319819
Head Office (Sales and Marketing):
Acer UK Limited
Acer House
Heathrow Boulevard III
282 Bath Road
West Drayton
Middlesex
UB7 0DQ

Acer (Esplex Technical Service and Repairs)
Unit M
Eagle Road
Plympton
Plymouth
England
PL7 5JY
0870 853 1000

Not quite sure who you actually purchased the laptop from but I think you should send a Recorded letter to everyone you mention setting out the fualts and your complaint stating you now wish a full refund (or a replacement NEW laptop).

Can you not ask the person who's credit card that was used to try getting a refund?

Good luck

Frank

Yesterday is History, Tomorrow is a mystery .....
But Today is the first day of the rest of your life

joyandrich

Dear Art and Frank,

Thanks so much for the advice, This laptop was provided by the insurance as part of my household items. The problem is the pru have out sourced any IT related claims to Computer source who check that things are unfixable and then they source a replacement laptop.

So you see im tied up between the three of them and feel im losing the battle. I will try the head office numbers tomorrow.... watch this space. Joy

Art_2

joyandrich wrote:

Dear Art and Frank,

Thanks so much for the advice, This laptop was provided by the insurance as part of my household items. The problem is the pru have out sourced any IT related claims to Computer source who check that things are unfixable and then they source a replacement laptop.

So you see im tied up between the three of them and feel im losing the battle. I will try the head office numbers tomorrow.... watch this space. Joy

Hi,
As I said in my earlier post, and repeated by scottishsapper, the responbibility is the Pru's. Insist they deal with it or tell them you will take them to the Small Claims Court. Speak to a senior person in their customer service and then confirm in writing.

I also suggested that you should get the credit card company involved. If they think it's going to cost them money they will try to help you. I guess the credit card was used to purchase the laptop after the Pru paid out on the claim. Is this right?

Regards,
Art.

wifeforlife

Thanks so much Art & Frank

I'm putting everything in writing as I have tried over the phone and they're sticking to there word saying it wasnt worded that it was coming. I still think its false advertising and I really want the printer haha

The monitor is a 15.4 monitor how would I know if its widescreeen? Although it says it is on the user manual (yes I actually read them)

You are absolute gems, I'm useless at this sort of thing

Thanks again
Catherine

Art_2

cathy2702 wrote:

Thanks so much Art & Frank

I'm putting everything in writing as I have tried over the phone and they're sticking to there word saying it wasnt worded that it was coming. I still think its false advertising and I really want the printer haha

The monitor is a 15.4 monitor how would I know if its widescreeen? Although it says it is on the user manual (yes I actually read them)

You are absolute gems, I'm useless at this sort of thing

Thanks again
Catherine

Something else I would do if I were you is to report the matter to the Advertising Standards Authority. Take a copy of the page on Littlewood's site in case they change it because of your complaint. send this with your complaint to the ASA.

Regards,
Art.

ScottishSapper

ScottishSapper wrote:

Having read the article and browsed the postings I am almost certain of the consumer rights. But before I go in guns blazing, I would like a little confirmation or other pointers.

A friend who lives in Luton purchased from Toys R Us a Medion notebook in October 2005. Within 6 weeks it had problems and she went back to the shop and was told it was down to the manufacturer to sort it and not Toys R Us. When she told me this I said as far as I knew under the Sale of Goods Act it was down to the retailer but when she went back they refused to help.

The following is a short version of events:

The problems since purchase are:

Within 6 weeks of purchase the notebook would not charge the battery; nor would it work connected direct to the mains. After Toys R Us refused to assist and she returned it to the manufacture where it was away over the Xmas period for almost 4 weeks.

Shortly after this the problem returned and the manufacturer sent out a new connection lead.

Just before the end of the warranty in October the problem returned and the notebook was again returned to the manufacturer. When it was returned the keypad was loose (in fact actually comes away from the housing) and the keys do not respond. When the manufacturer was contacted was informed that it was out of warranty and any costs for repair would have to be paid for. On top of that they had completely wiped the hard drive resulting in the loss of some data but irreplaceable were around 200 digital photos taken during a recent family holiday.

And the crunch came on Sunday the 19th November when the original fault reappeared.

The question is does she pursue this with the retailer (Toys R Us) or the manufacturer (Medion). It is obvious (to me) that the good are and were faulty and at the very least she should have a replacement.

Have tried to keep this as short as possible, so thanks for reading and any advice would be greatly welcomed

Yes! Phone call from Medion this afternoon. They have accepted fault is theirs. New Laptop being delivered by courier on Friday:T
However still no reply from Toys R Us

heatherw_01

Does anyone know what the Tesco's policy is for refunds on games consoles?

I cannot seem to find there in store policy online.

ScottishSapper

heatherw_01 wrote:

Does anyone know what the Tesco's policy is for refunds on games consoles?

I cannot seem to find there in store policy online.

Hi Heather
It seems that the details online are for Tesco.com Never had to return anything to a store but I would assume that it is mostly the same as for shopping with them online.
It would also depend on your reason for returning it;
If the goods are faulty then the Sale of Goods Act is straight forward, return to store requesting a refund (or if you want a replacement). If it's that you have changed your mind then the store may do the same as for online shopping ie
(copy and paste from their online terms) No Fault with product
If there is no fault with the product, the item(s) must be returned 'as sold' in its original packaging with all components intact within 14 days of receipt.
Hope this helps

heatherw_01

Thank you, yes it does seem just to be the policy for the website but as you say it must be similar in store.

Will have to go in store I guess and see what the sign says.

Thanks for your help