Consumer Rights: MoneySavingExpert.com discussion

Equaliser123

DLE wrote: »

Hi,
I bought a satnav a week ago from Halfords to use for work as I'm a courier driver. I have used it a couple of times and do not find the satnav to be efficent enough for my job. A few times it has tried to take me the wrong way and down roads that are not for public vehicles - this is not ideal when I have deadlines to meet. I have rang Halfords as I wanted to exchange for another make and they say that Satnav's cannot be returned and there is nothing they can do for me. I am now stuck with a satnav that is not good enough for my job and I just wondered if I was in my right to take it back and exchange it?
(Not sure how to use the forum's so I hope it's in the right place)

Thanks

Sounds like any Satnav!

Unless it is faulty or otherwise not as described, there is little you can do.

Freepost

Hi, I purchase a laptop computer for my Son in december'08 as a Christmas present. Today, fourteen months after purchase it fails to power up - its completely dead. Since it only came with a twelve month warranty but considering the SOGA what are my options, can I insist on a replacement, a full refund, a repair or perhaps nothing:(.

Your thoughts will be most welcome.

Art_2

Freepost wrote: »

Hi, I purchase a laptop computer for my Son in december'08 as a Christmas present. Today, fourteen months after purchase it fails to power up - its completely dead. Since it only came with a twelve month warranty but considering the SOGA what are my options, can I insist on a replacement, a full refund, a repair or perhaps nothing:(.

Your thoughts will be most welcome.

You have no automatic rights to anything. It really depends what is wrong with it. Initially speak to the retailer about it and see what they have to say.

Regards,
Art.

Freepost

Art wrote: »

You have no automatic rights to anything.

DO you mean that I have no protection through the SOGA? The Laptop cost in excess of five hundred pounds, it surely can not be considered the norm for if to cease to function after fourteen months. The MTBF of electrical components in such a product must be measured in years else we are all in trouble! Perhaps my question wasn't so clear else I've asked the wrong question or I'm in the wrong forum.

F.

Art_2

Freepost wrote: »

DO you mean that I have no protection through the SOGA? The Laptop cost in excess of five hundred pounds, it surely can not be considered the norm for if to cease to function after fourteen months. The MTBF of electrical components in such a product must be measured in years else we are all in trouble! Perhaps my question wasn't so clear else I've asked the wrong question or I'm in the wrong forum.

F.

It all depends on why it has stopped working. One possibility is that you may have caused the problem. That's why I suggested speaking to the retailer to see his reaction first.

You may have to obtain an independent report to determine the exact nature of the problem so that you can decide if the retailer is responsible.

Regards,
Art.

Freepost

OK I have received the suppliers response which is as follows:

I am sorry to learn of the problem that you have experienced with your item.

Unfortunately, we are not a repair centre and would therefore not be able to repair the item for you. The warranty on this item was 12 months and is direct with the manufacturer, if it is a problem with the a power adaptor, I am sure HP will be able to arrange for one of these to be sent out to you and they will exchange it for the faulty unit.
Please could you contact the following number 0844 369 0369, where I am sure you will find they should be able to help and resolve the issue for you.

Kindest regards

I have to say that the response is pretty much what I expected, it's out of warranty and they are not interested! I didn't expect them to be benevolent in any way. With regard to the fault in the Laptop it is due to a failure of an electrical component not something that I have caused. Of course I appreciate that I can not prove this without disassembling the product which at this stage I don't want to do. I was hoping that I would receive some info about how to apply the sale of goods act. The supplier won't do anything unless I am able to persuade them to do so. Consequently I need leverage, a knowledge of how to apply the SOGA. I believe that all the electrical components in side the Laptop will have a Mean Time Between Failures of several years in which case the Durability of the Laptop is severely hampered. Additionally, having looked at the FAQ for the SOGA, there is a mention of an inherent fault.....

1. What is an inherent fault?
Q1. What is an inherent fault?
A fault present at the time of purchase. Examples are:
• an error in design so that a product is manufactured incorrectly
• an error in manufacturing where a faulty component was inserted.
The "fault" may not become apparent immediately but it was there at the time of sale and so the product was not of satisfactory standard.

this would seem to match my scenario. What do you think, your thoughts would be most appreciated.

F.

custardy

why not contact HP first?

derrick

custardy wrote: »

why not contact HP first?

And if you do, try one of these geo numbers first in place of the rip off 0844 number the supplier gave you, ( these are from the "saynot0870 site, but are in the "unverified listings").

0191 493 5307 Customer Care or ask for Technical Support
01925 260060 Repair team

Freepost

custardy wrote: »

why not contact HP first?

Thank you for your suggestion. I did start to think about contacting HP directly but the more I looked at the SOGA the clearer it became that the manufacturer is not at all liable, the supplier is. Now it may be that if I contact HP directly, they may well agree that 14 months use of the product before it stop working is not reasonable. and may agree to repair it FOC but this lets the supplier of the hook and I'm not sure I want to do that at this stage, they're good at taking the money but don't want any responsibility afterwards - I don't like that! Sure I want the Laptop repaired but I want to exhaust this first.

F.

OlliesDad

Freepost wrote: »

Thank you for your suggestion. I did start to think about contacting HP directly but the more I looked at the SOGA the clearer it became that the manufacturer is not at all liable, the supplier is. Now it may be that if I contact HP directly, they may well agree that 14 months use of the product before it stop working is not reasonable. and may agree to repair it FOC but this lets the supplier of the hook and I'm not sure I want to do that at this stage, they're good at taking the money but don't want any responsibility afterwards - I don't like that! Sure I want the Laptop repaired but I want to exhaust this first.

F.

To take it further with the retailer you will need to have evidence that it is an inherent fault. This is normally done by obtaining an independent engineer report stating that it is not due to wear and tear or misuse.

While it can be annoying letting the retailer off the hook, i would suggest you try HP as they may be more than willing to help you with out an hassle. Also remember that if the independent engineer found it was misuse, you will be out of pocket.