Can this be right???

minxtress

Spoken to their Cust Serv this morning who advised it does seem harsh sending it back for repair and it is down to the store to use thier discresion in cases like this and she would speak to them
Store just rang me to advise manager not in til 1 and he can only make the decision but that it is unlikely he would as they may then be charged by FS for the repair if they send it back to them, and even though she understands this isnt my problem she was just pre warning me.
I have slept on this overnight though and decided im not willing to accept any repair off them, i want a new laptop not a reconditioned one.

tobybowes

minxtress wrote: »

Irrespective of the 8 week time scale I shouldnt have to contact Fujitsu they have sold me a faulty laptop.

minxtress wrote:

but advised me to switch it on when i got it home to do all the updates etc to save time on xmas day, which I did.

From these two quotes i see conflictions, if you managed to switch the laptop on to install updates, which will of taken an hour or two at least (im guessing its ms windows lol), and didnt spot a fault, then i would geuess the fault wasn't originally there. What may of happened is the fan may of come away from the motherboard due to being knocked even slightly, sending it back is the best way, it's annoying but at least you'll know its done right and it'll be free.

Its unfortunate that it happened during christmas but this is the usual, even if you bought from PCWorld if you dont buy thier extended warrenty then they usually send them off (and theyve even got a workshop in most stores but shows just how "green" and useless they are lol).

Hope you get your issue fixed soon

FloFlo

minxtress wrote: »

Spoken to their Cust Serv this morning who advised it does seem harsh sending it back for repair and it is down to the store to use thier discresion in cases like this and she would speak to them
Store just rang me to advise manager not in til 1 and he can only make the decision but that it is unlikely he would as they may then be charged by FS for the repair if they send it back to them, and even though she understands this isnt my problem she was just pre warning me.
I have slept on this overnight though and decided im not willing to accept any repair off them, i want a new laptop not a reconditioned one.

Your contract is with staples not fujitsu, make them organise tnhe repair hopefully they will refund or replace if its easier for them.

As fo Head office saying stores discression that would not impress me I would want to speak to someone senior there.

Hope it is resolved to your satisfaction.

zenseeker

Dicatflip wrote: »

staples should be offering an instant exchange. the laptop is obviously faulty.

They do not have to offer an exchange if they feel that the item can easily be repaired.

Dicatflip

they obviously have no care for their future business if this is how faulty goods are dealt with in that case.
get a refund and go to pc world. far better customer service in my experience. i think you will find i actually said they SHOULD offer an instant exchange - not they "HAVE TO".
hth. x

Masquerade_2

Dicatflip wrote: »

they obviously have no care for their future business if this is how faulty goods are dealt with in that case.
get a refund and go to pc world. far better customer service in my experience. i think you will find i actually said they SHOULD offer an instant exchange - not they "HAVE TO".
hth. x

I agree the customer service is much better at PC World. To my surprise they recently replaced a Digital Photo Frame which went wrong after four months. I was expecting to have to deal with it directly with the manufacturer under the guarantee so I pleasantly surprised when PC World replaced without any hassle at all. Very impressed.

Unfortunately I cannot say the same for Comet who let me down when I found myself in an identical situation as the OP. Their customer service was absolutely apalling and because of that I will never step foot in the place again!

jayok

Think I will avoid Staples and Fujitsu laptops in the future

minxtress

Well... I have just arrived home from Staples for the 2nd time today. The manager was very understanding when I first spoke to him but didnt seem to want to budge on the matter, so I visited the store in person and BINGO he changed his mind and offered me a different laptop of the same value which unfortunately they didnt have any in stock with similar specifications, so he let me have one that cost £100 more and is better specs and made by Asus at no extra cost and went and collected it from a different branch himself!!! I am in shock to say the least.
Id like to thank everyone on here for thier fantastic advice and support and im in no doubt that the advice and my printed off copy of the Sale of Goods act 1979 helped me no end with my battle so thanks for that aswell.
Il be very wary about buying early next year unless I get it written on the receipt that it is a xmas gift!
Thanks once again everyone.

Masquerade_2

Well done. I am glad you got it sorted. Gold star to Staples I say!

krystal-divination

great news !

looks like you got the same result as i did with my issue

see it pays to negotiate

well done !