Advice Needed regarding HP Laptop Complaint

kittieme0w

Okay bit of a long one, and sorry in advance if I've posted this in the wrong place but:

I bought a HP Laptop from PCWorld last May (2008). A few weeks back, the heatsink and fan broke and HP said because it was still under the 1 year warranty, they would fix it free of charge. So they pick it up via courier, fix it and send it back.

Only when i get it back, I discover it is actually more broken than when I sent it off!!!!
The release catch had been broken and took me THREE HOURS to open it - when I finally manage to open it, I discover the casing around the keyboard area is loose and the right hand hinge between the keyboard and screen areas is unaligned and making a cracking sound with the very slightest movement.

So i phoned them back again complaining; explained that I work from home and am losing money the whole time my laptop is in repair because I need it for my work, that it should not have come back in this state, etc.
They offer to repair it again, but when I ask for compensation they refuse me - I was also refused a temporary replacement laptop whilst my one is sent away again. I just keep getting passed from pillar to post with trying to complain.

To top it all off, yesterday the courier was supposed to pick it up again but never did - when I phoned the place asking why; they accused ME of not answering my door. Hmm funny as I was in all day and would have heard the intercom buzzer if it had gone. Then I got fobbed off with excuses.

I'm really annoyed with this now and was just wondering if anyone has any ideas of how I should complain, what to say in a complaint letter, etc please? It's doing my head in!!!!


Thanks x

gjchester

If you bought it in store take it to PCworld in store and shout if required.

Sale of goods act says your contract is with the retailer NOT the maker, and wislt childish, getting loud in store about the lousy warranty service and repairs is more likely to make them do something to make you shut up and stop putting off customers.

With regards to a replacment/ compensation out of luck unless you bought a business grade laptop. You pay more for business models usually as they have a shorter repair period.

Couriers erm, yes well it happens nothing you can do about it really, complaints usually fall on deaf ears for couriers.

miniemma

I find the best way to get any sort of helpful answer from any company these days is to write directly to their head office.

This has worked satisfactorily for me with John Lewis Direct, BT and Sky.

kittieme0w

Thanks for the replies

Well I didn't take out extended warranty, it is however covered by a year's warranty and obviously it's under a year old - so I'm gonna try writing a letter to head office - if no reply within 28 days then I guess its kicking off time at PC world eh!

Thanks again for replying so quickly to me!