Problem with a laptop bought from Argos

djb215

thecookiemonster wrote: »

It clearly states on Argos's website that you cannot take a laptop back within 30 days if you have changed your mind.

However the following applies to any item that becomes faulty regardless of whether it is exempt from the 30 day money back guarantee:-

If there's a fault with the product...


We've made it easier!

• If you bring it back to us within 30 days with your proof of purchase*, we'll give you a
  replacement or a refund.
• If you've had the product for up to 1 year, we'll repair the product or, if that's not possible, give you a replacement or, if that's not possible, a refund.
• Please note that all large kitchen appliances are excluded from our 30 day guarantee, but if your item develops a fault within 30 days, call us on 0845 640 0800 and one of our agents will assist you with your problem. If faulty and if it cannot be repaired we will arrange a replacement free of charge or you can opt for a refund.
• This does not affect your statutory rights.

Yes you're correct that the 30-day moneyback guarantee does not affect your statutory rights, however the item still needs to be tested in store.

Stores are seing a major increase in customers claiming faults with items which have been used once and no longer required or have been misused for example, so electrical items are tested in store to see if there is a visible fault. If there is no visible fault and the customer still insists that the fault is present then it may need to be tested for a longer period of time (for example 1-2 hours) - I know in our store as we are situated on a retail park the manager suggests that the customer goes and does their shopping whilst the item is tested.

I'm not quibbling with you saying it's faulty, but it is not economical for stores to give replacement laptops/refunds "willy nilly" soley based on the feedback of the customer.

Is it still flickering? Your best bet would be to try (if you can) to maybe capture it on your mobile phone if it takes videos? Then take the laptop back with you and see what happens?

Keep us informed - good luck!

thecookiemonster_2

djb215 wrote: »

Yes you're correct that the 30-day moneyback guarantee does not affect your statutory rights, however the item still needs to be tested in store.

Stores are seing a major increase in customers claiming faults with items which have been used once and no longer required or have been misused for example, so electrical items are tested in store to see if there is a visible fault. If there is no visible fault and the customer still insists that the fault is present then it may need to be tested for a longer period of time (for example 1-2 hours) - I know in our store as we are situated on a retail park the manager suggests that the customer goes and does their shopping whilst the item is tested.

I'm not quibbling with you saying it's faulty, but it is not economical for stores to give replacement laptops/refunds "willy nilly" soley based on the feedback of the customer.

Is it still flickering? Your best bet would be to try (if you can) to maybe capture it on your mobile phone if it takes videos? Then take the laptop back with you and see what happens?

Keep us informed - good luck!

I totally understand what you are saying, However i would not be making all this effort if the laptop was not faulty, I would not be looking for advice on forums and i wouldn't be sending 4 or 5 letters to Argos and going into the store and trying to exchange the item if it was not faulty.

I just expected better from Argos over a product that is only a few days old because if it goes to court then i am confident of winning and if that were to happen then it would cost Argos a lot more than just swapping over a laptop.

I think it is in their best interests to just do a like for like replacement and get the matter resolved, I am only giving them 7 days to resolve it otherwise i will begin legal proceedings against them.

In the past i have found Argos ok but i am feeling disillusioned by their attitude and refusal to swap this item over, not very good customer service in my opinion and in today's world where the economic downturn is affecting business' then companys with poor customer service will struggle even more.

thecookiemonster_2

---

UPDATE

---

I sent an email to the managing director earlier and received a quick reply from their PA saying the following:-

I am very sorry you have had to resort to writing to the managing director, and I would like to apologise for the problem with your faulty laptop and the difficulty you are experiencing in returning it for a replacement.

The managing director is in a meeting at the moment, but to ensure this receives prompt attention I will pass it onto a colleague in her executive resolutions team who I am confident will be in touch with you shortly to find an appropriate course of action.

Many apologies for the inconvenience this fault has caused. I can assure you that we will work hard to find a solution for you quickly. Thank you for bringing it to our attention

Hopefully now they will sort out the situation, does it sound like they are backing down and might offer me a replacement?.

zootscoot

It sounds promising.

Incidentally under the Civil Procedure Rules you are required to give 28 days notice in writing before bringing your claim. You don't want to give them the chance to strike out your claim on a technicality. Hopefully though it won't come to that.

Keep the pressure up and keep us updated.

Mar.cresham

By right seen you where asking for the same item they sould of just swapped it has in are store if someone brings it back looking same item that makes it clear to us that something is not right otherwise why would the person want the same and we just swap it if its within the 30 days like yours was.

Looks like you just got a we fly guy who thinks he knows all we get alot of them working with us

thecookiemonster_2

---

UPDATE

---

I got an email this morning from someone at Head Office who said they were personally dealing with this matter and they told me that they had arranged with the store to hold a laptop for me so i could take mine back and exchange it.

This afternoon i finally managed to exchange the laptop, they said it was a goodwill gesture however we all know otherwise, they didn't really have a leg to stand on did they? Plus they knew if it went to court i would have won and it would have cost them a lot of money.

I was also told by the person from Head Office that they would be sending me a personal apology a long with some vouchers, not sure how much probably £10 or something like that.

zootscoot

Excellent result! Well done

Tozer

zootscoot wrote: »

It sounds promising.

Incidentally under the Civil Procedure Rules you are required to give 28 days notice in writing before bringing your claim. You don't want to give them the chance to strike out your claim on a technicality. Hopefully though it won't come to that.

Keep the pressure up and keep us updated.

Just for the record, this is not correct. CPR does not specify a time limit in cases like this.

And there are no powers to strike out for failing to provide a letter before action.