Is this reasonable, what are my rights?

Jakg

A lot of laptops are dropped or the chargers are kicked which break the ports - it's perfectly reasonable to be expected to pay for the repair if it's a result of accidental damage.

I think, before you send off threatening letters about the SOGA, you should let them look at first...

ABH_3

Jakg wrote: »

A lot of laptops are dropped or the chargers are kicked which break the ports - it's perfectly reasonable to be expected to pay for the repair if it's a result of accidental damage.

I think, before you send off threatening letters about the SOGA, you should let them look at first...

I said that, or are you hinting that I ought to have put it in bold or something?

Go on, own up. I can just about take it.... (now where did I leave my Kleenex!)

Jakg

Screw you, stop hiding good points in walls of text

ABH_3

Jakg wrote: »

Screw you, stop hiding good points in walls of text

I'll try, can't promise... I'll try though (skulks away with head down):D

SMC_2

ABH wrote: »

Ok, AIUI you've got some guy\company coming to collect the laptop and repair it? Or at least inform you as to whether they think you've 'abused' this usually means 'knocked or dropped' laptop and its pressed something into the appropriate hole and therefore pushed the male\female (one fits inside the other) connector further in than it would be expected to be. If they surmise the only way this can or could have happened is abuse.

Then I suggest you tell them not to go any further and instead determine whether it's going to be prohibitively too expensive to just pay for the repair, if so write a letter to the seller\vendor explaining that you don't think the laptop they supplied you meets with the criteria laid out under the sales of goods act relating to durability specifically that it's not durable enough that when the port is used as per the manufacturers specification to push\pull the required connector that it has failed. Inform them that you will be looking towards them solving the problem without charging yourself, as to do so would require you to take them to court for damages in order to reimburse you for the out of pocket expenses for a repair that isn't your fault. This assumes of course you've not let your x year old baby spend a couple of hours pushing a pencil into the very hole that your supposing isn't durable enough to last the life of the laptop.

Of course if you hadn't stopped them and they retrieve a pencil lead or a half bent paper clip out of that particular area, you're sunk and will be paying for a repair! But that should be enough to convince them you know what you're doing\writing about. Just mention 'Sales Of Goods Act 1979 as revised... laptop parts durability etc' or use one of the template letters on the sites suggested, or call consumer direct and they will tell you what to write etc. Chances are it will be a bit of solder and the laptop will be back with you, but just in case it's not it's good to be prepared isn't it? So take a photo or two of the 'damaged areas' before handing the laptop over to the repair guy, just to be on the safe side. If you've got a witness to the extent of any damage\failing to the laptop that might help too.

Good luck.

Thank you.

They have collected the laptop and will be contacting me before repair if they deem it has been accidentally damaged.

There has been NO accidental damage, no babies or children to have tampered with it, in my eyes the port has failed.

So now i just need to wait and see.

SMC_2

Well it has been an interesting week with regards to the repair.

Got an e-mail last week which I saw while on holiday and attached to the e-mail was a proposal for the repair, they said it was a chargable repair. The proposal said next to nothing apart from the price, all they said was wrong was "lower case damaged"

So I replied confirming that there had been no accidental damage so was at a loss as to why it was a chargable repair as regardless of them acting as manufacturer or repair agent for the seller the issue should be covered by warranty or more accurately the years guarantee plus I didn't think them stating "lower case damaged" was enough information as to what they had found to be wrong.

After a few e-mail where I stated similar arguments each time as they kept missing my point they replied saying they were actually techincal department and this issue wasn't technical and if I wished to dispute this I had to use a different e-mail address. So I sent an e-mail to this other section, explained it all using similar arguments of 9 months old, not merchantable quality etc.....

Came home last night to find a letter which said my complaint had been received and I would hear within 10 days. So this morning I get a phone call from them. They guy told me he could give me more information as to the fault, the pin that the power connector goes into had broken off, that in their eyes is damage (they will insist on using word damage for accidental damage) and not a fault. I argued with him about it for quite a while, he insisted damage had taken place or connector not put in properly, assured him that neither was the case, I am very capable of putting power cable into connector properly etc...... Kept telling me the pin is soldered in so no way it could just become faulty, does he think I am stupid???? Soldering is not bloomin perfect!!!

Eventually I could see I was getting no-where so told him I would pay as I need the laptop back but am not happy and would be taking it further. He then contradicted himself, I asked where their head office is and he said it was in heathrow area but all complaints come to them as they are the escalation deptartment and I said and then in the next breath he said well they were actually just the Infoteam who run the warranty for the manufacturer.

Anyway I know I was probably wrong to pay but I need the laptop back but I do intend to fight for a refund as their whole attitude has been awful, the lack of information regarding the fault was ridiculous and by insisting there is damage and not a fault they are effectively calling me a liar

SMC_2

Well my laptop is due to be delivered back to me today.

I have been in touch with Consumer Direct and to be honest they weren't overly optimistic that I had a case. I have gone back to them with further information as you can only put so much in the initial online form.

I just feel that 3 faults in the 9 months I have had the laptop shows the laptop was not of merchantable quality.

thornbridge

Hope it all works out for you.

Just out of intrest what make is it and where did you purchase it from.

SMC_2

thornbridge wrote: »

Hope it all works out for you.

Just out of intrest what make is it and where did you purchase it from.

Thanks thornbridge. It is an Acer laptop and was purchased online from Misco. The repairs are dealt with by Acer InfoTeam.

Laptop was delivered back to me today. It is fixed but no paperwork with it or receipt for my payment which strikes me as yet another example of their poor CS.

Maybe I am being really petty now but the laptop was not even switched off correctly. When I switched on it went through the resuming windows boot up as opposed to the start up, so it had obviously just been put on hibernate or lid closed. :rolleyes:

thornbridge

That was good of them not. Great customer service as you say. Think I'll make a note of them and avoid in the future.

Good luck with the repair