Out of warranty laptop fault

jd87

My 18 month old Compaq laptop has developed a fault, basically the wireless has stopped working on it. After some searching online I have found that this is a very common hardware fault with this particular line of laptops, the Compaq F500 series. It is so common that HP are offering to put the problem right for some people up to 1 year after their first year's warranty has expired, as explained here. The problem is the extended warranty cover only covers certain lucky product numbers, mine is not one of them. What can I do?

I have read of people writing to BBC Watchdog and all sorts of things about the problem. That's how common this is. What's a real way to get it sorted? Sale of Goods Act claim against the retailer perhaps?

I emailed HP about the problem and they basically said "sorry, you do have this problem but your product number isn't covered". They recommended I go to one of their authorised repair people who would charge a stupid amount to fix it. I'd rather just buy a cheap usb wireless thingy but why should I even have to do that? How can they fix it for some people but not for others?

Esqui

Your laptop may not be one of the ones that had a known fault, but that doesn't mean you have no rights.

If you want to look at a repair, you should contact the customer services department of the retailer and explain the problem, and that under the Sale of Goods act, you can claim a remedy for faulty goods for up to 6 years from sale.

They may require you to produce an independent report confirming the fault before they will do the repair.

It may well be easier and quicker to buy a cheap wireless adaptor.

jd87

Thanks Esqui. I've spoken to PC World (the retailer) and they have said exactly what you said. They want to see an "independent engineer's report proving it is a manufacturer's fault". I know it probably is easier to buy a wireless adaptor but I'm starting to think I would like to take this all the way, for two reasons: 1 - I don't want to have to have something sticking out of the side of the laptop all the time. 2 - It's a matter of principle, I want to exercise my rights.

So, does anyone know how I can go about getting some sort of report? Would PC World be likely to accept a letter from one of the IT guys where I work, or a friend who works in IT?

MuddledOfMiddlesex

JD87, good on you for fighting this if you do. I can't add much but as I am having a nightmare with Sony at the moment (see thread from a few days ago), I am thinking the same way. I've already had to get another laptop to work on as they've had mine for ages but it's the principle, companies take consumers for granted especially with electronics, and people need to take a stand (having spent half the afternoon drafting a letter to Sony and dabs.com, I am feeling very militant)...

Esqui

jd87 wrote: »

So, does anyone know how I can go about getting some sort of report? Would PC World be likely to accept a letter from one of the IT guys where I work, or a friend who works in IT?

It's most likely you will have to get a laptop repairer to look at it and produce a report detailing the problem, and that it was caused by poor manufacturing.

A letter from a friend who works in IT would not cut it.

cosmicveg

A letter confirming the fault does not entitle you to free repairs for 6 years.

The 6 year rule is that you have the right to claim a product is faulty due to a manufacturing fault within 6 years of purchase, if this is proven then the retailer is obliged to cover the cost of the repair.

It would be all to easy if we could get a friend to confirm this in a letter, so I would always go to a manufacturer authorised repairer for this, they will charge for this.
If the retailer disagrees with this report then they have the right to send the unit to the manufacturer for further investigation, again at your expense.
If the manufacturer agrees the fault is due to a manufacturing fault then the retailer is obliged to cover the cost of the repair and reimburse you for the cost of both reports.

Alternatively you could buy a wifi adaptor for a few quid and save yourelf so much hassle.

The end result in either case will be your laptop with a working wifi adaptor, one way will cost £20 and is sorted within 24 hours, the other is stressful, potentially very expensive and could reasonabl take months.

My advice is always take any available extended warranty for laptops, you wouldn't buy a laptop from a retailer if it didn't have a warranty so they obviously have some value.

neilmcl

This thread is over 6 months old matey.