Ebuyer nightmare

sugarspun_2

Hello everybody on these forums we are after some advice please.

My father in law purchased an acer aspire laptop from ebuyer after recomendation from me a few weeks ago and everything was fine for a couple of weeks, then all of a sudden the touchpad stopped working. We searched around on the internet looking to see if it was a simple solution like a button we need to press, we tried everything we found and nothing worked. We then phoned acer to see if they new the problem, all they suggested was a factory restore and after that send the laptop back to them. We then tryed ebuyer because the laptop is under 28 days old. Again they sugested a factory restore, again this did not work. So we sent them the laptop back for them to investigate, and checking their returns poloicy assumed we would be without a laptop for just a few days.

Nearly 2 weeks past before we got a responce from ebuyer, apparantly there is a button on this certain type of acer laptop that toggles the mousepad on and off which had been pressed, how stupid did we feel, but more to the point why the hell did ebuter tech support and acer support not know about this button! So the laptop was sent back to us, according to them on the 1st of december, we did not recive the laptop till the 5th. Took the laptop out off the box , swithced on and nothing, blue lights came on the front but just a blank screen.


So back on the phone to ebuyer customer service, again they can offer no soloution, so again the laptop goes back, grr more waiting!!! This time we want a refund as we need a working laptop so have gone out and bought one from pc world and have lost faith in ebuyer. We then recive an email from their tech department saying our rma request could not be processed due to the 4gb memory stick being missing and could we return it so they could process our return!? Back on the phone to customer service and we explain that not only do we not know what a 4bg memory stick is, their is not a chance in hell we would know how to remove one. We are then practiculy accused of fraud by their customer service department, and told the account is being put under investigation for 30 days!

So thats where we are at now and we are totally confused about where we stand with this. My father in law is £400 out of pocket at this time of year and ebuyer customer services are being totally unhelpfull and are refusing to discuss the matter any further. Feel like this is all my fault as i was the one to recommend them in the first place and where the hell has the 4gb memory stick gone? Any help would be very much appreciated

Ivrytwr3

paragraphs would make this easier to read.

Laz123

I'd take them to the small claims court. Write to to a specific person using special delivery (so the person has to sign) stating your complaint and give them 10 days from receipt to either supply a working replacement or a full refund otherwise you will take them to court.

It doesn't cost much and if they ignore the court they'll have a CCJ against them.

http://www.hmcourts-service.gov.uk/onlineservices/mcol/index.htm

SarahMoon

Laz123 wrote: »

I'd take them to the small claims court. Write to to a specific person using special delivery (so the person has to sign) stating your complaint and give them 10 days from receipt to either supply a working replacement or a full refund otherwise you will take them to court.

It doesn't cost much and if they ignore the court they'll have a CCJ against them.

http://www.hmcourts-service.gov.uk/onlineservices/mcol/index.htm

They don't have to refund under the SoGA as theyve decided to repair? or am I mistaken? I've dealt with ebuyer on one occassion as Barclays use them to replace gadgets they cover and they are slow at dispatch etc.

CHR15

All sounds a mountain being made over nothing.

Original defect - well, there wasn't one, you just didn't read the manual

Second issue, fair enough send it back but if the memory is indeed missing, it is a fair call to request it.

It seems an investigation is the sensible way forward and a repair/replacement will ultimately be offered.

I don't think you can demand a refund so your additional purchase is going to end up being for nothing.

sugarspun_2

We did read the manual and their was nothing about a mouse toggle switch, ebuyer tech support also new nothing about it, and neither did acer support, so what are we supposed to think?

I think are main concern is how do we go about proving that it wasn't us that removed the 4gb ram stick?

CHR15

sugarspun wrote: »

I think are main concern is how do we go about proving that it wasn't us that removed the 4gb ram stick?

Thats the problem, you can see both sides to this.
Ebuyer must have this tried on many times so it comes down to trust.
It could have been removed the first time it went back by some dodgy repairer, or you removed it yourself.

I feel that ultimately they will give you the benefit of the doubt and either replace the memory, or replace the laptop. I think you will be extremely fortunate if you managed to get a refund.

oldagetraveller

I thnk you will find there is reference to the touchpad on/off button in the literature that came with the machine. There should be pictures and indicators as to what everything does and/or is. It's situated right next to the pad on mine (Acer Aspire) and even without referring to the instructuions it's fairly obvious what it is.
When you press it there is also a big icon on the screen, very difficult to miss, indicating the operation and the actual button illuminates when the pad is isolated. I would have thought most recent Acer laptops are similar?
I suspect the RAM will just be replaced and no refund offered.

DCFC79

Can i ask what but ebuyer say is missing, is it a 4GB stick of ram which is what goes inside the laptop or a 4GB usb memory stick which is connected via usb on the side of the laptop

williham

DCFC79 wrote: »

Can i ask what but ebuyer say is missing, is it a 4GB stick of ram which is what goes inside the laptop or a 4GB usb memory stick which is connected via usb on the side of the laptop

Why on earth would they be saying it was missing a usb stick!?
Obviously it's the ram..

SarahMoon

FN and F7 would have got your touchpad working, Failing that FN and F1 would have shown the quick list and then you could see what key combo would enable your touchpad