John lewis computer hell

awalton

I purchased a computer from John Lewis feb 2009 for £600.00 - I bought from them as thought as expensive item they will be there for back up, they recommended this brand. They didn't have any left in store so they ordered one for me to be sent to my home address. Within 6 weeks the computer crashed, they sent me a new one then from july the new one keeps crashing. John Lewis told me to go to Acer the first time I had to upload microsoft again as Acer told me. Then in November the screen went blank, John Lewis told me to go to Acer who I sent it to them they told me it was stuck in hibernate and a common problem that will need to go back to them each time. In december it crashed again, again I rang John Lewis who said it is not our problem for the first year call Acer. I returned to Acer who now want to charge me £70 as they say it is a software problem, I have asked them to return it unrepaired. I have emailed John Lewis who tell me they are sorry but it is not there problem and I have to pay, as the first year it is the manufacturer.
help, help, help, help

custardy

the problem you have is there is nothing wrong with the machine
by its very nature you can put loads of software on a PC
you cant expect all to be covered by Acer/JL
all Acer will do is format and reinstall the operating system

smcaul

I think you really need to find out from ACER what they think the problem is! Is it the same fault everytime?

Unusual for a PC to continue crashing time after time even after a reload of Windows, unless there is something else causing the problem, such as the RAM or motherboard having faults, or the hard drive being on its way out!!!

The fault really needs to be diagnosed fully before I think you can go much further - it is all too easy for companies to blame a "software" fault as being the problem when quite often it is not (failing hard drives can give some very unusual behaviour for instance!!).

Keep on ant JL and remind them that under the SOGA they are responsible not the manufacturer.

vyle

What store are you going to? At the branch I work at, we send all computers back to Acer directly. That being said, some manufacturers won't look at the item without a fault number which needs to be got from the manufacturer.

Blackpool_Saver

I would like to know exactly what you have installed and more to the point not installed before this crash occurred, how many people use the machine and what it is used for?

awalton

Welling ordered it thru John Lewis Direct as had none instore, They tell me the Acer recovery is missing???, but wouldn't know how to get rid of it and can't understand why last time Acer tell me it was stuck in hibernate, but this time doing the same thing they tell me the Acer recovery is missing and want to charge £70.00 to put it back on.

smcaul

Well if Acer recovery is missing I would suggest they messed up on a previous repair or the hard drive is/has failed!!!

From your posts it would seem that you would not have the knowledge of how to remove a hidden partition on the hard drive (where the ACER recovery would reside), this would suggest to me that something more then software is the problem!!!!

jimkenyon

Your contract is with John Lewis - not Acer. If there is a problem then they have to sort it - they shouldn't be telling you to go to Acer. Tell them about the Sale of Goods Act.

However, if it is a software problem due to you installing other software then the responsibility will be yours as there is nothing wrong with the hardware.

vyle

awalton wrote: »

Welling ordered it thru John Lewis Direct as had none instore, They tell me the Acer recovery is missing???, but wouldn't know how to get rid of it and can't understand why last time Acer tell me it was stuck in hibernate, but this time doing the same thing they tell me the Acer recovery is missing and want to charge £70.00 to put it back on.

If you can, take it to your nearest store with your purchase details and speak to somebody on the Audio department. They'll have more knowledge of what could be wrong and may be able to send it to Acer with a satisfactory error note than somebody in the website's call centre.

jimkenyon wrote: »

Your contract is with John Lewis - not Acer. If there is a problem then they have to sort it - they shouldn't be telling you to go to Acer. Tell them about the Sale of Goods Act.

However, if it is a software problem due to you installing other software then the responsibility will be yours as there is nothing wrong with the hardware.

Now, let's not be hasty. I had to do a lot of research on this sort of matter last week. Yes, the contract is with the company, but if OP invokes SOGA with JL, as it's been more than six months, they will have to prove it was not an inherent fault.

The first year warranty is with Acer, and as such, Acer can stipulate whatever they like. If it has to be returned to them for the warranty, then it has to be returned to them. The warranty is in addition to statuary rights and has its own terms and conditions.

The confusing thing is that with JL, the second year's warranty is with them.

BUT, as I said, I'd either phone, or (preferably) take the laptop to the nearest branch, as the best thing to do with any technical problem is to take it to the people who specialise in that field, rather than dealing with somebody who is following a script and knows no more than you do.

Mankysteve

If you believe there is hardware fault if I was you I would have the unit looked at by an repair independent engineer, then take up you complaint with John lewis your contract is with them not Acer (although it usually works in your favour to go straight to manufacture that's what John Lewis would do anyway) you should be able to claim the money back from them if a hardware fault is found. Acer don't usually supply recover recovery disk it hidden on a partition on your hard drive which you have to activate by going into the Bios.

awalton

Thanks I like the idea of getting it looked at independently, Either that or may have to have a sit in at John Lewis until they do something.