Acer laptop, 13 mnths old, broken again

lizziemay

Can anyone tell me what my rights are please? I bought an Acer laptop 13 mnths ago, I sent it back for repair in September as the screen had become wobbly and kept going blank. They realigned some screws, the same problem reoccurred in October, I sent it back again. This time they replaced the lcd screen. In the last few days the screen has become loose again, then when I went to close it last night, there was a loud crack and the casing on the screen has separated. I can't close it at all now because when I try to it forces the front casing away from the back.
I'm convinced that this is part of the same problem as it involves the hinges again. I spoke to Acer today, and emailed them they are refusing to do a free repair as it is a different fault and out of warranty.
Regardless of whether this is a new fault or not, surely my laptop should last more than 13 mnths.
PS It is used by adults and hasn't been roughly handled.

If anyone could advise me of my rights I would be really grateful.

neilmcl

Your warranty may have finished but you still have rights regarding a repair or possible replacement but you need to contact the retailer from whom you bought the laptop. You may have some remedy under the Sale of Goods Act 1979 from the retailer.

lizziemay

Hi Neil, thanks, does it matter that the repairs were carried out direct with Acer and I didn't contact the supplier at all about any faults?
I bought it over the internet from buyitdirect.co.uk I hope I have the same rights.
PS I paid by credit card, will this help?

lizziemay

Just checked their website, I'll phone customer services tomorrow.

hlw88

I had an acer, several years ago now. Glad I took out the extended warranty because it went wrong 5 times in 2 years. In the end I gave up on it and retired it to the attic.
The repair team at acer took a lifetime to repair and send it back...almost months at a time. However because of the length of time that they had the laptop they did extend my warranty by 3 months when i requested it.

Might be worth a try?

lizziemay

Thanks, good idea, they must have had it at least a month for both the repairs.

magpiecottage

If you paid by credit (rather than debit) card, then if the retailer refuses to rectify it you can ask the credit card provider to do so.

If they refuse you can take them to the Financial Ombudsman Service (free).

lizziemay

Thanks Magpie, I did pay by credit card but didn't realise I could claim from them after the warranty had run out.

lizziemay

Quick update, I phoned 'buyitdirect' today, they told me to get an independent report on it, if I can then prove that the same fault has occurred, they will repair it free of charge.
I quoted the sale of goods act and that the laptop should be expected to last longer than 13 mnths, I said that I wasn't prepared to pay for a report. I am now waiting for the manager to phone me back.

Tozer

lizziemay wrote: »

Quick update, I phoned 'buyitdirect' today, they told me to get an independent report on it, if I can then prove that the same fault has occurred, they will repair it free of charge.
I quoted the sale of goods act and that the laptop should be expected to last longer than 13 mnths, I said that I wasn't prepared to pay for a report. I am now waiting for the manager to phone me back.

As it is more than 6 months old, the burden of proof is on you. However, if I were you, I would suggest that the cost of the report is likely to be fairly high and that they would have to pay for it if it proves that there is an inherent defect.

Esqui

lizziemay wrote: »

Quick update, I phoned 'buyitdirect' today, they told me to get an independent report on it, if I can then prove that the same fault has occurred, they will repair it free of charge.
I quoted the sale of goods act and that the laptop should be expected to last longer than 13 mnths, I said that I wasn't prepared to pay for a report. I am now waiting for the manager to phone me back.

I must echo Tozer...you would have to prove an inherent fault now. If you're not prepared to pay for a report, you're not prepared to prove it's faulty.

Bear in mind, they must refund the cost of the report if it does indeed prove a fault