Acer laptop, 13 mnths old, broken again

neilmcl

As you've already been advised, by other posters and now the retailer, it's up to you to prove that the problem is due to an inherent fault. If you want to take this further you really need to get an independent engineers report done.

lizziemay

lizziemay wrote: »

Hi, thought I'd do another update.
I have had the report from the computer shop, it basically says that in their opinion, the original fault had been overlooked (one of the hinges was far too stiff, resulting in the plastic cracking) and had it been rectified in the first place, it would not have developed the same fault.
The shop faxed the report and an estimate for repairs through to Buyitdirect. I spoke to someone at the company and they said that the manager would have to look at it, but they wouldn't talk to me on the phone. It has taken the manager a week to look at the report, and although I'm still not allowed to speak to her, she has apparently sent me a letter today. I'm not allowed to know what the letter says though, until I receive it... it must be a secret!
So, I have another question if anyone can advise me. If they are going to refuse to repair it (which I think they will) do I still deal with them, or go back to acer who overlooked the original fault?
I would be very grateful for any advice.

Thanks Neil, I thought that the report from the computer shop proved that the problem occurred within the warranty period, isn't that good enough or does an inherent fault mean it has to have been there all along?

neilmcl

The fault had to exist at the time of purchase.

Q1. What is an inherent fault?
A fault present at the time of purchase. Examples are:
• an error in design so that a product is manufactured incorrectly
• an error in manufacturing where a faulty component was inserted.
The "fault" may not become apparent immediately but it was there at the time of sale and so the product was not of satisfactory standard.

lizziemay

Ok thanks, so I probably can't prove that the hinge was too stiff when I bought it, but as acer failed to fix the hinge when I returned it under warranty, surely I must have some sort of right to claim from someone, if so, who? Should it be Acer or the retailer who I bought it from?

lizziemay

Am I being unreasonable in expecting a laptop that I paid £650 for to last more than 13 mnths?

lizziemay

Sorry to keep posting, but no matter what I say to the retailer they don't want to know. I've just read about claiming from the credit card that I paid with, is this an easier route to take, and can anyone tell me how to go about it please?