Help! Want to return a crappy laptop

MrsPitcher2b

I bought an ACER 5732z online from Additions direct, it arrived yesterday and in the first hour it froze 5 times, i had to reboot to get it going.

It then kept connecting and disconnecting to my wireless network, when it was connected it would take ages to load a page, if it got there. Half the time it would load for about 5 mins then say it lost connection. Got my other half to look at it this afternoon he said it seemed ok, and yes it did stop freezing and internet was ok for a while but now keeps losing connection again (i have typed this 3 times now!!) and takes ages to load a page. Is this a common problem. They say they wont return it until the fault is confirmed with ACER but i work until 6 and their helpline says they shut at 5:30 so by the time i get home i never get the time to call them so i dont see how i am going to resolve this

The laptop isnt all that either, i thought it had a webcam and it doesnt, and for 500 it was overpriced! Which i know is my mistake as i didnt read it properly but surely i have a 7 day period?

Only problem is i have opened it, but i didnt know it was faulty when i opened it!!

Do i have a right to return, as i dont want to return the item and them not give me my money back and i be stuck with the bill and no laptop.

drsquirrel

Unless you know what you are doing, it will be hard for you to pin it down as an hardware fault. Faults like this in Windows especially are not uncommon and if we could return a machine back for every bug/issue/whatever no one would have a machine for longer than a few months.

Faults with wireless are dependant on so many variables, and wireless can be temperamental just because of a change in the wind or that neighbour that likes to play with radio frequencies and exposed magnetron...

Does the advert/box say it has a webcam? If not you have no options on this.


But...
Considering you bought it online, and it's under 7 days, you could return it under the basis of DSR... you may have to pay the return postage (read their T&Cs), but they should refund you the laptop+postage(to you) cost. It doesn't matter if you have opened it (unless you mean the laptop casing itself!)

Amistoso_2

drsquirrel wrote: »

Unless you know what you are doing, it will be hard for you to pin it down as an hardware fault. Faults like this in Windows especially are not uncommon and if we could return a machine back for every bug/issue/whatever no one would have a machine for longer than a few months.

Faults with wireless are dependant on so many variables, and wireless can be temperamental just because of a change in the wind or that neighbour that likes to play with radio frequencies and exposed magnetron...

Does the advert/box say it has a webcam? If not you have no options on this.


But...
Considering you bought it online, and it's under 7 days, you could return it under the basis of DSR... you may have to pay the return postage (read their T&Cs), but they should refund you the laptop+postage(to you) cost. It doesn't matter if you have opened it (unless you mean the laptop casing itself!)

I think it does matter that it's been opened and used!! they ask you to return it in the condition in which you received it, if someone has been using it for a few hours then it isn't new anymore, you'd have to return it as faulty and that is hugely debatable...
As for the webcam issue, well sorry but you should have taken more time to read the spec. By all means call the company you purchased it from but I think they may make it hard for you to return

MrsPitcher2b

Thanks for the replies, just to clarify i dont want to return the laptop because it hasnt got a webcam!!

The fact is its got 4Gb RAM and 500Gb hard drive and it is slower than my old HP laptop which has 1GB RAM and only a 120Gb hard drive. I cant see how that is possible?! There is nothing on the laptop i have not downloaded anything.

They said they will return it as faulty as long as acer confirm the fault but i am at work (now until half 5) so i am not home in time to call acer, i need the laptop with me and i can hardly sit at my desk with my laptop trying to get them to sort out the fault!

Amistoso_2

MrsPitcher2b wrote: »

Thanks for the replies, just to clarify i dont want to return the laptop because it hasnt got a webcam!!

The fact is its got 4Gb RAM and 500Gb hard drive and it is slower than my old HP laptop which has 1GB RAM and only a 120Gb hard drive. I cant see how that is possible?! There is nothing on the laptop i have not downloaded anything.

They said they will return it as faulty as long as acer confirm the fault but i am at work (now until half 5) so i am not home in time to call acer, i need the laptop with me and i can hardly sit at my desk with my laptop trying to get them to sort out the fault!

Sorry but seems they are being perfectly reasonable about it! someone would have needed to be in to sign for the laptop so I'm assuming you could manage to get someone to be in to go through the fault on the phone? or do it on your day off, I'm assuing you don't work 7 days a week?
I don't know what else you expect them to do?

Annisele

Consumer Direct publishes some information about the DSR and when you can return items under it here, and a template letter here. If you can return it under the DSR, you won't have to show that it's faulty - but you'll have to get a move on about returning it as you don't have long. Consumer Direct can give further advice on 08454 04 05 06.

The size of the hard drive shouldn't affect how well the machine performs. The amount of RAM might (depending on how much you are using) but the type of RAM often has more of an effect than the amount. Other things that might affect the machine's speed (and its perceived speed): processor speed, processor type, operating system, browser, graphics card...

Judith_W

If you have had it for less than 7 days and you bought it online you are allowed to try it out and return it under DSR.

shellsuit

Did you set it up properly first and run/download all the updates etc?

Amistoso_2

Judith_W wrote: »

If you have had it for less than 7 days and you bought it online you are allowed to try it out and return it under DSR.

No, your allowed to inspect the goods as you would in a store, how many people do you know that can go into currys/pc world etc and connect to the internet?

neilmcl

Amistoso wrote: »

I think it does matter that it's been opened and used!! they ask you to return it in the condition in which you received it, if someone has been using it for a few hours then it isn't new anymore, you'd have to return it as faulty and that is hugely debatable...
As for the webcam issue, well sorry but you should have taken more time to read the spec. By all means call the company you purchased it from but I think they may make it hard for you to return

The DSRs do not specify that goods have to be returned in a "new" condition. All that is required is that the buyer takes reasonable care of the goods whilst in their possesion. The consumer must have the ability to fully inspect AND assess the product.

OP, the DSRs are the way forward with this but you must cancel withing 7 working days, so get a move on.

Also, read this http://www.oft.gov.uk/shared_oft/business_leaflets/general/oft698.pdf

Amistoso_2

neilmcl wrote: »

The DSRs do not specify that goods have to be returned in a "new" condition. All that is required is that the buyer takes reasonable care of the goods whilst in their possesion. The consumer must have the ability to fully inspect AND assess the product.

No thats true, but my thinking of it was that your not meant to have input any data etc onto it, or opened any softwear etc (would that not include going on the internet? I'm asking as I'm not sure, didn't think that was allowed) and have to return in the condition in which it was received.
If it is faulty (which is what the OP is thinking) then they should be able to go over that with tech support and return as faulty

The reason I'm thinking that is because when I went to buy my laptop from Currys I asked about returns etc and they said I could take it out to look at it but once I had connected it to the internet or put anything onto it, could only return if faulty