Faulty laptop

bartelbe

Bought a laptop off one of the big online computer sellers, and I found it was faulty. The computer turns itself off without warning, and sometimes won't even restart. What has me worried is their returns policy. Ring the manufacturer support line, only if they agree there is a fault will it be collected. At which point the retailer gets their own engineers to check, and charges us for shipping if they can't find the fault. Which with an intermittant fault, seems quite likely.

Surely this is a non-sense. The sale of goods act says that the goods have to be fit for purpose, and it is the retailers responsibility not manufacturers. As for testing, this seems like a great wheeze. Can't find the fault sir, here is a big bill for shipping.

What can we do if they decide to muck us about? Can we go to the small claims court? The item was paid for on a credit card, does that give us any protection. What are our rights in this situation?

Esqui

First question...how long have you had it?

Also, most retailers are not computer experts, and they are entitled to check it over first - within the first 6 months, the retailer must prove it is NOT inherently faulty, and most retailers have been stung in the past, so won't just take people's words for it. It's not wrong for them to pass you to the manufacturer's helpline, providing they are there to answer any queries or step in if you have any problems. You could get them to contact the manufacturer on your behalf, but I rather suspect that it will not only be a huge amount of hassle getting them to do it, but also that they would need to troubleshoot over the phone with whoever physically has the laptop (you'd be surprised what can be fixed over the phone).

bartelbe

We have had it only a few hours. As for calling the manufacturer, I know enough about computers to tell you that a person in a call center half way across the world will not be able to fix this fault. Besides the law says it is the retailers responsibility, not the manufacturers. As for getting them to test it, fine, but they are threatening to charge me for shipping if they can't replicate the fault. With a fault like this, it is possible that they won't. I can't see one of their engineers running it long enough for it to show up. At which point they end it back and charge us.

neilmcl

Have you actually contacted the retailer yet about this issue. If it is indeed faulty, and its up to the seller to prove otherwise not you, you will at this stage be entitled to a full refund. Who did you buy the laptop from?

Evilm

Return to the store it was bought from under SOGA. Considering it has only been a few hours the responsibility is with the Retailer under the SOGA and it would be their responsibility to prove that it is not an inherent fault.

They should have been willing to refund or replace with no issues. Raise it to the store manager level.