Laptop Repair / Replacement Issue

kaidiez

I will omit the company name at least for the moment. Sorry for the length of this post I suspect it will be quite long.

I recently sent back a laptop to an online retailer as it developed a fault shortly after buying it (within 24 hours )

I contacted the retailer and got it sent back under warranty. Being the impatient soul I am after about 2 business days I contacted them to ask for an update and was told that they have no more in stock and I will be given a refund.

I immediately responded that I didnt want a refund, that their website says they still have x amount of stock and I do not understand why they cannot send back to the manufacturer.

After no reply I called up and was told that they no longer have my laptop and it has been sent away as it was DOA. I told the support staff member that it was not DOA as it worked when I got it and it was only a minor fault.

The list of reasons why I could not get a replacement or a repair are as follows:

I was told that there was no stock to provide a replacement.

I was also told that my netbook that I bought and still own could not be returned because they no longer had it, because it was DOA.

They claimed the unit was DOA.They claimed that because the unit was DOA that I was not entitled to a warranty.
They claimed that the disclaimer states the DOA aspect of thier terms which was detailed in the email about the RMA. Disclaimer:
Disclaimer: Please be advised that <company> reserves the right to refuse credit if product is not in a satisfactory condition, complete packaging and accessories are not made available and/or fault described is not diagnosed.


I was also told that because the price had increased I was not entitled to a replacement.

After a few more calls I could not get back through to the technical support team so I used saynoto0870 and used a landline number. At this point I was given yet another number for the technical team, when they answered I was told that this was not the company and it was his home phone...!

After a ton of calls, and speakign to various people I managed to get a number for the manager, he called me back and told me theres nothing they can do but will try call their suppliers to get the laptop back as even in its broken state I could use it or get it fixed via HP.

Today I got a call from them saying that they could not get it back but they have one that was returned by a customer and was only bought on the 18th. The only issue it has is the power supply is broken and a new one will need to be provided which will take 8-10 days.

I said OK as long as it was new i.e. no scratches or marks on it.
Should I accept this offer? My friends say it is second hand stock and I shouldnt accept it as I paid for a new one. This got me thinking as I do not know what state it is in under the surface, it could potentially have a fault created by the previous owner.
Should I ask them to buy me a new one i.e. credit me the amount to buy from an alternate source?
Something else?

Any help is appreciated as at the moment I feel cheated somewhere during this process.

tifo

since they've sent away the laptop you still legally own, they have a duty to put you in the same position you were before, i.e. provide the same or an alternative laptop of equal spec.

Esqui

Surely OP has exercised right of rejection after such a short period of time? I'm not sure how things work after this time, but I'd take the refund and go elsewhere, quite frankly.

kaidiez

I should have just sent back to HP like my gut told me to

If it was the same price I would have instantly took the refund but it would cost me another £50 that I dont have to replace it.

Atm i think ill just take the replacement unless someone can tell me why its a stupid idea.

This is the last time I use this company, I should have known better when they cancelled my original order without telling me.

Esqui

As long as the replacement is guaranteed as new, and they have properly reimaged it, then it's the better of the two options for yourself.

adam.mt

Ignore the troll.

Fergie76

sirmarcus wrote: »

Don't give up !

Suggest that you escalate and complain to Mark Hurd, HP CEO & President via sending him an email at [EMAIL="mark.hurd&#64;hp.com"]mark.hurd@hp.com[/EMAIL].

It is worth a try.

Good luck and hope this helps.

Has this clown not been banned yet?

neilmcl

Fergie76 wrote: »

Has this clown not been banned yet?

Has anyone reported him though.

unholyangel

neilmcl wrote: »

Has anyone reported him though.

Are his posts actually against site rules? Or just generally idiotic (although the latter is a given).

Although IMO it does contravene the purpose of the topic - which is consumer rights.

As for contacting HP, you'll likely find they'll tell the OP its not their problem, given that the OP didnt purchase the laptop from them directly.

And for the OP, go through the correct complaints procedure escalating only when the need arises. If you go straight to the CEO/MD of a company and are told no, you're basically stuffed as who is going to overrule the boss? If you go through the correct procedure, you have more chances of convincing them to do the right thing.

neilmcl

unholyangel wrote: »

Are his posts actually against site rules? Or just generally idiotic (although the latter is a given).

Although IMO it does contravene the purpose of the topic - which is consumer rights..

I'd say it does go against forum rules as his posts are generally inappropriate and certainly goes against forum etiquette.

Sandoval

While I think sirmarcus is as much of a plank as the next person, I don't think it would be fair to ban him as he isn't actually doing anything wrong.

Admittedly does have a peculiar fetish for posting CEO contact details but he isn't going against any board policy that I'm aware of.

He's just an amusing annoyance!