Can I return my laptop?

Legacy_user

I bought a laptop (Sony VAIO) brand new from Laptops Direct (used them before and was perfectly happy, although didn't need after sales so no experience with them) went to pick it up (couldn't try it out) and straight away, I grew to dislike it.

While I do quite like the laptop, and the specs are good for the price, the trackpad is slow, unresponsive and I just find it unusable. I tried it out for a little while to get used to it, but I just can't. Sometimes I'll need to swipe my finger on it 5-6 times to get to one side of the screen (sometimes it doesn't register), and the double tap to click works maybe 2 out of 5 times, and it just gets frustrating trying to use it.

Am I able to return the laptop for this reason? I'm not sure if the trackpad is actually faulty (I don't think it is), or it's just me, but am I able to return it? I installed XP on it, installed Windows 7 fresh (making sure I had drivers for both), reinstalled the default Windows 7 from the recovery partition and it's still sluggish and unresponsive.

I filled in a returns form on the website, for the reason "quality" and got this reply

Your return has now been authorised for collection.
Our Terms and Conditions are as stated below. Please let us know a suitable collection date via our Booking Collection system and we will contact our couriers to have this arranged for you.

• The goods must be in pristine condition (This doesn't apply to goods received as damaged). Software or warranties must not have been registered and all goods must be in their original packaging (Where original packaging was received). If the goods are not in the same condition as received, we reserve the right to either reject your return or charge you a minimum of a 15% restocking fee).
• The goods must be in plain outer packaging. Goods returned without of the original manufacturers box will be rejected.
• The returns reference must be clearly highlighted on this outer package.
• If your product is being returned as faulty, a 10% charge will be applied if no fault is found.
• For laptops and desktops being sent back the Operating System must be restored back to factory settings using the restore disks. Failure to do this will result in an Administration charge of £49 (Does not apply to faulty goods).
• Your goods will be thoroughly checked by our Engineering department and providing all the above requirements have been met, you will receive a replacement or refund within 7-14 days however it can sometimes be sooner than this depending on the nature of your fault.
• Please see our website for full terms and conditions.

I'm just worried they'll get the laptop, say "this is fine" and start charging me fees

Any advice?

4743hudsonj

have you adjusted the speed of your cursor?

http://maximumpcguides.com/windows-7/change-the-mouse-pointer-speed/

Not sure about the double click, do you mean with the trackpad or the hard key? if the former, the i see a lot of people smashing it and wondering why it wont register.... well... because your simply tapping t too hard so its registering a swipe rather than a click. It only needs the faintest of touches as it works off electrical current from your body not pressure.

System

4743hudsonj wrote: »

have you adjusted the speed of your cursor?

http://maximumpcguides.com/windows-7/change-the-mouse-pointer-speed/

Not sure about the double click, do you mean with the trackpad or the hard key? if the former, the i see a lot of people smashing it and wondering why it wont register.... well... because your simply tapping t too hard so its registering a swipe rather than a click. It only needs the faintest of touches as it works off electrical current from your body not pressure.

Yep, tried that but it's not just slow, it moves about randomly, and moving it straight to the right it will jump up and down.

I mean tapping the touchpad, and no I don't do it hard, I do it soft (my old Toshiba laptop touchpad works perfectly)

4743hudsonj

LooieENG wrote: »

Yep, tried that but it's not just slow, it moves about randomly, and moving it straight to the right it will jump up and down.

I mean tapping the touchpad, and no I don't do it hard, I do it soft (my old Toshiba laptop touchpad works perfectly)

Have you tried downloading a different driver? Your could return it but i have a modified driver on my vaio which is better than the original (not that it was bad). Either that or just return it and insist on a replacement or repair.

System

I don't want a replacement or a repair, as I don't think it's actually faulty, just rubbish.

I'd rather get a full refund and buy another Toshiba

4743hudsonj

LooieENG wrote: »

I don't want a replacement or a repair, as I don't think it's actually faulty, just rubbish.

I'd rather get a full refund and buy another Toshiba

To be fair, it does sound faulty, no track pad should act like that, and it would have been fixed at testing stages. If you feel you got a decent laptop (apart from that issue) go for a repair ... it makes sense.

System

Nah, I really don't think it's faulty. Besides, the trackpad isn't even smooth, it has some kind if weird rough texture on it. I just don't like it, do I have a right to return it (not just because I don't like it, but because I find it unusable pretty much)?

I'm worried that they're going to find whatever excuses they can to turn it down, and then charge me fees.

I'm just curious because now they'll have to sell it as used/refurbished won't they, and make a loss?

Thanks

neilmcl

Faulty or not, you can return the laptop for a full refund under the terms of the Distance Selling Regulations, however you have 7 working days from receipt to contact the seller and cancel. You may have to pay the return costs though, depending on their T&Cs.

4743hudsonj

LooieENG wrote: »

Nah, I really don't think it's faulty. Besides, the trackpad isn't even smooth, it has some kind if weird rough texture on it. I just don't like it, do I have a right to return it (not just because I don't like it, but because I find it unusable pretty much)?

I'm worried that they're going to find whatever excuses they can to turn it down, and then charge me fees.

I'm just curious because now they'll have to sell it as used/refurbished won't they, and make a loss?

Thanks

Well unless your within the 7 working day limit for a return under the distance selling regs then no..... By your own admission its not faulty and its just that you "dont like it" hence why your not getting on with it. This is why you should always test a laptop out in nstore even of you have no intention of buying from there.

Thats from a consumer rights perspective anyways, any returns under their own policy is separate so you may be able to use that but must comply to their terms.

System

4743hudsonj wrote: »

Well unless your within the 7 working day limit for a return under the distance selling regs then no..... By your own admission its not faulty and its just that you "dont like it" hence why your not getting on with it. This is why you should always test a laptop out in nstore even of you have no intention of buying from there.

Thats from a consumer rights perspective anyways, any returns under their own policy is separate so you may be able to use that but must comply to their terms.

Well, as well as not liking it, it's not acceptable for a touchpad on a £500+ laptop to jump about and not respond properly. I am within 7 days as well (bought it last thursday)

Also, I'm not sure of any shops that carry every single laptop model in existance, and places like Currys, you can't even try the laptops out properly

nearlyrich

I wasn't aware DSR applied to a "Collected" laptop....