broken laptop - currys

whiteclr

hello

my son saved for a laptop which we got him just after xmas last year and its work fine , at the weekend one of the buttons on the key pad has come off, and i cant fix it.
i emailed currys to find out how i got it fixed under the guarantee ,as i brought it online and i got this response;

Thank you for your email dated 15th November 2010.

In order for us to exchange the machine, it would need to be reported faulty to us within 28 days of purchase and for a qualified engineer to verify the fault. After this 28 day period we offer a free of charge repair. However, the manufacturer 12 month warranty only covers for technical faults.

Please feel free to call The TechGuys on 0844 800 6020 for further technical support with your goods. Thank you for taking the time to contact us. I trust that these actions will bring a satisfactory conclusion to this matter

can they do this I thought under guarantee they had to fix things or am i wrong

thanks for your responses in advance , any advice gratfully received

worried_jim

Did you call the tech guys?

Esqui

Yeah, 0844 800 8060 (avoids the voice recognition thing) or if you can find an equivalent. They'll do it.

sirmarcus

whiteclr wrote: »

hello

my son saved for a laptop which we got him just after xmas last year and its work fine , at the weekend one of the buttons on the key pad has come off, and i cant fix it.
i emailed currys to find out how i got it fixed under the guarantee ,as i brought it online and i got this response;

Thank you for your email dated 15th November 2010.

In order for us to exchange the machine, it would need to be reported faulty to us within 28 days of purchase and for a qualified engineer to verify the fault. After this 28 day period we offer a free of charge repair. However, the manufacturer 12 month warranty only covers for technical faults.

Please feel free to call The TechGuys on 0844 800 6020 for further technical support with your goods. Thank you for taking the time to contact us. I trust that these actions will bring a satisfactory conclusion to this matter

can they do this I thought under guarantee they had to fix things or am i wrong

thanks for your responses in advance , any advice gratfully received

Suggest that you escalate and complain to John Browett, Chief Executive Dixons Group / Currys / PC World via sending him an email at [EMAIL="john.browett@dixons.co.uk"]john.browett@dixons.co.uk[/EMAIL].

Good luck and hope this helps.:)

Equaliser123

sirmarcus wrote: »

Suggest that you escalate and complain to John Browett, Chief Executive Dixons Group / Currys / PC World via sending him an email at [EMAIL="john.browett@dixons.co.uk"]john.browett@dixons.co.uk[/EMAIL].

Good luck and hope this helps.:)

Because CEO's really have the time to deal with a button falling off a laptop.

nearlyrich

Button falling off a laptop is not usually covered under warranty, it's a consequence of use, wear and tear call it what you will.

Looks like whoever emailed back is confusing the dead on arrival policy with the warranty policy.

smcaul

nearlyrich wrote: »

Button falling off a laptop is not usually covered under warranty, it's a consequence of use, wear and tear call it what you will.

Looks like whoever emailed back is confusing the dead on arrival policy with the warranty policy.

Since when? A laptop keyboard is designed to be used, that is what it is there for, it is not a cosmetic item!

As with any part of a laptop it should be "durable", if the key has fallen off and there has been no misuse then you are covered fully under the Sale Of Goods Act, but you will need to remind them of this, as Curry's and the the like seem to have their own interpretation of the SOGA!!

nearlyrich

smcaul wrote: »

Since when? A laptop keyboard is designed to be used, that is what it is there for, it is not a cosmetic item!

As with any part of a laptop it should be "durable", if the key has fallen off and there has been no misuse then you are covered fully under the Sale Of Goods Act, but you will need to remind them of this, as Curry's and the the like seem to have their own interpretation of the SOGA!!

As I said it may be classed as misuse and not covered by the warranty. If you damage anything it's not covered under the warranty unless you have purchased an accidental damage warrranty.

megzmam

We bought our 12year old a netbook from curry last year for xmas and within 2 weeks it wasn't working we went back to store and they didn't want to do much about it plus when they were looking at it in store it started to work (how annoying is it when that happens!!) took it home and it happened again this time rang tech guys as we had it covered and they arranged for it to be collected and looked at but when it cameback they said it was working fine!! it stopped working for a third time and my oh exploded and rang and e-mailed head office to complain he must av got someone on a good day cos they said to take it back into store it was bought from for an exchange which we of course did but be got her a different make and model and touch wood its been fine since.
Currys riled my oh so much though that now he won't shop there anymore whether they are cheaper or not he hated their customer service.

Gavin83

megzmam wrote: »

We bought our 12year old a netbook from curry last year for xmas and within 2 weeks it wasn't working we went back to store and they didn't want to do much about it plus when they were looking at it in store it started to work (how annoying is it when that happens!!) took it home and it happened again this time rang tech guys as we had it covered and they arranged for it to be collected and looked at but when it cameback they said it was working fine!! it stopped working for a third time and my oh exploded and rang and e-mailed head office to complain he must av got someone on a good day cos they said to take it back into store it was bought from for an exchange which we of course did but be got her a different make and model and touch wood its been fine since.
Currys riled my oh so much though that now he won't shop there anymore whether they are cheaper or not he hated their customer service.

I really don't see what Currys did wrong, in fact I think they gave you fantastic customer service. You took it into the store and couldn't repeat the fault and they replaced it anyway. What exactly did they do wrong?

High__Flyer_2

megzmam wrote: »

We bought our 12year old a netbook from curry last year for xmas and within 2 weeks it wasn't working we went back to store and they didn't want to do much about it plus when they were looking at..........
..........id but be got her a different make and model and touch wood its been fine since.
Currys riled my oh so much though that now he won't shop there anymore whether they are cheaper or not he hated their customer service.

It's things like this that really annoy me. If you have an intermittent fault and you can't prove it to the company yet they STILL replace it, for you to then go off and shop elsewhere!
It's any wonder why shops are getting rid of their own return policies and only doing what the law tells them to. Gone are the days of companies going over and above what they need to do!