*UPDATE* Laptop bought from Carphone Warehouse-repair centre issues

Toodle

Hi all, I was wondering if anyone could advise us?

In November we bought a Hanspree Netbook from the Carphone Warehouse.

On the 27th November the screen seemed to have lost the pixels (?) on one half of it. We contacted Carphone Warehouse who said to take it in to be repaired.

We took it in on the same day and was told it needed the screen replacing and the repair would be completed and ready for collection instore within 2-3 weeks.

After not hearing from them in the allotted 3 weeks we went into the store, where the staff told us it wasn't repaired and awaiting parts, to give it another week, as then 28 days would have elapsed and they could send check-up requests to the repair centre.

Fast forwards to the 22nd December and a member of staff at the repair centre told us over the phone that it was repaired and packaged up awaiting return to our local store, and that it had had a new screen and hard drive fitted.

Yesterday we called our local store to see if it had been returned to them and after checking the system they told us that it was awaiting parts. We were told to call back today.

Today my husband's spent over an hour on the phone to them, being passed from pillar to post, according to staff in customer support it was showing in the notes as repair completed on the 22nd December, yet we're still being told it's awaiting parts, the left click button apparantly.

It seems odd that it was repaired and awaiting return to us for them to remove it from its' packaging and discover an issue (that it didn't have when it left here) with the left click.

We can't seem to make any headway with staff, Customer Support insist that we need to speak with the repair centre, the repair centre insist that it's Customer Supports role to deal with our questions.

Nobody can give us an answer as to when the laptop will be returned to us, why it's taking so long, why there seems to be a problem with the left click appeared and how this was discovered after the laptop was supposedly packaged up for transit to be returned to the store.

Is there anything else we can do, or anything we can do to claim our money back to purchase a replacement laptop elsewhere? We are fed up with being fobbed off and that nobody can take the time to give us any explanation.

Hope someone can help.

neilmcl

Under the Sale of Goods Act, you are entitled to a repair, replacement and refund (partial dependant on usage). You cannot insist on any particular remedy however the remedy chosen must not cause a significant inconvenience. Go back to CPW and demand a replacement/refund stating that this has now become such an inconvenience and you're entitled to more suitable remedy. Also, remember your contract is with CPW and you should only have to deal with this through them, don't be fobbed off!

NoSatisfaction

Toodle wrote: »

Hi all, I was wondering if anyone could advise us?

In November we bought a Hanspree Netbook from the Carphone Warehouse.

On the 27th November the screen seemed to have lost the pixels (?) on one half of it. We contacted Carphone Warehouse who said to take it in to be repaired.

We took it in on the same day and was told it needed the screen replacing and the repair would be completed and ready for collection instore within 2-3 weeks.

After not hearing from them in the allotted 3 weeks we went into the store, where the staff told us it wasn't repaired and awaiting parts, to give it another week, as then 28 days would have elapsed and they could send check-up requests to the repair centre.

Fast forwards to the 22nd December and a member of staff at the repair centre told us over the phone that it was repaired and packaged up awaiting return to our local store, and that it had had a new screen and hard drive fitted.

Yesterday we called our local store to see if it had been returned to them and after checking the system they told us that it was awaiting parts. We were told to call back today.

Today my husband's spent over an hour on the phone to them, being passed from pillar to post, according to staff in customer support it was showing in the notes as repair completed on the 22nd December, yet we're still being told it's awaiting parts, the left click button apparantly.

It seems odd that it was repaired and awaiting return to us for them to remove it from its' packaging and discover an issue (that it didn't have when it left here) with the left click.

We can't seem to make any headway with staff, Customer Support insist that we need to speak with the repair centre, the repair centre insist that it's Customer Supports role to deal with our questions.

Nobody can give us an answer as to when the laptop will be returned to us, why it's taking so long, why there seems to be a problem with the left click appeared and how this was discovered after the laptop was supposedly packaged up for transit to be returned to the store.

Is there anything else we can do, or anything we can do to claim our money back to purchase a replacement laptop elsewhere? We are fed up with being fobbed off and that nobody can take the time to give us any explanation.

Hope someone can help.

The repair may have neen delayed because of the weather. Phone the store and give them a date (say two weeks) to return you netbook or provide you with a refund or replacement.

Alternatively if you paid by credit card and it was over £100 then speak to your credit card co and ask for a section 75 refund.

Toodle

Thankyou both of you, my husband's just calling them back.

NoSatisfaction

Toodle wrote: »

Thankyou both of you, my husband's just calling them back.

Hiya,

Let us know the outcome. If they sort it out with not much more hassle, then all is well (although they probably could do with a dose of customer service training).

If not then I need to add them to my one to avoid list!

Toodle

NoSatisfaction wrote: »

Hiya,

Let us know the outcome. If they sort it out with not much more hassle, then all is well (although they probably could do with a dose of customer service training).

If not then I need to add them to my one to avoid list!

Hi again. Well another trip around the various departments of the Carphone Warehouse and none of them have been in the slightest bit helpful. Their latest tactics (in the repair centre) are not acknowledging anything said to them, or adding to the notes by saying "I'm afraid I'm not authorised to accept reponsibilty"...My husband asked him to add it to the notes that we would like the laptop back within 2 weeks or a refund he said he was typing it, then my husband called the store again to check the notes and he hadn't added it...tut tut.

So, Customer Support and the Repair Centre are still no help bt we've finally managed to get out of them that there may be a manager there to speak to on tuesday...

*sigh*

Unless you want to have a go at chatting to them-it's almost comical, they ought to keep notes and stick to one story...

It's just a shame really, we should have just bought one for £60 off ebay. My husband had begun working again after being made redundant, we saved up out of his wages and treated ourselves, £229 may not be much to some but to us it was a lot of money, we thought we'd be safer and covered if anything went wrong, not constantly fobbed off. Their initial story still doesn't add up though-why, if it was all packed up ready for return was it taken out of it's box and the left click button discovered broken?

It's a mystery

Toodle

Hi, just a little update.

Hubby managed to speak to a manager on the wednesday and did as advised, asked that the laptop be repaired and returned within 7 days or he'd like a full refund and on friday we recieved a call, it had been repaired and returned to the store awaiting our collection. The staff were very apologetic.

Thanks so much for all of your advice, it's very much appreciated!