HP warranty repair

pholios

Hello MSE!

Wondering if you guys could give me a hand.

I bought a refurbished HP Envy 14 from ebay and the backlit keyboard stopped working so I contacted HP and got it sent off for repair under a 90 day warranty I got through the reseller.

Anyway, I sent it off via courier on 1st March. I was told it would take 7-10 working days to repair. I still haven't got it repaired as the service centre are 'waiting on a part to be delivered'. It has been a massive effort getting anything done through HP customer services and after finally finding out what is happening to my laptop they claim not to be able to give me an estimate on when the part will come in. I wanted to know if I would be waiting a week, month or more but they wouldn't tell me.

I am in the process of making a complaint, however twice I have not been contacted when I requested to open a complaint.

Anyway, what's my play here? Do you think I can ask for remuneration and if so what should I ask for/go about it? I feel I am owed something but am unsure how to approach it.

Thanks for your help in advance.

Tldnr: HP suck, have stolen my laptop under the pretence of repairing and aren't telling me when I am getting it back.

paulday

Hi

Can't really help with your issue but just to say that alot of these companies are still having big issues trying to get parts out of Japan at the moment, lead times with alot of the companies we deal with have gone through the roof, so might need to be a bit more patient than usual!

Paul

Toxteth_OGrady

If the person you bought it from on Ebay is a business seller then the Sale of Goods Act applies, including refurbished and second hand goods. It is the seller and not HP's legal obligation to ensure it is repaired in reasonable time. I would suggest 28 days is a reasonable time but the arbiter of 'reasonable' is the Small Claims Court (on a case-by-case basis).

The following is from the Office of Fair Trading: http://www.oft.gov.uk/business-advice/treating-customers-fairly/sogahome/sogaexplained/

Where a customer is entitled to repair or replacement because they have accepted the goods, they can claim price reduction or partial refund if the repair or replacement is
taking an unreasonable time, or
causing an unreasonable inconvenience, or
if the repair or replacement is not satisfactory when they receive it.

When you calculate price reductions or partial refunds, think about what an impartial person in a court would think is a reasonable amount.

This may also help: http://whatconsumer.co.uk/returning-damaged-or-faulty-goods/

The retailer’s obligations

If there is an obvious fault with the item at any time within the first 6 months and it has not been caused by wear and tear or misuse, your first port of call must be the shop you bought it from. They have the responsibility to put the matter right, and should not evade this responsibility by referring you to the manufacturer in the context of a guarantee or warranty.

In the first instance and if considered appropriate, the seller must offer to at least repair the goods. They must do this within reasonable time, at no additional cost to you and without causing any significant inconvenience. If any inconvenience is caused you should be given a replacement item on a ‘like for like’ basis (and not simply the cheapest and most basic model). Many consumer complaints relate to the length of time the item is away being repaired – and although you must allow reasonable time for repair, the law does not say what ‘reasonable time’ is. It very much depends on the item itself and the nature of the problem. For most things, shops would usually allow you to exchange the item or give you your money back straight away. However, if the damage is minor and can be repaired easily, then the shop can insist on this as a first option, although this will not stop you from taking it back if the repair is unsatisfactory or there is something else wrong with it.

If a repair is impossible or unfeasible, you must then be offered a replacement. Due to the emphasis on proportionality in this legislation, you must give the seller reasonable time to repair or replace before demanding your money back and you should be aware that any refund given may well take account of any use you have had of the goods since you took possession of them. If you do not want the seller to repair or replace, or they have told you they are unable to, you can then request they reduce the purchase price to an appropriate amount, although this does not affect your ability to take return the item if something else goes wrong.

You should write to the seller and tell them that unless you get your laptop back and repaired within another 14 days then, in accordance with your statutory rights under SOGA, you want either a like-for-like replacement or a full refund. You should also inform them that you expect additional compensation for loss of use and consequential loss, the amount of compensation to be based on an independent cost estimate for renting a laptop for the period that yours has been away for repair.

If in doubt where you stand legally give Consumer Direct a call - http://www.consumerdirect.gov.uk/contact