Faulty laptop - what are my rights please?

phoebe1989seb

Hi folks,

Wonder if anyone can help with this please?

Just over a month ago my old PC finally gave up the ghost so I treated myself to an HP laptop from Currys at a cost of £370. The model I wanted was out of stock in all the local branches so I decided to buy the one they had on display. Despite trying to negotiate a discount as it was ex-display, the sales guy refused to do this and all he would concede was to let me buy a laptop case with a 50% discount.

A couple of weeks ago the screen started 'blinking' for want of a better word - sorry I'm not very techie-minded - but seemed to right itself after a short while so I thought it was some kind of glitch. Today it has started doing it again and has got progressively worse throughout the day, although after being left for a while has now righted itself again.

I've got out the box and the receipt but cannot find a warranty. I understand that regardless of the warranty (or lack of) under the Sale of Goods Act I may be entitled to a repair or replacement but don't understand what my rights are exactly.............can I insist on a replacement/refund or can they insist on attempting a repair first?

Many thanks

lookingforsun

You don't need the warranty - you have the receipt (which is proof of purchase) and your contract is with the shop, not the manafacturer anyway.

I'd take it back. They probably will insist on getting it repaired, though to be honest if it's only just a month old, then it's arguable that the fault was present when it was purchased, meaning you'd be entitled to a full refund, though I'm sure they'll resist that .

I must say they gave you a bad deal. If it was ex display then it should have had a discount!

The fact that it's ex display has no bearing on the fault, or your rights, unless they pointed out the fault when you bought it.

High__Flyer_2

"I must say they gave you a bad deal. If it was ex display then it should have had a discount!"

Why? What makes you think that someone is automatically entitled to a discount if it is ex display, What if the shop were getting more in, but the person wanted it there and then, should they discount the display one and then have to discount the second display one?

On top of that, Laptops tend to be fairly low margin to negative margin, If a laptop is older and it has gone clearance, then quite often the shop is making a loss on it, so off of display they should then lose even more money?
That's not how it works.

As for the repair, if it's under 21 days then they will automatically replace/refund, that is the store policy and it is generally accepted as long enough for you to reject the product under soga, After that you will get a repair, if they can't repair it you'll get a replacement/refund.

They will insist on a repair first, they are well within their rights to do that.

However, if it's within 21 days You will get a straight swap/refund.

First of all, try calling them, you will probably be able to get it picked up from your house.

Try either 0844 561 0000 or 0800 0234701

(I can't guarantee that these numbers work, It's been a long time since i've called them)

CoolHotCold

Some incorrect information provided here.

Within the first 28 days you can reject and get a refund / replacement. Outside of this PcWorld will repair it (and it doesn't matter because PcWorld buy the aftersales support out from HP (as in they get laptops cheaper as HP don't have to deal with any aftercare support). Either go back in or phone up.

High__Flyer_2

Sorry, My bad, I thought it was 21 days, Is that just for unwanted purchases.

Thanks for the correction, Much Obliged.

jennikitten

High__Flyer wrote: »

"I must say they gave you a bad deal. If it was ex display then it should have had a discount!"

Why? What makes you think that someone is automatically entitled to a discount if it is ex display,

Because it's effectively second hand. Depending on the shop and whether it's out of reach or an actual demo model for customers of course...

Not to mention that if someone asks for a discount, it's a bit cheeky to try and sell them something else on top.

High__Flyer wrote: »

On top of that, Laptops tend to be fairly low margin to negative margin, If a laptop is older and it has gone clearance, then quite often the shop is making a loss on it, so off of display they should then lose even more money?
That's not how it works.

It's up to the shop to negotiate prices with the manufacturer, and they should negotiate for display models/discounted models/free models anyway, particularly when buying on a big scale. If they are continually buying laptops they can't sell, then they need to seriously take it up with their buyers and merchandisers or rethink their approach. Of course they will end up with a few things they can't sell, but it shouldn't be on a scale where it affects the company. It also depends on whether the model was out of stock because of being discontinued or not.

dan_l

Agree with the post above about the discount. Of course somebody buying an ex-display modem should expect a discount, they are effectively buying a laptop that is used, whats to say that display model hasn't been sitting there for months on end.

If the shop have left themselves in a position where they have ran out of stock and all they have left is the display model to sell because they are waiting on stock then that is not the buyers fault.

CoolHotCold

But no one forced the buyer to take it.
If you ask for a discount on a ex-display and get discount on a bag, then complain after you purchased it online, thats the consumers fault.
Either pay what they are asking (after trying negotiating discount) or don't, no ones forcing you. Either way, the discount has no effect whatsoever on your rights and in this case is just useless infomation.

And High_Flyer its 28 days for faulty items, 21 days for Change of Mind unopened.

phoebe1989seb

Hi all,

Apologies for resurrecting this rather old thread of mine, but I just wanted to update with the latest developments.

After my last post on this thread events overtook me somewhat as we were in the middle of purchasing a new home 200 miles from where we were then living. This meant that it was not till late May that the laptop was returned to the store. Initially they kept hold of it for 24 hours and said they had investigated, reset it and that it now appeared to be ok.

It was fine for a while then the problem started to manifest itself in increasingly frequent outbursts of 'blinking'

Finally about six weeks later it became completely unusable so we took it back to the branch of Curry's nearest to our new home. They obviously were not prepared to refund us because of the time that had elapsed since purchase, so they arranged for the Knowhow team to look into it - although typically when we took it into the store the blasted thing was working fine!

Anyway after a wasted fortnight whereby they said it had been sent off only to admit two weeks later it was still sitting in their store room, it finally went off to be looked at/repaired.

Two weeks later it was back, having had (according to the paperwork we received from Knowhow) a new screen and a new mainboard.

Until last week it was absolutely fine, then on Thursday it blinked - just the once. Then it was fine all weekend until Monday when it happened again. By yesterday it was getting progressively worse and today within 15 minutes of switching on it is unusable

Now, having gone through the whole rigmarole of having it fixed (including the wasted two weeks where they obviously forgot to have it collected) I'm pretty peed off and would prefer to insist on a full refund...........is this possible at all or are they still within their rights to keep on trying to fix what appears now to be an inherent problem that will obviously continue to reappear after a certain period has elapsed since the repair was carried out?

Many thanks,

Phoebe x

GalmOne

Under warranty there is a 28 day period from the date of the laptops collection to the repair centre to be fixed. If it is returned with that same fault then the date of the first collection is applied. If it was taken over the counter you would have received a repair docket that should have the collection date on it. After that contact customer services and they should issue you write off and exchange authorisation (which can be used as a refund instore if you wish).

If collection was failed, or simply not booked you have a case to argue at store level that the original date still applies to you. The store has had that long to sort it.

Visit the store involved and discuss with the counter staff. Please be aware that whoever you speak to may not have immediate knowledge of your issue, and often not the behind the scenes steps that aren't in the training that can be taken to resolve it. If you feel you need to ask to speak to the stores Knowhow expert or a manager.

As for discount on ex display lines, that is at the stores discretion. Clearance lines often have their prices centrally reduced anyway to reflect they will most likely be on display. Your warranty rights are not affected in any way.

CoolHotCold

Depends how long the interlude is between when you picked it up and when its gone faulty again.

If its a short time then you can reasonably expect a replacement one, if its been several months then not a huge amount that they can do.
(Also on a side note, if your bring a laptop into a store it gets booked directly with KnowHow and the Service Docket you get back will have the repair reference instead of the store reference (along with a website you can track the repair on)