Faulty laptop - what are my rights please?

phoebe1989seb

Thanks for your advice guys

It's been 7 weeks since it was collected after the repair was carried out.

Regarding the repair - we were initially told it would be collected from the branch the following day and that it would take between 14 and 28 days to fix, but when we tracked it online the knowhow site said we needed to contact the store as they couldn't find our item.

After a protracted period of trying to get through to the actual store for an update on the status of the repair, it turned out that it had never been collected in the first place. Collection was then re-arranged and after a further two weeks the laptop was back at the store having been repaired.

I am not happy with the service provided by Curry's (keeping hold of the laptop for two weeks rather than sending it off immediately as promised) or with the fact that having had a new screen and mainboard fitted, 7 weeks later the laptop is as bad as it was before the repair and I really don't want to go through the same scenario again but would prefer a refund or replacement - although that model is no longer available.

Am I not within my rights (under SOGA for example) to insist on a refund/replacement this time?

Many thanks again,

Phoebe x

CoolHotCold

No,

the SoGA lays out rules and guidelines for both parties, but is grey on timescales and repeat repairs.

Plus it's been 2 months down the line since the repair, so meh, ultimately it's down to the store to exchange it, but they are under no legal obligation to do so.

phoebe1989seb

CoolHotCold wrote: »

No,

the SoGA lays out rules and guidelines for both parties, but is grey on timescales and repeat repairs.

Plus it's been 2 months down the line since the repair, so meh, ultimately it's down to the store to exchange it, but they are under no legal obligation to do so.

Okay, many thanks for that CHC - will just have to hope they are amenable............

phoebe1989seb

Just updating this thread..........took laptop back into Curry's and as expected they refused point-blank to replace or refund. It therefore went off to be repaired for the second time and is apparently due back on Monday. The assistant manager did say if it goes wrong again they will be prepared to replace/refund but that it needed to be sent back for repair twice before they would do this.........I did feel that this was just a fob-off though

CoolHotCold

PcWorld have a very defined internal policy for repairs.

Within the warranty period (or under Whatever Happens) if the machine breaks down 3 times, the 4th time if fails you can get a replacement system, if the repair takes over 28 / 21 / 10 days (different timescales for different protections) (and it isn't in transit back) you can get a replacement.

Usually a single repair is counted as a completed repair (a completed repair being a repair that hasn't developed a fault within 10 days after customer has taken ownership after repair).


If you fall outside of these rules it is down to the staff behind the KnowHow bar to decide what to do, and it's looked at on a case by case basis.

JDC14

It's the risk with buying display models.

If you think about it, that laptop would've spent an average of 10 hours a day being switched on, with minimal on-screen movement for months. The screen is probably fairly damaged in itself. I think there will be some help, but I doubt the warranties will cover you if you'd bought a new in box model.

I travelled another 40 minutes (each way) to get the HP Model I wanted to avoid buying a display model.

phoebe1989seb

JDC14 wrote: »

It's the risk with buying display models.

If you think about it, that laptop would've spent an average of 10 hours a day being switched on, with minimal on-screen movement for months. The screen is probably fairly damaged in itself. I think there will be some help, but I doubt the warranties will cover you if you'd bought a new in box model.

I travelled another 40 minutes (each way) to get the HP Model I wanted to avoid buying a display model.

Thanks JDC14........I agree that buying a display model is a risk - and one I wish I hadn't taken now. Unfortunately no stores within a 60 mile radius had that particular model and as the spec was excellent for the price compared to those models they did have in store I decided to go for it They have already replaced the screen (as well as the mainboard) when it was repaired on the previous occasion, so to me it seems as though it is either a fault inherent with this particular model or else it is some other factor causing the screen to blink with increasing rapidity till it eventually goes off all together............

phoebe1989seb

Hi all,

Just another quick update - my laptop arrived back from being repaired on Monday 17th and is currently working fine again (fingers crossed it stays that way!)............this time apparently the guys at knowhow only carried out a service and valet, and no parts were replaced. As I say, it's all ok at the moment but will keep you posted if the dreaded blinking screen problem rears its head again

Phoebe x

phoebe1989seb

Latest update on my laptop saga -

Less than three weeks since my faulty HP laptop was returned to me after its second repair, the problem again started to surface and within 24 hours it refused to even switch on. Today we returned it once again to Curry's and DH insisted firmly but politely that this was just not good enough and that he expected them to keep to their word and replace it with an alternative model. Amazingly, despite the guy who had promised that if the fault were to occur again they would do this being on a day off, another member of staff immediately agreed to replace the laptop and within a few minutes (and some extra cash, lol!) I became the proud owner of a brand new Mac........:T