Damaged laptop - consumer rights

elminio

Thanks for all the replies.

I received an email from them with a picture showing the damage on the port, which is quite apparent as the metal parts are somewhat bent. I never inspected the port that closely but do not recall seeing parts being bent.

I spoke to them on the phone, they say that this is impossible to be a manufacturing defect and could not have been caused by their engineers who work under CCTV surveillance. The person I spoke to was the returns department manager, he said the unit will be returned back to me as there is nothing they can do. He also said I can proceed further with this legally if I wish to, that seemed to be his attempt to threaten me so he can get rid of this case.

The only thing I can do now is to contact their customer services, who can only be contacted via post, but seems that in the meantime this guy just wants to send the laptop back to me this week, even though I told him there will be no one home to receive it (as I am at work)!

Where do I stand? If I accept the unit when they return it, will I lose any rights?

elminio

There were also a couple of minor issues which I mentioned to them but were ignored.

There were some minor scratches around the frame of the monitor, can really only be seen under the light so not very obvious. I was going to let it go but mentioned it together with the ethernet port problem.

Then there was also this USB port which works, but doesn't seem to be aligned properly as inserting a USB device isn't as smooth as another port on the same laptop. Not a major fault but it would be annoying if one has to regularly insert USB devices, and concerned if it is actually loose or out of line that it can become worse in time.

Are any of these significant enough to be worth following upon?

Flyboy152

elminio wrote: »

There were also a couple of minor issues which I mentioned to them but were ignored.

There were some minor scratches around the frame of the monitor, can really only be seen under the light so not very obvious. I was going to let it go but mentioned it together with the ethernet port problem.

Then there was also this USB port which works, but doesn't seem to be aligned properly as inserting a USB device isn't as smooth as another port on the same laptop. Not a major fault but it would be annoying if one has to regularly insert USB devices, and concerned if it is actually loose or out of line that it can become worse in time.

Are any of these significant enough to be worth following upon?

Are you sure you were sold a brand new unit and not a reconditioned one?

bod1467

That's why I asked earlier.

elminio

Flyboy152 wrote: »

Are you sure you were sold a brand new unit and not a reconditioned one?

Yes. I bought a new unit. I believe the refurbished laptops are in their clearance section of the site, which I never bothered looking at.

Flyboy152

Ah well....it doesn't do any harm to ask twice.

elminio

I have now attempted to contact their customer services department, who can only be contacted by post. I sent them a letter requesting a refund, it was a recorded mail and I know they have received my letter on 21 July.

It looks unlikely that I will get a response of any sort, what can I do?

Flyboy152

elminio wrote: »

I have now attempted to contact their customer services department, who can only be contacted by post. I sent them a letter requesting a refund, it was a recorded mail and I know they have received my letter on 21 July.

It looks unlikely that I will get a response of any sort, what can I do?

What time limit did you give them to respond?

elminio

Flyboy152 wrote: »

What time limit did you give them to respond?

I put in the letter:

"Please respond within 7 days from receipt of this letter."

Flyboy152

elminio wrote: »

I put in the letter:

"Please respond within 7 days from receipt of this letter."

Then you need to wait until then before taking any further action. You can spend the time preparing for the next step, but you will have to wait until the seven days are up. Most businesses like these wait until the sixth day before responding.

The next correspondence should be more specif, for example, "this is the resolution I expect and you have X days to do it."