Damaged Laptop Screen. What Next?

chambta

I have a five month old Acer laptop currently 'winging' its way back from PC World's technical people. (I say 'winging' as by the time I have it back it'll have been with them five days longer than they promised).

Anyway, in short I switched the machine on two weeks ago to see a screen damaged on the inside. No pressure, force or impact had occurred and it had been stored in a drawer since last use.

Now they (PC World) say any such issues are not covered under the manufacturer's warranty and that's it. How can such rules override the Sale of Goods Act? Why should I simply accept that I should shell out £100+ for a new screen?

Advice on my next move please!

abbyscuito

You are not alone:-

https://forums.moneysavingexpert.com/discussion/3435695

Mupette

I'd go direct to Acer and see what they have to say

fwor

Mupette wrote: »

I'd go direct to Acer and see what they have to say

Don't contact Acer in this instance - your consumer rights are with the retailer.

You're fortunate that it is less than 6 months old, because up until that point it is down to the retailer - not you - to demonstrate that the problem was caused by misuse or normal wear and tear.

In your situation it would be wise to take closeup photos of the area showing no physical damage present on either the outside cover of the screen and the face (a photo from the side showing that it is completely flat would be good).

If you return it saying that you believe the failure is due to an inherent fault, it will be down to them to prove otherwise.

Take a look at the very handy Which? guide to the SOGA which explains this in detail.

chambta

Basically I've had the brush off from them. It must be my fault etc, whilst at the same time acknowledging it could have occurred by normal use! They've given me an address to put a complaint in writing to and hinted that I should claim on my insurance (which is ridiculous).

Other than write that letter I'm really not sure where to go with this.

wealdroam

chambta wrote: »

Basically I've had the brush off from them. It must be my fault etc, whilst at the same time acknowledging it could have occurred by normal use! They've given me an address to put a complaint in writing to and hinted that I should claim on my insurance (which is ridiculous).

Other than write that letter I'm really not sure where to go with this.

Who are the 'them' and 'they' that you mention?
PCW or Acer?

Did you read the advice above?
In particular, the bit about it is for 'them' to prove that the problem is not inherent.

What have you done since your original post?

arcon5

chambta wrote: »

Now they (PC World) say any such issues are not covered under the manufacturer's warranty and that's it. How can such rules override the Sale of Goods Act? Why should I simply accept that I should shell out £100+ for a new screen?

Advice on my next move please!

Your rights under SOGA and under warranty are completely different.

Make it 100% clear you believe the fault to be inherent and requesting it be recified under sales of goods act.

If they tell you it is not covered by the warranty, explicitly make them aware you are not claiming under the warranty otherwise they will fob you off.

CoolHotCold

Be prepared, as they will say its not covered, screens don't usually break (and Acers go direct to Acer for repair) so the retailer can say it's been inspected by the manufacturer and no manufacturing fault has been found so it is user error.

Yes within 6 months the retailer has to prove no fault exists or it was down to user error, but a engineers report saying that should be enough. (just like outside 6 months and claiming under SoGA you usually have to get a report to say it's been there since the beginning, they get one saying there hasn't been a fault within 6 months)

chambta

wealdroam wrote: »

Who are the 'them' and 'they' that you mention?
PCW or Acer?

Did you read the advice above?
In particular, the bit about it is for 'them' to prove that the problem is not inherent.

What have you done since your original post?

Of course I read it. They refers to PC World.

There seems no way of being able to speak to anyone with any authority. The lad in shop today was no use, nor will the folk on the phone take me seriously. I might as well talk knitting patterns as mention the SoG act to them.

It seems their way of dealing with it is making things so difficult that you give in and pay for a repair.

Fergie76

chambta wrote: »

Of course I read it. They refers to PC World.

There seems no way of being able to speak to anyone with any authority. The lad in shop today was no use, nor will the folk on the phone take me seriously. I might as well talk knitting patterns as mention the SoG act to them.

It seems their way of dealing with it is making things so difficult that you give in and pay for a repair.

Ask to speak to the manager.

visidigi

something really isn't right with Acer and some of these laptops - there are so many people all reporting the same thing - for me, I think its time the people concerned start collecting the info to bring an action against them - there's something really not right with the number of people coming here with the same thing...