Help with a faulty laptop

Lalaskye

Hi,

I've looked on the site and cannot find an answer to this, as my laptop is much newer than those in the other threads, so hopefully you can help!

I bought a HP Pavillion G6 laptop from PC World on the 9th June 2011. Early September, it began over heating, and the fan could be heard getting louder and louder.

On 4th September, I rang PC World and they said they would repair it, and it would take 7 days, so on 5th September, I took it to the store to drop it off, where I was promised I would have it back by the 15th September at the latest.

On the 12th September, I was rung by the repair team and told it was still awaiting parts (I've been in contact since, and found out the parts were only ordered on the 12th) but that I'd have it back by the end of the week.

I have rung every day since to get a progress report and it was still awaiting parts... I emailed a complaint on the 15th, as the deadlines kept changing, to which I've had no formal response (I did get an auto-email saying they'd be in touch, which they haven't).

On the 16th at 3:25, I rang and was told my laptop had been repaired, but they had no idea where it was or when I'd have it back: it was "in transit". I rang the store to chase it down, and they had no idea when it would be delivered, but would track it down and ring me back. I rang the store again at 6:55 to be told the same thing. The store then rang me back at 7:15 telling me it hadn't been repaired and was still awaiting parts.

I went into the store today, to complain to the manager as there is no complaints phoneline, the email complaints service is ignored and the only other option is by post (which I am doing, however they've already had the laptop 12 days, and I work online, so the postal option is just too slow for me). He told me there was nothing that could be done and tried to fob me off with the two numbers I have already been ringing. Apparently it is impossible to speak to anyone higher up in the chain of command than him. He has said that they will replace the laptop if it is not repaired within 28 days of them collecting it, which would be the 3rd October. Surprise surprise, there was no record of the call where I'd been told it had been fixed.

I have rung the phone company, to get the exact time and proof of this call, and have just rung the repair call centre with the proof, so this call is now logged.

Now I really want to know what my rights are. Aside from the fact they had given me several false deadlines, and have outright lied to me, I feel a laptop of 3 months should not be having overheating problems. I also think having to wait 28 days before I am entitled to a replacement is ludicrous.

Please can anyone advise me where to go next???

Quentin

Check the ts + cs regarding warranty repairs/replacement. If the 28 day period during which they have to do a repair is contained there, then you will just have to wait it out.

But as soon as it expires, get on to them for the replacement.

Lalaskye

Quentin wrote: »

Check the ts + cs regarding warranty repairs/replacement. If the 28 day period during which they have to do a repair is contained there, then you will just have to wait it out.

But as soon as it expires, get on to them for the replacement.

The warranty says nothing about this 28 days thing, but doesn't give any time limit.

I was just wondering if considering this must have been a faulty purchase (I have not used it enough to wear out fan and thermal modulator in 3 months!) whether I have an consumer rights to demand a replacement? Especially adding to the fact they all seem to be giving me false information/ straight out lying to me!

Quentin

3 months is too long to expect to be able to demand a replacement.

You need to let them repair it then take it from there. (The 28 day limit to complete repairs or get a replacement seems quite good !)

arcon5

Op, you should never have been told to expect it within 7 days in the first place. This is completely unrealistic, especially when you consider 2 days will be the weekend and 2-4 days transit time.

28 days is common.

Esqui

It would be 7 days if the parts were there. When booking, we do get told the estimated return date, but that assumes it can be fixed without needing parts that aren't carried on-site or are out of stock.

Also, arcon5: It will get to and from the repair centre within 24 hours each way, and the techs do work weekends.

CoolHotCold

It depends, Knowhow have a running tracking system and right now last week 86% of all repairs are done within 10 days.

Generally speaking it takes between 7 to 10 days to repair, can take longer, can take shorter times (Unless its a Apple in a Apple Express store in which case its 7 days guaranteed from when it leaves the customer to when the customer gets it back).

Legally speaking after a reasonable amount of time (for computing it varies between 14 days to 28 days) you can get a refund or replacement or exchange. Outside of that its down to the retailer, and usually its a repair. It cannot cause significant inconvenience or you may request a remedy. (Again SIGNIFICANT is defined as life altering and some research by the government recommends this cause is like taking a wheelchair away from someone without any legs and saying it'll be repaired in 10 days but we won't give you a loan/replacement).

PcWorlds polices are laid out quite clearly and defines exact timeframes where consumer law is very, very grey in defining times.

kkpolobear

unless you have got the new repair plan where it has to be repaired in 10 days or you can get a new one

Lalaskye

arcon5 wrote: »

Op, you should never have been told to expect it within 7 days in the first place. This is completely unrealistic, especially when you consider 2 days will be the weekend and 2-4 days transit time.

28 days is common.

Or more to the point, definitely unrealistic, considering they took a week to even order the parts!

Thanks for the help, I was just curious; I will be complaining a lot about the awful service I have received, but would have liked to be able to get my laptop quicker!