Faulty Laptop - Can I insist on Replacement/Refund?

Simon7685

I bought a laptop from Currys 5 weeks ago at a cost of £699, on Sunday, things started to go wrong. So I emailed the manufacturer (HP) asking for support. The response I received has both surprised and annoyed me.

First of all they have given me some instructions to try and rectify the fault, which is fair enough. However it then goes on to say that they actually feel that there is a hardware fault and completely absolve themselves of any responsibility regarding warranty.

It says that according to their records the machine was bought from DSG retail and as such they have no obligations to provide any repairs under warranty or replacement product. They have said that I have to go to Currys and get them to repair it.

So what the hell happened to manufacturers warranty??

Now I need to know eactly where I stand with this, the laptop is only 35 days old. I do not see why I should accept a repair, assuming Currys play ball, am I within my rights to insist on a new replacement or refund? I can see Currys saying as it is over 28 days I have to revert to the manufacturers warranty, which HP say they don't give me and it is Currys responsibility.

I am really annoyed with this, £699 is a decent sum of money and I think I should expect the product to last more than 35 days without anything going wrong.

This is the first time I have gone with HP, having always shyed away from them, wish I had carried on now and stuck with other makes.

Can someone please advise me as to how to persue this and what I can expect. The machine was purchased on a credit card and I refused the 'whatever happens' extra warranty thing following a previous bad experience with the Comet one.

Thanks in advance.

Jai_M

have a quick read of forums.moneysavingexpert.com/showthread.php?t=1901769

arcon5

Unfortunately you cannot insist on anything. You can ask though.

They should offer repair, replacement or refund -- their choice. So will likely send it away to the manufacturer though unfortunately.

Hope you get a better level of service from Currys.

wealdroam

Maybe DSG have agreed with HP to carry out all warranty work on their behalf?

Anyway, you should be reporting any problems to whoever sold the thing to you... Currys.

Simon7685 wrote: »

So what the hell happened to manufacturers warranty??

Do you have any warranty documentation?

A manufacturer's warranty is not a requirement.

closed

what's the fault?

http://h40059.www4.hp.com/warranty/support/tc.php

bris

HP are correct, they have no contract with you and don't need to do anything for you. Currys on the other hand do, contact them for a resolution under SOGA.
You can not insist on a replacement or refund. Currys have the right to repair it if it is viable for them. A replacement or refund is a last resort as it cheaper to repair the item.

caragibson

bris wrote: »

HP are correct, they have no contract with you and don't need to do anything for you. Currys on the other hand do, contact them for a resolution under SOGA.
You can not insist on a replacement or refund. Currys have the right to repair it if it is viable for them. A replacement or refund is a last resort as it cheaper to repair the item.

sorry, this is the true situation...

SuperHan

Currys will most likely send the machine back to HP on your behalf, and it will be covered under manufacturers warranty if it is a hardware fault. The chances of refund or replacement are slim to none until the repair route has been exhausted!