Laptop does not work - 2 months out of warranty

BaileyB

Hi,

Looking for some advice my cousin bought a laptop (Toshiba Notebook) and 2 months out of warranty (14 months old) they screen started to fail. So at first thought it was a screen failure. So as it was out of warranty so took it to a local repair shop and they said it was the screen and replaced it but it was not the screen. So she did not pay for the repair (the person put the old screen back on)

I then said take it back to PC World and say its a £400 laptop and should not fail 2 months out of warranty, they said if Toshiba accept its a default they will fix it for free if not she would have to pay.

Now she is a little unsure what the next step should be, i have had a look at the SOGA and most say laptops should last up to 3 years, so a laptop that is failed and one that cost £400 should not fail after 14 months.

any advice on where she should go next?

aggypanthus

a years guarantee is NOT the end of it, a product has to last a reasonable lenght of time, so, as you say yo u have a case in that its failed before its expected life span. I think you will have to advise toshiba direct.
I have 2 toshibas, the most recent purchase has faulty keys but i havent doen anything about it yet,its over i year old now.

refer to Sale of goods act or such , i am out of date on it..

Esqui

You need to get someone like the repair shop (or maybe not them if they didn't get it right!) to properly diagnose the fault and its causes, and produce a report detailing that. Then, assuming the report says that it wasn't down to misuse, wear & tear, get in contact with PC world. The best way would be to email customerservices@pcworld.co.uk , attaching the report and saying that the laptop has an inherent fault and you would like them to fix it.

CoolHotCold

Don't bother taking it back to the shop as there isn't anything they can do in store.

Phone 0844 561 1234 Option 3 and Option 3 again for the dedicated Out Of Warranty team.

They will offer one of two options, they will either give you a case ID reference and tell you to take it into a PcWorld where they will check theres no physical damage and they will phone back up the team and the phone guys will offer a partial refund or free of charge repair. The second option they will offer is for you to send the laptop to them and they will probably take a £50 inspection charge, if it is manufacturing default they'll repair it and refund the charge (if they do take one) or you can get your own independent report done and send the report off to head office and if they agree with the report they will refund it and offer a FOC repair or partial refund, if they disagree they will ask for it to be inspected by themselves first and take it from there.