Curry's - 1 month old laptop and refusal for replacement quoting their 21 day repair

scattycat69

My friend bought aToshiba satelite lap top end August from Curry's purchasing their costly additional insurance (i did say she was daft). After approx a month the laptop screen stopped working so they returned it to Curry's. They took the battery out, pressed the reset and hey presto all back to normal ..........
When they came to use the laptop the keyboard would not work properley. Keys not working at all and some keys working but not correctly.
I googled on the internet and found that this seems to be an ongoing problem with Toshiba laptops and advised her to return the lap top and asked for a refund or replacement.
She went in to Curry's today and was advised that as the computer is over their 21 day refund or exchange policy, they could only send it away for repair and then if it should fail again then they could offer a replacement.
They phoned me and I advised that they should decide whether they wanted to accept the repair or take the lap top home and post on here for some advise.

So here we are.
Can anyone give some advice on;-

1, can she demand a refund or replacement (does thier company policy of 21 days override the sale of goods act 1979) ?
2. If they still refuse a refund or replacement should she phone the head office, or seek further advice.


They are not wealthy people, just ones who want a laptop to work for their own use and for their daughters school work. Having a Toshiba with a potential long term problem.

GalmOne

It's 28 days for straight exchange, not 21. If it's within that timescale then your friend was given some bad advice.

CoolHotCold

They are complying with the SoGA.

The SoGA gives the consumer a right to reject goods which are faulty and says this is a short period, Currys/PcWorld's policy is that within 21 days you can get a refund or exchange, if it's up to 7 days over the 21 days from date of receipt of the item you can get a exchange or gift card and if the item is over 28 days than it will down to returns management (Small things like Hard drives or mice or earphones etc just get swapped, large things like TV's or Laptops or Desktops get repaired).

arcon5

scattycat69 wrote: »

So here we are.
Can anyone give some advice on;-

1, can she demand a refund or replacement (does thier company policy of 21 days override the sale of goods act 1979) ?
2. If they still refuse a refund or replacement should she phone the head office, or seek further advice.


They are not wealthy people, just ones who want a laptop to work for their own use and for their daughters school work. Having a Toshiba with a potential long term problem.

The policy doesn't override the SoGA, it does however go beyond what is required under SOGA. You can reject for a full refund within reasonable time frame (i'm sure most would agree much less than 21 days to be considered reasonable), after which they must provide a remedy: repair, replacementor refund. They can choose the most economical remedy to them, so they are within their rights to offer a repair.

If I was you though, I would be appealing to their good nature for an exchange (note, quoting your consumer rights isn't going to make them want to help you). Speak to somebody in charge and hope you've caught them on a good day

scattycat69

Thanks for all the very fast responses ! I am going to go with my friend tomorrow and as arcon5 says 'appeal to their better nature'. Fingers crossed. Will post the outcome. p.s. we are taking to a different store as this is nearer to her work rather than home. I assume this doesn't effect, just hope we get a better, nicer person thats had a fab weekend! lol !