Resolved: -Problems with Medion Laptop and refused warranty repair

wealdroam

LlwydO wrote: »

What would be considered a reasonable time?

The only definition I have seen states that a reasonable time is what a reasonable person would consider reasonable... or something like that.

Sorry, that doesn't help much, but maybe it is about time you told them what you consider reasonable.

All those steps you mention do of course take time.
Whether is is five days or ten days to answer a letter... who knows how many letters they have to answer each day?
I could go on...

unholyangel

LlwydO wrote: »

What would be considered a reasonable time? I reported this fault over 11 weeks ago and their actions have also caused me a lot of stress.

They have a policy of 10 working days for everything, meaning I won't receive a response to my first official letter of complaint until next week.

Then another 10 days for my response to them including the findings from the IT report. Then another 10 days for collection, 10 days for the repair, 10 days for return. I will be lucky to have it back before Christmas if they do accept their liability and responsibility for the problem.

Well imo most reasonable people would expect the timeframe for repair to begin after you had a) provided them with the required "proof" that the fault was inherent and b) sent the laptop to them.

As for the stress....I'm going to be blunt here but there is no offense/rudeness intended (I have after all had my fair share of dealing with company blunders).......hurt feelings have no place in a business transaction. You cannot claim anything for hurt feelings, you can only claim for costs you reasonably incur due to their breach and you also have a statutory duty to mitigate your losses. So imo, you would do well to push those feelings aside and get down to "business" so to speak.

When communicating with a company, adopt the "get down to business" attitude. Do not get emotional (i'm angry/disappointed/whatever) in your correspondence and keep to the facts. Do not be afraid to tell companies exactly what you want - just remember to be reasonable in your demands.

And remember, with a refund, they can reduce the refund you'll receive to take into account use you have had. Usually for electronics, this is not a linear reduction as electronics will lose a large % of their value within the first year alone.

So if you're not in a position of potentially having to contribute to buying a new laptop, it may be best to request a replacement instead of a refund.

mikeysussexbn22

I have purchased 2 items, both home electronics and both have failed under guarantee. Medion make it almost impossible to obtain a repair or replacement and I am now in the process of asking people with issues to contact Aldi on Facebook to register their disgust. I am currently £100 out of pocket.

unholyangel

mikeysussexbn22 wrote: »

I have purchased 2 items, both home electronics and both have failed under guarantee. Medion make it almost impossible to obtain a repair or replacement and I am now in the process of asking people with issues to contact Aldi on Facebook to register their disgust. I am currently £100 out of pocket.

Have you tried using SoGA and going through the retailer rather than manufacturer via warranty?

In the original "case" on this thread, medion was also the retailer, so OP had their statutory rights with medion as opposed to aldi.