Faulty laptop, who to return to?

flutterbyuk25

Hey all

I bought a new Acer laptop in July but since Sept it's been a nightmare! It keeps crashing and i have to do a factory reset which eans I lose all the data stored on the laptop. I sent it back to Acer for repair at end of Sept but this hasn't fixed it fully.

Acer have said that I can return it to them again for repair, but to be honest I want a replacement not a repair. i bought it for uni work but am too afraid to save anything on it incase it crashes again.

So I contacted Ebuyer who I bought it from and they have said I can return it to them for repair, and if it can't be repaired they will refund (but no mention of replace)

So I'm confused as to who it is better to return it to to be fixed?

Any suggestions?

Cheers

Enterprise_1701C

The rule of thumb is that any products that go faulty under guarantee should go to the retailer in the first instance.

Obviously make sure that you have everything backed up and ensure any sensitive data is removed before sending it back.

neilwoods

It's within 6 months, so the Ebuyer will the people you send it back to. If they refund you the full price (can't see why they wouldn't) then you could buy a new one.

jayme1

technically you should send it back to where you bought it from (ebuyer) I would say don't hang yourself up on getting a replacement, I personally would want my money back and then go get a different laptop.
remember to fully backup and de-authorise iTunes ect. before you send it of anywhere, as there is no guarrentee that you will get the laptop back with all your stuff intact or on it at all.

it could be that it just needs a factory reset, or it could just be a faulty computer, you can try a factory rest before you send it back, using the eRecovery option in the start menu.

flutterbyuk25

Thanks all

jayme1 wrote: »

it could be that it just needs a factory reset, or it could just be a faulty computer, you can try a factory rest before you send it back, using the eRecovery option in the start menu.

this has been done numerous times but hasn't fixed anything unfortunately.

closed

what do you mean by crashing?

jayme1

flutterbyuk25 wrote: »

this has been done numerous times but hasn't fixed anything unfortunately.

then I'd say send it back for a refund and buy a different laptop, or buy the same again, it sounds like you just have had the misfortune of getting the dud one of the batch, acers IMO are usually pretty good laptops

andy2004

I'd send the laptop back to ebuyer for a refund and then buy another laptop from somewhere else. All i've ever had from ebuyer is things breaking / becoming faulty, i bought a DX4800 printer from them, and it had to be replaced my epson as it was after 30days due to the paper rollers, they only did a 28day, i've had a WD 1.5tb harddrive which lasted 8months before having to be replaced, and i lost everything i had moved onto it, headset which broke after 2 days of using it. So now i never recommend them to anyone even if they are slightly cheaper.

scotty_591

I have an Acer laptop and it works great, (I bought mine for uni as well) a bit slow but no complaints (probably because I have so many programs installed).

As other people have said you maybe got the 'dud' one from the bunch.

Most laptops have a 1 year waranty on them as standard (I know my acer had one). It's usually best to send it back to the manufacturer as they are more likely to send you a replacement, but on the other hand if ebuyer have offered a full refund then that is brilliant you can buy a new laptop.

It's a tradeoff really, whether you want the hastle of getting a refund and then searching for a laptop or whether you just want to send it away to the manufacturer and get a replacement under warranty.

It is up to you really, personally I would probably send it to the manufactuer as there is more of a guarantee (as long as the warrenty is in date and you have proof of purchase).

Hope this helps

neilwoods

andy2004 wrote: »

I'd send the laptop back to ebuyer for a refund and then buy another laptop from somewhere else. All i've ever had from ebuyer is things breaking / becoming faulty, i bought a DX4800 printer from them, and it had to be replaced my epson as it was after 30days due to the paper rollers, they only did a 28day, i've had a WD 1.5tb harddrive which lasted 8months before having to be replaced, and i lost everything i had moved onto it, headset which broke after 2 days of using it. So now i never recommend them to anyone even if they are slightly cheaper.

They don't make the stuff they sell, they just sell it. Been buying from ebuyer for several years, never had a dud item from them yet.

G_M

When you buy a product (whether it is a laptop or a bar of soap) you form a contract with the retailer from whom you buy it.

You pay, they supply.

If the product is unfit for purpose [see Sale Of Goods (implied terms) Act], then the supplier must return your money.

If you and the retailer choose to agree an alternative solution (repair, replacement) that is a matter of choice, rather than a matter of law.

Some products also come with manufacturers warranties. These are typically of a year's duration (though may be longer or shorter) and provide an alternative option for resolving a problem, but the presence of a warranty does not affect the retailer's contractual obligation in any way.

Sadly many retailers do not understand this and refer customers to the manufacturer.

Furthermore, many products (a laptop would be an example) have a 'natural' or expected life of more than a year. If a defect arose after, say, 18 months, the customer would continue to have a valid claim under the original contract with the retailer (this would not apply, however, to the bar of soap I suspect!).

Again, sadly many retailers are ignorant of this (or choose o ignre it) and inform customers that as the manufacturers warranty has expired "there is nothing we can do".

There is. The customer can sue the retailer.