6 week old laptop broken!

Wheeler01

Hi

I'm looking for some consumer rights re my laptop.

It was purchased from Currys/PC World (joint shop) on 13th November, just under 6 weeks ago and today developed total CPU failure meaning its completely useless and I believe unrepairable.

Currys have offered a free repair which will take 7 days +. I asked for a replacement but they refused stating it was more than 28 days old but I could have the address for the complaints department!!

I have lost loads of data as not backed up (you don't expect a 6 week old laptop to have total failure) and also bought it to work from home over Christmas which is now not possible.

Legally where do I stand? Do I have to accept the repair or demand a replacement? Any help would be gratefully received 😌

arcon5

yes you have to accept.

The rememdy (whether its repair, refund or replacement) is in effect the retailers choice at this stage.

wacko911

http://whatconsumer.co.uk/returning-damaged-or-faulty-goods/

shaun_from_Africa

Whilst it's true that some retailers may offer a full refund or a replacement, they are not legally obliged to do so. A repair is allowed under the SOGA.

I have lost loads of data as not backed up (you don't expect a 6 week old laptop to have total failure) and also bought it to work from home over Christmas which is now not possible.

Any computer, however old or new can develop a hardware or software problem at any time, which is why backing up is always recommended.

Do you still have the laptop in your possession?
If so, it's very likely that the HDD can be removed and put in a caddy and the data stored on it transferred to another computer.
Currys may offer to do this, but I wouldn't rely on them and it would be better if you could do it yourself.

Wheeler01

Thanks to everyone who has replied. Yes I have still got it at present so will be able to try to retrieve the data, it's just really annoying!!

Wheeler01

Just an update.

I managed to get the data off of it which was lucky as KnowHow called today to say that the motherboard has been replaced and that they are now waiting on a new hard drive for it!

Surely a 6 week old laptop shouldnt need either of these parts replaced let alone both.

I wondered if anyone knew anything about Currys complaints procedure, although KnowHow have kept in touch and have started the repairs quickly I still feel that I have been ripped off in a way and obviously I am without a computer at the min. Maybe Im not wording the "ripped off" bit very well but hopefully you will understand what I mean.

Thanks

scheming_gypsy

They're acting within what they're required to do so you can't really complain. They weren't to know the laptop would fail and they're repairing and keeping in touch with you.

Although if the CPU failed I can't see why they need a new hard drive especially if you've been able to get the data off the drive

pendulum

Bear in mind the OP originally said "developed total CPU failure meaning its completely useless and I believe unrepairable."! To anyone in the know, that is a very confused statement at best and I wouldn't trust the OP to completely understand what is going on with this laptop.

Regarding the hard drive, I suspect the delay is in them formatting and reinstalling the operating system, which you often have to do, or it's best to do, after a motherboard change.

Let the professionals get on with it, basically.

Wheeler01

Hi Pendulum

In reply to your post that was what knowhow told me had happened when I called their technical support! They said as the laptop would not even come up with the HP logo or go into the BIOS (not sure that is correct) then the CPU had failed and although it was being sent for "repair" is was highly likely that this couldnt be done.

Im no computer expert and therefore no I did not know what was wrong with it just going by what I have been told, which is the motherboard has been replaced and a new hard drive has been ordered 2 totally different faults!

scheming_gypsy

pendulum wrote: »

Regarding the hard drive, I suspect the delay is in them formatting and reinstalling the operating system, which you often have to do, or it's best to do, after a motherboard change.

.

Very rarely to be honest; in my experience which is mainly corporate these days rather than home user. When a motherboard in a laptop is replaced it'll be an identical board so all the drivers are the same. If there is a slight difference in some of the drivers then it's just a re-install of the driver and not the OS.
Which is why it strikes me as strange that they're doing anything with it rather than sticking it back in. But...... I doubt anybody will know exactly, could be doing a rebuild, could be a faulty drive or could just be playing for time.

Wheeler01

Hi Scheming

Yeah I thought it a little strange to as only the day before it was collected my other half copied all the data over onto a storage device and popped it back in so it is a bit strange that it now doesnt work! I couldnt say that on the phone to them tho in case it invalidated the warranty.