Laptop screen broken after 2 weeks

svm_2

I hope I can get some help here.
I bought a laptop in November for my daughter for a Christmas present. Yesterday after two weeks use 2/3 of the screen stopped working. I took it into PC World today (but not the branch I bought it) and they say it was accidental damage due to it being banged or the top shut too hard!! and therefore not covered for a refund or replacement.
My query is - if a laptop screen breaks after two weeks of normal use - even if it is accidental - does that mean that there was a problem to start with. I want to go to the actual PC World where I bought the machine with some solid arguments behind me
The laptop is a Samsung NP305V5A and cost just over £400
Thanks
Sarah

bod1467

Did they send it away to diagnose the fault? Or do some testing in their own workshops?

Or did they just say it was accidental damage without doing any testing?

svm_2

they just looked at the screen where you can see a diagonal line going across and said that is accidental damage. I left it at that (in a bit of shock) but want to be able to argue my corner at the branch I actually bought it at

bod1467

They're pulling a fast one. Go back to your branch, report the fault and ask them to provide a remedy. (Be nice - don't start spouting SOGA unless they try the same trick again). They need to PROVE the fault was user-caused/misuse otherwise the fault is deemed to be inherent, not the other way round. (After 6 months YOU may need to prove the fault was inherent, but this is not a factor here).

If they still spin this yarn then it may be time to contact their CEO (see ceoemail dot com).

Thereafter you're into Letter Before Action territory etc.

Hopefully someone more knowledgeable about Currys etc. workings will respond.

4743hudsonj

When you say the screen is broken... how exactly?

If its cracked then you will have a hard time winning anything as screens don't just spontaneously crack.

If it was indeed accidental damage then you have no rights.

svm_2

The glass isn't cracked, about 2/3 of the screen is blank when it is on. On the part of the screen that works you can see the normal pictures but the rest is blank with that looks like a watercolour river running across the screen where you can see a mark when the laptop is turned off.

Bellalolo

Had the same problem with Currys (same group) but it was after 3 months. Had to take to small claims court action but 1 day after receiving court hearing date they agreed to fix, pay court fee and small comp £50 to cover my costs. It took 7months to resolve.

Note:screen was not damaged on surface, their argument was I had opened the lid from the corner which had applied pressure to the screen causing an internal crack.

Mine was a HP laptop.

mattyprice4004

After 5 years repairing laptop screens, I can't say I've seen one just crack by itself.

If it's a diagonal line you can see, then this will be a crack in the LCD panel itself, caused by stress or pressure.

svm_2

the mark I can see on the screen is underneath the glass, there is no visible damage to the glass itself. The PC World guy suggested closing the lid too hard, pressing on the screen or putting something on the top may have caused it.
I am just questioning if a laptop breaks after that little usage is it still fit for purpose or was there a weakness from the start, who has to prove damage - them or us?

mattyprice4004

They have to prove the damage if within 6 months, but they could argue that it couldn't be anything other than physical damage due to it being cracked within the screen itself.

Like I say, not accusing you of anything but with all the replacements I've done, the customer hasn't hesitated to say they've put something on the laptop, shut it with a pen on the keyboard etc etc.

bod1467

Although the fault description here (2/3 of screen blank) suggests a component failure rather than physical damage.