Tesco direct

Poppy9

I'll try to keep this brief.

End of Jan 2011 bought a laptop from Tesco direct. Collected it in-store from Tesco extra.

End of Dec 2011 noticed that hinge seemed stiff and DD pointed out that the case was opening. Upon looking saw a crack along the line of vent towards the rear of VGA port.

Tried ringing Tesco direct, followed instructions but due to Xmas/NY holidays just rang out and then cut off.

Finally last week OH spoke to HP who told him to take laptop into Tesco to establish if accidental damage or not.

Took into Tesco and went to electrical desk and supervisor looked concluded in his opinion not accidental but stress fracture as it was on a weak bit of plastic and no evidence of being dropped. He took pictures at request of HP and emailed to them.

Today they contacted me and said in their experts opinion, based on the photos it's damage by consumer so it's not covered. According to them you cannot dispute their experts opinion!

I paid by CC so rang CC company and they kept saying as it's over 12 months old, but I kept telling them it's 2 weeks under 12 months old. They said they view it as a progressive fault so they cannot do a charge back as the company is not to blame but they would have expected a portable item like laptop to be more sturdier to last longer than 1 year.

So where do I go now? Do I go back to Tesco direct or can I go to the store as that is where I collected the item from?

The laptop works fine but the cracking will get much worse as it's stressed when you open the laptop. The supervisor in Tesco suggested that the corner screw had "popped" -not totally sure what he meant by this.

Thank you.

ps I do have a few pics but my email isn't working at moment so can't download to upload them!

CoolHotCold

Without pictures it's hard to say, but probably whats happened is the metal hinge inside the plastic has became loose from the frame and starting to crack the plastics due to stress, I see it quite a lot and it's defiantly manufacturing fault.


Your contract is with Tesco's, keep on at them and if they refuse to play ball threaten them with getting a independent report. If they still refuse to budge, talk to a independent repair shop and ask them to do a report, if they state the fault is inherant take the laptop with the report back to Tescos (Or ask where to send it) (don't forget to include a copy of the cost of the independent repair).



Also, you can dispute a experts report (especially one thats never seen it in person and only photos) with another expert.

Poppy9

I have my pics now but having trouble uploading. Working on it

CoolHotCold

Whats the model number?


I have to admit that the hinges rarely cause that type of damage, usually it's the screen thats the weakest part.

Poppy9

Hp g56 - 106sa

pimento

It's important when you open and close a laptop not to do it from opposing corners as this twists the frame slightly and puts stress on the hinges and screen.

Not suggesting this is what the OP has done, but worth noting.

Poppy9

pimento wrote: »

It's important when you open and close a laptop not to do it from opposing corners as this twists the frame slightly and puts stress on the hinges and screen.

Not suggesting this is what the OP has done, but worth noting.

This is one of 3 laptops I have and none other have incurred any damage like this. The oldest one, over 3 year old, only has a worn mouse button! Opens and closes fine and no cracks on carcass!

Poppy9

Just to update:

Went back into Tesco and saw different assistant who was very helpful especially as he has a HP lattop and had the same problem. Tesco arrange collection of the laptop from my house and are repairing/replacing casing.

The assistant said that the screw was missing from under the laptop and that had contributed to the crack as the case was moving.