Trying to return a faulty laptop...

04riversj

Hi there, in May 2011 I purchased a HP Pavilion dv7 from Comet for £664.99.

Around November it started to become unnaturally hot - to the point that you simply could not touch it. I had this sent off to HP where I had no laptop for 3 weeks. It was then fixed!

In February the problem reared it's head again and was again sent off for the same repair (replacement of a thermal module and something else...).

Now, in April, the problem is back. This is clearly a design issue of some kind with the laptop.

I'm fed up of having to lose this laptop for 3 weeks every couple of months and so I'm now looking for a replacement laptop (of a different model) or a full refund.

I first phoned HP for information on this. They stated (as the SoG's 1979 states) that it's down to the store and not them. I have since had 2 conversations with Comet who've said that it is down to HP to either repair the laptop each time or to replace it if they feel it necessary and that they (comet) are not liable for the faulty laptop. After speaking to HP again they have said they would not want to replace the item or refund it as that is down to Comet.

Help!

rmg1

As it's less than 12-months old, you go back to Comet.
Also, with it being the same fault (I'm assuming) every time, they should be replacing it.
As for a refund, don't think you'll get a full one as you've had "reasonable" use out of it.

Millionaire

It is down to Comet to fix it as you brought it from them not HP.

Comet have awful customer service once you buy something from them. Lesson learn't is never buy anything from Comet.

A few years back a brought a laptop which had a problem and I went back to exchange it within 2 hours and they refused to as they said I had used it. Basically I had pressed the power button, saw the problem and turned it straight back off and took it back.

The customer service guy at Comet just laughed and told me I should have brought their extended warranty(which is grossly overpriced) and they would exchange it.

Try ringing Comet customer service and see if you have any luck.

04riversj

They are terrible! Ok so another phonecall to HP who have confirmed (in writing) that it is up to comet to replace the item or provide a refund as they have confirmed that it is a manufacturing fault but that it is down to comet. So ... I phone comet, and a complaints advisor advises me that "home electrical goods are now covered in comet under the SOGA 1979".. err.. yes they are. So I speak to a supervisor who is now trying to contact HP as comet apparently have a contract with HP to replace these sorts of things and issue the refunds... hmmm

bluebird

If a store sells you a faulty item then it is obliged to refund you or exchange it,As you are dealing with the worst possible store I'd opt for a refund.

robmar0se

Under SOG after 6 months it is for you to prove its faulty. I suggest you have an excellent case.

Have look at the Which docs on this http://www.which.co.uk/consumer-rights/sale-of-goods/understanding-the-sale-of-goods-act/your-rights/;
CAB can also be helpful in rresolving these situations.

I would put your claim in writing formally stating that you are returning the laptop under SOG, itemising the issues that you have experienced.

Two other things, backup your data, and remove from the laptop. Secondly as it will take some time perhaps to resolve, either take the risk and buy another, or use another PC, or perhaps buy an inexpensive 2nd hand item to tide you over. But see what their initial reaction is; the manager may need to refer it?

macman

bluebird wrote: »

If a store sells you a faulty item then it is obliged to refund you or exchange it,As you are dealing with the worst possible store I'd opt for a refund.

No they are not. They can repair, refund or replace at their discretion.
Though if you have already had 2 failed repairs, I'd be looking for a refund (obviously minus the depreciation).

04riversj

macman wrote: »

No they are not. They can repair, refund or replace at their discretion.
Though if you have already had 2 failed repairs, I'd be looking for a refund (obviously minus the depreciation).

How do you agree on depreciation if that is the case?

And I've just spoken to a new supervisor who expects her phone calls to HP to last "most of the day" due to this and didn't seem to pleased about it... Great.

macman

It is the case. You just negotiate. A year old HP consumer laptop is not going to be worth a great deal though, depending on the spec.
You can't expect a full refund, as you've had most of a year's use out of it.

Knarf44

HP DV Entertainment series laptops have had problems practically since the day they were introduced. You only have to Google HP DV Series + problems and you'll get a long list of results about various models in the series.

I can only assume it's down to poor design and poor quality components something of course the company will always strenuously deny but what the high failure rate strongly suggests.

In any thread I enter where the poster is seeking advice on what laptop to buy I will always suggest avoiding anything by HP.

Notmyrealname

04riversj wrote: »

Hi there, in May 2011 I purchased a HP Pavilion dv7 from Comet for £664.99.

Around November it started to become unnaturally hot - to the point that you simply could not touch it. I had this sent off to HP where I had no laptop for 3 weeks. It was then fixed!

In February the problem reared it's head again and was again sent off for the same repair (replacement of a thermal module and something else...).

Now, in April, the problem is back. This is clearly a design issue of some kind with the laptop.

If its doing this within a similar time frame, I reckon it may be the way it is being used. They are not supposed to be used on your lap or on the bed. When you do that it sucks up fluff into the fan which blocks the gap between the heatsink and the fan and leads to overheating.

Most laptops I get in from home users that are 12 months old or more are blocked to hell or nearly blocked solid.

Do you smoke or does anyone in your house smoke? I only ask because it speeds up the process, achieving the same blockage in half the time.