2 yr old netbook has developed a catalogue of faults

red_fraggle_2

Over the last couple of months my Packard Bell netbook has developed various faults; this started with the wireless adaptor dropping out from time to time and internet explorer sometimes not opening. This has recently developed into the machine freezing completely, or spontaneously restarting, which then launches a series of "windows did not shut down properly" screens. Sometimes I get a blank blue or white screen and in the last week or so I've started to get what I can only describe as "La Cucaracha" on my screen - most times this takes the form of a screen full of pixely blue, white & black lines.

I bought the netbook in March 2010 and have maintained regular updates and virus checks. Last week I went back to Currys, where I bought it from, for advice. Their advice (from my description as above, not from undertaking any diagnostic checks in store) was that it is likely a problem with the motherboard, as so many things seem to be failing, but if that is the case they would advise buying a replacement rather than paying for repair. When I pointed out that netbooks should last longer than 2 years they suggested I contact customer services and reference the sale of goods act, which states (as I'm sure you all know) that goods purchased should last a "reasonable amount of time".

I have contacted customer services and been told that as they "don't repair netbooks" they can offer me £130 in vouchers as a current value refund for the machine (I bought the netbook at a reduction with a mobile broadband deal but the shelf price for the standalone machine was £249. Currys are telling me the shelf price was £169 when I bought the machine but that's a separate issue...). At present I have rejected this offer as not good enough, as having read Martin's guide I was of the opinion that an equivalent replacement should be offered. Having researched a bit more since speaking to them it seems that the SoG act actually does say that retailers can make a deduction for use of the item up to the point of failure. As I've had the machine for more than 6 months I am aware that the onus is on me to prove that the fault was present at the point of purchase, but as I have run every virus check, system restore, etc that I can find and now can't actually do a great deal on the machine without something happening that takes me back to square one I'm not sure how I can do this as I still do not know what the actual fault is. Can I insist on Currys undertaking a diagnostic check? I have already told them that if the fault is demonstrably the result of something I have done I do not expect anything from them at all, but as I am now unable to do anything at all with the machine I don't know what the next step should be.

I am not angling for a whizzy new netbook here, I just want the one I bought 2 years ago to work, and I'm wondering whether to cut my losses, take the £130 and pay the difference myself for a replacement or whether I should keep pushing. Any advice gratefully received.

ThumbRemote

I think their offer is more than fair, and personally I'd take it.

They can give a refund, and deduct a sum for the use you've had so far. If a netbook is expected to last 5 years, you'd expect a 40% deduction for 2 years use. At £249 that would leave you £149, at £169 its only £101.

thatlemming

Take the £130. It's a good offer. And choose a better brand than Packard Bell next time.

agrinnall

I agree with ThumbRemote's advice to take the money. I actually think it's an even better offer than suggested, because that assumes straight line depreciation over 5 years, whereas I'd expect a higher level of depreciation at the start so after 2 years it could be worth as little as a third of the original price - I certainly wouldn't pay £149 for a 2 year old netbook.

somethingcorporate

I agree with the rest, it's a fair offer and the fact you have had not had to go to the effort of getting a report done etc then you really are quids in.

You must have a nice smile - Currys are not well known for their customer services!

CoolHotCold

Netbooks, by their inherent nature as being smaller will fail more within 3 years. The specs alone on a netbook usually mean they are extremely slow and frustrating after 2 to 3 years (with new software being designed for new hardware) and the hardware on a netbook isn't the fastest to begin with.

You must understand that although the SoGA does state 5 years, it also says up to 5 years, not everything should last 5 years or is intended to be useful for 5 years. A notebook is something that should be useful for 3 to 4 years and I would expect a netbook to be less.

Currys have done more than they are required to under the SoGA, by skipping the whole "You have to prove it first" and have offered a very resonable amount and within a very short period of time.



Also, have you tried restoring it back to factory settings? And are Currys letting you keep the netbook if you accept their offer?

I would personally back up all the data (onto a USB drive or Hard Drive) and go through the restore process (right back to its factory setting) It could just be a software issue that is causing your issues, a Factory Restore will tell you one way or another, and If Currys are allowing you to keep the netbook after you receive the vouchers you can still sell it on ebay for spares which would probably amount to £50ish (especially if the screen is still mint) though watch out for all your data, even a Factory Restore will still leave the data recoverable.

mattyprice4004

Good offer, take it. Although I more than expect the OP to come back and say they won't.

red_fraggle_2

If I was flat going to refuse the offer I wouldn't have bothered asking on here, but thanks everyone for the advice. As everyone seems united in opinion, and the crux of this whole thing seems to be what is considered "reasonable" (I'm assuming you're all reasonable people! ) it looks like my best strategy would be to go back to Currys, cap in hand, and take the £130. Maybe I'll go to a different branch though - I was a little over-confident in quoting what I now know to be incorrect consumer rights last time!

In answer to CoolHotCold's question, Currys will retain my netbook if I accept the vouchers, which I do think is fair enough.

Have made a last ditch attempt at a 2nd factory restore (on the basis that whenever I operate in Safe Mode I haven't had any of the issues I mentioned, so maybe it's a driver...) which didn't quite finish before I had to leave for work so hopefully that might have done the trick - I'm going to experiment with reinstating my software and drivers very slowly to see if any one of them kick-starts the problems. Or I'll get home and it'll still be a very expensive paperweight and I'll be making nice with Currys tomorrow!

Thanks again for all the advice.

thatlemming

Aw, how very nice, an OP that didn't get stroppy simply because people disagreed. Good on you tbh.

CoolHotCold

To clarify the branch do not decide how much or even if you get vouchers/BACS payment, it is all down to the customer service people over the phone. If you've phoned them they should of given you a reference number to quote in future conversations.

With Packard Bell or Acer a Destructive System Restore is preformed using Alt + F10 on startup (tap both the buttons at the same time a second after you turn on the system), and doing this will put it back to how it came out the box so you shouldn't have to fiddle about with drivers.

Zandoni

thatlemming wrote: »

Aw, how very nice, an OP that didn't get stroppy simply because people disagreed. Good on you tbh.

Unfortunately people on here usually get 'stroppy' because of the way their question is answered.