Argos and HP wont fix laptop!

lindsaygalaxy

We brought a laptop from Argos (it was on offer, possibly clearance) about 8 months ago. About 3 weeks ago it just stopped working. So I took it into the store where I brought it and they phoned through the HP. HP said they couldnt look at it as it was over a year old (even thouhj it wasnt!) and urns out for Argos to fax them our details ad a copy of the receipt, they woule email saying it was in warrenty and then it would be collected to be repaired.

A week later went back into Argos as hadnt heard anything and turns out they had faxed it to the wrong number. So they re sent it.

Then this week we got an email from HP saying the seriel number in the laptop (they still havent picked it up, its the number argos gave them) doesnt match the receipt and so wont repair it.

Its the receipt we got with the laptop, so its the only proof of purchase we have (although also have credit card statement) and dont have any other home laptops (only a work one) so cant be any others hiding anywhere!

Ive emailed back but it doesnt sound hopeful! Cant afford to buy a new one, that one cost £440.

Any suggestions? Thank you.

Fosterdog

Argos need to pull their fingers out and deal with this for you. I've never bought anything from Argos that has had the serial number recorded on the receipt so don't see how they can say that it doesn't match.

It may be worth looking into doing a chargeback on your credit card if they still won't help.

Put in writing what has happened and how they have fail to deal with it and send it to the HO, maybe somebody higher up the chain will be more reasonable and take ownership of the problem. Remind them that under SOGA they have a duty to help you.

When you say it stopped working what exactly is wrong with it?

As it is more than six months since purchase you may have to pay for an independent report to prove that it is a manufacturing defect and then submit that to Argos. They will then have to repair, replace or refund the laptop and refund the cost of the report.

wealdroam

These three MSE articles will help you...

1. Consumer Rights
2. How to Complain
3. Section 75 Refunds

visidigi

to be honest, I feel your pain, had the same issue with HP, it took them 5 days to finally say they got my receipt - on email.

Shocking process for a high tech company. Laptop came back fixed and cleaned though.

Your warranty runs from the date of purchase, until you confirm that date with an invoice HP treat the warranty start date as the purchase date by argos.

closed

stopped working?

frustratedexjlemployee

The receipt will not have the serial number on it, so it sounds like whoever was faxing HP was doing it completely wrong.

Not that they would normally be contacting HP directly anyway, mind, because HP doesn't actually repair HP laptops. There's a computerised system for authorising repairs or returns to HP if they're within a 28 day returns period (I can't remember which of the two, it's been a long time). The point being that Argos is making a bit of a pigs ear of it.

visidigi

You'll find its the HP side of it that makes a pigs ear. HP handle the return, Flextronics handle the repair to the unit, depends on range where the item ends up for repair.

Zandoni

Speak to the manager in Argos and ask him to sort it, if that fails phone the head office and see what they say.

Argos off a one year guarantee so you will not need to worry about SOGA and engineers reports at this stage.

lindsaygalaxy

Closed - it just stopped working. Worked in the evening, turned it off (shut it down properly). Tried turning it on in the morning and nothing, no life at all. It could be something as simple as the charger (although it was plugged in when using it the night before) but Argos didn't try it.

I was going to take it back in today but my DD has been up being sick all night so it's going to have to wait, and no one picks up the phone in store!

I think I still have the box in the garage with the picking ticket on it so will get that out too. Can't believe it is so comlicated!

They said it would be quicker for the company to contact me direct to pick it up as they only get pick ups once a week! Wish I had left it there! Doing all the while working most the week and then having to take a toddler is less than easy

rustyboy21

It doesn't matter how long Argos has it stored in their warehouses, Your warranty runs from the date you purchased it from them.

I have the same issue in my shop with gas fires. I buy from a distributor who may have them in stock for 6 months, sometimes even the manufacturer has them stored themslves for years. My record of longest stored product sold, but still under warranty is 6 years. All I do is supply the manufacturer with a faxed or scanned copy of the receipt I have given the consumer showing it is in warranty and it gets sorted. Scan/email or fax your receipt to HP direct and inform them of their responsibilty.

Another thought though..... I have an HP desktop myself, had same before and also have a HP laptop. When you first set it up and go online, you automatically go through registering the product direct with HP. If you always get HP updates sent through, you have registered it with them, so they will already have the serial no, date purchased and date of registration on their systems. What is their problem?

emma10000

I actually work for Argos call centre so I can help you with this query. I can confirm that as long as you have the receipt you will be able to have your laptop fixed under the guarantee. Now the usual process is to call HP who will arrange to collect the laptop, repair it and return it free of charge. However I understand that HP are advising that the serial numbers do not match and the laptop is over 12 months old? I can't see how this is possible as your receipt only states the cat number and not the serial number. Okay I'll advise you what to do.

Option 1- go back to the store and speak to the manager. Take your receipt with you, advise that you are really unhappy and you need the laptops urgently due to work / child's coursework etc. Tell them you want this sorting and you are not prepared to call HP as they are not helping.

Option 2- phone the call centre (sorry haven't got number to hand but it is on the receipt, push option 4 to speak to adviser) and when connected as to speak to a manger. If you choose this option the manager will sort this for you and will usually offer vouchers ect as goodwill for inconvenience caused.

Personally I would advise you to go for option 2. Just to remind you that you don't need bank statement as long as you have the original receipt.