laptopsdirect

hightara

http://www.laptopsdirect.co.uk/


sons computer power on the motherboard over heated and gave off a burning smell, i told him to turn it off immediately, contacted the supplier above, they sent a curt messages saying contact the manufacturer, i know its their responsibility, but they were very curt saying contact the manufacturer, or you may incur extra charges and take longer

ive done that for two months now. i sent the computer back for the third time, last time it arrived my son turned it on and the same problem

i told laptopsdirect and msi, that i would post on here, if they didnt respond

all his school work was on it, and i wasnt able to back it up


the computer has been in limbo more than my son has been able to use it

any advice please as what to do next

Alias_Omega

HighTara,

How old is the laptop?
How long is the warranty from laptops direct?
How long is the warranty from MSI?

http://www.laptopsdirect.co.uk/content/customerservice.asp#faulty

hightara

hi omega,

he bought the laptop around feb 2012, well within the warranty period before it developed the fault, i believe it has a years warranty on it, but i must check.

last time we got it back, when he switched it on, the same problem was still there... they received it back on 13th december.

laptopsdirect, have not responded at all to my recent complaints, and checking on msi site, it is saying its being tested.

im gutted for him, as he saved his dla money to pay for it himself, just short of a thousand pounds. hes studying for his A levels at the moment and has all his work on it.:(

Alias_Omega

From the laptops direct website..

Whilst we are more than happy to return faulty items to the manufacturer on your behalf, this does add an additional layer of administration to the repair process and ultimately increases the overall repair time (usually by around 3-4 weeks) an administration and postage fee may be charged for this process. For this reason we recommend you return any faulty products directly to the manufacturer.

From the website again..

Faults Occurring Within 1 year (3 months for refurbished products): If you've had the product for up to 1 year and require a fault repair, your product will be repaired directly by the manufacturer or by us. If that's not possible we will give you a replacement, or if that's not possible, a refund.

With the information above, it would be wise to constantly retrurn the laptop via LaptopsDirect as eventually if it cant be fixed & they confirm it to be faulty, they would have to refund/replace.

I am unsure on the extra charges, i think that your responsibility ends when the item gets back to Laptops Direct. You would need to look into the Distance Selling Regulations, and the Sales of Goods Act for more info on this.


How did you pay for the Laptop? If it was via a Credit Card, you could contact them for advice.

mattyprice4004

Surely you'd have a backup of something as important as A level work?

hightara

unfortunately he didnt get time to back up, he usually does put his stuff on the external drive i have, alas not this time.:(

thankyou so much for the advice, i think i will try ringing both msi and laptopsdirect when they are open.:)

DixonDiva

My other half had a laptop from LD, it broke three times in 5 months, it was only after he published an article on one of his websites he admins linking back to them that they replaced it, they took it all 3 times and returned it Toshiba to be repaired, in the 5 months that we owned the laptop Laptops direct actually had possession of it for 12 weeks.

They really do need pushing and pushing or they will fob you off.

malcumms7898

I was considering getting a new laptop through this site but now I am having second thoughts. Are they always bad with faulty laptops?

hightara

hi malcumms,

this was the first time i have bought of them so not sure if there are many complaints about their customer care.

when i initially rang up, the girl said contact MSI as if you send it to us it may incur a charge and take weeks longer.

i got the feeling this was a standard response, they didn't seem to want to deal with the issue, or that was certainly my impression.

i hope that someone from one of the companies may see this

glad your hubby got sorted dixondiva:)

i've had no response to my emails sent to both companies, i'm hoping that this maybe due to the holidays.:(

hightara

good news, MSI have now said they will refund in full, send the credit back to LAPTOPSDIRECT, and they are to issue full refund back to me.

still no correspondence with LAPTOPSDIRECT, so here's hoping i don't have an issue with the refund.

ILW

hightara wrote: »

good news, MSI have now said they will refund in full, send the credit back to LAPTOPSDIRECT, and they are to issue full refund back to me.

still no correspondence with LAPTOPSDIRECT, so here's hoping i don't have an issue with the refund.

I would go to a High Street retailer for the next one. You may pay a bit more but going in and refusing to leave until they sort out any problems can be pretty effective.