HP Laptop bought from PC World

Kiko4564

Can someone tell me how long "a reasonable amount of time" would be defined as under the SOG 1979 in relation to a laptop costing £350? Would the European Guarantee Directive be relevant? I've already tried contacting HP, spent 1 hour 40 minutes on the phone, so gave up. Called again, got transferred through to a supervisor but had no idea and would not answer the question unless i paid. I had already called the Citizens Advice line but got told to either contact the retailer, manufacturer or look online and they said it would depend on the type of usage. I already contacted PC World, said I would have to pay. What would be my best next course of action?

unholyangel

how old is the laptop and whats wrong with it?

forget the directive.

Kiko4564

Thanks for your hasty reply and advice The laptop was bought on the 7th of February 2011 and the fan has failed.

unholyangel

Ok as its been more than 6 months from purchase, it would be up to you to prove (usually done via independent report) that the fault is inherent and not simply the result of natural wear n tear or misuse.

If the report finds in your favour, the cost would be refundable by the retailer. You can request a repair, replacement or refund (which can be partial to take into account use you have had of the item) but the retailer can refuse if your chosen remedy is disproportionately costly in comparison to other remedies.

If the fault isnt inherent, you'd be down the cost of the report and of repairing/replacing the laptop.

Kiko4564

So in regard to my question of a "reasonable amount of time" are you implying that it has already lasted that long?

unholyangel

what is a reasonable length of time is a question of fact.

That is, it is to be decided by a judge. £350 laptop I'd likely expect 3-4 years. Depending what its to be used for and how its treated ofc.

But just because something doesnt last a reasonable length of time doesnt automatically mean its faulty if the faults have occurred due to it not being used properly/physical damage etc.

wealdroam

Kiko4564 wrote: »

So in regard to my question of a "reasonable amount of time" are you implying that it has already lasted that long?

That has not been suggested.

But if, for example, you had been poking a knitting needle in one of the holes and caused the damage, then the retailer does not have provide a remedy.

The purpose of the report is to prove to the retailer that the problem is inherent.

It is for you to prove that the problem is not due to 'user error' and all the other things Unholyangel mentioned.

MC24

Hi Kiko

Ive personally had problems with my Sony Vaio a few times which was brought from PC world. I have had it repaired 2 times for free (although their is a upfront £50 "deposit" or "fee" something they call it which is refundable if a manufacturing fault is found) with no problem at all. Is the upfront payment of which they are asking a fee which is refunded if a manufacturing fault is found? or is it a different kindof cost?

Also in relation to the sales of goods act, their is a restriction that - Under the limitations act it covers a period of 6 years for the customer to make a complaint, so you are well within that time frame.

The fan issue which you have, is it due to a manufacturing fault? thats the main issue you have to determine before going ahead with anything. If it is found to be a manifacturing fault (This means that if a product turns out to be damaged or faulty at the time of sale, or if a fault emerges over time) then you are entitled to a free repair/refund/replacement. If not it will cost.

I have also just recently sent an email regarding a ps3 which is almost 6 years old, cost £400 odd and they have offered me a partial refund of £50 as it was too old to repair.

Sorry for the long reply, hope it helps it seems all jumbled too!

Mayur

ajones456

MC24 wrote: »

Hi Kiko

Ive personally had problems with my Sony Vaio a few times which was brought from PC world. I have had it repaired 2 times for free (although their is a upfront £50 "deposit" or "fee" something they call it which is refundable if a manufacturing fault is found) with no problem at all. Is the upfront payment of which they are asking a fee which is refunded if a manufacturing fault is found? or is it a different kindof cost?

That fee is a repair fee / diagnostic fee. You would then decide weather or not you wanted to pay the additional balance for the work to be completed.

MC24 wrote: »

Also in relation to the sales of goods act, their is a restriction that - Under the limitations act it covers a period of 6 years for the customer to make a complaint, so you are well within that time frame.

Provided the customer can prove its not a fault that he has caused - as already debated its a judge who decides what a reasonable amount of time is. Some may see 2 years to be reasonable, others 4.

Jakg

ajones456 wrote: »

That fee is a repair fee / diagnostic fee. You would then decide weather or not you wanted to pay the additional balance for the work to be completed.

From a store level, yes, but the call centre do something different - if you want an out of warranty repair, you pay £50 (effectively paying for the engineers report). If the engineer says it's an inherent fault, the repair is free, if they don't they'll let you know the repair cost.

edwardw

the fan will be a relatively low cost replacement anyway.
if you know someone that knows what they are doing, the fan will usually cost no more than £5.

So you have to work out if its worth it to go through all that hassle for the sake of £10-£20!