Nationwide cc chargeback - Pls HELP!!

Pingwyn

I've purchased a laptop at a shop, travelled abroad and the laptop was faulty, got back a few days after the 28 days period given to return a faulty item. I took it back to the shop and was told that they were not able to change the faulty laptop because the 28 days period was over and i should now call the techguys and they would be able to fix the laptop problem over the phone under the warranty. Which I did call them but with no success, the laptop was still faulty. Went back to the shop and again was told they couldnt swap it. I started a chargeback process through Nationwide cc dispute dept, I sent them a letter about 14 days ago and just know they called me to say that because I purchased over the counter I was not able to request a chargeback and gave a telephone to call and use the insurance policy. Is this correct???

Thanks for any advice

jamalfatty

Dont know about the chargeback, but the laptop was obviously not fit for the purpose intended so you should be able to get your money back under sale of goods act

ice_babe

Did you buy it from currys?

ice_babe

currys policy is if an item develops a fault within 28 days they will replace it, if the fault develops after 28 days first of al you ring the tech guys incase it can be fixed over the phone, if not it will sent of for repair.

I would go back and ask them to send it off for repair for you or you can contact the manfacture directly as you receit acts at your 12 month guantee, good luck

Crabman

Pingwyn wrote: »

I've purchased a laptop at a shop, travelled abroad and the laptop was faulty, got back a few days after the 28 days period given to return a faulty item. I took it back to the shop and was told that they were not able to change the faulty laptop because the 28 days period was over and i should now call the techguys and they would be able to fix the laptop problem over the phone under the warranty. Which I did call them but with no success, the laptop was still faulty. Went back to the shop and again was told they couldnt swap it. I started a chargeback process through Nationwide cc dispute dept, I sent them a letter about 14 days ago and just know they called me to say that because I purchased over the counter I was not able to request a chargeback and gave a telephone to call and use the insurance policy. Is this correct???

Thanks for any advice

The fact is you bought it with a credit card - you can claim from them as they are equally liable. Be persistent, they are under legal obligation to process the claim. And if the company (don't be afraid to name and shame) doesn't refund, then Nationwide Credit Card will have to refund you themselves. This is why they are keen to fob people off. Be strong, use the force

Reaper

To be honest I think you will find it simpler to go to the store rather than the credit card company. Either way you are eventually going to have to return the laptop to them.

Know your rights. Click here for a simple explanation. It includes this:

Stores may say they don't give refunds. But they can't dodge their responsibilities. If what you've bought is faulty, not as described or unfit for purpose, they are obliged to give you a monetary refund, or at least pay for the goods to be repaired.

Quite simply the shop is wrong. It is their responsiblity to sort out faults, particularly if the help line has confirmed it is a problem. Ask to speak to the Manager and if he still resists get him to phone head office to have company policy explained to him.

Pingwyn

Thank you for all the replies.
Yes, I bought from Curry's, I did take it back, I spoke with the manager and the manager's boss, but both were adamant to say the 28 days to return back had gone, even though i've taken the proof that I was indeed out of the country during the period. The laptop was sent to the techguys on Monday April 30th and I havent heard from them yet, ta
that is why I was trying the chargeback.
I just want a laptop to work on, and after 2 months that I purchased I haven't got one.
Should I call the Nationwide dispute depto. and tell them they are liable as well?? I was told several times by them on the call yesterday that I can't request chargeback due to the purchase have been made over the counter.

I will call them again and see waht they say...

Thank you very much again...If you have any more advices, I will be very grateful.

Reaper

That changes things. So you are saying that Currys are currently repairing it? In that case you have no case at all.

Using your credit card means both Currys and the credit card companies are liable if there is a breach of contract, but in this case I can't see that there has been one.

You really have got to allow them a bit more than 10 days to repair it.

Pingwyn

Thank you Reaper,
So all I can do is wait and see if they can fix my brand new laptop that was purchased 2 months ago and I was unable to use it.
I really hope that they can repair it.
How long do you think is a reasonable time to allow them to fix it??

PBA

From my last dealings with Currys, I seem to recall their repair policy under warranty is that they give you a brand new replacement or credit note for the original value if they can't repair an item under warranty within 28 days. Might work out in your favour, as you can doubtless get a slightly better spec laptop now for the same money you paid 2 months ago.

Regarding the chargeback, some of the confusion seems to have come from the terms used. A chargeback is when the card issuer claims the money back from Visa/MC if goods ordered haven't been delivered or a transaction is fraudulent (this process can also be done for purchases made on debit cards). This isn't the case here, as the goods were supplied as requested but subsequently developed a fault.

The CC company are also liable, as mentionned above, to make sure the goods are fit for purpose (this only applies to purchases made on credit card, not debit card). However you'd only be able to make a claim if Curry's refused to help you or they'd gone bust. If they don't repair your laptop within a reasonable time or they simply say they won't do it then you can start a claim against the CC company.

King_Of_Fools

The main issue here is Currys' atrocious customer support (which is why I never buy any computer stuff from them).

If Currys had gone bust or broken their contract with you then you could take it up with the credit card company (but bear in mind that this process takes at least a couple of months and should only be used as a last resort). As Currys are currently attempting to resolve the situation, you will not get anywhere with a chargeback request.