John Lewis - HP Desktop Fault.

findingnemo^^

I am needing advise regarding a dispute with JL,

I originally purchased the HP desktop 29/12/2010 and was happy with my purchase until it became faulty with a hard-drive issue on 03/07/2012 (it wouldn't boot even after restore etc). This was all fixed promptly by JL, everything was fine until the same issue reappeared and now the desktop will not boot again.

The desktop had a two guarantee which has now expired and JL have estimated costs of £220 to fix this issue (with a £50) goodwill gesture from JL.

To be honest I am not happy that the desktop has failed twice in just over 2 years! What your take on this, stump up the money?

Cheers.

DevCoder

You will probably have to, the only thing I can think of is if the drives are Seagate 7200.11 drives then they had an issue with firmware rendering them unrecoverable (to most people) given certain circumstances.

http://www.theinquirer.net/inquirer/news/1050374/seagate-barracuda-7200-drives-failing

Your complaint would have to be with Seagate though, how would probably point you back to HP.

TBH, if it's just a hd failure then you can get a very decent hd for £60 and fit it yourself.

CoolHotCold

Honestly JL are ripping you off on the repair costs.

Did you create a set of Recovery Discs?

If not you need to purchase a replacement set from http://www.best2serve.com/page/rcd_landing

and you also need a replacement HDD

http://www.amazon.co.uk/Seagate-ST31000524AS-Barracuda-7200rpm-Buffer/dp/B004HBAGSO/ref=sr_1_2?ie=UTF8&qid=1363111959&sr=8-2


In total replacing it yourself will set you back £100, if you don't want to you should be able to find someone local who will replace the HDD and reinstall the OS for about £150

If you gave the exact model no of the desktop you'd get more help from here or the Techie board.

However for a legal POV, you will need to prove the HDD was inheriantly faulty, and unless the HDD was one that was recalled or has known issues it would be nigh on impossible due to their fragile nature.

vyle

CoolHotCold wrote: »

Honestly JL are ripping you off on the repair costs.

It'll be the repair agent quoting the cost -- that'd be pick-up, parts, labour and re-delivery.

I know that a lot of PC repair places down my way charge anything from £70 to £100 an hour labour for most things, so if it comes down to them buying a hard drive, then installing an OS, they'll likely charge it as two lots, plus other costs on top. It is a lot, but then it's coming down to the old argument from car mechanics:

"yes, the screw cost £1, but I'm charging you £200 for my knowledge of where to put the screw."

findingnemo^^

Thank you for the replies. The model in question is a HP Touchsmart 300-1210UK.

I have quoted the old SOGA and got this reply this morning. Just need to decide my next move, any further advice would be appreciated.

Thank you for your email regarding your HP desktop computer purchased from John Lewis Sheffield on 29 December 2010. We are sorry to learn that you are unhappy about your computer failing twice within the warranty period and I understand that you do not wish to accept my colleague’s contribution towards the cost of a repair.

At John Lewis we pride ourselves on our level of customer service and it is very disappointing that we have not met your expectations on this occasion.

The Sale of Goods Act 1979 (as amended) states that we as a retailer have a duty of care towards you for 6 years. During the warranty period we must be given the opportunity to fully repair any appliance bought that has failed after an initial 28 day period. After the first six months of purchase it is no longer the responsibility of the retailer to prove that the goods were faulty at the point of sale due to an inherent fault and therefore not fit for purpose.

If you are able to provide us with proof that your appliance was inherently faulty at the point of purchase, as deemed by an authorised repair agent, we will be able to discuss this matter further as well as reimbursing you for the cost of the report.

As the retailer we hold certain responsibilities to our customers for the goods that we have sold and we will always offer our assistance to the furthest point that we can. We would therefore be very happy to provide you with details of an authorised engineer who can assess your appliance further. You can contact the HP Premium team by telephone on 0207 6600 429, their opening hours are Monday to Friday 8:30am to 6pm and Saturday 10am to 4pm.

Please do not hesitate to contact us on 0330 123 0106, or alternatively reply to this email quoting the above reference number. Our opening hours are 8am to 9pm Monday to Friday, 8am to 8pm Saturday and 10am to 6pm Sunday.

Yours sincerely xxxx

neilmcl

As JL point out, and I'm surprised nobody has mentioned it up until now, if you want JL to provide a remedy under the SOGA then the onus is now on you to prove that the fault is inherent in nature. You need to get an engineer's report which will cost you initially but you will be able to recover this cost, should it show in your favour. Why not follow JL's advice.

Slowhand

neilmcl wrote: »

As JL point out, and I'm surprised nobody has mentioned it up until now, if you want JL to provide a remedy under the SOGA then the onus is now on you to prove that the fault is inherent in nature. You need to get an engineer's report which will cost you initially but you will be able to recover this cost, should it show in your favour. Why not follow JL's advice.

It was mentioned in post #3.