Laptops Direct problem

mikpin

I purchased a new HP laptop from Laptops Direct last week, paying through Amazon Payments. The laptop keeps dropping the wifi connection and the Window troubleshooter advises that the 'wireless adapter' needs resetting. This happens every 10-20 minutes. I contacted their Tech Support, Zuu Media, who logged in remotely and changed the wifi channel on my BT Home hub. Unsurprisingly this did not solve the problem. HP have issued a DOA Authorisation Form which allows for the return and replacement of the faulty laptop. My problem is that Laptops Direct are not prepared to collect the faulty laptop from me at their expense as they say it was a 'business' purchase. It was not a business purchase, I merely used my normal Amazon delivery address which is my work address. If you checkout using Amazon payments you do not have any opportunity to enter any other address.
I have an Amazon invoice which clearly states my home address as the invoice address but Laptops Direct are refusing to acknowledge this and are insisting that I either pay £20 for collection or return the laptop at my expense.
Does anyone have any suggestions how I can resolve this? I really don't feel it acceptable to have to pay to return a faulty product.

dalesrider

Can't halp with the above.

But always pay a retailer direct. As using a 3rd party money co is a sure fire way of losing rights via S75 if you linked to a credit card. Or hope of using the chargeback system for issues.
You are now reliant on Amazon to assist.

mikpin

Amazon Payments have their A-Z Guarantee which looks like it offers pretty good protection. I can't start their refund process until 3rd April but it would have been nice to have sorted it out before then.

mikpin

Just to update my own thread, I made a claim via Amazon this morning and within 10 minutes I had an email from Laptops Direct to arrange collection of the faulty laptop. It's a shame that they only reacted once Amazon got involved!