Currys / PC World - Consumer Advice Needed

mark_18

Hi,

I was just after a bit of advice regarding a problem I have had with a product I bought from Currys / PC World.

I bought a Google Nexus 7 tablet just over 4 weeks ago. Yesterday I noticed that there was a fault with the charging socket (micro USB). It only seemed to charge when the cable was in a certain position.

I must admit that I haven't noticed this problem prior to yesterday, but I can't say that I ever paid much attention to whether is has been charging or not, it has just been a case of it being plugged in and left.

The problem is intermittent, and it could just be a coincidence that 9 times out of 10 it has actually charged, and the other times I just haven't noticed, or I have moved the tablet and it's started charging again.

I have barely used it, and I couldn't have been more careful with it.

When I took it in to Currys PC World, the guy I dealt with was rather blas! about it, saying this sort of thing happens with tablets/phones and laptops all the time, and that it is usually classed as customer damage.

I can appreciate that it must happen all the time, and whether they believe me or not, I couldn't have been more careful with it. It sits on a flat surface when charging, I don't allow the cable to hang over the side.

Surely if it can be damaged so easily, under normal use, then surely it's not fit for purpose?

Currys refused to be responsible for it, stating that if it has a defect when it was sold then I should have noticed it sooner and reported it to them. The problem is that it is a seemingly intermittent problem, and it wouldn't be unreasonable to suggest that it could have gone unnoticed up until now.

They have said that they will only send it to ASUS for a repair, which ultimately I will be responsible for paying for if they deem it to be customer damage.

The guy from Currys admitted that the tablet was in as new condition, and showed no signs of stress on the plastic around the charging socket, which he said he usually sees quite a lot when these type of products come in with a damaged socket.

I really wanted to know what my options are? I am not 100% sure of consumer law. I know that different retailers have their own policies etc. But I read that if the product is less than 6 months old, it is the responsibility of the retailer to prove that it was customer damage.

What are my rights if I suggest that the product was like that when I bought it? Is it my own fault for perhaps not noticing it sooner?

Any advice would be greatly appreciated, thanks guys!

Ps. At the moment I have agreed to let Currys send the tablet to ASUS to be fixed/assessed. I returned it to them today.

Dogger69

Your understanding is correct, it is for the retailer to prove the fault is not inherent. However, have you tried a different charger? If that is the problem, it would be more effective (in time) to solve the problem yourself.

bod1467

I'd suggest NOT using another charger, unless you have another ASUS Nexus charger. Another charger may not have sufficient output to charge a Nexus and may overheat.

mark_18

Thanks for the quick reply.

Yes we tested the charger itself in store.

So have Currys offered to do the correct things by sending it to ASUS for repair? Or can I challenge them and tell them that I wish them to prove that it was customer damage?

The guy said that even if ASUS do repair the tablet for free, it would still be classed as customer damage to them? So I guess that I have no grounds for a refund because of this?

So how can I go about challenging them?

unholyangel

If acceptance hasnt occurred, you can insist on a refund. After 4 weeks though, IMO you'll likely struggle with non-acceptance so on to the next stage.

Within the first 6 months it is for the retailer to prove the fault isnt inherent. You can request one remedy over another (repair, replacement, refund - which can be partial to take into account use you have had of the goods) but the retailer can refuse if it is disproportionately costly. Since ASUS will repair it under warranty (if its not consumer damage), undoubtedly replacing or refunding will be disproportionately costly in comparison.

As for damage....ports do get damaged a lot, but its usually by people not using them correctly afaik. For example people just pulling their phone/tablet off the charger instead of removing it. And when they put the charger in, they sometimes try and push it in forcefully.