Store refused refund or replacement

Tulsablue

Bought a laptop from Currys in Feb 2013 used it for about 8 weeks when the power cord pin that plugs into the laptop snapped clean off. I took the item including box etc bag to the store. They said they would return it to their tech people. Computer was returned to me with a note saying it was not part of manufactures guarantee. Took it back to store again and asked for refund or credit note to purchase alternative laptop, I was told that no refund or credit note could be issued and if I did not accept what the tech guys said I had to log a dispute with them.

Item was

Purchased with debit card
The power lead pin snapped off during normal use, I didn't even notice it had done until low battery warning sounded.
The item was only 2 months old when first returned
The item was only 3 months old today 25-05-13 but they insist we have no rights to a refund or credit note after 21 days, this according to their leaflet that was issued at purchase,

I will be contacting the citizens advice consumer service on Monday or Tuesday becuase of bank holiday.

Anyone any other ideas?

Caz3121

could you just replace the power cord, should be minimal cost

I can't see why the laptop would need replaced or refunded just because the power cord is broken...if it was an item that warranty covered they would just replace the cable not the laptop

Tulsablue

Caz3121 wrote: »

could you just replace the power cord, should be minimal cost

I can't see why the laptop would need replaced or refunded just because the power cord is broken...if it was an item that warranty covered they would just replace the cable not the laptop

That's what I thought but they are refusing to replace even the power cord .

visidigi

Its not the power cord thats broken, it sounds like the pin in the laptop that has been damaged.

It doesn't just break off by itself. It needs an action to break and the tech team have clearly decided the damage is not in line with the guarantee. This is correct if the damage is done by the user.

You have no rights to a refund, it's misuse.

Have you asked for the cost of repair to the item that is damaged and then worked back from there?

Valli

To be honest the laptop itself isn't faulty, and the cord could have been damaged by you, albeit unwittingly. I have a feeling that the power cord will, because of its vulnerability, be excluded from any guarantee if it becomes damaged like it has. Best solution would be to source a replacement online (or instore).

unholyangel

Once acceptance has occurred, you can request a specific remedy (repair, replacement, refund - which can be partial to take into account use you had of it) but they can refuse if disproportionately costly.

If you dispute it with them they may send it off for examination and if found to be inherent, will probably source you a replacement.

SuperHan

After 2 or 3 months, they are right, you have no right to a refund or replacement. Currys will only offer a repair at this stage (and are within their rights to do so).

However, as has been said above, it is highly, highly unlikely that the adapter has snapped with no user fault at all. Any damage may have been accidental or unwitting, but it's almost certain that the laptop will have been knocked/dropped/angled wrong/had the cord pulled at/leant on the connection wrong.

Currys will most likely take your laptop away, send it for inspection, and you will get it back with a note saying there is a charge to fix. I think you'd be hard pressed to disprove this.

If you are entirely sure it is not your fault, under the SoGA, it is up to Currys to prove the fault is not inherent. If you disagree with their decision, pay for an independent engineer to have a look and write up a report saying the opposite, and then claim the cost back and a repair from Currys.

The easier option would be to just buy a new power supply.

Whatever happens, it's unlikely you will be getting a refund or a replacement though. Best case scenario is 2-3 weeks without your laptop and a repair.

bod1467

I'm still not sure if it is clear ... is it the pin in the power cord that has snapped, or the pin in the laptop (where the power cord fits) that has snapped?

Fergie76

Tell them you are claiming under the SOG act and not under warranty.

As SuperHan said above, it is then up to them to prove that the damage wasn't caused by you.