How many repairs are reasonable?

Incashirt

Hello :wave:

This is my first question on a forum site, I would really appreciate help with this.

I purchased an Acer laptop (from online company) last October for my son.

Within 6 weeks the hard drive had failed, the laptop was returned to the manufacturer, it was repaired and returned.

Within 6 weeks of return the hard drive failed again, this time it was returned to the supplier (I paid for return) - It was repaired and returned.

Within 6 weeks it failed again - This time I refused to pay for the return and the supplier arranged a collection at their own cost - It was repaired and returned.

You guessed it!! It has failed yet again 2 days ago - I have contacted the supplier - They are refusing to collect it again, stating that I have to pay for the return (Registered/Special Delivery)

Do I have any rights to say, enough is enough! This laptop is obviously not fit for purpose and never has been. The replacement hard drives are failing within weeks of return!

Please help, I am at a loss as to what to do or say to them next

tinkerbell28

You claim would be under the SOGA and against the supplier.

Would a court decide in your favour. Probably given what you have said here.

It is all on the balance of probabilities however.

So you could file a small claim for costs and reimbursement if the company are not forthcoming.

downright_mean_with_money

you certainly do have the right to say enough is enough, 4 attempts at fixing the "same" problem that is obviously breaking down on a regular basis is plenty reason. Assuming you have kept good records, with evidence the process will take some patients, firstly don't bother sending them the item (at your cost) you now have to start writing, and sending stuff recorded delivery, stating that you are now rejecting the goods under SOGA because it is not fit for purpose "because the harddrive failed on this date, then date, etc. and that you want a full refund, or replacement plus costs for returning (at each stage) give them 14 days notice to reply (then 7 on any subsequent letter). You have been more than patient in letting them fix but they haven't so they can have the goods back and that's it. What they may try to do is offer you less for the time you've had it, but as you've paid for postage that's not fair so stand your ground. Don't let them try and repair it again, if they offer this say no and that you want an "independent" report producing on it as to why it's keeps failing. You have the right to ask for this, don't do it yourself as you may not get the cost back unless they agree to it first, and in the end they probably won't bother - the item is less than a year old and any small claim process (which is extremely easy to do online!) should find in your favour hence you shouldn't feel worried not getting shot of this poor quality item. It obviously means you will be without the item for bit

Valli

Head the letter (assuming that's what you decide to do)

LETTER BEFORE ACTION

This should make it clear to the company concerned that you have had enough, you are giving them one final chance to refund (or whatever) and if they fail to do that within the timescale specified you will escalate to Small Claims.

Incashirt

Thank you to everyone for your responses.

I have kept all emails & messages exchanged + proof of all returns & collections.

Should I:
1. Return the laptop with accompanying letter stating that I am rejecting the goods under SOGA and ask for full refund or will progress to 'Small Claims'?

2. Hold onto the laptop and send letter indicating require full refund or will proceed to 'Small Claims'?

Thank you all once again

Valli

Personally I would do '2'.

I would add, in my letter, that I expected a refund in full and them to arrange collection of the faulty item - and preferably in that order;)