Where do I stand?

sneezyboots

My husband purchased a laptop 2 months ago. This was a laptop costing £1500 so not a cheap product and it was built to specification. Laptop had small sound issue. Laptop returned for repair but they could not replicate fault as they did not follow the instructions so laptop returned. Laptop sent for repair again with videos of the fault to show them how to replicate it. Returned as unable to replicate fault again!

Returned for a third time for repair after speaking to them. After 10 working days had not heard from them. (Website says allow 7 working days) so messaged asking for update. 3 days later had no reply so called them to be told someone would be in contact in the morning. Still no contact so by the afternoon husband contacts them again. This time they say they can replicate the fault- admit it is a fault but say that as all laptops with that case have the same fault they do not consider it a issue!!!!!

As husband knows about computers he asked for an external sound card to 'bypass' the fault to be sent free of charge to consider the matter resolved. This card retails on their site for £80- not exactly a big thing for them to provide for free to compensate a £1500 laptop with a fault. They said no. Husband requested to speak to manager and told repeatedly that managers cannot speak to customers but to email complaint to normal complaints department (no way of contacting a manager directly).

The next day I made Husband get them to send laptop back before he complains as I was not happy with the company having possession of laptop and money. Laptop is now back and I have drafted a 2 page complaint outlining the details of everything for him to send. Just wondering what his actual rights are in this situation as they have admitted the laptop has a fault but in the same sentence say they don't recognise it as a problem as lots of their products have it. That bit really baffles me. As I mentioned earlier though- the laptop is built to specification so I'm assuming that changes things from a straight forward off the shelf product.

Thanks for any help you can provide

neilmcl

They admit a fault (which you could do with getting it in writing) therefore you're entitled to a remedy of either repair, replacement or refund under the terms of the SOGA. I think it's time to send a LBA.

Who is the retailer?

sneezyboots

Thanks- that's what I thought. It's PC Specialist. Unfortunately you can't get a computer built to the spec you want for a better price elsewhere. Just hope it works perfectly as their customer service and repair team are truly awful.

paddyrg

If you ever find yourself doing this again, give Novatech a try, their customer support is usually splendid TBH. Not much help now, of course, but worth looking at in a couple of years.

In the meantime, external sound card, you can get nasty USB ones fro about £3 for the cheapo ones which are simple dongles, so you may find aftermarket is the way to go.

sneezyboots

Thanks. My husband did look at Novotech as we even have one of their shops with 30 mins driving distance but decided to go with the others. The problem only occurs when the screen brightness is below 100% so won't occur very often as he usually uses it plugged in and with the brightness 100%- it's more the fact a laptop costing that much has a problem at all. The sound card he requested was a specific one so he knew it was a good one I was just very surprised they did not want to provide it to settle the case as they have admitted they know about the problem and that they can't actually fix it.

somethingcorporate

If you send a LBA (letter before action) then make sure it is short, simple and to the point. Two pages is way over the top. You need to state what the problem is, how you want it to be resolved, give them a time limit and tell them what you are going to do if they don't comply (small claims action). This should be 3-4 paragraphs at the most.

Any massive, waffly, emotional rant will likely get laughed at initially and then ignored/binned.

Alecwa

Hi, I have a similar problem with PC Specialist.

I purchased a laptop from them and in less than 3 months it began developing overheating problems and it became completely unusable.
They diagnosed the issue over the phone and arranged collection for them to repair it, happy days.
However this was 2 weeks ago and they haven't even started working on triaging and repairing it. They say it is still "in a queue" and will be worked on soon. They have now given me this response 3 times and I've been without a laptop for over 3 weeks because of the problem.

Where do I stand? I have already complained via email and asked to be referred to their complaints manager. But that email has been completely ignored!

I would like to request a replacement, as unfortunately I can't find a laptop of that spec for less money! Either way I'm going to be without the product for way over a month which in my mind is completely out of order, but I'm unsure what my rights are in this situation.

Any help will be greatly appreciated!

neilmcl

Any remedy must be carried out with a reasonable time. It's only been 2 weeks. If you've not had any joy after 30 days then that might be a good time to start complaining.

Alecwa

Hi Neil, thanks for the reply.
That's what I wasn't sure on, how long is a 'reasonable amount of time' and is it actually defined anywhere?
If a certain amount of time passes must they supply a replacement etc.?

neilmcl

No specific time is defined as circumstances can vary. All the law says is that a remedy must be carried out in a reasonable time and without causing a significant inconvenience.