Purchased Laptop from U.S recived broken!

linux_cat

Hi guys,

So I recently purchased a specialist laptop from the states, the company doesnt make them in the UK so it was the only option I had.

I received the laptop when I was on holiday but on my return after taking it out of the box I noticed that the laptop had been dented, I immediatly contacted the US company and organised for a return of my machine.

I provided them with pictures of the damage, and also pictures of the plastic wrapping it came wrapped in, which was imprinted with the speaker grill and a small cut where the dent had been pushing against the packaging during transit. This was to prove to them that the laptop must of been damaged before it was placed in its box and shipped to me.

Now it has been 2 weeks since they have received the laptop, and have informed me that their tech team are currently investigating. Ive searched the internet to better understand my rights in this situation but cant seem to find much, I guess the added complication is that I purchased this from the states so consumer rights there might be different?

Can anyone help me better understand what to do?, Im pretty aggravated that they are taking a long time to resolve this issue when in my eyes its a pretty straight forward replacement/refund.

WTFH

You would need to check their website for their terms and conditions.
It may seem pretty straightforward to you, but whether it is to them or not is a different matter. If they have to make a new laptop, it may take a few weeks. If the problem is with how it was shipped, they'll want to correct that before it ships.

Also, is it 2 weeks since you shipped it, or 2 weeks since they received it?

linux_cat

Thanks WTFH, its been 2 weeks since they received it.

WTFH

Have you been in contact with them in the last 2 weeks to ask for an update?

Hintza

Play this slowly for the time being, you don't want to get all excited just yet.

vaio

How long did you have it in your possession before you noticed it was dented?

How did you pay?

linux_cat

I was actually on holiday when it was received around the 16th September, i arrived back on the 25th and within 2 hours of opening and using it I noticed the dent.

However the logs on the machine confirm that it was first powered up on the 25th.

I have been in contact and have had prompt replies explaining that the tech team are looking/still looking into the issue.