Distance Selling regulations - trying to return an HP laptop

bobwilson

I bought a laptop from HP's website and I've been trying to return it for a refund under the distance selling regs. It had clearly been previously used, and the screen is not good enough for my needs.

The distance selling regs state that companies must clearly provide a contact email address (not web form) on their website, however HP appears to ignore this law.

The law also states that a customer is only expected to reply to the latest available email address from that company, for example, an order confirmation, and that counts as doing their part to inform the company of their intent to return the item.

Even if the email address is for the wrong department or refuses incoming email, it's considered the company's responsibility.

However, I'm concerned that since HP is breaking the law already, and ignoring my emails, they will probably not honour the fact I tried to contact them within the 7 day period.

I can't for the life of me find a returns contact email address for HP on their website.

I filled out a web form but received no reply. They aren't answering the phone either.

I have tried replying to the order confirmation email so I at least have some proof of contacting them, as per the distance selling regs, but so far no joy. What can be done in a situation like this, if HP continues ignoring my emails? Do I have to take them to the small claims court? (huge hassle) The laptop cost £279.

I wish the government would set up something quick and easy to protect consumers from companies who fail to adhere to the distance selling regs, since it seems to happen so often still. In the meantime, all we can do is post for advice on forums I guess.

Thanks.

mije1983

From their website on the contact us section:


[EMAIL="ukgla.hpstore@hp.com"]ukgla.hpstore@hp.com[/EMAIL]

Also I noted that their phone lines are only manned Monday to Friday 9am - 5.30pm so if you have been trying today, this is why nobody was answering.

wealdroam

bobwilson wrote: »

I can't for the life of me find a returns contact email address for HP on their website.

You really must try harder.

See this webpage:

http://h20386.www2.hp.com/UKStore/Merch/Common.aspx?p=information&tab=4

Oh dear... too slow again.

agrinnall

Got to agree with the previous replies that the email address is perfectly clear, and it's hard to see how you could have missed it. You say they are already ignoring your emails, what address have you used to try to contact them?

However, even without it, and even if HP did refuse to accept a DSR return (which I think is highly unlikely) you can still reject under SOGA given what you say, so I fear you are worrying entirely unnecessarily.

George_Michael

bobwilson wrote: »

The distance selling regs state that companies must clearly provide a contact email address (not web form) on their website, however HP appears to ignore this law.

The DSR's only state that the trading address of a company must be given. There is no requirement for an email address to be provided.
The reason for this is that the DSR's cover more than just internet related sales and some companies whose sales are covered by the regulations may well not have an email address. (Companies who only sell via the phone for instance).

Scrootum

Just buy from a shop next time, you can try it out before buying and take it back if faulty.

ThumbRemote

Scrootum wrote: »

Just buy from a shop next time, you can try it out before buying and take it back if faulty.

Both of which you can do if buying online too.

Scrootum

ThumbRemote wrote: »

Both of which you can do if buying online too.

Much simpler from a shop, keeps more people in jobs as well.

neilmcl

Scrootum wrote: »

Much simpler from a shop, keeps more people in jobs as well.

OK, if that's what you like to believe.