Lap Top return to Asda

benjamintheblue

Laptop returns policy to ASDA supermarket Aintree 11th December 2013

My girlfriend returned a Laptop to Asda in Aintree Merseyside today. She showed the manager Joanne that it was not finding the hard disk. Its only 6 months old. Joanne asked had she got the disks that came with the PC. My partner said that she had misplaced the disks, and that she was not after a replacement or refund. Just a repair. To cut a long story short, this went to central management, and it came back that they will only accept goods that have all components with them for repair. It apparently is a new policy. Now my partner has looked for these disks, and I have doubts that it even came with any disks. I mean most laptops now reload from an inbuilt drive. Thinking there must have been a mistake anyway, I went down there quoting the sale of goods act, taking names, but they were firm. They do not accept return of faulty goods without all components. Surely this cannot be correct. What if I bought a 1000 pound television and I lost the remote? Surely if it broke down after a month, they would be liable to fix it. I cant believe this is correct. Can anyone tooled up on consumer rights tell me if they can do this? Thx in advance She had a receipt :beer:

unholyangel

Do they perhaps need the disks for the repair itself?

Has it been more or less than 6 months from purchase? What exactly is the issue she's experiencing?

Fosterdog

Laptops haven't come with disks in the box for the last almost ten years (except a few models) instead they all come with the option for the end user to back up the recovery partition to disks or USB.

Try contacting asda head office instead of just the store, they may be more helpful

System

benjamintheblue wrote: »

My girlfriend returned a Laptop to Asda in Aintree Merseyside today. She showed the manager Joanne that it was not finding the hard disk. Its only 6 months old. Joanne asked had she got the disks that came with the PC. My partner said that she had misplaced the disks, and that she was not after a replacement or refund. Just a repair. To cut a long story short, this went to central management, and it came back that they will only accept goods that have all components with them for repair. It apparently is a new policy. Now my partner has looked for these disks, and I have doubts that it even came with any disks. I mean most laptops now reload from an inbuilt drive. Thinking there must have been a mistake anyway, I went down there quoting the sale of goods act, taking names, but they were firm. They do not accept return of faulty goods without all components. Surely this cannot be correct. What if I bought a 1000 pound television and I lost the remote? Surely if it broke down after a month, they would be liable to fix it. I cant believe this is correct. Can anyone tooled up on consumer rights tell me if they can do this? Thx in advance She had a receipt :beer:

Where i work is the same its in case it cant be repaired and they have to either refund or replace

jcb208

The operating system will be on the hard drive in a hidden partition and you would of had the option to create recovery disks as well.Have you tried acessing the hidden partition usually pressing one of of the function keys whist booting to bios.If the drive is not faulty you may be able to restore from this

forgotmyname

Rather silly having the restore on the hard drive when that hard drive has failed.

So yes your laptop can install from the inbuilt drive except the drives died taking the install partition with it.

Silly idea. Back always.

unholyangel

Have we actually established that by "disks" the OP meant recovery disks or is it possible they're Microsoft office disks or Norton or something similar?

If the disks are missing it may give them cause to reduce a refund given to account for the missing value (if the disks hold any). However unless they are recovery disks, I cant see why they'd be required for a repair.

benjamintheblue

Thx for all your comments. The customer services manager said that 'Disks that came with it' My partner just assumed that disks had come with it. Then they just refused to accept it without those disks. I don’t think that they are needed, just that it’s their new policy not to accept goods for repair if they don’t have all accessories. They can't tell me what disks they were, and I get the feeling it is now up to me to prove there were no disks. So it means letters to manufacturers and time. Yes the pc was bought new; we have the receipt, and its only 6 months old. If this is ASDA'a new policy, it has major implications for customers. Why, they could just add a disk that you would not use, and then claim they cant accept it for repair. I thought my partner had somehow got it wrong. Maybe they were confusing the request for repair with being refunded or given a new PC. But they werent. I went down to confirm everything. This went right up to head office, and they said it’s their new policy. I said I could not imagine that being a policy, because where would it stop? A £1000 TV breaking down after a month and being refused repair because of instructions or controls or a lead is missing. The CS assistant said that their solicitors were unlikely to have got it wrong. He said the sales of goods act says you need to return all accessories. I told him this isn’t the case, and the Sale of goods act relies on common sense. This isn’t common sense. In the end we both laughed, as I realised he could tell me they only swap PCs for pork pies, and I wouldn’t have a leg to stand on, because there is no record of the conversation. I would have to spend time writing to the manufacturer for verification of disks, seek legal advice only for them to turn around and say they didn’t say that. So my next move is to write to head office and try to get them to put this new policy in words to me. Surely if this is Asda's new policy, Watchdog and consumer review people need to publicise this to protect the buyer.

In contrast Dixons didn’t even want my accessories and repaired my PC last month. Yet I always thought the supermarkets were the best at giving customers the benefit of the doubt instead of making us do the running around to prove a PC didn’t come with disks. Regardless of whether I get an apology and our PC repaired, I think if it comes back this is a new policy of ASDA's, it needs warnings when buying their products. It reminded me of bullying, because if you were not PC or Customer rights savy like my parents and girlfriend, you would just accept this and that you had lost disks that may have not existed anyway. You would think the Sale of Goods act said -'You need all accessories'

Fosterdog

unholyangel wrote: »

Have we actually established that by "disks" the OP meant recovery disks or is it possible they're Microsoft office disks or Norton or something similar?

If the disks are missing it may give them cause to reduce a refund given to account for the missing value (if the disks hold any). However unless they are recovery disks, I cant see why they'd be required for a repair.

I'm assuming recovery disks because software such as office and most security packages have been activation cards for quite a while rather than disks. Also OP is happy to accept a repair meaning they would need the software to reinstall anyway.

Zandoni

Take it back again and ask to speak to the manager (not a department manager), tell them that it didn't come with any disks and you would like it repaired under the guarantee that you was given at purchase.


Remember the people at customer services have no discretion, that's why it's important to speak to main store manager. Start extremely polite and get more assertive if necessary, ensure you talk in a crowded area of the store.

Fosterdog

Your other option would be to contact the manufacturer and ask them to repair under warranty instead of dealing with Asda and SoGA. It may just be easier for you.

Wha make is the laptop? Some manufacturers are better to deal with than others