Lap Top return to Asda

Zandoni

There are at least two shop assistants participating in this thread Money-Saving-King and SimonSays, both of them have been a little bit on the rude side. This helps to prove my point that there are shop staff out there that are a bit over zealous.


Of course most of them are lovely people but sometimes you have to be a little assertive when you return faulty products if the polite friendly approach doesn't work. I also feel it's best to talk to the highest ranking manager that you can. I also feel it's best to do this in a public spot, not to create a scene but just so other staff and customers may be around.


Although people on here are accusing me of allsorts I would like to say I never cause a scene, but I do stand my ground. If you shout and scream there's no way you will win.

mrcow

Money-Saving-King wrote: »

Seeing you've gone down to a tenth of a decimal place eg 68.4 that must mean you have bought over 1000 items from each store.

Please provide proof to back this up or just admit it's rubbish you've made up!

Just like your theory of getting the manager into a crowded area.

I know you haven't bought over 1000 items from each of these places so that only proves what I said about your original theory, you basically make up rubbish

Sorry to be a pedant, but I have to correct you on your mathematics.

S/he doesn't have to had bought over 1000 products at each store to arrive at those decimals. Just simply a few over 100 products would have sufficed.

Money-Saving-King

halibut2209 wrote: »

Of course Zandoni is talking nonsense, but if you're going to make comebacks, it's best to be accurate

I'd still say my maths after a night out & staggering in at 6am are still probably better than most!

I think we'll just have to leave it with the first part of your post I quoted which is indeed highly accurate!

Zandoni

Money-Saving-King wrote: »

I'd still say my maths after a night out & staggering in at 6am are still probably better than most!

I think we'll just have to leave it with the first part of your post I quoted which is indeed highly accurate!

After I say not as much nonsense as you.

benjamintheblue

I was contacted by Asda customer services to say there had been some mistake and I could have a refund, return or exchange. I now notice they have updated their official website returns policy to say all components must be returned. I am not sure it was just my letter that did this, but maybe they have had a few complaints. It still doesnt say whether this applies to faulty goods. Here is the letter I sent - Oh and would keep all your boxes and components disks/ manuals in future anyway


xxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxx
Merseyside xxxxx
DAY : 0151-287-xxxx
MOBILE : xxxxxxxxxxx

Customer Services
Asda Aintree Superstore
Ormskirk Road,
Liverpool, L10 3LN

27/12/2013

Dear Sir/ Madam
I purchased a Compaq CQ58 Lap top from you on 7th June 2013.On the 10/12/2013, I subsequently discovered that the lap top had developed a major fault:
Upon powering the laptop up, the screen displays the following message:

BOOT DEVICE NOT FOUND
PLEASE INSTALL OPERATING SYSTEM ON YOUR HARD DISK (3FO)
F2 SYSTEM DIAGNOSTICS

I have contacted a PC Technician for advice who guided me through BIOS settings. He thinks it is a failure of the hard disk, and the component will need replacing. For an engineer’s report, there will be a charge to me.

When I returned the Lap top to you on the 11/12/2013, you refused to accept it stating that under the terms of your sales returns policy, no refunds exchanges will be given, due to the product not being returned in complete packaging and with all components. I accepted this. Subsequently I was informed by Frank (ASDA customer services) that you have a sales policy that does not accept a faulty product for repair unless all components are returned. He suggested that I had not returned the startup disks that came with the product. The policy was confirmed by Joanne (ASDA customer services Manager), but Joanne said she would check with Head Office and contact me the following day. I received a call on the 12/12/2013 from Joanne to confirm I am not entitled to a repair under ASDA’s returns policy due to me not returning all the disks. I did not accept this and stated so in that phone call.

My partner (Andrew xxxxxxx) returned to the store on 12/12/13 12:23pm convinced there had been some crossed wires. He spoke to Frank (Customer Services)
Frank was very friendly, but he allegedly said several things that were either misleading, or not correct.


· That Asda usually insist on having original packaging for the repair of products.
The Unfair Terms in Consumer Contracts Regulations 1999 make it clear that any contract term that attempts to exclude or restrict my statutory rights will be unenforceable


· That the Sale of goods act says you need to return all components for faulty products.
Nowhere does the sale of goods act say this specifically.

That ASDA’s policy is to not accept faulty goods back without all components.

A quick search on ASDA’s main website and it’s clear to see you don’t state this in your returns policy. Regardless of whether this is Asda's policy, my laptop did not come with startup disks.


13/12/13 - I contacted Compaq technical support. The technician told me that these laptops do not come with startup disks. He also told me startup disks are rarely used in any brand of Laptop anymore. Furthermore anyone working in customer services should know this. The startup programs are built into the hard drive of the laptop and partitioned. Any disks that came with the laptop would most likely be trial photo software or trial virus programs which have nothing to do with the actual laptop or the repair of the laptop.


On the 13/12/2013, my partner Andrew phoned Claire (Customer Services) and asked to speak to Joanne (Manager). She wasn’t available, so he asked could a message be left with Joanne that this Laptop did not come with Startup Disks and for her to phone Gill if there was any change on her position.

No reply received as of 27/12/2013.

Although the product is only 6 months old, I have been advised on consumer forums that after 6 months it it is down to me to chase and prove everything. I could be made to prove:

1) the fault exists.
2) the fault is a hardware fault.
3) the fault is not down to misuse
4) I didnt receive any startup disks.

As stated above, the PC is in immaculate condition and considering the official ASDA website returns policy doesn’t mention any of this, it would surprise me if a reputable superstore like ASDA would make me do all this. If I have to do this, why is it not clear in your returns policy. I feel like I am chasing things and having to prove the above.

I would invite you reconsider your position and accept the PC for repair simply because the assumption by customer services that the Laptop came with startup disks was false. This is regardless of whether a policy to accept returns without startup disks is legal or not.

I would like to make clear this laptop did not come with startup disks
I look forward to hearing from you.
Yours faithfully,
xxxxxxxxxx

SimonSays

Zandoni wrote: »

There are at least two shop assistants participating in this thread Money-Saving-King and SimonSays, both of them have been a little bit on the rude side. This helps to prove my point that there are shop staff out there that are a bit over zealous.


Of course most of them are lovely people but sometimes you have to be a little assertive when you return faulty products if the polite friendly approach doesn't work. I also feel it's best to talk to the highest ranking manager that you can. I also feel it's best to do this in a public spot, not to create a scene but just so other staff and customers may be around.


Although people on here are accusing me of allsorts I would like to say I never cause a scene, but I do stand my ground. If you shout and scream there's no way you will win.

Please grow up

Thanks

Oh I don't work for a shop now.

ivavoucher

Well done op, glad to see you got it sorted.

This thread was so painful to read due to the visitors from the kindergarten.

jkkne

Good result and a well structured letter to ASDA too. Well done!

Could the mods perhaps remove the Primary School debate in the middle?

Zandoni

SimonSays wrote: »

Please grow up

Thanks

Oh I don't work for a shop now.

When you do.