Need advice on how to proceed with very.co.uk

DM111

Hello everyone,

I bought a HP laptop from very.co.uk which was delivered on Friday, unfortunately the screen has a dead pixel in the bottom left hand corner. I emailed very to try and arrange an exchange or this for one in full working order and they've been brushing me off all weekend telling me I need to contact HP before they can accept a return. I can screenshot the emails if that helps, I've just been trying to find advice and read an article on the front page of moneysavingexpert.com that says never to go to manufacturer as contract of sale is between me and retailer and they should deal with it but they are refusing to do so until the "fault is diagnosed". I'm getting pretty frustrated going back and forth with them, haven't contacted HP as they aren't open until tomorrow but am reluctant to do this anyway as it's not a warranty issue, this is brand new just out of the box faulty.

They keep fobbing me off and so far I've been in touch with thier customer services, VeryHQ email I found on this site and today sent another email to their complaints department and chief executive but haven't heard back from them yet

Would it be a big mistake to go along with what they want me to do?

In the last email I had from them the guy from very included this which I'm not sure is true

"No we do abide by the Sales of Goods Act 1979, however we as the Retailer do have the right to diagnose the fault before it is returned, which is why you’re being asked to call the Supplier for the to diagnose the fault, once this has been done we can deal further.



If you wish to submit a complaint about this you will need to contact our Customer Excellence Team. You can email them at Customerexcellence@shopdirect.com, or you can write a letter to the following address;"

They say they have a right to force me to contact the manufacturer, that can't be right and they're annoying me now in an earlier email they said they won't accept the return unless I phone HP first. I was going to accept a replacement but now just want to return it for a refund and close my account with them (which I've had for nearly ten years)

Thanks for reading and for advice you can give, it is very much appreciated

Jim_Jupiter

As it's under 6 months old the onus is on the RETAILER, not you, to prove it's an inherent fault (or not).

Also, as you say you ordered it online and it was delivered Friday, you can reject it under DSR.

DM111

Thank you Jim Jupiter for your quick response

The thing is, it's not subject their home approval guarantee so does distance selling regulations still apply? I thought that was only if you change your mind about something or is it also if it's faulty?

See that's where the problem came about because I tried to arrange a return through their website but it won't let me just pops up with the number for HP and tells me to call them. There's no reason I should call HP whatsoever?

Jim_Jupiter

I don't know what their home approval guarantee is. However no guarantee trumps the law.

You don't need a reason to reject under DSR, nor can they deny you your refund - including delivery costs (but not the cost to you for returning the item). You don't need to call HP and nor should you. Reject the laptop under DSR, send it back. I very much doubt they'll chase you as the cause of the dead pixel.

Or, use SOGA, it's very much on your side as well. Like I said, under 6 months it's all down to the retailer to do the chasing around proving it's faulty or not. However you can't demand a refund using this method (not to say you won't get one).

DM111

Thanks, I'm going to email them again stating dsr as reason for return and see what they say. May come back to you tomorrow for more advice if it's like hitting my head on a brick wall like it has been this weekend

No idea why these companies make these things so difficult, I'll certainly never be buying anything from them again unless the complaints people sort it all out quickly

This is what it says when trying to arrange return on very.co.uk

"Under our Home Approval Guarantee this item may be non-returnable. Please call one of our advisors on HP helpline: 0844 369 0369. to arrange replacements or collection."

I'm now not doing that, if it was a Very phone line I would call it but a quick google search shows it is HP

Moosk

As said in other posts, your contract is with Very, it is their responisbility to prove there isn't an fault. However, if you want a replacement it may be less hassle to go through HP - or at least to speak to them.

But if you now just want a refund then stick to your guns for a return through DSR. Just make sure you inform them in writing (email is fine) that you are returning within 7 working days of receiving the laptop.

DM111

Thanks, I've also just read a very informative which guide here - which.co.uk/consumer-rights/problem/what-do-i-do-if-i-have-a-faulty-product
So I'll contact them again tomorrow to let them know I'm rejecting the faulty goods and expect a collection and full refund without any more mention of HP as my contract is not with HP. At this stage I've given up on a replacment and just want them to take the thing back and refund my account so I can then close it, can do without the attitude I've had from some of their people this weekend. Guess nearly 10 years as a customer means very little to them

Jim_Jupiter

DM111 wrote: »

Guess nearly 10 years as a customer means very little to them

Badum-tish!

DM111

Another email from Very today:

Thank you for your email about the HP Pavilion 15-n027sa AMD A10 8G (3XTGK19).

I am sorry to hear that this item has developed a fault and you wish to return it. Please accept our apologies for any inconvenience this may have caused.

I have referred your email to our specialist department who will look into this and contact you within five days. Please understand that we may need to contact other areas of our business to assist with your enquiry.

Rest assured every effort is being made to resolve the issue for you as quickly as possible.

Thank you for your patience.



Kind Regards

What are they doing? Stressing me out but apart from that they just seems to want to pass the buck, should I get in touch with trading standards at my local council?

What's the next step?

bod1467

Just so you know - a dead pixel does not in and of itself mean the laptop is faulty. Depending on the grade of the screen a certain number and/or type of dead pixels may still be deemed "acceptable quality".

http://www.displayalliance.com/news/lcd-inspection-pixel-grades.html

DM111

Wouldn't I still have an argument that it's not as described since it's supposed to come fully functional?