Question about a returned laptop

SwiiftYz

I returned a laptop at the beginning of January which was initially bought as a Christmas present, some of the keys didn't function properly and one of them didn't function at all.

I returned the product after the Christmas period and was told I would be given a full refund. After 'testing' was complete, I was informed there was no fault with the laptop and I would be charged a 10% restocking fee which I protested against straight away.

I sent the company a video of the laptop not functioning as you would expect and the technicians notes state they formatted the laptop twice.

Am I right in saying that the formatting of the laptop can be considered a repair?

cocopops21

Where did you purchase this laptop?

SwiiftYz

Scan.co.uk

cocopops21

Can you not do a charge back with your credit card company? I usually shop on amazon and they always give you the full cost of the item back once you've returned it so I assume any online business needs to follow the same rules.

SwiiftYz

I believe everyone is allowed to charge a restocking fee if an item isn't faulty, but the fact that I sent the laptop back with several keys not working means I should be entitled to a full refund. I currently have a PayPal claim open and Scan have asked me to close it stating that I agreed to the 10% restocking charge, which as I mention before I protested against.

cocopops21

You're absolutely right. If the keys weren't working you shouldn't have to pay. If it's via paypal it's very easy. Don't close the case! Keep it open until it allows you to escalate it to customer support. They make a decision within 2 days usually in the buyers favour. I'm pretty sure paypal doesn't deal with any kind of restocking fee. They give you the full amount back.

SwiiftYz

I've already escalated it and had Scan contact me today asking If I would "respectfully close the dispute" which I'm not willing to do. I'll leave it open and wait for them to make a decision.

I believe the formatting done to the laptop is a repair, therefore I shouldn't have to pay.

cocopops21

Well done I agree. Let us know how it turns out.

macman

No, you are not entitled to a full refund if the goods are faulty. They can repair, replace or refund at their discretion. If they believe that they had repaired it fully, whether by a clean install or otherwise, then they should have returned it to you.

SwiiftYz

If they had offered me a full refund in the first place then that's what I'm entitled too.

james_smitha

The technician is a brainless pillock.
A blast of air from an air duster around the offending keys may cure things, failing that a new keyboard is called for. They are not expensive