Problem with Currys

MissCJT

Hi all,

Desperately need some advice on what to do in respect of taking back a laptop to Currys.

I bought an HP Envy dv7 gaming computer back in June last year costing over £900. It started to overheat when playing games and then the fan stopped working so I took it back to the store. They said I'd had it too long to receive a replacement but offered a repair. My issue is Is that they wouldn't guarantee this repair so I took the matter up with my credit card company, who have also said I've had it too long to get my money refunded.

Is this correct? Surely a laptop in this price bracket should last longer than a few months and any repairs should be guaranteed or am I wishful thinking?

Thank you

nidO

Did you contact HP?

http://www8.hp.com/uk/en/contact-hp/phone-assist.html

Aquamania

MissCJT wrote: »

Hi all,

Desperately need some advice on what to do in respect of taking back a laptop to Currys.

I bought an HP Envy dv7 gaming computer back in June last year costing over £900. It started to overheat when playing games and then the fan stopped working so I took it back to the store. They said I'd had it too long to receive a replacement but offered a repair. My issue is Is that they wouldn't guarantee this repair so I took the matter up with my credit card company, who have also said I've had it too long to get my money refunded.

Is this correct? Surely a laptop in this price bracket should last longer than a few months and any repairs should be guaranteed or am I wishful thinking?

Thank you

The credit card company appear to be reiterating what the store has told you. (which is entirely as expected)

You need to seek independent legal advice over the legality of whether or not the store are required to fully refund you rather than offer a non-guaranteed repair. The internet is no place to seek such legal advice.

Are your sure there will be no guarantee to the repair? According to currys own repair service:

Laptop repairs come with a 3 month guarantee which covers the fault we repaired.

http://www.currys.co.uk/gbuk/laptop-repairs-375-commercial.html

TeamMCS

Sadly HP are notorious for this crap. Breaking within a year is easily within your statutory rights. As the previous posted suggested, try HP first. If they dont sort it out just raise it under the credit act

eskbanker

What's the desired outcome here? I can't see on what grounds you'd expect a full refund on a ten-month old laptop (from manufacturer, supplier or credit card company) if Currys have said they'll repair it? Is it still under warranty?

PeacefulWaters

A repair is a reasonable offer. Accept it.

MisterBaxter

My opinion;

If it is a repair that the retailer/manufacturer arranges it is not unreasonable to expect your statutory rights under the SoGA to remain intact. So although they only warranty the repair for three months it should not affect the overall rights you enjoy when purchasing an item such as a laptop. You should expect the same amount of life from the laptop after the repair as you would have had the repair not been needed.

Provided the retailer is offering what is required in accordance with your statutory rights then I can't see how the credit card company would step up to a S75 claim. My understanding is that S75 applies when you have a claim for a purchase that the retailer will not honour.

With that said it is a bit poor that a high-end laptop should fail in such a short space of time. I know people are a bit down on HP but we have loads of them where I work and they are generally workhorses but perhaps that's because they are business models.

PeacefulWaters

My understanding is that S75 applies when you have a claim for a purchase that the retailer will not honour

The card company has a joint and equal liability.

You could go straight to the credit card company for resolution. It would just make it all slower.

MisterBaxter

PeacefulWaters wrote: »

The card company has a joint and equal liability.

You could go straight to the credit card company for resolution. It would just make it all slower.

How would that work if the retailer is offering a solution? Would S75 provide a better outcome or is the credit provider only obliged to provide the same outcome as the retailer?

Useful to know as I had assumed that S75 was a sort of backstop measure when the retailer didn't stump up or was no longer trading.

StefJ

I bought a HP Envy on 7/7/14 it did not work properly, I took it back after phoning Knowhow said the problem sounded like a hardware issue, Currys have now given me another HP Envy which showing signs of the same problems as before, does anyone know where I check to see if there has been a product warning/recall regarding this brand?
I have called and emailed Currys and emailed HP all to no avail.
any suggestions on next steps as my complaints to Currys have fallen on deaf ears!
Not sure how relevant this is and if my consumer rights are affected the computer was purchased through Currys business centre and when the laptop is working I use it for business use?