Claiming for defective screen supplied for Macbook Air.

achrnysh

Hi guys, I was wondering if someone could give me some advice.
I had http://www.laptopscreenonline.com/ do a repair on my Macbook Air Screen in december, well I received it back in early December but ordered the screen and their repair service on the 28th November 2013.
On the day of receiving it, I noticed a internal crack like looking thing on the screen and called them up about it immediately. They told me it's nothing to worry about. Also there is a burn across the top menu bar that can be only seen in full screen view, but it's always and more than definitely there, I told them about it, they tried claiming that it's a 'crack' caused by my having knocked it or somewhat.
The screen has been developing various dead pixels, which by the looks of it is progressive in nature and so far I have accumulated aprox 20 dead pixels. this is not acceptable by any standards, this company's nor the industry.
So I have been trying to contact them by phone about this and once I mentioned the problem they have simply stopped picking up my calls, so I've been emailing them with the photograph's taken on a very high quality camera to show the defects.
have contacted trading standards, they told me to quote them the law under Supply of Goods Act. I did, and after many stressful emails they have agreed to 'check' the defects if I send them the laptop. Which I replied to that they should arrange a courier or other form of collection, as the buyer should not be burdened monetarily for the seller wishing to replace the good. They stated that it's under return to base warranty. I told them that it's not the warranty I am claiming under but my statutory rights under the Act. So they should pay for the postage or arrange the courier like they did when I first forked out a hefty sum for the screen and the repair service. And now they are simply telling me that "
At time we repaired your laptop and sent it to you there was no defect on the screen and you received it in perfect condition.
You have come back to us after a few months to say it has a line.
You need to send it to us. I am sorry but I will not continue to send exactly the same answer to you."
Surely this is not right as I have repeatedly mentioned the dead pixels which they are just outright now ignoring despite the clear evidence of the many clusters that they have in HD photographs that are very clear the defects are there.
I really don't want to have to fork out yet another £40 (?) on top of the price I paid for the repair to have it sent to them. They really should arrange for the collection of the laptop.
Any advise would be appreciated greatly. please help.
thank you very much in advance.

JJ_Egan

Small claims court

SuperHan

achrnysh wrote: »

so far I have accumulated aprox 20 dead pixels. this is not acceptable by any standards, this company's nor the industry.

Although the standard is a Grade 2 screen, if they have been supplied a Grade 3 screen, 15 dead pixels are allowed. If it's Grade 4, it's 150 before you have an issue.. (based on the premise your Macbook air is running at a 1366 x 768 ratio, you'll be allowed more if it's 13")

achrnysh

thank you for the replies. the macbook is a 13". I thought that the industry standard was around 5 or so dead pixels. Not sure what you mean by the Grade of the screen supplied. The screen fitted was apparently a new one and it has mainly black dead pixels and one white pixel. But their company T&C state that in the case of a few dead pixels, a replacement will be supplied. My issue is simply with them having to collect the laptop, as in accordance of the Act it is down to the trader to burden the cost of postage. They want me to send it and are completely ignoring the numerous dead pixel aspect - thus a defect and doubt they have looked through the images I have sent them. They want me to send the laptop (cost of aprox 30-40) for them to check it and then to replace the screen if they deem the defects to be there.
I will be sending the formal letter tomorrow (amended with the legal information to hand as well as request that they arrange for the transfer of the laptop) by recorded delivery and see how it goes. Trading Standards have informed me that I should not be paying for the postage of the laptop, but at least the company has agreed for the possibility of replacement upon identifying the defects.

SuperHan

achrnysh wrote: »

thank you for the replies. the macbook is a 13". I thought that the industry standard was around 5 or so dead pixels. Not sure what you mean by the Grade of the screen supplied. The screen fitted was apparently a new one and it has mainly black dead pixels and one white pixel. But their company T&C state that in the case of a few dead pixels, a replacement will be supplied. My issue is simply with them having to collect the laptop, as in accordance of the Act it is down to the trader to burden the cost of postage. They want me to send it and are completely ignoring the numerous dead pixel aspect - thus a defect and doubt they have looked through the images I have sent them. They want me to send the laptop (cost of aprox 30-40) for them to check it and then to replace the screen if they deem the defects to be there.
I will be sending the formal letter tomorrow (amended with the legal information to hand as well as request that they arrange for the transfer of the laptop) by recorded delivery and see how it goes. Trading Standards have informed me that I should not be paying for the postage of the laptop, but at least the company has agreed for the possibility of replacement upon identifying the defects.

For a given Grade of screen, there are a number of allowed dead/stuck/hot pixels before it is deemed faulty. If they are fitting a low grade screen (as they may be if it's a not very expensive repair), then they won't find a fault until you hit the above number of pixels. They are saying they will change it if you are not happy, but that's at your cost. They only pay the cost if it is deemed faulty.

You need to ask the grade of screen they used before you push it too far.

Do they really say in their T&Cs a "few" dead pixels and a repair? Because that is subjective, and again dependent on screen grade.

(PS the white pixel isn't dead, it's a hot pixel in the industry parlance)