Returning a Faulty Laptop

Ampdewd

One week ago today I received a Sony laptop from isme.com. I quickly realised there is a major fault with the wifi, suffering slow speeds and extended disconnections.

I rang Sony, who quickly advised of a known fault with the laptop, and suggested I return it, due to me only having it a couple of days (I used it for maybe an hour, the screen protection etc. is still in place). The guy I spoke to suggested this would be straightforward due to the sale of goods act. I restored the laptop to factory settings and then rang Isme only for them to dismiss what I told them, and was advised that due to it being under warranty, they would have nothing to do with it. I have since emailed them a couple of times, but they have been ignored.

I'm not sure where I'm to go from here. I assumed I was within my rights to return a unit that is known to be faulty, but I'm now doubting that is the case. Any advice will be appreciated. Thanks.

wealdroam

From MSE's Consumer Rights guide:

Know who's responsible

When returning items, beware shops trying the oldest trick in the book: saying they're not responsible for the shoddy goods and you must call the manufacturer. This is total nonsense!

If a company fobs you off by saying “go to the maker instead”, it's wrong. It's the retailer's job to sort it.

It doesn't matter if it's an iPod from a high street shop or a designer frock from a department store. If something's broken, torn, ripped or faulty, the seller has a legal duty to put it right as your contract is with it.

Read the rest of that article, and their How to Complain document, for your next action.

Ampdewd

Thank you very much for this. I'd read the how to complain guide, but I somehow missed the rights guide. After some more ignored emails, I rang them yet again and just quoted the relevant parts of this page. Eventually they caved, and they came collected it this morning