Faulty Laptop Returns with Very.co.uk

guriinii

Hi All,

I would like to return my faulty laptop and I'm not sure where I stand, it is proving difficult.

So, I bought the laptop 6 weeks ago and a week after receiving it the touchpad had some issues, as it is new and still under warranty I sent it to the Acer Service Centre to be repaired. 2 weeks later it returned and all seemed fine until yesterday when the same technical issue reoccurred.

I can send it back to Acer for repair again but I feel that will be fruitless so I asked Very's electrical goods return team for a refund, twice. The first call resulted in me just being transferred without my asking to Acer technical support and the second call I was told I have to send it to repaired before I can get a refund. I feel like I'm in a system loop.

Are they allowed to do this? Surely, they have to give refunds on faulty goods. Can I get a full refund and all my money back from Very? Thanks.

Leo2020

When you say you have to send it for repair before they will refund, can you clarify what they mean?

Are they expecting you to accept another repair and if that fails they will refund?

Are they wanting you to send the laptop back for Acer to confirm the fault before they will refund - this is not unreasonable as Very themselves won't be able to confirm the fault?

Something else?

SimonSays

You need to tell Electrical Aftercare you want Shop Direct that you don't Acer to take care of the SoGA obligation they will take over

Or ask to speak to Customer Excellence and you are willing to put the complaint in writing. That usually puts things in to gear.

Fosterdog

What repair was carried out last time?

There have been a lot of issues with all brands if laptops havering mouse function problems due to some windows updates lately. If that is all that is causing your issue and not a physical fault then you have no rights to reject the laptop for a refund.

Very.co.uk_company_representative

guriinii wrote: »

Hi All,

I would like to return my faulty laptop and I'm not sure where I stand, it is proving difficult.

So, I bought the laptop 6 weeks ago and a week after receiving it the touchpad had some issues, as it is new and still under warranty I sent it to the Acer Service Centre to be repaired. 2 weeks later it returned and all seemed fine until yesterday when the same technical issue reoccurred.

I can send it back to Acer for repair again but I feel that will be fruitless so I asked Very's electrical goods return team for a refund, twice. The first call resulted in me just being transferred without my asking to Acer technical support and the second call I was told I have to send it to repaired before I can get a refund. I feel like I'm in a system loop.

Are they allowed to do this? Surely, they have to give refunds on faulty goods. Can I get a full refund and all my money back from Very? Thanks.

Hi Guriinii,

We're very sorry to hear that your laptop has developed a fault. Please email us at Help@VeryHQ.co.uk - if possible with any query reference numbers Acer have provided - and we would be happy to look into this for you.

Many Thanks

Dave
Very Network Team

guriinii

After emailing them they want me to send it in for a second repair and if it should break again then they will offer me a refund.

I have been looking at SoGA and I am lost with all that but I am sure I am within my rights to get a refund.

deanos

retailer can choose not you unfortunately

JJ_Egan

guriinii wrote: »

After emailing them they want me to send it in for a second repair and if it should break again then they will offer me a refund.

I have been looking at SoGA and I am lost with all that but I am sure I am within my rights to get a refund.

Thats not what SOGA says you need to give the vendor the opportunity to repair .
Your basic error was not returning it to the vendor on the fault occurring .

Leo2020

To recap, you have had the laptop 6 weeks but only had use of it for 4. In that 6 week period you have had two faults.

Under SOGA you are entitled to reject goods if they do not conform to contract within a reasonable amount of time for a full refund. What is reasonable depends on the nature of the goods. Ideally you should have contacted Very after the first fault as they would have likely exchanged or refunded at that point. But this is a moot point but is worth remembering for the future.

However, to have had two faults within 6 weeks of purchase seems excessive to me and I would also be looking for a full refund.

Very are not prepared to give a refund at this point so they have deemed you have accepted the goods. However, I would consider trying to appeal to there better nature. It does not look good for a a customer to have to put up with 2 faults within such a short period of purchase.

The other route to go down if that any remedy a retailer provides should not cause significant inconvenience. Have Acer said how long they will take to repair? If it is another two weeks then that is 4 weeks altogether to provide a remedy, assuming that the laptop is returned working. Perhaps see if Very will come to a different agreement, ask them that if it can't be repaired within 7 days you would like a refund. They may not agree to this but it is worth a shot.

Fosterdog

My question still hasn't been answered about what repair was carried out. This may not even be a hardware fault but a software issue caused either by a windows update/driver clash or by third party software.

There really is a big issue right now with touchpads and a windows 8 update causing a problem with the driver. A simple system restore to before the update and manually stopping the update would solve the issue.

I see around 10-15 of these a week and I am just in an independent computer retailer, the big companies must be getting hundreds every week.