PC Specialist Fusion T Laptop - refusal to repair/replace/refund

Markman2000

Hi everyone,

• What did you buy?

A PC Specialist Fusion T laptop

• When did you buy it?

Initially about a year ago (still under warranty), however the screen cracked from the microphone hole, a button fell on and the casing was poor so my insurer repaired it (PC Specialist said the wouldn't be able to do anything). So I have a new one (4 months old) and the same problems have arisen.

• Where from? (internet or in store - it DOES make a difference)

Bought online from PC Specialist

• How did you pay? (cash/cheque/debit card/credit card etc)

Debit card

• What went wrong?

After 4 - 5 months my screen cracked and the track pad button fell off, I hadn't dropped the laptop or anything just opened it one day and there was a crack down the screen. The first time I was puzzled however I had the laptop repaired (through insurer). Then the second time screen cracked again, the button fell off again and the casing is loose (after <4 months and I've barely used it). The second time it happened I realised that both cracks in the screen came from the microphone holes drilled into the glass i.e. there is a weakness with the product, I haven't dropped or mishandled the laptops at all. The cracks have formed in exactly the same manner and I have pictures from both laptops to prove this. An additional problem is that you can't manually replace the screen on these laptops the whole unit must be replaced at a cost of £220 + labour.

• What are the vendors telling you?

I have had quite a lengthy email exchange and they have basically accused me of shutting something in the lid so I would have to pay for repairs a second time - why anyone would do this is beyond me and why anyone would do it twice is even more beyond me. Their warranty does not cover screens or 'accidental damage' so I have informed them that as a consumer I should expect the product to work under reasonable use and want something done about it.

• What solution or remedy are you looking for? (Companies may Repair / Refund / Replace)

Ideally a refund but would accept a different laptop - though not the same model because two have already failed. It seems simple to me - two laptops displaying exactly the same issues = refund or different laptop, they obviously don't see it that way.



I basically feel like they are not listening and trying to blame me for the problems - for which I feel very irritated and disheartened. I wonder if anyone else has had trouble with them? Or whether anyone could give advice on next steps? I still have insurance but I don't want the same PC and my premium will go up (also there is clearly a recurring fault so insurance should be irrelevant). I've thought about sending a letter to someone more senior or going through small claims. I believe I must be right in thinking that the sale of goods act defeats the warranty in a situation such as this? And I have plenty of evidence/pictures for both of the broken laptops showing the same problems. Thanks for any help in advance!



/Rant (sorry thought I'd put at the bottom) - I honestly feel like I'm talking to a brick wall, it seems simple to me. The same set of problems have developed in both laptops after 4ish months of very very light use (generally I use a desktop) but I'm being made to feel in the wrong. Never had so many problems with a product or such poor follow up support in my life. Really can't put into words how annoyed and stressed they have made me over this!

Esqui

The Sale of Goods Act does come into play over the warranty, but you would be required to obtain a report showing that the fault is not down to mishandling/accidental damage, and is due to a substandard component/premature failure of a component.

There may be a problem though - who did the repair that your insurer paid for? If they have replaced the whole screen, which has failed again, then you may have a much harder time getting anything from the retailer

Markman2000

Hi Esqui,

The insurer sent my laptop to PC Specialist - so PC Specialist also carried out all the repairs and sent it back to me. I do see it being difficult to prove I haven't broken the screen, both screens have clearly cracked in the same way and I've done nothing other that use the laptop normally, no bumps or anything.

All I have are pictures showing the fracture on both laptops starting at the mic hole and running down the screen. It's also touch screen (which I don't use) but you would think it should be extra tough because of this. There's a lot of flex in the top casing which is what I believe has led to the fractures (along with the drilled holes weakening the screen). To think that the laptop I owned at uni was as good the day I sold it after 3 years of being lugged to uni every day. This one just sits in my house for casual use and has fallen apart. I wonder if I can get a letter from a professional, but even then it's impossible to prove 100% either way. Thanks

JJ_Egan

Basically as per multiple posts its a question of you damaged it oh no i did not .
As said you need an independent report .

Markman2000

Thanks, I guess that's the next option then. I'm assuming it would have to come from a body a little more established than the local computer shop? I will have a look to see what might be suitable. Cheers