Faulty item: How to get an independent report?

EugeneB

Hi,

In March 2014 I bought Surface Pro tablet using my credit card on online retailer.

Roughly in August 2015 I've started noticing that it sometimes crashes when you bend over attachable keyboard.

In September asked the retailer to repair or exchange it but he said that the item is out of 1 year hardware warranty so they will charge £333 for that.

Then, (in October) I've sent a Section 75 claim to my credit card company and just received a reply with that they need an independent report to continue with my claim.

So, the question is, how do I get one?

shaun_from_Africa

It may well be a silly question, but why would you want to bend the keyboard?


As to the report, your best bet would be to find a small independent computer repair place and speak to them.
What the report will have to state is that the fault is due to a manufacturing defect and not down to misuse.

EugeneB

shaun_from_Africa wrote: »

It may well be a silly question, but why would you want to bend the keyboard?

Apologies that it wasn't clear in my original post - this is a Surface Pro table, and bending keyboard over is a feature of this product.

pinkshoes

EugeneB wrote: »

Apologies that it wasn't clear in my original post - this is a Surface Pro table, and bending keyboard over is a feature of this product.

As you expected it to last longer than 18 months, you need to pay for an independent report showing that the failure was due to a defect rather than from over-use or user damage.

If the report shows it to be inherently faulty, you can claim the cost of the report too.

It is a fair enough request asking you to supply them with a report detailing the fault.

EugeneB

pinkshoes wrote: »

As you expected it to last longer than 18 months, you need to pay for an independent report showing that the failure was due to a defect rather than from over-use or user damage.

If the report shows it to be inherently faulty, you can claim the cost of the report too.

It is a fair enough request asking you to supply them with a report detailing the fault.

Any advice on where to get the report from? Will just any computer repair shop will do or are there any particular you could recommend?

marliepanda

EugeneB wrote: »

Any advice on where to get the report from? Will just any computer repair shop will do or are there any particular you could recommend?

I would just make sure it is reputable and of high standing, so they don't turn around and doubt the validity of it. The price tends to be fairly standard for reports of this kind (from what I have seen on the forums, usually around £70-100) but as state, if it is found inherently faulty then that cost will be refunded to you.

Remember the report has to state that the fault was present when you bought it (faulty soldering, dodgy component etc) not just that its faulty now.

bod1467

marliepanda wrote: »

Remember the report has to state that the fault was present when you bought it (faulty soldering, dodgy component etc) not just that its faulty now.

Quoted for emphasis. Too many times we hear of reports saying only the latter.

EugeneB

I'll keep that in mind.

I hope local repair shop can help me - the issue is not straightforwardly reproducible - last time it happened after half an hour on a plane watching a movie...

macman

And by 'independent', we don't mean PCW...

EugeneB

macman wrote: »

And by 'independent', we don't mean PCW...

I never though of going there, but just curious what's wrong with PCW?

wealdroam

EugeneB wrote: »

...just curious what's wrong with PCW?

If you want to discuss that, can I respectfully suggest you start a new thread?