Very.co.uk and my faulty laptop

katiepaine5185

Hi, I purchased a new laptop from Very.co.uk on November 10th 2015 it was delivered on the 11th of November 2015. The laptop is a HP x360 11-n012na a few days ago it stopped working and doesn't seem to want to boot up. The light for charging comes on when the charger is plugged in and the power light comes on when I press the power button but that's it. I telephoned Very this morning and they have said I have to go directly to HP even though the laptop is only 2 months old and it was purchased on my credit account, I thought I should go directly to Very to sort out. I rang Very again after speaking with my mother who agreed with me but again I was told I need to phone HP then phone Very with the reference number I get from HP. I asked to speak to a manager but there wasn't one in today.
Am I right in thinking Very should be sorting the issue out and not me and what else can I do.
Thanks for reading.

mije1983

Yes you're right in that Very should sort it out for you, but depending on the terms of the warranty from HP it may be easier and quicker for you to deal with them directly.

That's most likely all Very will do anyway, and you will obviously have more urgency than them in getting it sorted as it's your laptop.

wealdroam

katiepaine5185 wrote: »

Hi, I purchased a new laptop from Very.co.uk on November 10th 2015 it was delivered on the 11th of November 2015. The laptop is a HP x360 11-n012na a few days ago it stopped working and doesn't seem to want to boot up. The light for charging comes on when the charger is plugged in and the power light comes on when I press the power button but that's it. I telephoned Very this morning and they have said I have to go directly to HP even though the laptop is only 2 months old and it was purchased on my credit account, I thought I should go directly to Very to sort out. I rang Very again after speaking with my mother who agreed with me but again I was told I need to phone HP then phone Very with the reference number I get from HP. I asked to speak to a manager but there wasn't one in today.
Am I right in thinking Very should be sorting the issue out and not me and what else can I do.
Thanks for reading.

You are right in your thinking and this short extract from MSE's Consumer Rights guide agrees with you:

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.

But having said that, you may well get a quicker response going direct to the manufacturer.

katiepaine5185

Very are saying they are the retailer not supplier that's why I have to contact HP.

System

The MSE advice is correct in that you have a contract with the retailer, so they have to fix it, but it should really say you have a choice, not that you need to go to the retailer. Do what works for you. You probably have rights with both assuming HP provide a warranty.

Your contract (legal remedies) are with Very. These are fixed in law and Very have to resolve the issue (if it's faulty) but all they will likely do is send it to HP anyway.

You HP warranty is with HP - You'll have the protection of whatever those terms say as well.

For example, I bought an LG monitor via Ebuyer. It died. I could have gone to ebuyer and they could have sent it to LG and LG could have sent it back to Ebuyer and Ebuyer could have sent it to me. I contacted LG directly, they arranged to have it collected from my work and sent it back fixed in a few days.

wealdroam

katiepaine5185 wrote: »

Very are saying they are the retailer not supplier that's why I have to contact HP.

Did you read my quote from MSE's Consumer Rights Guide?

Particularly the bit "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.".

neilmcl

katiepaine5185 wrote: »

Very are saying they are the retailer not supplier that's why I have to contact HP.

It's pretty simple. If you want to make a warranty claim then contact whoever supplies the warranty, usually the manufacturer, and in this case it may well be simpler and quicker to do just that.

If, on the other hand, you want to exercise your statutory consumer rights then your contract is with the seller and therefore it'll be up to them to resolve the issue.

pmduk

When I had a problem with an HP laptop HP were able to sort it out over the phone, However they'd told me the alternative would be for them to issue a replacement code for the retailer to immediately issue a replacement.

SnowTiger

katiepaine5185 wrote: »

Very are saying they are the retailer not supplier that's why I have to contact HP.

Very does quite a lot of drop shipping, meaning items are delivered directly form the manufacturer/supplier rather than from a Very warehouse.

But that's all behind the scenes stuff that you shouldn't have to worry about. Legally the contract is between you and Very.

katiepaine5185

Spoken to HP there is a fault with my 2 month old laptop then went back to Very who are saying they won't replace it I have to have it repaired.

neilmcl

They are legally allowed to repair the laptop.