Very.co.uk - Faulty Laptop

navidson

Hello all - My partner purchased a new HP laptop from Very in November - It was originally meant to be a gift but she eventually started using it herself in January

The laptop has now developed a fault where it will not turn on - All that happens is the power light stays on and the caps lock button flashes - We believe this is a problem with the graphics card - Long story short the Laptop is completely broken

She looked into how to return this item, but it seems that Very try to divert you to HP themselves to resolve the problem - I always believed that the shop selling you the item was responsible for dealing with any returns? Anyway, she has tried to contact HP but their online support is sorely lacking and she has had no luck in speaking to a real person

Any suggestions as to how this problem can be resolved?

cono1717

You can push for Very to deal with it, but all that will happen is you send it back to them and they send it to HP so it just adds time.

wealdroam

navidson wrote: »

Hello all - My partner purchased a new HP laptop from Very in November - It was originally meant to be a gift but she eventually started using it herself in January

The laptop has now developed a fault where it will not turn on - All that happens is the power light stays on and the caps lock button flashes - We believe this is a problem with the graphics card - Long story short the Laptop is completely broken

She looked into how to return this item, but it seems that Very try to divert you to HP themselves to resolve the problem - I always believed that the shop selling you the item was responsible for dealing with any returns? Anyway, she has tried to contact HP but their online support is sorely lacking and she has had no luck in speaking to a real person

Any suggestions as to how this problem can be resolved?

Here is a short extract 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.

To answer your question... speak to Very again.

shakeitright

I have had the same scenario,same make laptop,but with Littlewoods,sister company of Very,.If you send the laptop back to Very,they have the right to examine it,probably sending it back to HP,there is a thread in this section from someone who has sent their laptop back to Very and are now struggling to determine the whereabouts of the laptop.
https://forums.moneysavingexpert.com/discussion/5444637
If you take their advice and phone HP,if they cannot resolve the fault,they will issue you with a fault/returns code ,you then use this code to return your laptop to Very,who will refund or credit your account,this would save a lot of time and a lot of stress.