Laptop vendor is making a fool out of me :(

DraxDomax

Hello,

I'll try to be concise:
1. Bought a refurbished Laptop via eBay in April
2. After a few weeks, Laptop burnt
3. Vendor accepted responsibility, received laptop for repair under warranty
4. Vendor took 51 days to complete repairs!
5. Laptop arrived and burnt again after a day
6. Additionally, Laptop received new damage (cracked Laptop chassis)

I am scared to send the laptop again, as that will be another 51 days with my laptop haning out there.
I would ideally like that the vendor just takes it back and refunds me, as I don't trust them anymore.

I contacted citizens advice and they told me to send a letter, which I did... Now waiting...

Thanks

wealdroam

DraxDomax wrote: »

Hello,

I'll try to be concise:
1. Bought a refurbished Laptop via eBay in April
2. After a few weeks, Laptop burnt
3. Vendor accepted responsibility, received laptop for repair under warranty
4. Vendor took 51 days to complete repairs!
5. Laptop arrived and burnt again after a day
6. Additionally, Laptop received new damage (cracked Laptop chassis)

I am scared to send the laptop again, as that will be another 51 days with my laptop haning out there.
I would ideally like that the vendor just takes it back and refunds me, as I don't trust them anymore.

I contacted citizens advice and they told me to send a letter, which I did... Now waiting...

Thanks

Is the seller a business or a private individual?

unholyangel

Do you have exact dates handy?

Specific dates I'm looking for is date received (when originally purchased), date you informed them that the goods didn't conform to contract, date you received the goods back and the 2nd date you informed them of the problem again.

But its not that important as the retailer has already carried out 1 repair and the consumer rights act allows you to insist on a refund if after 1 attempt to repair/replace the goods, they still fail to conform to contract.

This is assuming you purchased from someone trading in the course of a business in the UK - it sounds like you have, just including in case they were perhaps a private individual selling off their old laptop.

ETA: also, how did you pay for it and how much? Credit card? Debit? Paypal?

JJ_Egan

Burnt as in how what ??

and.why.not

JJ_Egan wrote: »

Burnt as in how what ??

I assume the OP means that it overheated - but then again they might mean this:

DCFC79

and.why.not wrote: »

I assume the OP means that it overheated - but then again they might mean this:

The scene from IT Crowd is funny where his PC is on fire is funny.

DraxDomax

Thanks for all your replies. It's nice to see people on my side in this!

1. The seller is a business based in Manchester, UK.
2. Bought from ebay: 16-Mar
Arrived: 23-Mar
First day of problem: 20-April, I tried to get it sorted through Dell UK, but they washed their hands, sending me to ebay seller
First contacted ebay seller: 26-May, they responded immediately, inviting me to send the laptop over.
Shipped to them: 1-June
Arrived back: 12-July and I noticed that the laptop chassis is cracked! Laptop otherwise fine!
14-July: Laptop burnt again, I send them an email through PayPal, also started a PayPal dispute.
20-July: PayPal decline the dispute, saying their buyer protection does not cover warranty issues.

3. I paid with PayPal, 680 pounds with "free" shipping.

4. Let me describe the problem: integrated monitor turns off and doesn't turn on again. When I plug the computer to the TV via HDMI, it works fine. Seller initially thought it was a bad cable but later told me the motherboard was burnt and needed replacement

I don't actually want to return the computer - it was bought for my special needs and it's nearly one-of-a-kind... But if it's burnt, I obviously want to at least get my money back...

Thanks

m0bov

Contact seller, ask them for refund as they have already tried to repair, let us know what they say. Make sure you tell them your claiming under CRA not warranty.

DraxDomax

How do you reckon I should contact them, phone or registered mail?

JJ_Egan

Registered signed for mail .
Be clear concise and don't ramble .

DraxDomax

Can I please run this through you before I send it?

*****

Hello [Vendor Name],

I am writing this as a follow up on the mail sent to you on 30-July, which you haven't replied to yet.

The laptop I bought from you has the same problem again, in addition to a cracked chassis from the last time it was in your shop for repair.

I am very dissatisfied with the product and your warranty service and I no longer trust that you will honor our deal as per the consumer rights act.
Therefore, I must require a full refund.

Please provide a shipping address for me to send the laptop back for the refund.

Thanks