Pc World Laptop Fault.

Niklas33

Hi all.

I have purchased an HP Laptop on the 26/8/2016 from Pc World at a cost of £479,99

The laptop has developed some faults they include the noise crackling and spluttering.
The keyboard intermittently not recognising my strokes and inputting nothing.

Am i within my rights to take it back to the shop?

And what remedy can i hope? - I spoke to a guy at the ''Know How'' team and he said the laptop was damaged when purchased and to ask for a refund is he correct?

Thanks.

naedanger

Niklas33 wrote: »

Hi all.

I have purchased an HP Laptop on the 26/8/2016 from Pc World at a cost of £479,99

The laptop has developed some faults they include the noise crackling and spluttering.
The keyboard intermittently not recognising my strokes and inputting nothing.

Am i within my rights to take it back to the shop?

And what remedy can i hope? - I spoke to a guy at the ''Know How'' team and he said the laptop was damaged when purchased and to ask for a refund is he correct?

Thanks.

As the item is less than 30 days old (and assuming the fault is not down to misuse) you can insist on a refund (though PC World are entitled to take the laptop for inspection first, if they wish).

I expect if you take the item to one of their shops they will offer to help. (Though if you bought online they could insist on collecting the item, but I don't think they will do that.)

cono1717

Yes you should be able to take it back to them and get a refund within the first 30 days.

Fosterdog

If I were you I wouldn't say that it is damaged unless there is actual physical damage to it, faulty and damaged are two different things, ignore what the know how guy on the phone said and just go in saying it is faulty. Once proven faulty they should offer you an exchange or a refund, whichever you prefer.

Although it may be worth making sure all updates are fully installed first, new computers these days can be very glitchy for the first few days/ week while they slowly download and install all updates from the time it left the factory until now. As driver updates now come in with the windows updates (although you can still manually install them through device manager) it could just be that there have been updates for the keyboard and audio system while you have been using it which can cause a temporary issue.

Also with keyboards, everyone types differently and not all keyboard suit everybody (I personally could never get on with the floating keyboards Acer and Packard bell were using a few years ago, just couldn't type properly on them at all, so glad they changed the design) so missing some keystrokes may not be a fault as such but more just not the right keyboard for your style of typing. Did you try out the demo model in store first? It's one thing I always insist on trying out because of my past experience with the floating keys before committing to buy.

Niklas33

I did try one before i decided to buy and i have checked Window's Updates and it said all updates have been installed.

I was told by the person in the shop that the keyboard was fine for my style of typing and i had no problems in the shop.

Physically the laptop is in perfect condition as i have only had it a few days the speaker is on the top row above the keyboards and it's crackling and spluttering when ever i listen to any media or plug my charger in.

agrinnall

What remedy do you want? As explained you can insist on a refund, but if you'd rather have a replacement then there's nothing to stop you asking for that - they don't have to give you one but the chances are that they'd rather do that than give you a refund and have you go elsewhere to buy (which might well be what we'd recommend, all things being equal).

Niklas33

I took it back and they refused a refund or a replacement as they said the problems are intermittent.

naedanger

Niklas33 wrote: »

I took it back and they refused a refund or a replacement as they said the problems are intermittent.

I think what they mean is they cannot identify a fault. If they agree there is an intermittent fault they should refund.

Did you buy in a shop or online?

Niklas33

I bought it in the shop where i just took it back to.

I took the receipt and packaged the laptop back into it's box etc.

I wasn't stuck on a refund i was open to having a replacement and was point blank refused.

naedanger

Niklas33 wrote: »

I bought it in the shop where i just took it back to.

I took the receipt and packaged the laptop back into it's box etc.

Unfortunately if they dispute that the item is faulty then it will not be that easy getting a refund.

I suggest you go back to the shop and complain again. Ask to speak to a manager and try and replicate the fault in store. If you cannot convince them there is a fault then ask them what you should do next. If they won't help ask for the address where you should send a written complaint.

If they don't help then you may need to pay for an independent report to confirm there is a fault. However you will want to warn them in writing that you intend to do this so that you can claim the cost of that report (should it agree there is a fault). Once you have a report confirming a fault then you can take your complaint further.

Also how did you pay e.g. was it by credit card?

Niklas33

I took in video evidence on my iPhone that showed the keys not responding to my input and they said ''That sometimes happens''

Not really helpful at all.