Faults in new laptop from Debenhams Plus

shaun_from_Africa

catmulogen wrote: »

I've spoken with a few people from Debenham Plus - one who said "can you quote me the exact parts of the 'Consumer Rights Act?', another who admitted that they had no knowledge of it!

If they ask again:
http://www.legislation.gov.uk/ukpga/2015/15/section/24/enacted

24 Right to price reduction or final right to reject

(5) A consumer who has the right to a price reduction and the final right to reject may only exercise one (not both), and may only do so in one of these situations—

(a) after one repair or one replacement, the goods do not conform to the contract;
(b) because of section 23(3) the consumer can require neither repair nor replacement of the goods; or
(c) the consumer has required the trader to repair or replace the goods, but the trader is in breach of the requirement of section 23(2)(a) to do so within a reasonable time and without significant inconvenience to the consumer.

(6) There has been a repair or replacement for the purposes of subsection (5)(a) if—
(a) the consumer has requested or agreed to repair or replacement of the goods (whether in relation to one fault or more than one), and
(b) the trader has delivered goods to the consumer, or made goods available to the consumer, in response to the request or agreement.

catmulogen

You could not make this up!
Just an update - I returned the unit to Debenhams Plus on 29/3/17 for their tech people to confirm the fault. Initially they said I had to pay for the return but eventually sent someone to collect it (Took another day off work for this!). They acknowledge receipt of the item on 31/3/17 and said they'd be in touch within 5 working days. No communication was received!

I contacted them on 8/04/17. Automated response to say they'd contact me the next day. No contact!
The next day they asked for the password and faults - the password had been taken off & faults - all this info was given on return documentation.

Yesterday a manager rang and explained there had been an error in them not contacting me and again asked for the password. I explained it had been taken off but gave details of the previous password. The manager was to ring me back yesterday before 4 o'clock. No call returned!

I've just received a call form the same manager who had no recollection of saying he would return my call by 4pm yesterday. Says the password I gave will not work and therefore he cannot give me the refund and will return the unit to me! Arrrr!

naedanger

catmulogen wrote: »

You could not make this up!
Just an update - I returned the unit to Debenhams Plus on 29/3/17 for their tech people to confirm the fault. Initially they said I had to pay for the return but eventually sent someone to collect it (Took another day off work for this!). They acknowledge receipt of the item on 31/3/17 and said they'd be in touch within 5 working days. No communication was received!

I contacted them on 8/04/17. Automated response to say they'd contact me the next day. No contact!
The next day they asked for the password and faults - the password had been taken off & faults - all this info was given on return documentation.

Yesterday a manager rang and explained there had been an error in them not contacting me and again asked for the password. I explained it had been taken off but gave details of the previous password. The manager was to ring me back yesterday before 4 o'clock. No call returned!

I've just received a call form the same manager who had no recollection of saying he would return my call by 4pm yesterday. Says the password I gave will not work and therefore he cannot give me the refund and will return the unit to me! Arrrr!

I suggest you now follow the suggestion in post 10, as the retailer is not helping.

http://www.moneysavingexpert.com/shopping/section75-protect-your-purchases

catmulogen

Thanks naedanger. I think i will, just so 'hopping mad' at their attitude!