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Surface Pro 4 has developed a fault
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cxkev
Posts: 7 Forumite
Hi,
I purchased a Surface Pro 4 just over a year ago. I think it is 1 or 2 months out of warranty.
It has just developed a screen fault, the screen flickers and I have a ghost image of all the other screens I've been on imprinted onto the screen.
Although out of warranty, given the price paid for it, I do not believe 1 year and 1 month is a "reasonable amount of time" as quoted in the Consumer Rights Act.
I have contacted PC world (the retailer) and made them aware.
I'm just wondering if any users have either experienced anything similar with PC world, are they likely to accept and offer a replacement / repair? If not, is there anywhere I can go to dispute?
Thanks in advance for any advice.
I purchased a Surface Pro 4 just over a year ago. I think it is 1 or 2 months out of warranty.
It has just developed a screen fault, the screen flickers and I have a ghost image of all the other screens I've been on imprinted onto the screen.
Although out of warranty, given the price paid for it, I do not believe 1 year and 1 month is a "reasonable amount of time" as quoted in the Consumer Rights Act.
I have contacted PC world (the retailer) and made them aware.
I'm just wondering if any users have either experienced anything similar with PC world, are they likely to accept and offer a replacement / repair? If not, is there anywhere I can go to dispute?
Thanks in advance for any advice.
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Comments
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Hi,
I purchased a Surface Pro 4 just over a year ago. I think it is 1 or 2 months out of warranty.
It has just developed a screen fault, the screen flickers and I have a ghost image of all the other screens I've been on imprinted onto the screen.
Although out of warranty, given the price paid for it, I do not believe 1 year and 1 month is a "reasonable amount of time" as quoted in the Consumer Rights Act.
I have contacted PC world (the retailer) and made them aware.
I'm just wondering if any users have either experienced anything similar with PC world, are they likely to accept and offer a replacement / repair? If not, is there anywhere I can go to dispute?
Thanks in advance for any advice.
How did you pay for the thing? By card? Credit card?0 -
Thanks wealdroam, I paid for it via a credit agreement (loan) which the retailer arranged through a company called Creation Finance. I have since settled that debt in full.0
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Thanks wealdroam, I paid for it via a credit agreement (loan) which the retailer arranged through a company called Creation Finance. I have since settled that debt in full.
That article does tend to concentrate on credit card finance, Section 75 of The Consumer Credit Act will also cover your credit deal. It does not matter that the loan has already been paid off.0 -
Hi,
PC World came back to me with the following. Basically offering a partial refund. I would much rather either have it repaired or replaced. Do you think that's possible given the consumer rights act? I've read the the link wealdroam kindly provided but it just says if I want a replacement or repair then that will "make life easier"
I have not contacted the credit company yet regarding section 75, I just wanted to see if PC world will sort it for me first.
"Thanks for getting back to me Kev. Upon checking our repair list, I regret that we are unable to complete a repair on the Surface Pro 4. As such we would be happy to offer you depreciated credit. This is calculated using the months usage of the goods and deducting it from the purchase price. As such, I can offer you £691.00 to go towards a new item as a full and final settlement? - Leanne S"
Thanks for your help0 -
They can offer a partial refund. If they cannot repair it or it is too costly to repair (the retailer is within their rights to offer the least expensive remedy) then a partial refund is reasonable. It is very unlikely that PC World will offer a replacement.
How much did you pay for the Surface?0 -
What was the original purchase price?0
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Hi,
PC World came back to me with the following. Basically offering a partial refund. I would much rather either have it repaired or replaced. Do you think that's possible given the consumer rights act? I've read the the link wealdroam kindly provided but it just says if I want a replacement or repair then that will "make life easier"
I have not contacted the credit company yet regarding section 75, I just wanted to see if PC world will sort it for me first.
"Thanks for getting back to me Kev. Upon checking our repair list, I regret that we are unable to complete a repair on the Surface Pro 4. As such we would be happy to offer you depreciated credit. This is calculated using the months usage of the goods and deducting it from the purchase price. As such, I can offer you £691.00 to go towards a new item as a full and final settlement? - Leanne S"
Thanks for your help
As you haven't said what the purchase price was, it's difficult to say whether their offer of £691 is appropriate.
Not worth contacting the finance co. at this stage. They will only say PCW are offering a remedy so nothing for us to do.
You might want to try negotiating for a better offer from PCW, but keep in mind they could ask you to prove that the fault is inherent.0 -
Any refund (unless otherwise agreed) must be to the same payment method. As this was a credit agreement then the refund must be in cash, cheque or bank transfer. You are not obliged to accept a credit note.
If you are willing to accept a credit note then this will strengthen your hand in negotiating an improved refund offer.0 -
Yes how much did it cost you and what version have you as these are todays prices
https://www.microsoft.com/en-gb/store/d/surface-pro-4/8vv4n8vbqg7c/0R3Q
from Microsoft Surface Pro 4 - 128GB / Intel Core m3 (No Pen) £635.00 incl. VAT
to Microsoft Surface Pro 4 - 1TB / Intel Core i7 £1,869.00 incl. VAT0 -
Thank you all for your replies.
The exact model I purchased was Surface Pro 4 - 256GB i5 8GB, I can't remember exact price, I think it was in the region of £1,100.
This model is currently retailing at £917 on Microsoft website but PC world don't sell that particular model anymore.
Edit:
OK so I have found the newer model of the Surface Pro @ PC World which has the same processor (But only half the storage and RAM although that should be fine for what I use it for) and it's currently priced at £929. I'm tempted to take their credit offer and put the additional c£230 to buy this as a replacement.0
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