Currys PC World

Tabitha_T

Hi there, purchased a Dell laptop (360degrees) from Currys PC World in early January. Not a cheap purchase, I'd been saving for a whole year to buy this. Problem is, the hinge on one side has started to warp, and is beginning to come away from the main chassis of the machine.

I have my receipt, but on the back it says that if the product is faulty, they will exchange or refund, but only within the first 30 days. Surely they are still obliged to sort this out for me post-30 days?

I rang up in the first instance to gauge their reaction, but they wouldn't be led on the phone, just said to take it in, and the Tech Knowhow people would look at it and assess how it happened. I have the distinct feeling that they are heading towards saying that this is some sort of damage caused by me!

If I can at least know my rights before I get to the store I will feel vaguely comforted. Certainly the articles I have read seem to be saying that the goods have to be fit for purpose, which technically they are, as the laptop still works. However, having paid just under 1K for this machine, for it to start coming apart after 6 weeks is surely unacceptable!

Anybody have any thoughts? Thanks, Tabs

Warwick_Hunt

Take it in and let them assess it.

marliepanda

Tabitha_T wrote: »

Hi there, purchased a Dell laptop (360degrees) from Currys PC World in early January. Not a cheap purchase, I'd been saving for a whole year to buy this. Problem is, the hinge on one side has started to warp, and is beginning to come away from the main chassis of the machine.

I have my receipt, but on the back it says that if the product is faulty, they will exchange or refund, but only within the first 30 days. Surely they are still obliged to sort this out for me post-30 days?

I rang up in the first instance to gauge their reaction, but they wouldn't be led on the phone, just said to take it in, and the Tech Knowhow people would look at it and assess how it happened. I have the distinct feeling that they are heading towards saying that this is some sort of damage caused by me!

If I can at least know my rights before I get to the store I will feel vaguely comforted. Certainly the articles I have read seem to be saying that the goods have to be fit for purpose, which technically they are, as the laptop still works. However, having paid just under 1K for this machine, for it to start coming apart after 6 weeks is surely unacceptable!

Anybody have any thoughts? Thanks, Tabs

They had additional rights which include repairing, so after 30 days under their own terms the right to a repair comes in. So they may offer to repair rather than replace/exchange

Nothing about asking you to bring it in suggests they are going to blame you for it. You're being far too paranoid. They have to take a look at it.

m0bov

Take it in and see what they say.

Tabitha_T

Their tone suggested otherwise, but we shall see. Thanks for the input, I'll be back, hopefully with a happy ending...

[Deleted User]

Tabitha_T wrote: »

they wouldn't be led on the phone, just said to take it in, and the Tech Knowhow people would look at it and assess how it happened

No one should be surprised when retailers are non-committal on the 'phone. They can't see the item and so shouldn't comment on what they will do other than inspect it.

Tabitha_T wrote: »

Their tone suggested otherwise, but we shall see. Thanks for the input, I'll be back, hopefully with a happy ending...

Do let us know..

Tabitha_T

Well, as suspected from their tone on the phone, their attitude in person was not a good one. They claim I must have 'dropped' the machine, and are trying to say the hinge unit is warped or 'dented' (their word) from being dropped, and not from being faulty. They were more interested in whether I had bought their warranty (which I hadn't). They more or less said I was out of luck, but I pointed out my statutory rights and that they should at least offer me a repair in the first instance. The upshot was that if I don't have their own warranty, they're saying that I am not covered. They did say that if I were to produce an independent report from a third party which confirms it hasn't been dropped, then they may be prepared to send it away for an internal inspection (but he said it would be a very subjective decision and quite difficult). I'm feeling incredibly stuffed here, and feel like my options are extremely limited, like I ain't got any! I don't know what to do, my beautiful laptop is only six weeks old, I could cry

TadleyBaggie

How did you pay for it?

nyermen

While unclear on which 360 dell laptop you have (i gather this is a generic phrase to all their models that flip round), a google suggests there is a common problem with hinges failing, going back at least a year. Google with your specific model type, if there are reports of them failing, then that sounds like an inherent fault to me and PC World have to sort it if so.

And I think they are misleading you here "if I were to produce an independent report from a third party which confirms it hasn't been dropped, then they may be prepared to send it away for an internal inspection (but he said it would be a very subjective decision and quite difficult)", it would be up to them to prove the independent report was wrong not to "perhaps reconsider on their good graces".

Sorry - but if a laptop of that type is dropped enough to warp it, then I would be very surprised if there are no other marks, scratches, screen intact etc. So an independent report should support you.

visidigi

Why not go to Dell and get them to give an opinion given its under warranty?

They're more likely to address it if they know the model has a pattern of faults...

DoaM

Tabitha_T wrote: »

They did say that if I were to produce an independent report from a third party which confirms it hasn't been dropped, then they may be prepared to send it away for an internal inspection (but he said it would be a very subjective decision and quite difficult).

Remind them that as it is less than 6 months from purchase then any fault is presumed to be inherent and it is for the retailer to prove otherwise. i.e. the burden of proof lies with them not the consumer. Remind them also that trying to mislead a consumer regarding their statutory rights is a criminal offence.

Consumer Rights Act 2015