Refurbished Argos item faulty

Marksfish

I am normally quite good at standing up for myself against the big companies, but I seem to be struggling with a "manufacturer refurbished" laptop I purchased from them via eBay in May. It was a great laptop and suited my needs fine, until I returned from the kitchen one afternoon after making a cup of tea to find the screen looking like an old Windows Vista background. A black blob then appeared on the right of the screen.

Argos were contacted via eBay and it was arranged to be returned for repair. It was sent to their "approved repairer" who stated it was a cracked screen and classed as misuse, therefore not covered under guarantee. Slightly peeved at this response, the laptop has never been abused, dropped, crushed, sat on, etc, so I refused to pay for their repair and it was returned to me.

On return, I took the unit to a I.T specialist locally for a repair quote. They removed the bezel from the screen and immediately saw that 3 screws which secure the screen in place were missing, hence the screen was not being held securely in place. This was the good news I was looking for as obviously the refurbishment process wasn't as thorough as they were expecting it to be. The approved repairer obviously hadn't removed the bezel, merely seen the blob and jumped on the misuse bandwagon.

I made contact with Argos again and they told me that as the repairers had claimed misuse, all guarantees were void. I have taken photos of the missing screws, written a letter to Argos and opening a Resolver case rejecting the goods as they failed to repair the item correctly when given the opportunity. To my mind, the refurbishment was faulty and the goods were deemed to be faulty at time of sale, all I believe within my consumer rights?

Not sure what sort of a fight Argos will now put up, as the laptop was only cheap and not worth the £160 my local repairer has quoted to do the job. I don't want to go off hal cocked, so any thoughts would be useful please.

Thanks

Marksfish

Just to add. eBay are not interested as it is outside their limits. Paypal won't allow me to raise a claim, even though it was purchased under their 4 months interest free credit offer, which isn't due to be paid off until later this month. Had I bought it in credit card, I would have raised a dispute, but it seems Paypal don't want to offer that service...

dj1471

How can you prove that the screws were missing at the time of purchase, rather than being lost when the repair centre inspected it?

Has your specialist identified the fault and confirmed that the missing screws could have caused it? If so then get them to write a report saying so and go the small claims route, starting with a letter before action including the report.

Fosterdog

I've heard of and seen screens cracking from screws being too tight but never heard of it happening from a missing screw, how exactly is it physically possible for something not there causing a screen to crack?

Also a lot of laptops use the same casing for several different models so can have additional screw holes that would be used if different components are fitted, do you know for certain that the screw holes were even supposed to be in use for your model?

You say nobody was near it but do you have pets? You wouldn't believe how often I've dealt with cracked screens caused by pet cats and dogs, maybe a dog that plays with a ball that could have bounced on the screen while you were in the other room, or wagged their tail against it, or a cat that may have swatted at the screen. Actually you don't even say you were alone so even possibly kids? Most kids would deny doing something like that but kids do lie.

Right now you don't actually have proof that it is not user damage so there's nothing the retailer has to do for you. Probably cheaper, easier, and quicker to claim off your contents insurance if you have accidental damage cover.

shaun_from_Africa

Fosterdog wrote: »

I've heard of and seen screens cracking from screws being too tight but never heard of it happening from a missing screw, how exactly is it physically possible for something not there causing a screen to crack?

Quite easily.
If the missing screws were meant to hold the screen rigid and in a certain position then not having those screws could have allowed the screen to flex when the lid was opened and closed.

Marksfish

This is correct shaun. when the bezel was removed, the screen was able to hang down and flex. This could easily have caused the issue.

Fosterdog

shaun_from_Africa wrote: »

Quite easily.
If the missing screws were meant to hold the screen rigid and in a certain position then not having those screws could have allowed the screen to flex when the lid was opened and closed.

Yes but according to OP it wasn't being touched at the time, if that were going to happen it would happen while being opened, closed, or moved, not while it's sat on a table not being touched. Most laptop screens are only held in place by 2-4 screws, the screws for the bezel are purely cosmetic, they don't add support to the screen itself and are not part of the integrity of the unit.

Marksfish

dj1471 wrote: »

How can you prove that the screws were missing at the time of purchase, rather than being lost when the repair centre inspected it?

In the same way, how can Argos prove that the screws were refitted at time of refurbishment? Unless they can tell me that the item was not repaired at the same time it was refurbished and also provide the report, surely the onus is on them to prove the "maunfacturer refurbishment" was carried out fully and correctly?

Marksfish

Fosterdog wrote: »

Most laptop screens are only held in place by 2-4 screws, the screws for the bezel are purely cosmetic, they don't add support to the screen itself and are not part of the integrity of the unit.

The bezel clipped to the lid. The missing screws were for holding the screen in place.

I did say I put the laptop down and came back to it, but it would only take a less than fluid movement for the screen to flex enough and crack it, maybe? I am no expert, but I am also no rough handed oik. Had I broken the screen myself, I would have either thrown it or had it fixed under gadget insurance. As it stands, I don't see why I should have to pay for a repair due to a potentially defective previous repair during refurbishment.

Fosterdog

Marksfish wrote: »

The bezel clipped to the lid. The missing screws were for holding the screen in place.

I did say I put the laptop down and came back to it, but it would only take a less than fluid movement for the screen to flex enough and crack it, maybe? I am no expert, but I am also no rough handed oik. Had I broken the screen myself, I would have either thrown it or had it fixed under gadget insurance. As it stands, I don't see why I should have to pay for a repair due to a potentially defective previous repair during refurbishment.

You didn't actually say you put it down, you just said you returned from the kitchen one afternoon, you could have been using it by a desk, on the floor, on a coffee table, on the seat next to you on the sofa, nothing you said hinted at the fact that you physically put it down before leaving for the kitchen only that you had been using it.

If you did physically put it down did you do it by lifting it by the screen? If not and it was lifted by the base as it should be then it still wouldn't flex the screen so it still wouldn't explain the crack.

Where on the screen was the crack? For it to be anything to do with the bezel/missing screws the crack would radiate out from the frame of the screen, if the "blob" that appeared is not literally touching the frame at the centre of the "blob" then that cannot be the cause, the blob will be the point of impact and something would have to have touched that exact point to cause the "blob" and crack.

You still haven't answered whether there were children or pets in the room with the laptop.

Marksfish

Fosterdog wrote: »

Where on the screen was the crack? For it to be anything to do with the bezel/missing screws the crack would radiate out from the frame of the screen, if the "blob" that appeared is not literally touching the frame at the centre of the "blob" then that cannot be the cause, the blob will be the point of impact and something would have to have touched that exact point to cause the "blob" and crack.

You still haven't answered whether there were children or pets in the room with the laptop.

The crack is about 1" up from the bottom right of the screen. When I sent it back, it ran for about 1"from the bezel inwards, when it was returned the crack had frown substantially, but that is neither here nor there.

No children, but yes dogs, although I don't allow them to jump on the table .