Bizzare Cex

notabot

I took my laptop to Cex a couple of months ago, explaining that it had stopped working soon after I had bought it from them and needed to be repaired. I left it with them as instructed and returned the next day. I was then astonished to be handed my laptop, which looked as if it had been attacked with a chisel. The case was covered in gouge marks and one of the USB ports had been completely destroyed. No explanation was given for this, I was merely told that the laptop was in too bad a condition to be tested. When I protested that I had not brought it in in that condition, I was told I had.
The item was not refused when I handed it in. It was examined by the sales assistant and accepted. This is because it was in good enough condition to be tested, otherwise he would not have accepted it. I have lost the use of my recently bought Samsung laptop, bought just a few months ago and under guarantee. and have suffered an extremely traumatic incident, being called a liar.
Even more bizarre, I brought the matter to the attention of the boss, Nilesh, and he keeps telling me I was trying to sell my laptop. I have sent three emails to him explaining that I had bought the laptop and wanted it repaired under guarantee, but he does not read them. In fact, he has now blocked my emails. What can I do?

Also, can you recommend a reliable high street shop that sells used laptops?

forgotmyname

Letter before action and small claims?

nyermen

All Cex stores have lots of security cameras - or at least all the ones I've ever been in do (they're there to monitor the staff as well as the customers...)
If this is blatant damage that they've caused, then thats vandalism surely. In any case, if the damage is obvious, security recordings should show you coming in with a laptop without damage, and being handed it back in a different state.
Possibly need to contact head office - not sure how the camera systems are monitored / stored etc (I dont work there, i just shop there).
Update: Just noticed you mentioned a couple of months a go. Footage may have been deleted by now. In any case, I would contact head office, if they are responsible then I really doubt this is a one off at that store.

Peter.

AndyPix

notabot wrote: »

have suffered an extremely traumatic incident, being called a liar.

Wow you poor thing - are you alright ??

notabot

Useful reply - are you a troll?

[Deleted User]

notabot wrote: »

Useful reply

Think about your own choice of words.

Have you really suffered an extreme trauma?

The answer is that you really haven't.

wesleyad

notabot wrote: »

Useful reply - are you a troll?

It may seem harsh but it is a useful reply. By putting in something that exaggerates the situation, and is of no informational use to the problem it puts a lot of people off from helping out. Both on this forum and if you made an official complaint.

We see it a lot on these forums, be it stress induced from the incident, a load of "what ifs", someone could have been killed, think of the children etc. It's basically become a meme. Best just to be factual and keep emotions out of it.

Regarding the problem I'd say "forgotmyname" has best advice, just LBA them

Streaky_Bacon

A few more details would be useful.

Aside from the new damage, what was the original problem with the laptop? (you say simply that it "stopped working")

It's hard to imagine a fault, where the damage you mention, would prevent testing and/or repair.

When exactly did you buy it?

It would seem on the face of it, that you have given them a chance to repair it, they have failed to do so, and that you are now within your rights to reject it.

How did you pay for the item, and how much was it?

[Deleted User]

Cex sells pre-owned merchandise, so it's not beyond the realms of possibility that the laptop was in poor physical condition when purchased. Certainly scratches on the case and a ruined port would not stop CEX selling it on at a greatly reduced price.
I doubt anything more than a cursory glance at the item would have been carried out by the assistant and, indeed, there appears to be some confusion by the shop over whether it was presented for sale or as a return.

What it appears to come down to is the customer's word against that of the shop..

Streaky_Bacon

I think that the damage may be a distraction here.

The main issue is that the item isn't working and Cex have failed to repair it when given the option, so the OP should be able to reject it.

Cex's current position seems to be that the repair is not possible due to the damage. This seems unlikely, and would be for them to prove, but hopefully the OP can clarify the defect.

If the OP does reject the laptop, it may also be that Cex try to claim a deduction due to the damage, but this would again be for them to prove.

notabot

I find it traumatic when I go to a high street shop, expecting to be treated like a valuable customer and then find myself cast as an extra in the Cex horror show. IMO, the reason for the demise of the British high street is not the interweb, but the extreme indifference of the shopkeeper to the retail experience of the shopper.