Currys laptop repair return problems

Hagar_uk

Hi everyone, hoping someone can give some advice regarding 9 month old laptop.

Back last year i bought via my CC a £329 laptop for my father. Laptop now has a faulty screen.
I took it back to Currys, they looked at it and said the screen was the fault as it had cracked (from behind the screen) there was no impact damage nor was front of screen physically damaged. They had said they will return to base, but they are likely to reject it as warranty as the screen is damaged, and they seemed to think this is user caused.

Now I disagree with this, the laptop does not travel, it sits on the same location day in day out, so impossible to have been dropped, on the day it failed it was running all day and then during a skype call the screen graphics started to jump around and then a black mark about 25mm x 15mm appeared.

I am an honest person, if the damaged had been caused by misuse I would not have dreamed of taking it for a warranty repair, on the flip side I would expect Currys to honour their side of the deal inside of 12 months

Any thoughts on what I can do next, the people at desk are very sure it will be rejected. I was not looking for refund or replacement, just my laptop to be fixed inside the warranty period.

Thanks in advance for your help.

JJ_Egan

They all say i did not damage it .




Warranty as in ???


or Your Consumer Rights ??
CR after 6 months its up to you to prove your assertions via an Independant Engineers report .

Aylesbury_Duck

If it's rejected, you may commission an independent inspection to determine if the reason behind the failure is an inherent problem. If it is, then you have a case for the repair you desire and can claim back the cost of the inspection. If it doesn't show it to be an inherent problem, you're no further forward but seeing as you're certain the laptop hasn't been knocked, dropped or otherwise mistreated, you should get that inspection done.

Hagar_uk

Everyone else may say that. But it was not physically damaged unless losing the lid in a normal way very occasionally is deemed as inappropriate in which case the design is not fit for purpose.


warranty as was told during purchase, 12 months. If this is not correct and it has to be verfied so be it. Do you know to what level of report would be needed? Would it need to come from someone with specific qualifications?

JJ_Egan wrote: »

They all say i did not damage it .
Warranty as in ???

or Your Consumer Rights ??
CR after 6 months its up to you to prove your assertions via an Independant Engineers report .

Aylesbury_Duck

If you have a twelve month warranty, then contact the manufacturer if Currys refuse to do anything. Presumably you have the warranty paperwork?

CoolHotCold

Currys are not refusing to do anything with it.

OP took the machine into a store, and they said that it looks to them to be mishap but will send away for a proper inspection and repair.

Looks like OP took the machine away instead of leaving it with them. First thing would be to allow Currys to send the machine away to their repair centre as the people in store haven't refused service, but explained to OP what it looks like to them and made OP aware of the likely outcome.

Two things will happen, either it'll be repaired or it'll be returned as received. If it's the first outcome no problem, if it's the second then you'll have to get an independent report stating it was not misuse.


However at the moment, getting an Independent report is premature as the OP hasn't allowed Currys to make a formal inspection of the unit.

Aylesbury_Duck

I read it that Currys do have it and are sending it away. My advice was that if, as OP suspects from their initial comments, that Currys deem it to be a non-inherent fault, then using the warranty would be a next step.

We don't know the warranty details.

Fosterdog

If both the employee in store and whatever engineer at "base" both say that it's user damage then surely it will be unlikely to be able to prove otherwise when they've had two completely different and unconnected people assess it. (Is that base as in Currys own repair centre, or base as in manufacturer repair centre? Currys buy the warranties for certain brands so the manufacturer will have nothing to do with it)

neilmcl

OP, you said you bought the laptop for your father, in which case how do you really know how it's been treated in the time he's been using it. It doesn't take a lot for a laptop screen to crack and certainly doesn't require it dropping from a great height. My Dad broke the screen on his last year by accidentally placing a heavy object onto the top of the laptop whilst the lid was closed.

I think you're going to find this difficult to contest unless you can prove it wasn't accidental damage.

motorguy

neilmcl wrote: »

OP, you said you bought the laptop for your father, in which case how do you really know how it's been treated in the time he's been using it. It doesn't take a lot for a laptop screen to crack and certainly doesn't require it dropping from a great height. My Dad broke the screen on his last year by accidentally placing a heavy object onto the top of the laptop whilst the lid was closed.

I think you're going to find this difficult to contest unless you can prove it wasn't accidental damage.

+1

Or lifting the laptop by the lid / screen can cause flex of the screen and a crack.

Also, parents tend not be very good at 'fessing up.

bris

You could sit on it by mistake and cause this damage,.


laptops etc get left lying about all over the place, usually the sofa and get sat on all the time, believe me I know.


You will struggle to win any claim where physical damage is present.