HELP! Laptop died, need a new one

andysstuff_2

superscaper wrote: »

Well if the repair costs something like £40 or more (and it's likely to) then it'd be cheaper simply to take them to small claims court over it (even then you'll get the court costs back at the end when you win).

True, but the op seemed in a hurry to get back up and running, this may well be a very slow option.

Can still claim the cost of repairs back my way can't he and in the meantime he's got a working laptop.

superscaper

The info. is even on this site: http://www.moneysavingexpert.com/shopping/consumer-rights-refunds-exchan

superscaper

andysstuff wrote: »

True, but the op seemed in a hurry to get back up and running, this may well be a very slow option.

Can still claim the cost of repairs back my way can't he and in the meantime he's got a working laptop.

But best to approach Comet first with the Sale of Goods Act to hand and give them a "chance" to decline it in full knowledge that they're declining the SOGA. Most cases never get to court because retailers buckle before then.

epz_2

i would check if there are any parts you can strip from the laptop, at 15 months old it might have ddr2 memory you can add to the new one and an external hardisk addaptor will not only let you reuse the hard drive but also recover any data.

i would avoid comment etc they are jobsworths who will shift the blame and be no help, ebuyer etc are cheaper and much better, hell even tesco is a better option

Darkangel

superscaper wrote: »

But best to approach Comet first with the Sale of Goods Act to hand and give them a "chance" to decline it in full knowledge that they're declining the SOGA. Most cases never get to court because retailers buckle before then.

Thanks,
What would be the best way to do this? Print it out and take it to the shop or call customer services and speak to them? I have a feeling that the sales assistant wouldn't have a clue what I am on about.

superscaper

Darkangel wrote: »

Thanks,
What would be the best way to do this? Print it out and take it to the shop or call customer services and speak to them? I have a feeling that the sales assistant wouldn't have a clue what I am on about.

Try calling customer services first and explain to them that the store is refusing to adhere to their legal obligations. CS should have a better knowledge of the SOGA than the floor staff of the store who are most probably ignorant of it. Try and get them to contact the store to give them instructions that you are going to be going in to have your laptop repaired. If you go in store with a printout, at best they'll probably end up resorting to checking with CS anyway. So either way it really comes down to getting CS agreeing to it. Make sure you understand what your rights are so it'll be easier to disagree with them and why and have the SOGA to hand as well for "word by word" quoting you may need. But the CS centre should know already about it since this is essentially the MOST important law pertaining to their work/job.

Darkangel

superscaper wrote: »

Try calling customer services first and explain to them that the store is refusing to adhere to their legal obligations. CS should have a better knowledge of the SOGA than the floor staff of the store who are most probably ignorant of it. Try and get them to contact the store to give them instructions that you are going to be going in to have your laptop repaired. If you go in store with a printout, at best they'll probably end up resorting to checking with CS anyway. So either way it really comes down to getting CS agreeing to it. Make sure you understand what your rights are so it'll be easier to disagree with them and why and have the SOGA to hand as well for "word by word" quoting you may need. But the CS centre should know already about it since this is essentially the MOST important law pertaining to their work/job.

Thanks, I'll give it a go tomorrow when I can use the computer (and phone) at work. I'm currently using my flatmate's laptop and it's not easy as it's a japanese keyboard!

Darkangel

Got this reply from Comet a couple of weeks ago. I had other people look into it for me but they couldn't really help. I'm hoping someone on here can!

Dear xxxx,

Please let me say how sorry I am and thank you for taking the time to get in touch.

Comet will not charge you for repairs carried out under the guarantee period. However, if the manufacturers’ guarantee or extended warranty on your product has expired, repairs are chargeable. Your laptop has been working for 15 months, as this is the case we feel that it was of satisfactory quality when you purchased it and therefore will not repair it free of charge.

If you are unhappy with this, you will need to pay for the repairs, complete a claim form from our service department and return it to the service manager. The service manager will then make a decision based on the engineer’s assessment of the problem. A member of our service team will then contact you to inform you of the manager’s decision. We cannot guarantee that we will be able to give you a refund before the item has been repaired. When a claim form is received I can promise that a fair judgement will be made. This will depend on the fault, the age of the product and the parts needed to repair it.

I appreciate that this is not the response you are looking for and I apologise that I am unable to assist you any further in this matter.

Regards


Nicole Bingham
Comet Customer Services

Am I going to have to take them to small claims to get it fixed?

hammy_the_hammer

superscaper has been giving you good advice.
i would resort to another letter pointing out that you don't believe the small claims court would agree that a £xxx laptop should last only 15 months with the possibility that the repairs may be more costly than a new product.
when you think you could pay £1500+ for a laptop and this would be their response is appaling

PasturesNew

My laptop died suddenly the other day.
It had worked perfectly and it never left the house nor was moved. Just wouldn't boot up.

I suspected the battery. But even plugged in ... nothing.

Took the battery OUT entirely. Plugged in the mains lead.
Result!

Have you tried that?