Laptop, Comet and an Extended Warranty, any advice?

MissShal

Hi, not sure if this is in the right section so if it's in the wrong place could someone move it please!

We bought a laptop back in Dec '05 which cost £569 (£30 manager discount), with the extended warranty costing an extra £240. Since then the problems that we have had are:

- Around Oct/Nov '06 it developed broken hinges on the screen, to the point where the screen was about to fall off. Told by EW line that it was classed as "wear and tear" and if we wanted it fixed then we'd have to claim as accidental damage instead? We were then told in-store that it was due our machine being part of a faulty batch, so it was fixed by the manufacturer (Acer).

- One day the machine wouldn't load up, was stuck on the windows screen then just went blank. 2 days later it finally started up, took about 20 minutes, at which point we find out that it's wiped off all of our music files and photographs, but none of the games and programs. Thought this was due to a virus, but have since learnt that it wasn't. So don't know what that was all about!

- April '07 the charger stopped working, no big deal, the store gave us a new charger, but only after having to book it in via the 0870 number on the leaflet (did try freefone numbers, but went to all sorts of places that couldn't help me.)

- August '07 the cracks start to appear in the hinges again. Just had a new baby so have been a bit reliant on the net for online shopping, so was reluctant to take the machine back straight away. However the cracks worsen over the coming months, as well as the scroll button starting to play up (between the "mouse" buttons below the keyboard) and it becoming incredibly difficult to get it to scroll down (still scrolls up fine). The power also starts playing up again, this time it seems to be on the actual laptop though, not the charger.

Anyhow, we took it in to the store on Oct 25th, and it was sent off the following day. We told them about the hinges, the scroll button, the power supply AND a possible hardware problem (stuff being randomly wiped). Requested a replacement as I'm getting a bit sick of the problems, and said that I'm a bit worried that when my EW runs out I'll be left with a dud laptop. When I asked what would have happened if I didn't take out the EW and was told, by the manager that "You'd have to take Comet to the Small Claims Court". When I asked her if she'd have been happy with a machine, supposedly worth £600, breaking so many times in less that 2 years, I didn't get a straight answer!

The laptop comes back after nearly 3 weeks. Got it home, opened it up and they'd not even fixed it back together properly. Back to Comet I go, luckily a lady on the Tech desk fixes it, they hadn't put the speaker back in place properly so it pushed the top up, on the same part where you press the on/off button, so it would have been blatantly obvious surely?

Anyway, when we try it again at home the scroll button is no better and the power supply hasn't been fixed. It's now got worse, sounded like someone was having a party in there last night because of all the beeping as it switched from charging, to not charging, to charging (and so on...).

SO the advice I need. Is it worth going back later and arguing my case about a replacement, or and I moaning over nothing? Blatantly honest answers are appreciated, as I've never had a laptop before so these could all be normal faults for all I know! And I'm SO SO sorry for this being so long, I'm just pulling my hair out with it!!

m.colak

MissShal wrote: »

Hi, not sure if this is in the right section so if it's in the wrong place could someone move it please!

We bought a laptop back in Dec '05 which cost £569 (£30 manager discount), with the extended warranty costing an extra £240. Since then the problems that we have had are:

- Around Oct/Nov '06 it developed broken hinges on the screen, to the point where the screen was about to fall off. Told by EW line that it was classed as "wear and tear" and if we wanted it fixed then we'd have to claim as accidental damage instead? We were then told in-store that it was due our machine being part of a faulty batch, so it was fixed by the manufacturer (Acer).

- One day the machine wouldn't load up, was stuck on the windows screen then just went blank. 2 days later it finally started up, took about 20 minutes, at which point we find out that it's wiped off all of our music files and photographs, but none of the games and programs. Thought this was due to a virus, but have since learnt that it wasn't. So don't know what that was all about!

- April '07 the charger stopped working, no big deal, the store gave us a new charger, but only after having to book it in via the 0870 number on the leaflet (did try freefone numbers, but went to all sorts of places that couldn't help me.)

- August '07 the cracks start to appear in the hinges again. Just had a new baby so have been a bit reliant on the net for online shopping, so was reluctant to take the machine back straight away. However the cracks worsen over the coming months, as well as the scroll button starting to play up (between the "mouse" buttons below the keyboard) and it becoming incredibly difficult to get it to scroll down (still scrolls up fine). The power also starts playing up again, this time it seems to be on the actual laptop though, not the charger.

Anyhow, we took it in to the store on Oct 25th, and it was sent off the following day. We told them about the hinges, the scroll button, the power supply AND a possible hardware problem (stuff being randomly wiped). Requested a replacement as I'm getting a bit sick of the problems, and said that I'm a bit worried that when my EW runs out I'll be left with a dud laptop. When I asked what would have happened if I didn't take out the EW and was told, by the manager that "You'd have to take Comet to the Small Claims Court". When I asked her if she'd have been happy with a machine, supposedly worth £600, breaking so many times in less that 2 years, I didn't get a straight answer!

The laptop comes back after nearly 3 weeks. Got it home, opened it up and they'd not even fixed it back together properly. Back to Comet I go, luckily a lady on the Tech desk fixes it, they hadn't put the speaker back in place properly so it pushed the top up, on the same part where you press the on/off button, so it would have been blatantly obvious surely?

Anyway, when we try it again at home the scroll button is no better and the power supply hasn't been fixed. It's now got worse, sounded like someone was having a party in there last night because of all the beeping as it switched from charging, to not charging, to charging (and so on...).

SO the advice I need. Is it worth going back later and arguing my case about a replacement, or and I moaning over nothing? Blatantly honest answers are appreciated, as I've never had a laptop before so these could all be normal faults for all I know! And I'm SO SO sorry for this being so long, I'm just pulling my hair out with it!!

Hi am sorry to hear about your shoddy treatment. Hope this link helps

http://www.citizensadvice.org.uk/index/pressoffice/press_index/press-050407.htm

The bit you should note is the paragraph above the notes for editors topic. This explains that your new rights (yes we have new rights) allow/intitle you to a full refund if the product is still within its warranty and this is what i would do. Take it back say you are not satisfied with the service you have received and don't leave until you get a full refund (cash not store credit as store credit can only be given on food and underwear (not worn) as their returns policy is slightly different). Don't back down:cool:

And don't forget to read the part by susan marks. Hope this helps.

MissShal

Thanks for your reply!

I have one more question. I have been reading up about what is a reasonable amount of time to expect electrical items to work for. Has anybody got an idea of how long is reasonable for a laptop to work for before it has problems? I'm sure it has to be longer than 2 years, but can't find anything specific to laptops.

I only took the extended warranty because I didn't trust myself not to drop it, never in a million years did I expect to encounter so many manufacturing faults, especially in the first 2 years!

m.colak

Most laptops are out of date before you have taken them out of the store and most of the time upgrading them like desktop's is almost impossible due to the specific hardware and software required. Effectively a laptop with care will last possibly up to and not including 8 years in some case however over time they will start to malfunction more and the battery will slowly degrade. I think what you are asking if i was to use my laptop in a normal way at what stage would i expect the case to start degrading well stringent test are carried out by British Standards for everything so you could inquire what the results of their test were. As for the software this is completely reliant on not installing any other programs or using the internet as any program can potential damage you computer. There are virus out there which can multiple (lose hard drive space) or damage your CPU (slower speeds). I unfortunately can't see where this can help you unless you can distinctly prove via the BSI that the laptop was from a bad batch and you should be intitled to a full refound. On the other side you could attempt to recoup your money via the small claims stating a breach in the original warranty agreement and the laptop fails to reach the high standard that you expected. Remember in all case's of using warranties taking lots of piccy's as these can be used in evidence later to prove if the laptop is in a lesser state then when sent.

alwaysonthego_2

What are the terms in the extra guarantee contract? Staff in these types of electrical stores do not no the law. The 'Sales of Goods ACT 1979' can protect you up to 6 years depending on the price of the item and what is a reasonable amount of time for it to last. Usually it is a judge in the small claims court that decides this.

I would personally write a letter to the head office, sent recorded delivery, asking for a suitable remedy, such as a replacement. If you have had the same fault more than three times and have given them a chance to fix it, then you should be entitled to a replacement. If you do not get any way with this call consumer direct who will in turn refer you to Trading standards.