Argos refusing laptop refund or exchange unless I have fault reference number

willowskye

I hope you are well and thank you for taking the time to read.
I purchased a laptop from Argos online on 3rd of June. It is awful, it's extremely slow and the camera is terrible.  I tried getting through on the online chat on 24th June but  couldn't. (no contact email for them as they are only using online chat and phone). 
I got through on web chat today to but they will not accept laptop back unless I call acer tech team an get a fault number. I pointed out that my contract is with argos not acer and it isn't fit for purpose and that I don't want it repaired because the camera is awful anyway so even if they speed it up it would still be no good. She said they only accept returns if faulty or re sellable/ unopened. 

It doesn't say fast or good camera on description so it's not exactly mis sale of goods. But it isn't fit for purpose. 
I can't send it off to acer for weeks because because i need a laptop now and like I say the camera is awful anyway. 
Where do I stand?

shaun_from_Africa

As you are attempting to reject the laptop for a refund within the first 30 days, the retailer has the legal right to insist that you prove that a fault exists and the simplest way to get this proof would be from the manufacturer.
A slow laptop of poor quality camera doesn't mean that it is faulty or not fit for purpose as it all depends on the specification, the price paid and the use that it is being put to.
It might not be fit for the purpose you need it for but may be perfectly adequate for someone else.

If Acer have a tech chat line, you may be able to get help from them without having to send the computer off.

Spank

Unless it's actually faulty this sounds like you just don't like it. Argos will not refund you for a change of mind item (not without knocking off a huge amount as they can not sell it as brand new anymore)

willowskye

That's a shame. Well you live and learn. I'll contact acer but I think in the mean time i'll have to scrape the money to buy another. When say slow I mean even with full wifi signal there is 3-5 minute delay in zoom calls with another room in my house (quiz night). Also the camera is very fuzzy.  I find it shocking they can sell such a low quality item. My 10 year old laptop is quicker and the camera is better.

shaun_from_Africa

willowskye said:

When say slow I mean even with full wifi signal there is 3-5 minute delay in zoom calls with another room in my house (quiz night). Also the camera is very fuzzy. 

A lot of new computers are heavily loaded with software that may not be needed and which can slow it down an awful lot. See if there is anything that you can uninstall and this may help.
Assuming that it's running Windows 10, there no reason why you can't uninstall any antivirus programs and just use Windows defender as 3rd party AV software can make a big difference to the operating speed.

It's probably a silly question but have you checked the camera lens to make sure that there isn't a small protective cover still on it?

unforeseen

When say slow I mean even with full wifi signal there is 3-5 minute delay in zoom calls with another room in my house (quiz night)

I take it you are aware that Zoom does not work directly from your machine to the one in the next room via only your WiFi? It is routed via the Internet. Do you have a sufficient Internet speed to be running multiple Zoom sessions (effectively). The 'fuzzy' video is an indication that it has had to drop the resolution to operate with some success over the Internet. 

Spank

What speed is your internet? (google speedtest and run at least one)

JJ_Egan

Google reviews of the model see if you just bought a poor spec model .

cymruchris

As above - your issue may be related to your internet speed rather than the laptop. 

It may not be fit for YOUR purpose (your opinion), but it likely is fit for the purpose it was designed for (the specs deliver what's promised). They won't refund it in full as you've set it up and used it. I'm guessing it's at the budget end of the range?

I would start by testing the quality of the wireless broadband in the room you're trying to use it, as you might find the signal is too weak, and you might need to invest in some kind of extender or mesh system to improve coverage. If the laptop spec wireless receiver is the problem - i.e. too slow (although I don't think it would be this) you can always get a USB plug in that would potentially connect at  a higher speed for a tenner. 

As has been mentioned your camera is either fuzzy because it has protective plastic still on it, or because your wifi is so slow that it drops the resolution to keep up the connection. 

willowskye

Spank said:

What speed is your internet? (google speedtest and run at least one)

. I have 3/4 or 4/4 on the signal strength on my internet connection so I don't think it's my internet. I did a speed test which was 19.38 download, 2.31 up 9 ping. Compared with 28.8, 5.49, 10 on chrome book from the same position in the house.  I know a chrome book will be quicker.

The camera was no better nearer the router, the actual camera is tiny, not much bigger than the tip of a pin, but set inside a bigger circle that is not covered in glass. I wondered if it was broken but it looks exactly as the picture so no glass to start with.

Also because I don't know how many pixels the camera is I won't know how to choose a better one. My son says it's maybe it's not HD? it say's VGA whatever that means!

The reviews looked OK but then since I've purchased it there has been some bad ones. It looks like someone got a refund because of the camera quality not being HD, I dont know whether the camera was listed as HD in the description at the time of purchase or not.

willowskye

cymruchris said:

As above - your issue may be related to your internet speed rather than the laptop. 

It may not be fit for YOUR purpose (your opinion), but it likely is fit for the purpose it was designed for (the specs deliver what's promised). They won't refund it in full as you've set it up and used it. I'm guessing it's at the budget end of the range?

I would start by testing the quality of the wireless broadband in the room you're trying to use it, as you might find the signal is too weak, and you might need to invest in some kind of extender or mesh system to improve coverage. If the laptop spec wireless receiver is the problem - i.e. too slow (although I don't think it would be this) you can always get a USB plug in that would potentially connect at  a higher speed for a tenner. 

As has been mentioned your camera is either fuzzy because it has protective plastic still on it, or because your wifi is so slow that it drops the resolution to keep up the connection. 

Sorry i don't know how to quote multiple people

. I have 3/4 or 4/4 on the signal strength on my internet connection so I don't think it's my internet. I did a speed test which was 19.38 download, 2.31 up 9 ping. Compared with 28.8, 5.49, 10 on chrome book from the same position in the house.  I know a chrome book will be quicker.

The camera was no better nearer the router, the actual camera is tiny, not much bigger than the tip of a pin, but set inside a bigger circle that is not covered in glass. I wondered if it was broken but it looks exactly as the picture so no glass to start with.

Also because I don't know how many pixels the camera is I won't know how to choose a better one. My son says it's maybe it's not HD? it say's VGA whatever that means!

The reviews looked OK but then since I've purchased it there has been some bad ones. It looks like someone got a refund because of the camera quality not being HD, I dont know whether the camera was listed as HD in the description at the time of purchase or not.

Here it is https://www.argos.co.uk/product/3299485