Help-laptop screen broken after 9 months, Comet won't repair it!

summerday

Hello,We bought a laptop from Comet last February, a month ago I noticed in the top right hand corner of the screen the ink started spreading so I couldn't read the screen, this has got worse and worse each time I used it. I took it into Comet today, at first she said no problem she would send it off as it's within guarantee period, now they've just rung saying the guarantee doesn't cover it!Now if we had done anytghing worng with it fair enough, but we have looked after it so carefully, never dropped it or had drinks near it, I don't know what caused it but after only having it 9 months it doesn't seem fair that we have to pay for repairs or a new one!Anyone know what my rights are or if I can make them help? Really can't afford a new one.Sarah

Amusedsean

Unfortunatley it sounds like impact damage. It isnt covered by your guarantee from the retailer.An extended warranty might cover it or your home contents insurance maybe?

KILL_BILL

saraht wrote: »

Hello,We bought a laptop from Comet last February, a month ago I noticed in the top right hand corner of the screen the ink started spreading so I couldn't read the screen, this has got worse and worse each time I used it. I took it into Comet today, at first she said no problem she would send it off as it's within guarantee period, now they've just rung saying the guarantee doesn't cover it!Now if we had done anytghing worng with it fair enough, but we have looked after it so carefully, never dropped it or had drinks near it, I don't know what caused it but after only having it 9 months it doesn't seem fair that we have to pay for repairs or a new one!Anyone know what my rights are or if I can make them help? Really can't afford a new one.Sarah

what did they say specifically was the fault and why the guarantee wont cover it ?

dont just accept there word for it = ask for a detailed response and state that you are covered under the sales of good act. you havent damaged it etc and therefore they should repair or if its not repairable then replace it or refund you pro rata.

if they fob you you off then issue a claim in the small claims court - that will soon get them to sort it out.

many of the large companies will fob people off by refusing to deal with cases such as your as the large majroty of people dont bother.

marc.faulkner

What make is the Laptop?

I work for a laptop repair centre, handling repairs for 2 of the largest PC manufacturers in the UK. Both of these manufacturers (HP and Fujitsu) state in the terms of their warranty (under 'Warranty Exclusions') that any physical damage to the unit, including physical damage to the LCD panel is ecxcluded from the warranty. This damage can be repaired, however it would be chargable - HP have a flat charge and Fujitsu quote on a case by case basis.

What you are describing in a crack to the LCD panel, causing the liquid to leak and spread across the screen surface, either internally or externally.

Unfortunately, as I always tell our customers when they complain, it is not possible for the panel to crack itself - there must have been some force applied, or I have known cracks to be caused by excessive heat - but I'm yet to come across one which has cracked all by itself! :rolleyes:

Sorry, know this doesn't help you much, but I'm sure you'll find a similar clause in your warranty documentation...



Disclaimer - the views expressed in this post are my own, not those of my employer or the manufacturers whom I work on behalf of.

peter_the_piper

""What you are describing in a crack to the LCD panel, causing the liquid to leak and spread across the screen surface, either internally or externally.
Unfortunately, as I always tell our customers when they complain, it is not possible for the panel to crack itself - there must have been some force applied, or I have known cracks to be caused by excessive heat - but I'm yet to come across one which has cracked all by itself! :rolleyes: ""

Whilst the OP did not cause the damage by dropping etc. its possible it could have been caused at the shop but not show up for some time. We had a fire in a greenhouse once and the glass continued to crack on and off for a few years. I'm darned if I know how the OP could prove this though.

marc.faulkner

peter_the_piper wrote: »

""What you are describing in a crack to the LCD panel, causing the liquid to leak and spread across the screen surface, either internally or externally.
Unfortunately, as I always tell our customers when they complain, it is not possible for the panel to crack itself - there must have been some force applied, or I have known cracks to be caused by excessive heat - but I'm yet to come across one which has cracked all by itself! :rolleyes: ""

Whilst the OP did not cause the damage by dropping etc. its possible it could have been caused at the shop but not show up for some time. We had a fire in a greenhouse once and the glass continued to crack on and off for a few years. I'm darned if I know how the OP could prove this though.

Unfortunately that's the problem. And unfortunately, I know that the companies I work on behalf of are extremely rigid when it comes to such matters - whilst we have ourselves offered gestures of goodwill to customers (and born the costs ourselves) I don't recall the manufacturers doing so in a situation like this - I could be wrong, but I've never come across it.

flaherty

i know what you are talking about i got the same problem my laptop 5mths old did nothing but got just the same problems as you also dealing with comet mines an acer which was getting hot before it broke took it back to comet who sent it away but said screens not covered

James240

Use your house insurance as that's how I got mine fixed

badgermonkey

I bought a laptop from Curry's a week ago and when I paid he quite clearly said "now, you understand the warranty doesn't cover the screen, OK?", so there was absolutely no ambiguity about it. It's standard on laptop warranties, I've heard.

Blacksheep1979

and irrelevant to the warranty (as albertross said) you're covered by the sale of goods act which doesn't make silly limitations like if it breaks on the 3rd thursday of the month you're not covered.

oops_a_daisy

contact Consumer Direct and they will send you template letters to sent to Comet - if you still get no joy Consumer Direct will escalate the problem to Trading Standards.