Argos or Lenovo

Dorrian

I purchased a laptop from Argos on the 3rd of May 23,there was an initial problem with the warranty as it had started before I purchased the item & Argos directed me to Lenovo, that was sorted out. Then on 28th July the laptop stopped charging & I contacted Lenovo support & after photos were sent they diagnosed the fault as the charger. It arrived & it still did not work & Lenovo asked to fix it & I agreed , they cancelled the first appointment as the part never arrived & the on the 7th August the engineer turned up fixed the new part & left.

  I accessed the internet & went to right click the mouse pad but it is depressed on that side with no movement, there was no issue with the mouse pad before the engineer came, fed up I asked Argos for a refund as it was not fit for use & they stated they cannot do anything without an uplift document from Lenovo. I contacted Lenovo & the reply was "we cannot provide you with the code you are looking for because it is only valid for devices that were purchased within 30 days and that have not been repaired.What we can offer you are troubleshooting steps and repair" So does anyone have any ideas. Thank you for reading this

tightauldgit

I think you've missed the window to reject it outright and get a refund so at this stage you need to contact Argos and inform them of the fault and that you are requiring them to repair or replace the laptop in line with the Consumer Rights Act. If they fob you off back to Lenovo then tell them you're not claiming under the warranty but exercising your consumer rights with the retailer. If they won't repair or replace it then you would be entitled to a refund. 

If it's easier you can try having Lenovo repair it again but that won't get you any closer to a refund.  

Okell

Dorrian said:

I purchased a laptop from Argos on the 3rd of May 23,there was an initial problem with the warranty as it had started before I purchased the item & Argos directed me to Lenovo, that was sorted out...

So you went to Argos and they directed you to Lenovo.  When you went to Argos, did you happen to tell them that you were exercising your rights under the Consumer Rights Act 2015, or did you tell them you wanted it fixed under the Lenovo warranty?  Or perhaps you didn't make either clear?

(Not criticising what you've done - just trying to ascertain what Argos would have thought you wanted from what you told them)

the_lunatic_is_in_my_head

Such a shame trading standards doesn't put a stop to this behaviour of fobbing customers off to the manufacturer.

Last time I purchased something from them, a £5 toy car, the lady at till gave me a leaflet with a list of manufacturers and their numbers and said to contact them first because "they like to know about problems". Yeah sure they do!  

OP go back to Argos and say there has been one repair attempt by their agent and as the goods still do not conform you are rejecting them for a full refund.  

powerful_Rogue

the_lunatic_is_in_my_head said:

Such a shame trading standards doesn't put a stop to this behaviour of fobbing customers off to the manufacturer.

Fobbing off or speeding the process up?

the_lunatic_is_in_my_head

powerful_Rogue said:

the_lunatic_is_in_my_head said:

Such a shame trading standards doesn't put a stop to this behaviour of fobbing customers off to the manufacturer.

Fobbing off or speeding the process up?

If they are happy to acknowledge that the manufacturer dealing with it the first time is under their obligation to provide a remedy allowing the customer to reject if the repair fails and if returned to store are happy to take the goods and arrange the matter, or if at a distance arrange the matter for collection/provide the label with care of the goods during the repair under their responsibility, all as they obligated to do, then of course speeding up.

tightauldgit

powerful_Rogue said:

the_lunatic_is_in_my_head said:

Such a shame trading standards doesn't put a stop to this behaviour of fobbing customers off to the manufacturer.

Fobbing off or speeding the process up?

It certainly would appear to be the former in many cases especially when they do it again after the customer goes back to them. 

tightauldgit

Dorrian said:

Okell said:

Dorrian said:

I purchased a laptop from Argos on the 3rd of May 23,there was an initial problem with the warranty as it had started before I purchased the item & Argos directed me to Lenovo, that was sorted out...

So you went to Argos and they directed you to Lenovo.  When you went to Argos, did you happen to tell them that you were exercising your rights under the Consumer Rights Act 2015, or did you tell them you wanted it fixed under the Lenovo warranty?  Or perhaps you didn't make either clear?

(Not criticising what you've done - just trying to ascertain what Argos would have thought you wanted from what you told them)

Hi I explained the issues & told Argos it was not fit for purpose & I want a refund not a replacement  to which Argos replied "I am so sorry that you are still having issues with the laptop you bought in May 2023, however, you would need to contact Lenovo again if you are still having problems after they have repaired this. They should either repair this again, or replace. If they advise you to come back to us to arrange a replacement, we would require an uplift number from them as a reference. I can understand your frustration as this is a fairly new laptop and should not have these issues. Once you have spoken to Lenovo again, this should be resolved by them or as advised they may direct you back to us.I would feel exactly the same  however without the uplift number we would not be able to request anything.yet. Just come back to us once you have spoken to them on this thread and we will do all we can to have this resolved for you. 

The problem may be that you aren't yet entitled to a refund. After 30 days you've got to give them the chance to repair or replace - and it's not clear to me that getting it repaired under warranty counts (but it probably SHOULD do if Argos told you to do it, but in this case it seems that you went straight to Lenovo support to exercise your warranty rights)

 

powerful_Rogue

the_lunatic_is_in_my_head said:

powerful_Rogue said:

the_lunatic_is_in_my_head said:

Such a shame trading standards doesn't put a stop to this behaviour of fobbing customers off to the manufacturer.

Fobbing off or speeding the process up?

If they are happy to acknowledge that the manufacturer dealing with it the first time is under their obligation to provide a remedy allowing the customer to reject if the repair fails and if returned to store are happy to take the goods and arrange the matter, or if at a distance arrange the matter for collection/provide the label with care of the goods during the repair under their responsibility, all as they obligated to do, then of course speeding up.

Exactly.  

Okell

Dorrian said:

Okell said:

Dorrian said:

I purchased a laptop from Argos on the 3rd of May 23,there was an initial problem with the warranty as it had started before I purchased the item & Argos directed me to Lenovo, that was sorted out...

So you went to Argos and they directed you to Lenovo.  When you went to Argos, did you happen to tell them that you were exercising your rights under the Consumer Rights Act 2015, or did you tell them you wanted it fixed under the Lenovo warranty?  Or perhaps you didn't make either clear?

(Not criticising what you've done - just trying to ascertain what Argos would have thought you wanted from what you told them)

Hi I explained the issues & told Argos it was not fit for purpose & I want a refund not a replacement  to which Argos replied "I am so sorry that you are still having issues with the laptop you bought in May 2023, however, you would need to contact Lenovo again if you are still having problems after they have repaired this...

I may not have made myself clear.

What did you tell them the first time you went back to Argos, not the second time after it had been repaired?

Okell

the_lunatic_is_in_my_head said:

Such a shame trading standards doesn't put a stop to this behaviour ...

I started training as a Trading Standards Inspector nearly 40 years ago.   

The phrase "chocolate teapot" comes to mind.

I hope they've imptoved since then, but I doubt it...