Laptop hinge failure

Pippaki

Merry Christmas!

We have bought a laptop online in July of last year. Day before yesterday the hinge of the laptop broke whilst closing the lid which in turn damaged the screen.

Called them up yesterday and asked for it to be repaired as I would expect a laptop to last more than 18 months of use.

They kept saying that I would have to pay for repair as its out of warranty. I told them its nothing to do with warranty but with my consumer rights. 

They also said, on the second call, that no such issues with the hinge has ever been reported with the model we have. Which can't be true because even on their online forum people had the same problem.

They then told me someone from customer care would call me back today. And they said that they comply with all the laws applicable and as it is out of warranty they, as a goodwill gesture would do the repair free of charge and I would just have to pay for the parts. They said that this is their final answer and gave me the address to their head office to write a letter if I want to take it further. They said they don't have an email address.

Any suggestions on what my next move should be? I'm aware there is a class action lawsuit in the US about this  laptop range and there are hundreds of cases on various forums and social media platforms. 

The guy from today also said that the laptops are thoroughly tested before going into production. I think it's a design flaw and I should be entitled to either a replace, refund or a repair.

Would contacting trading standards be of any use?

Many thanks!

Browntoa

You would need an engineer report to prove a hinge fault ( not easy to arrange or prove) 

Manufacturer could argue that damage was caused by an item being left inside when it was closed , for example a pen , which placed undue pressure on the hinge and the screen

powerful_Rogue

Who did you speak with? Is this the same company you purchased from?

Pippaki

powerful_Rogue said:

Who did you speak with? Is this the same company you purchased from?

Yes, same company. Browntoa said:

You would need an engineer report to prove a hinge fault ( not easy to arrange or prove) 

Manufacturer could argue that damage was caused by an item being left inside when it was closed , for example a pen , which placed undue pressure on the hinge and the screen

I don't see how that would cause the hinge to fail. The screen damage was done by the hinge failing and it shows that it started from there.

Also, what would qualify as an expert? I have worked in IT for over 20 years. 

powerful_Rogue

Pippaki said:

powerful_Rogue said:

Who did you speak with? Is this the same company you purchased from?

Yes, same company. Browntoa said:

You would need an engineer report to prove a hinge fault ( not easy to arrange or prove) 

Manufacturer could argue that damage was caused by an item being left inside when it was closed , for example a pen , which placed undue pressure on the hinge and the screen

I don't see how that would cause the hinge to fail. The screen damage was done by the hinge failing and it shows that it started from there.

Also, what would qualify as an expert? I have worked in IT for over 20 years. 

As it's over six months old the onus is in you to prove the fault that caused this hinge to fail was due to an issue at manfacture.

Aylesbury_Duck

Pippaki said:

powerful_Rogue said:

Who did you speak with? Is this the same company you purchased from?

Yes, same company. Browntoa said:

You would need an engineer report to prove a hinge fault ( not easy to arrange or prove) 

Manufacturer could argue that damage was caused by an item being left inside when it was closed , for example a pen , which placed undue pressure on the hinge and the screen

I don't see how that would cause the hinge to fail. The screen damage was done by the hinge failing and it shows that it started from there.

Also, what would qualify as an expert? I have worked in IT for over 20 years. 

Not you, you're clearly biased.  Pop it along to a local computer shop and ask what they'd charge to inspect it and write a report.  If their verdict is a design flaw that makes failure inevitable then go back to the retailer with the report and ask for a remedy.  You'd also be entitled to the cost of the report.

unforeseen

Hinge failure is typically caused by the user opening and closing the lid by using the corner of the lid rather than the middle. 
Using the corner will also flex the screen and damage it. 

Pippaki

unforeseen said:

Hinge failure is typically caused by the user opening and closing the lid by using the corner of the lid rather than the middle. 
Using the corner will also flex the screen and damage it. 

I don't see how this could be considered user fault, especially since you have to use both hands when switching to tablet mode and back. On which.co.uk it also says that evidence of this happening to others will strengthen a case. Also, since I am right handed it would affect the right hinge not the left?

Pippaki

Aylesbury_Duck said:

Pippaki said:

powerful_Rogue said:

Who did you speak with? Is this the same company you purchased from?

Yes, same company. Browntoa said:

You would need an engineer report to prove a hinge fault ( not easy to arrange or prove) 

Manufacturer could argue that damage was caused by an item being left inside when it was closed , for example a pen , which placed undue pressure on the hinge and the screen

I don't see how that would cause the hinge to fail. The screen damage was done by the hinge failing and it shows that it started from there.

Also, what would qualify as an expert? I have worked in IT for over 20 years. 

Not you, you're clearly biased.  Pop it along to a local computer shop and ask what they'd charge to inspect it and write a report.  If their verdict is a design flaw that makes failure inevitable then go back to the retailer with the report and ask for a remedy.  You'd also be entitled to the cost of the report.

The one I know of closed about 6 months ago. They are hard to come by nowadays. 

Aylesbury_Duck

Pippaki said:

Aylesbury_Duck said:

Pippaki said:

powerful_Rogue said:

Who did you speak with? Is this the same company you purchased from?

Yes, same company. Browntoa said:

You would need an engineer report to prove a hinge fault ( not easy to arrange or prove) 

Manufacturer could argue that damage was caused by an item being left inside when it was closed , for example a pen , which placed undue pressure on the hinge and the screen

I don't see how that would cause the hinge to fail. The screen damage was done by the hinge failing and it shows that it started from there.

Also, what would qualify as an expert? I have worked in IT for over 20 years. 

Not you, you're clearly biased.  Pop it along to a local computer shop and ask what they'd charge to inspect it and write a report.  If their verdict is a design flaw that makes failure inevitable then go back to the retailer with the report and ask for a remedy.  You'd also be entitled to the cost of the report.

The one I know of closed about 6 months ago. They are hard to come by nowadays. 

A phone repair shop, perhaps?  No particular qualification or profession is required, it simply needs to be the opinion of someone independent and more knowledgeable than the average person in the street.

Ergates

Pippaki said:

Aylesbury_Duck said:

Pippaki said:

powerful_Rogue said:

Who did you speak with? Is this the same company you purchased from?

Yes, same company. Browntoa said:

You would need an engineer report to prove a hinge fault ( not easy to arrange or prove) 

Manufacturer could argue that damage was caused by an item being left inside when it was closed , for example a pen , which placed undue pressure on the hinge and the screen

I don't see how that would cause the hinge to fail. The screen damage was done by the hinge failing and it shows that it started from there.

Also, what would qualify as an expert? I have worked in IT for over 20 years. 

Not you, you're clearly biased.  Pop it along to a local computer shop and ask what they'd charge to inspect it and write a report.  If their verdict is a design flaw that makes failure inevitable then go back to the retailer with the report and ask for a remedy.  You'd also be entitled to the cost of the report.

The one I know of closed about 6 months ago. They are hard to come by nowadays. 

They still exist, and you'll have to find one.  After 6 months from purchase, the retailer is entitled to ask for evidence that the fault was inherent rather than caused by the consumer.