Laptop hinge failure

mksysb

I'm guessing it's a Dell.  My hinge has just broken, although mine is now 4 years old.  I won't be buying another Dell which is a shame, as the laptop itself is very good.

Browntoa

Out of interest 

I used to repair laptops for a while 

Seen many broken hinges ( easy repairs normally) but never seen one that broke the screen as well 

RefluentBeans

OP you work in IT? Would you believe an end user who said the ‘hinge just broke’?

Regardless - your rights are a minimum. The law revolves around people having to prove the claims they make. You are entitled to a refund on any reasonable charges you encounter by getting this report, but the retailer is more than in their rights to say ‘prove it’. 

Also these consumer rights only apply to consumers. If you do business (as you say - you’re an IT professional) on the laptop then you cannot claim under consumer rights, as this is now a business purchase. 

Aylesbury_Duck

RefluentBeans said:

OP you work in IT? Would you believe an end user who said the ‘hinge just broke’?

Regardless - your rights are a minimum. The law revolves around people having to prove the claims they make. You are entitled to a refund on any reasonable charges you encounter by getting this report, but the retailer is more than in their rights to say ‘prove it’. 

Also these consumer rights only apply to consumers. If you do business (as you say - you’re an IT professional) on the laptop then you cannot claim under consumer rights, as this is now a business purchase. 

I don’t think that’s necessarily true.  If OP bought it for personal use, but then occasionally used it to send the odd work email etc., that doesn’t remove their consumer rights.  You’re correct if OP bought it to use for his business or as his primary work device.

Jumblebumble

Pippaki said:

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!

If this is an HP Laptop then the issue is very common on their cheaper models
Amusing that a bod in the call center can confidently tell you that you are the only one in the world who has ever had a broken hinge
( I wonder if they worked for the post office who apparently  did the same thing )