Faulty Laptop

leafman_6

I purchased a second hand laptop from Backmarket at the start of January, and had to send it back for repair around February or March due to short battery life. The company gave me a new charger and fixed the issue, and sent it back and it has been fine until last week when it stopped turning on.

I put in a complaint, specifying that I had taken the back of the battery and looked before buying a new one, and hadn't used that on the laptop since (i meant charger as I thought the block on the charger was the battery for the computer). They then gave me a few options of possible things that could be wrong, and when I said it was none and asked what steps would be taken, they said none as I had voided the warranty.

I did not know the charger was covered with the same protections as the laptop, but I haven't done anything to the latop they haven't told me to do. As I have apparently voided the warrenty on the laptop they are denying me a repair.

Is there anything I can do? As this is the second fault with the computer, and I haven't done anything to the actual device would I be covered by anything in anyway? I wasn't sure if the consumer rights act protected me at all, so figured I should ask here.

Thanks!

born_again

We're a global marketplace for refurbished devices. Our rigorous vetting process means that only the best refurbishers can sell on our platform.

So you need to go back to who the seller was.

What about returns after the first 30 days?

Sometimes issues only appear after prolonged use, this is why we provide a 1-year warranty. The warranty starts from the date of delivery and covers hardware defects.

The warranty doesn’t apply to wear and tear from normal use (including a decrease in battery capacity), significant impact damage, or oxidation (liquid damage). The warranty will also no longer be valid if your item is repaired or tinkered with by anyone other than the seller.

Jumblebumble

born_again said:

We're a global marketplace for refurbished devices. Our rigorous vetting process means that only the best refurbishers can sell on our platform.

So you need to go back to who the seller was.

What about returns after the first 30 days?

Sometimes issues only appear after prolonged use, this is why we provide a 1-year warranty. The warranty starts from the date of delivery and covers hardware defects.

The warranty doesn’t apply to wear and tear from normal use (including a decrease in battery capacity), significant impact damage, or oxidation (liquid damage). The warranty will also no longer be valid if your item is repaired or tinkered with by anyone other than the seller.

That statement about rigorous vetting  is a sick  joke and if this post prevents one person from being ripped off it will be worth it.


What happened to us was that an offspring bought a secondhanded iPhone and the invoice stated it was 128Gb
The "trusted reseller" sent a 32 Gb one  without putting a serial number or imei on the invoice
Backmarkets customer service were perfectly happy with this and refused to address this.
Brilliant scam as they do not need to honour any type of warranty as you are "not"  returning the phone they sold
Idiots pretend not to know about #06# 

Here is our complaint and their  last response verbatim

Hi I am not expecting any resolution as the iPhone has gone BUT I think you should know that your partner London Magicstore sells iPhone 7s that claim to be 128GB, supplies ones that are 32 Gb and then is unwilling to confirm what serial number IMEI they supplied thinking that their customers are so stupid that they believe them by pretending they do not know. ( How do they know if a phone returned under warranty is the same one if they cannot check This is what they had to say

Good morning xxxx, Thank you for your patience. I had a return from the technical team, and we do not have a record to provide the IMEI. Please accept our apologies for this. However, if you do provide it to us, we can look into the database and confirm. Have a marvelous day xxxxx:). Best regards, Alsoshua from Londonmagicstore UK LTD quality team
Hello xxxx

From Backmarket

I hope you are fine.

After messaging the seller, they have not yet responded.

 Given that you are kind of unable to access your phone, kindly note that it is possible for you to get the IMEI via the following link: https://appleid.apple.com/#!&page=signin

You will just need to log in with your Apple credentials.

Kindly do that and keep me posted.

While waiting for your reply, I wish you a great day.

Kind regards,

Fabrice

Ergates

leafman_6 said:

I had taken the back of the battery and looked before buying a new one, and hadn't used that on the laptop since (i meant charger as I thought the block on the charger was the battery for the computer)

Regardless of anything else:   Please don't ever do that again!!

Laptop chargers contain capacitors, which will store a charge after the device is disconnected from the electricity supply.   Enough of a charge to hurt you.

Obviously this is even more true for a battery (which is designed to store charge).  Plus a damaged battery can be a serious fire risk.

born_again

Jumblebumble said:

That statement about rigorous vetting  is a sick  joke and if this post prevents one person from being ripped off it will be worth it.

Don't disagree with you at all on that one.
I'm guess in OP has been dealing with seller on this?

!!!!!! clearly the 12 month warranty is pointless in most cases, on a refurb product.
Probably get better protection on Ebay 🤷‍♀️

Exodi

Sorry I'm not clear on what you are saying:

"I had taken the back of the battery and looked before buying a new one, and hadn't used that one the laptop since (i meant charger as I thought the block on the charger was the battery for the computer)".

What exactly did you do? As you've probably realised, the battery is inside the laptop and on most modern day laptops the only way to access it would be to unscrew the bottom of the chassis and potentially disconnect a ribbon cable (and some laptops, particularly older ones, the battery could be accessed with a clip on panel, but I don't see that so much on modern laptops). From what you've said, I don't think you accessed the battery inside the laptop? But as you accidentally said you did, you can see why they think you did.

But if you are referring to the charger as you suggest, and how you mistakenly believed the block (which is effectively a transformer) was the battery, then what did you do the charger? 'Taking the back off the [transformer]' also doesn't sound good and unsurprising that it they may feel it voids the warranty. If you just took the kettle lead out and looked then no problem, but I understand what you mean by 'taking the back off'.

In both of these scenarios, how you've described it, it's clear to see why such an action might void any warranty.

I would firstly make it crystal clear what you've done, and then clarify this to them. If you've said what you have to us, it's not suprising they've responded how they have.

Jumblebumble said:
<snip>

To be honest, I think it would have been OK to leave it at saying you've had similar bad experiences with backmarket.

If you want to get into all the detail you've provided here, you should probably create your own thread.