Laptop died after 3rd attempt to repair USB-C fault - any rights?

Ergates

Supernova said:

Ergates said:

Supernova said:

Hi all,

I bought an expensive laptop in 2017 with a desktop CPU. I didn't own any USB-C devices until 6 years later and they didn't work with audio devices (USB-A was fine). I returned the laptop and the supplier sent it back untested with the same fault.

My mum died the same week so I didn't follow up until the next year and videoed the fault but only had time to spare my working machine this year, having bought another PC from them.

They confirmed the fault and that it was still a viable machine. The manufacturer quoted £320 to fix with a new motherboard.

It came back with the same fault plus a few others (cut out with battery at 44% and not showing on the main display).

Sent it back and the supplier confirmed the faults. The manufacturer replaced the motherboard again but now say that the CPU is faulty and won't power up at all. The CPUs are no longer available new. My hunch is that the motherboard had a design fault all along.

Do I have any rights to any refund or replacement?

Thanks for any help!

Kind Regards
S

In terms of the original purchase - very little.

In terms of the paid for repair carried out last year - yes, if they've not done the job properly then they should refund some/all the money for that.

OK thanks, but what if they have effectively written off the PC during the repair and can't guarantee being able to fix it, even with a new CPU? And who should pay for the CPU?

S

IF they accepted liability and/or were forced to accept liability  (putting aside the *how* of that for now) - then probably the best you could hope for would be a refund for the work carried out, and compensation for the damaged goods.  However, you'd have to bear in mind that it would be compensation for the value of the laptop as it was when they received it - i.e. an 8/9 year old laptop with a fault.

born_again

So 7 years ago "The manufacturer quoted £320 to fix with a new motherboard"
Which would be fair given your £2.5K cost.

But now after 7 years, you can not expect anything from them in terms of replacement or repair FOC.

Ergates

https://forums.moneysavingexpert.com/discussion/comment/81855164#Comment_81855164

I think the quote was given in 2025:
"…so I didn't follow up until the next year and videoed the fault but only had time to spare my working machine this year, having bought another PC from them."

Supernova

https://forums.moneysavingexpert.com/discussion/comment/81854814#Comment_81854814

Thanks Ergates, that's one route, but do they have an obligation to try & fix it first with a new CPU (at their own cost)? And can they be trusted to fix it, anyway…

Manufacturer repairs should have some sort of guarantee, but they sent it back untested and with additional problems.

MattMattMattUK

https://forums.moneysavingexpert.com/discussion/comment/81856483#Comment_81856483

Not for a PC you bought seven years ago no. I think any chance of a claim is dead in the water.

Ergates

https://forums.moneysavingexpert.com/discussion/comment/81856483#Comment_81856483

First you'd have to get them to accept liability for causing damage, or someone (e.g. the courts) would have to force them to accept liability. I said "putting aside the *how* of it" in my earlier posts because that's not going to be easy. It's an old machine and it was already faulty when they received it.

I think you have a better chance of getting the repair fee refunded - assuming that the contract doesn't have a clause about that. (i.e. something saying "We agree to attempt to repair your laptop, but cannot guarantee success"). I've not used a PC repair shop before so don't know if that's likely or not.

Supernova

https://forums.moneysavingexpert.com/discussion/comment/81856773#Comment_81856773

Thanks. It went back to the manufacturer via the original supplier not a 3rd party - there were no repair T&Cs - so I fully expected it to be fixed…

born_again

https://forums.moneysavingexpert.com/discussion/6647504/laptop-died-after-3rd-attempt-to-repair-usb-c-fault-any-rights

Can you give a time line of when everything happened please.

We know when bought, but as to exactly when any thing else happened that is not very clear.

TBH, You need to know how long warranty was on any repairs for any hope.