Broken laptop

billabong1

https://forums.moneysavingexpert.com/discussion/comment/82041775#Comment_82041775

Used eBay, around £140

New cheapest I have seen £180

Okell

7.2 seems fairly clear?

The OP is entitled to a repair or a replacement of equal or better performance AND equal or better value.

If for some reason they can't repair or replace I would argue that the OP is entitled to a refund sufficient to puchase one of equal or better performance at current price

mikb

@Okell "But but but … a new one is so much more expensive than we thought it would be when we made that promise, in writing …"

Correct MSE response: "That sounds like a you problem, please replace as per the original agreement warranty terms".

They really should be replacing for equal performance. Whether that's new or manufacturer certified refurbished. Cynically, it only has to last the remaining month of the warranty, right, how hard could that be? That way they follow their terms, and get to honestly walk away after 1 month, rather than doing it now …

Okell

Oh I have no doubt they could easily replace.

billabong1

https://forums.moneysavingexpert.com/discussion/comment/82041871#Comment_82041871

They custom build PC's and laptops in house, so they do have parts...

I don't want to give the name yet, obviously.

I await their response on Monday

LightFlare

https://forums.moneysavingexpert.com/discussion/comment/82041834#Comment_82041834

does equal value mean if it cost £150 new, then a £150 replacement is meeting their obligation ?

If so, that could mean the Op gets a new 1Tb and not 2Tb as they could argue that the performance of newer drives is better but the increase in cost results in a lower capacity

The clause doesn't mention storage capacity - merely price and performance

Just to add, I know which retailer this is and they are typically very good with returns etc

molerat

I would say that "performance" includes storage capacity.

Jumblebumble

https://forums.moneysavingexpert.com/discussion/comment/82041775#Comment_82041775

Are you suggesting that if someone buys a Miele washing machine with a 10 year warranty they could expect Miele to repair with a 9 year old used part that was mistakenly replaced by a previous engineer but subsequently found to be fault free on another customers machine if one fails after 9 years?

In my view the only companies who behave like this are selling warranties that do not meet the customers expectation and it is bordering on dishonesty to do so.

The likes of Miele would never behave like this

Okell

https://forums.moneysavingexpert.com/discussion/comment/82042436#Comment_82042436

I think the poster you quoted had either forgotten - or had missed - the point that this is a warranty claim and not under the CRA

mikb

https://forums.moneysavingexpert.com/discussion/comment/82042179#Comment_82042179

Personally, I would say "no". That's equal cost (not adjusted for inflation, etc.) — equal value would be a drive of same (or better) spec to the job of the item they paid for.

Clearly the company doesn't see it the same way and is trying to weasel on their agreement. The one THEY wrote and applied to the contract, it's not like the OP is trying it on or forcing them to do anything they didn't OFFER to do up front, as part of making their product/service/company look good.