seriously p'd off - does anyone know my rights?

[Claw75]

to cut a long story short(ish).  Bought new lappy last January.  worked fine for a couple of months, then started freezing, crashing etc.  Called tech support who recommended resetting to factory settings.  did that, fine for a few days, then started playing up again.  Eventually, several frustrating phone calls later, they took it in for 'repair'.  came back marked 'repaired', but no info on diagnosis of problem or what had actually been done to repair it.  Same story, few days later, starts crashing again.  Several more phone calls later I ask if machine can be written off and replaced, as it's still under a year old and had nothing but grief.  Told they have to attempt to repair it at least twice before it's written off, so they arrange to take it in for repair again.  same thing, comes back 'repaired', but no details.  That was a few weeks ago, and I've just started using the thing again in the last couple of days (got used to using the old desktop instead while it was away being 'fixed'.  No surprise to find it's crashing again and nothing has changed.

Called tech support again today, explained it's now been in twice and I want it written off and replaced only to be informed that I was misadvised and they have to attempt to repair it FOUR times within a year before it's written off.  I asked if their phone calls are recorded, and apparently only a sample are for quality assurance.  Their notes do not show the advice I was given.  Although it's now over a year old I am assured it is still covered under warranty as I first reported the problem whilst it was under a year old (something I sought clariification on before it was sent back for 'repair' the second time.

The guy I spoke to today said it didn't look as if the workshop had done anything other than reset the computer when it had been 'repaired' (surprise surprise), and that i should have it sent in again and ring their customer services section to advise that nothing had been replaced on it's previous visits to the workshop.  I declined the offer and instead asked for an address to complain too.

Does anyone know what legal rights I have here.  As I see it, I purchased a product that is faulty.  All I've got for my £600 is a lot of grief, a computer that doesn't work properly and crashes at the most inopportune moments, several weeks without that machine due to it being off being 'repaired', and a hefty phone bill from all my calls to technical support.  If I could afford to just write it off myself I'd chuck it out the window and buy a new one!

 

[taximan007]

Is Watchdog still on the TV ?

Tell the computer people you are getting in touch with them, can have the desired effect quite often when having problems.

Just my thoughts and experience.

[Claw75]

Is Watchdog still on the TV ?

Tell the computer people you are getting in touch with them, can have the desired effect quite often when having problems.

Just my thoughts and experience.

lol was just thinking that actually.  I might send them a copy of my complaint letter and make clear that I have done so

[Suited_Jock]

Having worked in laptop support (cant name names),

Generally the unrwritten rule of the manufacturers would be that a part would have to be replaced 3 times for the same fault for there to look at any other forms of compensation ie reconditioned replacement or credit note.

I would push for the customer services to obtain the engineers repair slips and ask for copies (they might not give you them) this will at least let you know what the fault is and what if anything has been done to them.

Can I ask what the actual crashing is? Does it lock up? does it blue screen does it go slow?

[Suited_Jock]

Tbh when you say to someone in tech support you are going to watchdog they will put you on hold and laugh as they hear it x thousand times a day it is not a threat merely another bar on a tally sheet..

[Bongo]

Could you get something going under the sale of goods act? I would say it isn't fit for purpose.

A few friends of mine used to work in support call centre for a well known high street PC superstore... They were basically banned from being helpful and telling the customer what they were entitled too etc.

[taximan007]

It worked for me on a few occasions, the main one saving me over 3K in mechanical repair bills on one of my Peugeots.

I never had to contact Watchdog as the threat usually worked before it was necessary.

I wish you well with your situation.

[Claw75]

Having worked in laptop support (cant name names),

Generally the unrwritten rule of the manufacturers would be that a part would have to be replaced 3 times for the same fault for there to look at any other forms of compensation ie reconditioned replacement or credit note.

I would push for the customer services to obtain the engineers repair slips and ask for copies (they might not give you them) this will at least let you know what the fault is and what if anything has been done to them.

Can I ask what the actual crashing is? Does it lock up? does it blue screen does it go slow?

what usually happens is the screen freezes, but the mouse pointer still moves about.  That can stay like that for anything up to 10 minutes, then come back to life again.  This is usually followed by a crash to blue screen, and can happen anything up to 4-5 time a day.  Getting windows to boot up again afterwards isn't always easy either - I usually get a black screen with white text that says something along the lines of 'no bootable device found, please enter boot disk and press any key'.  Turning the computer off and on again several times usually gets windows up again.

[LLevan]

Firstly under the Sale Of Goods Act there is no such thing as a years warranty this is an arbitary time, manufacturers tend to warranty goods for 12 months so most shops will pass the 12 months onto you. Under the Sale Of Goods Act any goods should be able to be used for the purpose which they were designed for the expected lifetime of the said goods. Try going back to a shop to complain and quote the Sale Of Goods Act and they will no doubt point in the direction of their head office. Now as far as I'm aware a laptop as with most electrical goods should have an expected lifespan of well in excess of 12 months.
I dont think that numerous phone calls to their technical support line or to their head office will come up trumps and I would personally favour either a phone call or a visit to the local Trading Standards. Hopefully you have records of dates when the laptop was reported as non-working and when it was sent back for repair which I'm sure will back up your case even more.
Good luck in your quest and expect it to take quite some time to get a replacement laptop or a full refund.

[lazaroonie]

beginning to feel like a consumer rights campaigner....

Sale of Goods act - goods must be of merchantable quality and fit for the purpose for which they are sold. If something you buy develops a fault in the first 6 months, the onus is on the retailer to prove that it wasnt broken when they sold it. This is virtually impossible to acheive so, bottom line is they should replace (or refund), not repair within this timeframe. If they start some bollocks about it needs to go the manufacturer, tell them your contract is with them, not the manufacturer....


I would firmly remind them that it is a criminal offence not to comply with the sale of goods act

Personally I would push for a refund, since you have no confidence in their ability any longer.

[Suited_Jock]

Having worked in laptop support (cant name names),

Generally the unrwritten rule of the manufacturers would be that a part would have to be replaced 3 times for the same fault for there to look at any other forms of compensation ie reconditioned replacement or credit note.

I would push for the customer services to obtain the engineers repair slips and ask for copies (they might not give you them) this will at least let you know what the fault is and what if anything has been done to them.

Can I ask what the actual crashing is? Does it lock up? does it blue screen does it go slow?

what usually happens is the screen freezes, but the mouse pointer still moves about.  That can stay like that for anything up to 10 minutes, then come back to life again.  This is usually followed by a crash to blue screen, and can happen anything up to 4-5 time a day.  Getting windows to boot up again afterwards isn't always easy either - I usually get a black screen with white text that says something along the lines of 'no bootable device found, please enter boot disk and press any key'.  Turning the computer off and on again several times usually gets windows up again.

Obviously I don't know for certain but I would take an educated guess at a replacement Hard drive. Lemme know the model of your laptop and I will see if i can find a diagnostic tool online that might prove / disprove this. Then you could go back to manufacturer say ive ran x tests and the HDD is faulty, please replace it.

Could well work.

[lazaroonie]

Generally the unrwritten rule of the manufacturers would be that a part would have to be replaced 3 times for the same fault for there to look at any other forms of compensation ie reconditioned replacement or credit note.

this maybe a manufacturers "unwritten rule" but frankly, its a load of bollox when confronted with the actual law.

[Suited_Jock]

In my 18 months with said manufacturer we never replaced without attempting 3 repairs.. mebbe due to the wording of the warranty.

Just talking from personal experience

[matt674]

solution -

[kinboshi]

Tell them you'll send Laz round if they don't replace it.