Faulty Laptop

[urvino15]

Hi guys looking for some advice,

purchased a ADVENT 5401 Laptop from PC WORLD 18 months ago and took out there "Whatever happens" insurance. It was first sent away for repair one year after it was sold and again three months after that with no charge. It is now faulty for the third time and although I know they would repair it AGAIN I'm not convinced it would last any amount of time as it has been the same fault on each occasion.

After speaking with PC World 4/5 times this week it has become clear they WILL NOT REPLACE the unit as it is more than a year old. Although they have offered to repair it free of charge. They have also agreed that the best route now If I do not accept the repair is to "excercise the right to reject" the item and have offered to fast track this If I provide the paperwork. My main concern is that they once again have overpromised and this too will be declined so I am hoping to get the best case possible together and all the neccesary paperwork over the weekend.

Any advice on what would be needed would be greatly appreciated as I'll have to wait till Monday now to speak to Trading Standards and would like to get it all in hand before then.

I have the following documents already:

• Proof of Purchase
• Dates of each repair and time without the computer
• Reviews from the internet from consumers with the same fault on that model of laptop
• A report from a computer technician detailing the fault to be inherent in the computer and there from the point of purchase.
• A letter from a client detailing payment which has been withheld as the result of non competion of work.(This was directly due to the computer failure).

I'm unsure of my rights as a business and how they differ from a consumer?
They have also mentioned that they would decide a reasonable amount to refund if the rejection is successful- how much is reasonable and is it up to them to decide?
Also can I ask for my money back if it was paid by credit card?

Any help with this horrible mess would be apprecited

 

[goldmercury]

Did you ever get this sorted? I used to work for comet. At comet we used to tell customers that if there was a problem they'd have to go directly to the manufacturer. As the advent is PCWorld/Currys own make I'd be interested to know what the outcome is.

We quite often get customers that have faulty laptops and tell us that PC World will not help them exchange for something more suitable.

 

[Cobby]

How often did you get away with telling customers to "go to the manufacturer"? As a retail business are you not required to rectify problems with items you sell, then take it up with your supplier later?

 

[goldmercury]

All the time, if we had an issue we'd contact the manufacturer on the customers behalf. You'll find this with all big names ,dell, hp, sony, toshiba support is provided by the manufacurer. If you want in store support thats extra.

 

[craiga1971]

All the time, if we had an issue we'd contact the manufacturer on the customers behalf. You'll find this with all big names ,dell, hp, sony, toshiba support is provided by the manufacurer. If you want in store support thats extra.

I think you are mistaken. It is the retailer's responsibility to ensure that the product is fit for purpose, not the manufacturer.

Craig

 

[goldmercury]

Legally maybe however when I worked at comet our policy was as is above.

 

[Cobby]

Just as well nobody knew their rights when dealing with you! ;]

 

[goldmercury]

Yeah I hated the policy we used to have cusomters come in with month old systems and refer them to the manufacturer.

I had the capability to fix them there and then but we had to go through the correct channels. Made be mad and the cusomter to!

 

[David Griffiths]

Just as well nobody knew their rights when dealing with you! ;]

I had an issue with a machine that I'd bought that was faulty and got spun this line. No point in arguing with the person on the telephone, so I asked to be put through to somebody senior and advised them to tell their colleague that I knew the law on this and wasn't going to be fobbed off with the rubbish that he just spouted.

No issues after that!