12 replies to this topic

[debrad65]

Where is best for me to go for advice about the laptop I bought for my daughter for xmas that developed a fault in March (slack mouse button) and after I rang the company and booked the repair it developed another fault (big line down screen). It was taken away for repair and I was told it would take about 10 days. day 16 and no phone call or anything I rang and they said the part had been received day 5 but there was no further info... I complained as I said my daughter does online homework and needed it back. was told 2 ring next day as the canny lad spoke 2 would try n find out what was going on but he said I could e-mail a complaint (ooh.. and I did) to customer services.well, next day the laptop came back (though I never got an e-mail or phone call to say so as promised.. so prob my nasty e-mail got it back). all the data was still on n the mouse n screen was fixed... but the webcam wouldnt work. so I rang and they said try this n try that (took an age) and said to see if my daughter wanted to save any data n then ring next day and they would talk me through restoring laptop to factory settings. well I did and they said (after an age) the laptop would be like it was when we bought it.... so, my daughter had to install everything she wanted to and the bloomin camera still wouldn't work! they said it would when restored to factory settings!so- I rang again n they said try this n try that n as nowt worked they said it would have to go away for repair.. again! I went mad-saying the laptop must be faulty as its needed 2 parts new in a few months n now the camera not working? I demanded a replacement but they wont budge! my daughter says the laptop not the same since they did the restore to factory settings - she says its slow n the mouse is hard to move - and am getting nowhere with this big electrical company with my e-mails! I keep telling them she needs it for school and cant afford for it to keep going away for repair.. as well as pointing out I saved 6 months for it n paid bloomin cash!!!!! They wont replace it or as a gesture of goodwill loan her one if they take it away again! Advice someone please!!!!!!!!!!!!!!!!!!!!This is driving me mad

[Monsta®]

trading standards, watchdog or even citizens advice

[Cympil]

debrad65, on 17 May 2010 - 08:05 PM, said:

Where is best for me to go for advice about the laptop I bought for my daughter for xmas that developed a fault in March (slack mouse button) and after I rang the company and booked the repair it developed another fault (big line down screen). It was taken away for repair and I was told it would take about 10 days. day 16 and no phone call or anything I rang and they said the part had been received day 5 but there was no further info... I complained as I said my daughter does online homework and needed it back. was told 2 ring next day as the canny lad spoke 2 would try n find out what was going on but he said I could e-mail a complaint (ooh.. and I did) to customer services.well, next day the laptop came back (though I never got an e-mail or phone call to say so as promised.. so prob my nasty e-mail got it back). all the data was still on n the mouse n screen was fixed... but the webcam wouldnt work. so I rang and they said try this n try that (took an age) and said to see if my daughter wanted to save any data n then ring next day and they would talk me through restoring laptop to factory settings. well I did and they said (after an age) the laptop would be like it was when we bought it.... so, my daughter had to install everything she wanted to and the bloomin camera still wouldn't work! they said it would when restored to factory settings!so- I rang again n they said try this n try that n as nowt worked they said it would have to go away for repair.. again! I went mad-saying the laptop must be faulty as its needed 2 parts new in a few months n now the camera not working? I demanded a replacement but they wont budge! my daughter says the laptop not the same since they did the restore to factory settings - she says its slow n the mouse is hard to move - and am getting nowhere with this big electrical company with my e-mails! I keep telling them she needs it for school and cant afford for it to keep going away for repair.. as well as pointing out I saved 6 months for it n paid bloomin cash!!!!! They wont replace it or as a gesture of goodwill loan her one if they take it away again! Advice someone please!!!!!!!!!!!!!!!!!!!!This is driving me mad

Basically, take it to where you bought it from and tell them you want a replacement. By law they have to offer you a repair, replacement or refund, and will usualy do so in that order and since you`re getting no-where with repairs, get a replacement or refund.

[Merlin]

Debra in my experience phone calls and e-mails get you no where. I've always found a good old fashioned face to face slanging match in the middle of the shop in front of other customers usually gets you what you want! No swearing mind as you'll find yourself in steel bracelets quick sharp

[threegee]

Come on Deb, tell us where you bought it and the make and model. No need to be shy about such things.

Cympil is right: if the repair isn't satisfactory ask for a replacement, or a refund.as it's obviously not readily repairable. The problem with any goods you accept a repair on is that you've sort of acquiesced to keep them, and are then on weak ground demanding a refund later. But if they can't then be satisfactorily repaired they are at least obliged to replace them. ALWAYS politely ask for the outcome you want first, and if they won't oblige you then tell them that you are taking their alternative only "under protest". That way they can't say you agreed to whatever if you find you need to bring a claim later - it was a situation they forced on you.

[debrad65]

threegee, on 17 May 2010 - 11:59 PM, said:

Come on Deb, tell us where you bought it and the make and model. No need to be shy about such things.

Cympil is right: if the repair isn't satisfactory ask for a replacement, or a refund.as it's obviously not readily repairable. The problem with any goods you accept a repair on is that you've sort of acquiesced to keep them, and are then on weak ground demanding a refund later. But if they can't then be satisfactorily repaired they are at least obliged to replace them. ALWAYS politely ask for the outcome you want first, and if they won't oblige you then tell them that you are taking their alternative only "under protest". That way they can't say you agreed to whatever if you find you need to bring a claim later - it was a situation they forced on you.

Am I allowed to say where I bought it?????? its an advent verona. just been looking up problems with this company and theres loads of websites with people getting nowhere with their customer services. am just looking up my consumer rights and then dunno what to do .... go to the shop or get a consumer group involved. I'll e-mail customer services again and quote my consumer rights n see what happens. thanks for all your advice friends

[threegee]

debrad65, on 18 May 2010 - 04:30 PM, said:

Am I allowed to say where I bought it??????...

Of course! Name 'n' Shame!

Currys; Dixons; PC World??

I think maybe you'd have done better with an Atom powered netbook. I've got several now!

[debrad65]

threegee, on 18 May 2010 - 07:51 PM, said:

Of course! Name 'n' Shame!

Currys; Dixons; PC World??

I think maybe you'd have done better with an Atom powered netbook. I've got several now!

the shop thats name same as a spicy food! we know nowt about laptops-daughter just wanted a lightweight one n picked the advent verona at random! didnt want her 2 get it as has no disc thing but??? am not gonna give up til they replace it or give a refund tho... we work hard n it took 6 months 2 save n buy this cash n if its needed new parts 3 months old n then gone 4 repair n come back with things not working n now more faults then its..erm faulty! ave never had anything electrical ever thats gone wrong in a few months of the warranty so am not letting them fob me off saying send it away for repair.. she needs it for school as her old one-which I use-overheats after half an hour-even with a cooler! does me but no good to her when she does work online 2 school n all else teens do

Edited by debrad65, 18 May 2010 - 08:41 PM.

[threegee]

debrad65, on 18 May 2010 - 08:40 PM, said:

the shop thats name same as a spicy food! we know nowt about laptops-daughter just wanted a lightweight one n picked the advent verona at random! didnt want her 2 get it as has no disc thing but??? am not gonna give up til they replace it or give a refund tho... we work hard n it took 6 months 2 save n buy this cash n if its needed new parts 3 months old n then gone 4 repair n come back with things not working n now more faults then its..erm faulty! ave never had anything electrical ever thats gone wrong in a few months of the warranty so am not letting them fob me off saying send it away for repair.. she needs it for school as her old one-which I use-overheats after half an hour-even with a cooler! does me but no good to her when she does work online 2 school n all else teens do

I don't think the no "disc thing" is the problem. You seldom use "disk things" on notebooks these days, so it's not worth the extra weight carrying an internal "disk thing" around when external USB ones are as cheap as chips. It's also an extra mechanical "failure point". No, I think the prob with the machine is the power-hungry CPU and so the very poor battery life. There are obviously quality issues too. You could have got a netbook with better battery life and far more portability for the same sort of price.

Always a good idea to state your requirements here first, and see what the local "experts" suggest before parting with cash.

If the shop has to send things away then there's probably no point dealing with them, and you'd do better on price and service by buying from a reputable on-line retailer like laptopsdirect.co.uk - where you can make the distance selling regulations your friend.

Anyway, we look forward to the next instalment of the Curried Lemon with Chips Saga.

[Monsta®]

threegee, on 18 May 2010 - 10:35 PM, said:

I don't think the no "disc thing" is the problem. You seldom use "disk things" on notebooks these days, so it's not worth the extra weight carrying an internal "disk thing" around when external USB ones are as cheap as chips. It's also an extra mechanical "failure point". No, I think the prob with the machine is the power-hungry CPU and so the very poor battery life. There are obviously quality issues too. You could have got a netbook with better battery life and far more portability for the same sort of price.

Always a good idea to state your requirements here first, and see what the local "experts" suggest before parting with cash.

If the shop has to send things away then there's probably no point dealing with them, and you'd do better on price and service by buying from a reputable on-line retailer like laptopsdirect.co.uk - where you can make the distance selling regulations your friend.

Anyway, we look forward to the next instalment of the Curried Lemon with Chips Saga.

just to point out you can get internal solid state hdds! so no mechanical failure points and usb can be quite slow if your laptop power is low!

i would also recommend buying a lower priced laptop rather than a netbook as i find then slow fiddly and pap! but its your money and you make your own choices!

[debrad65]

Just to let you know I won the battle! The laptop developed the same faults so I stood my ground and refused another repair. Instead of dealing with customer services, I did as advised by Trading Standards and sent a recorded delivery letter to the manager of the shop it was purchased from-stating my rights under the sale of goods act- and it worked!My daughter was offered an exchange! Shame my own laptop died the same day she got her replacement though! My luck

[Fourgee™]

Good stuff. What did you get in exchange?

[debrad65]

I wasn't there but she chose a compaq presario cq61... way better than the crappy one she had. mine was a compaq. got it off my daughter at xmas when she got her new one (which is away thank god!). reconditioned and 4 years old and I was gutted it died the day Abbie got her new one.The on switch keeps flashing on and off but nothing is coming on the screen. Loved that laptop so am gutted! Need one myself now but funds are tight! Don't want to use Abbie's as its her's and personal... just on now as she's out but she's a teenager and always on so I don't want the random few minutes here and there.. I want my own! Max spend £300 though as got kids birthdays looming! Any ideas what I could get for that amount? As Abbie's has disc drive/copier etc.. I could make do with a notebook if screen decent size.. don't want one of those tiny 10" netbooks though. HELP!!