Thread: Argos problem regarding a Laptop

I bought a Laptop last week from Argos and over the weekend and the screen started flickering now and again it doesn't do it all the time but it's not a good sign.

I took the Laptop back into the store today requesting a like for like replacement and someone had a look at it for a few minutes, they said as the screen did not flicker when they were looking at it they would not give me a like for like replacement and would not do anything about it.

It is less than 2 weeks old so i would be entitled to a full refund but i said i would be happy with a like for like replacement but this request was refused.

I have sent two letters today by recorded delivery, one to the Argos store where it was purchased and a copy to head office demanding a like for like replacement.

I have said that if they refuse i will be contacting Trading Standards & Consumer Direct and seeking legal advice.

Where do i stand on this matter and what can i do to get a replacement?

Thank you.

Originally Posted by blitz

Your on the right track by sending a letter to the store and to head office. The manager on duty should have some common sense in knowing you are asking for a replacement but as it is a temperamental fault its going to be difficult for them to accept that it is faulty.

Which laptop is it? Your doing everything you need to at the moment with there refusal. I see little point in picking up the phone or going in store until you receive a reply from Argos.

Post it up if it is unsuccessful and can take it from there

Thank you for your reply blitz, it is very much appreciated.

I'm glad i have done the right thing, I contacted Consumer Direct yesterday and received an email from them earlier today saying to send Argos letters via recorded delivery which i have already done.

Today i have sent two more letters via recorded delivery, one to Argos's managing director and one to customer services.

When i took the laptop back in to store yesterday when i mentioned the Sales Of Goods Act 1979 the person who was dealing with it fobbed it off and more or less laughed it off.

I feel that a laptop which is only a few days old should be replaced without quibble, what loss is it to Argos to exchange the item? If i was asking for a refund then i would expect them to be more pushy as they would be losing money.

The laptop is a Toshiba L350-203 and i paid £399.99 for it and i don't expect to have an item that is not fit for purpose after only a few days.

I know the laptop is exempt from the 30 day money back guarantee if you change your mind however, as it says on their website:-
If there's a fault with the product...


We've made it easier!

• If you bring it back to us within 30 days with your proof of purchase*, we'll give you a
  replacement or a refund.
• If you've had the product for up to 1 year, we'll repair the product or, if that's not possible, give you a replacement or, if that's not possible, a refund.

Hopefully Argos will see sense and just swap it over rather than risk it going to court.

-------------------UPDATE------------------------

I emailed the managing director of Argos earlier today and i received a reply from their PA within an hour of sending the message.

It says:-

I am very sorry you have had to resort to writing to the managing director, and I would like to apologise for the problem with your faulty laptop and the difficulty you are experiencing in returning it for a replacement.

The managing director is in a meeting at the moment, but to ensure this receives prompt attention I will pass it onto a colleague in her executive resolutions team who I am confident will be in touch with you shortly to find an appropriate course of action.

Many apologies for the inconvenience this fault has caused. I can assure you that we will work hard to find a solution for you quickly. Thank you for bringing it to our attention.

Does this sound like they might get this situation sorted quickly and offer me a replacement?

--------------------------UPDATE---------------------------------

I got an email from someone at head office today they said that they had arranged with the store for me to take the laptop back and exchange it which i did do this afternoon.

Also i will be receiving a personal apology and some vouchers