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Faulty acer laptop


Renegade1
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Hi,

I purchased a laptop just over 18 months ago from PC world,an acer v5

 

Last week it packed up without warning.

 

 

I took it to a local it specialist who sent it to acer for an engineers report which I received today,

 

 

the mainboard has failed and acer now want £350 from myself to carry out the repair.

 

 

I have spoken to acer escalations department today who told me that they would not waive the charge as it's out of warranty,

 

 

I mentioned the sale of goods act which they said would be my best course of action from herein which I was not satisfied with,

 

Where exactly do I stand with regards to acer paying the cost as this should not fail in this way

and I never purchased the item expecting it to last only 18 months

 

I'm receiving a call tomorrow from the escalations department manager as I requested in my conversation with the advisor I spoke to today,

 

 

I want to arm myself with all the correct info I can get,

 

 

so if anyone's out that could help me please it would be gratefully appreciated.

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You should be going through the retailer using SOGA. Not the manufacturer. it is the retailers problem to sort out. You have the engineers report too so the retailer doesnt have a leg to stand on.

Any advice i give is my own and is based solely on personal experience. If in any doubt about a situation , please contact a certified legal representative or debt counsellor..

 

 

If my advice helps you, click the star icon at the bottom of my post and feel free to say thanks

:D

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soga is nothing to do with the manufacturer.

 

 

 

 

you need to go thru PCworld.

 

 

you now have the report

use it to your advantage.

 

 

dx

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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And dont let PC world fob you off. You have the manufacturers report. Not a third party engineers report. PC world are well and truely stuffed this time :)

Any advice i give is my own and is based solely on personal experience. If in any doubt about a situation , please contact a certified legal representative or debt counsellor..

 

 

If my advice helps you, click the star icon at the bottom of my post and feel free to say thanks

:D

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Hi

Thanks for the quick response

I did indeed contact pic world first,whom to be perfectly honest we're downright rude

 

They claimed that I would have to pay £55 for a report to be carried out by one of there own specialists,even after I had explained very clearly to the member of staff that I already have a report from acer in front of me.

 

I then contacted acer directly as I already stated,and the guy I spoke there told me that it's nothing to do with pic world and that I would have to deal directly with acer

 

As you can imagine I'm confused

The person I spoke to at PC world said that because it's just out of warranty they would not repair it free of cost

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If the silly phone reps are of no help, go to the store manager, then area manager, or if theyre being idiots, go to the CEO of the company.

Any advice i give is my own and is based solely on personal experience. If in any doubt about a situation , please contact a certified legal representative or debt counsellor..

 

 

If my advice helps you, click the star icon at the bottom of my post and feel free to say thanks

:D

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Hello

I need a few points clarified before I go to PC world today

The laptop is just out of the 18 month warranty,do I still have rights under the sale of goods act or do I simply use the engineers report to point out that the mainboard was faulty and due to that reason they should pay for the repair ?

 

Also I purchased this using the 1 year interest free option,does this effect me in any way?

 

I can half guess what will happen in store as I already spoke to them on the phone and they demanded there guys do a report even though I have the acer report

 

I want to be as informed as I possibly can before I go into the store

 

Thanks for reading

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Read up in soga. All your questions will be answered

Any advice i give is my own and is based solely on personal experience. If in any doubt about a situation , please contact a certified legal representative or debt counsellor..

 

 

If my advice helps you, click the star icon at the bottom of my post and feel free to say thanks

:D

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FORGET THE WARRANTY TOTALLY

that is in ADDITION to your statutory consumer rights under SOGA

 

 

under SOGA a product should last a 'reasonable time'

 

 

for a laptop I would expect that to be in excess of +4yrs.

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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I have been to the store today where I purchased the laptop and was greeted by a pleasant member of staff who asked me if he could help,I asked to speak to the store manager,at this point he asked if he could help at all

 

I explained the situation and was then taken to a customer services desk where I was greeted by a stony faced woman whom,once I explained everything told me there's nothing she can do its out of warranty

 

I then demanded to speak to the store manager,eventually I get the meeting,nice guy who obviously knew his stuff

I explained that acer we're calling me at some point today and that they might waive the charge

 

He explained everything in precise detail etc and also spoke to me off the record ( that's what he told me) about SOGA and where I stand etc etc

He didn't make any promises but assured me that if acer refuse then he will try and get this resolved through pic world

 

So none the wiser at the moment but at least I've got things moving

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Not make any promises? They have no choice But to sort it. Hes even admitted it to you. Time to go higher up.

Any advice i give is my own and is based solely on personal experience. If in any doubt about a situation , please contact a certified legal representative or debt counsellor..

 

 

If my advice helps you, click the star icon at the bottom of my post and feel free to say thanks

:D

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Hi Renegade1

 

Write a Formal Letter of Complaint, mark it as such. Explain what's happened (purchased laptop 18 months ago), how they have let you down (Not adhering to SOGA 1979 - giving you misleading information - passing the buck to the manufacturer when they should be dealing with the matter) and what you want them to do (replace, refund or repair). Send him the Acer Report.

 

Send it to:-

 

Mr Sebastian James

Chief Executive

Dixons Carphone

[email protected]

 

Also don't speak to them over the phone, create a paper trail.

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Send a copy of the report or copy it for yourself. In case they say they never got it.

Any advice i give is my own and is based solely on personal experience. If in any doubt about a situation , please contact a certified legal representative or debt counsellor..

 

 

If my advice helps you, click the star icon at the bottom of my post and feel free to say thanks

:D

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does the eningeers report state why the mainboard has failed or just that it has?

as its up to the consumer to prove the fault is inherent but up to the retailer to resolve this.

if the report doesnt state why, you may have to start combing the web for people having problems with the same model.

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currys have a process of 'out of warranty' laptops by charging customers 50 pound for a report, but in certain circumstances if customers can provide their own usually they want a indep report confirming fault, cost of repair, if it cant be repaired why not and WHY it has happened, this is all in SOGA as when its outside of 6 months its up to the consumer to prove the fault was inherent, not just say 'its faulty' as this doesnt prove nothing.

you could just pay currys 50 quid and their engineers will detail motherboard faulty and why, where as acer would only conclude 'motherboard faulty' and this is how much it will cost

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The OP has already got a full official manufacturers report. PC world have to fix it as the report shows a mainboard failure.

Any advice i give is my own and is based solely on personal experience. If in any doubt about a situation , please contact a certified legal representative or debt counsellor..

 

 

If my advice helps you, click the star icon at the bottom of my post and feel free to say thanks

:D

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question not answered tho, does the report from acer state WHY the mainboard failed?

i totally agree that it shouldnt have, but does the report state why?

 

dsg are obliged to legally do something about the faulty product IF the consumer can prove the fault was inherent.

if the report doesnt state why it has failed, the customer may have to pursue some proof that the particular model has a history of faults or failures with documentation from internet sources.

 

playing devils advocate here i know, but after 6 months of ownership its up to the customer to prove it was inherently faulty and for the retailer to rectify this.

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Thanks for the info

I sent a formal letter of complaint to mr James

I was contacted later the same day requesting I call them up,which I did.

 

The guy I spoke to explained that they need the laptop back in order for them to repair it ,acer are costly for repairs and PC world could carry it out for less (his words)

He also stated that this would be free of charge,I then asked exactly where I stand with regards to SOGA

I asked for a like for like replacement to which he declined, he said they would either repair it,reimburse me what it's worth 14 months old or replace with similar using the 14 month value figure,that figure was never mentioned.

 

So on Monday I will contact acer to get it back and as far as I'm aware at this point,get pcworld to repair it FOC

Just to add its 14 months old not 18 so only a matter of weeks past the warranty.

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Pcworld will repair it. Just remember, soga states repair >replace > refund. WHichever happens outside of the 6 months is at the discretion of the retailer in the first instance. But if you want to push for a refund etc, you have to give them the opportunity to rectify it first.

 

Regarding the warranty, that has no relevance. Your issue is with the retailer not the manufacturer.

Any advice i give is my own and is based solely on personal experience. If in any doubt about a situation , please contact a certified legal representative or debt counsellor..

 

 

If my advice helps you, click the star icon at the bottom of my post and feel free to say thanks

:D

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