I'm one not very happy bunny. Also, I thought I was pretty consumer savvy, but I have no idea what to do with this little problem!
Bought a Fujitsu Lifebook laptop PC about 18 months ago. At the time, Siemens were pulling out, so the offer was a free Lifebook laptop, every 3 years for life, as long as you paid for the 3 years warranty on the first one. Which wasn't that dear - cheaper than rip-off PC world warranties etc... by miles.
Had one major, major fault (total failure, black screen) fixed FOC within the 1st years warranty.
A few weeks ago, I noticed the left hand buton was sticking a bit. Next thing I know, the button has detatched itself and its pretty much not usable.
I call the Warranty helpline who arrange for the Fujitsu subcontractor, Testlink, to collect FOC. AFAIK, the guy on the phone mentioned about spilages not being covered copiously, but nothing else. Certainly no mention of a £45 charge if they deem the fault to be accidental.
I work odd hours for the NHS so 2 weeks goes by and I'm getting suspicious. No missed calls, but when I phone them, I am told the damage was deemed to be accidental, and I owe £45 for inspection and courier fees - thats just to get my laptop back. I am arrogantly told 'you would have been informed of this when you booked the repair'. I'm pretty sure I wasn't - at least, no charge IF the repair was deemed to be your fault BUT you didn't want the work done.
I have been given a generic CS address to write to. But I need my laptop back pretty soon, it has all my personal stuff on - yes, I do have a backup, but would need a laptop to restore it on to! And in order to get my new one in 18 months, this old one must be returned.
I am stumped. Fundamentally, I know that the damage was NOT accidental, I don't even use it for games, just a bit of surfing, and, er, customer complaint letters This is a business grade, worldwide warranty laptop, which I paid £1000 for. Over the odds, yes, but the 3 year deal for life kind of sold it.
Secondly, if I cannot prove the damage wasn't me, I am certain I did not agree, or was not advised, of the 'inspection and return' fee.
What routes do I go down? Even if I was to claim SOGA, they would almost certainly still insist I paid the £45 to release it, I guess? Any advice gladly taken!
Thanks for looking, Stu.