Ribenaman and Comet

[ribenaman]

Hi, I have a laptop bought from comet 2 and a half years ago with a three year extended warranty. The laptop completely broke down with numerous faults and I gave it to them for repair on the 15th of August. I was told 28 days at the time for the repair. 28 days later, I called up to ask what was happening with my laptop. I discovered that the laptop had only been sent off for repair on the 3rd of September but that all the parts were ordered and it should be back some time around the 26th of September.

I called up on the 28th to find out what was happening and was told that the laptop wasn't ready yet but ought to be by the end of the week. I called back then and was told they had no idea what was going on with the laptop. A day later I received a call that the laptop would definitely be ready by the 12th. I called up on the 12th of October and was told that, no, it wasn't ready, and that they'd just ordered a part yesterday for the laptop. I have now waited over 60 days (1/6th of a year) for my laptop, during which time my work has suffered.

I started to get pretty irate during the last call and mentioned the 28 days quote for the repair, but was told that the 28 days turn around time is only for repairs under the manufacturer's warranty (i.e. the first year) and that repairs through the insurers could take any amount of time. Is this true? Is there anything I can do?

 

Thanks

[gyzmo]

not really, any service provided should be reasonable if not determined at the outset. What is reasonable is a matter of fact (for a court to decide).

 

I think you have a good case here for arguing damages in terms of loss of use (and inconvenience), but it will depend on what your contract states.

 

Take your contract and supporting evidence to Citizens Advice for them to look through (Dont bother with Consumer direct as they do not handle paperwork and NO-ONE can determine the outcome of a written contract without seeing it first).

[fred2009]

yep gyzmo is right only a court can decide. arguing with store staff is asking a department that cant legally decide.

 

one thing to note from your post, you mentioned the 28 days a time for a repair, you also stated you had many issues and faults.

hmm lets do some mathes.. 2 repairs =56 day, 3 repairs=84 days.

 

so exactly how many problems were you having. if more then 2 then from your own comments you still have a bit of time to wait.

 

id suggest looking into the terms and conditions of sales, or repairs or even the terms of the extended warrenty for anything that says if the item not repaired within XX days it will be replaced/refunded.

 

contact the company complaints department with this ammo and you should get quick results. store staff wont budge unless untrained to deal with customers and strain under the stress of the argument and cave in. be careful about arguing as you could simply get banned.