Laptop cracked screen

[brytt]

I bought a Laptop from PC World and it is 3 months old. I switched on my Laptop and the screen made a cracking sound which I brushed until the time when the LCD monitor had powered up. I noticed ink on the screen which showed that it had cracked. I have been going through several forums about people who had the same problem and realised that it was a problem with the Sony Viao Laptops which have fragile LCD monitors.

 

The alarming issue is that either PC World nor Sony have accepted this problem and they consider it as abuse or carelessness hence they do not own up to it.

When i purchased the Laptop I signed up for the PC Performance cover which covers for any repairs on the Laptop.

On the Cover agreement there's statement of things that are not covered. It states: "The cost of repairing or replacing a product, which fails because anyone neglects, abuses or misuses the product."

I am concerned since they consider a cracked screen as due to abuse.

Do I have any rights to claim for replacement or repairs.

[ForestChav]

The agreement is likely to cover accidental damage, it's probable this would come under that. They'd have to inspect the unit and report on why your insurance policy doesn't cover it, to avoid fixing it under that.

 

If you want to use your legal rights then the sale of goods act presumes items developing a fault within six months of purchase to have been faulty at time of purchase; thus PCW would have to either repair or replace the unit or prove the fault wasn't there when the unit was bought.

 

Either way they have to inspect the unit and prove their ground to not repair it.

 

Has a contact been made?

[brytt]

Thanks ForestChave for responding. I will be seeing them tommorow and hear what they will say, you mentioned the sale of goods act. Have you got the link to this act so I can equip myself before seeing them. I'll update as to the outcome of the meeting.

[ForestChav]

The Sale and Supply of Goods to Consumers Regulations 2002

[brytt]

Thanks ForestChave for the Link.

[HONESTKNOB]

Had exactly the same problem with a Sony Laptop and PC world but mine is now 7 months old. Where do I stand??

[ForestChav]

Had exactly the same problem with a Sony Laptop and PC world but mine is now 7 months old. Where do I stand??

If they won't fix it under warranty and/or you don't have extended cover (or you do have it, and they won't fix it under that) then you need to prove that the fault was present when you bought the item and claim for a repair/replacement under the sale of goods act.

[brytt]

I have been to PC World, the guy seemed to be very experienced and well prepared to answer me. He said the crack on my screen was due to force being applied to the screen. I certainly wouldn't pay £900 to hammer my Sony Vaio. PC World denies responsibilty and said that I am facing a £250 or more bill to get the screen repaired.

To my disgust the guy said, he was Microsoft certified and he was well experienced that a screen would only crack due to force. He appeared very arrogant to me.

He advised me to contact PC Performance and get them to fix it for me.

PC World always advice Laptop buyers to sign up for this Repair policy so that they will not be involved in any issues that might arise.

Next move, I'm now contacting the PC Performance guys.

[brytt]

Had exactly the same problem with a Sony Laptop and PC world but mine is now 7 months old. Where do I stand??

 

I don't think they will repair it for you. My advice is, go to PC World and sign up for the PC Performance policy for your Laptop. They will possibly want proof of purchase.

You can let the policy run for a month and then call them with your problem.

It might sound a bit cheeky but you can't just pay for repairs for a Laptop which is still under warranty.

Good Lucky

[ForestChav]

I don't think they will repair it for you. My advice is, go to PC World and sign up for the PC Performance policy for your Laptop. They will possibly want proof of purchase.

You can let the policy run for a month and then call them with your problem.

It might sound a bit cheeky but you can't just pay for repairs for a Laptop which is still under warranty.

Good Lucky

That's actually called fraud, you know.

[Rooster-UK]

MODERATOR'S NOTE:

On CAG we USE the law, not break it!

Regards, Rooster.

[HONESTKNOB]

I'm following this thread with interest as I'll be going back to PC world after Xmas. Obviously this is a common fault and PC World are just using the same excuse to everyone. I honestly thought I had a years warranty, I originally complained after the computer was 5 months old and got fobbed off, it's now been a couple of months but I got nothing in writing to say I went in 2 months ago. Would it help if I printed off a load of identical complaints and sent them to PC world head office and trading standards.

[ForestChav]

I'm following this thread with interest as I'll be going back to PC world after Xmas. Obviously this is a common fault and PC World are just using the same excuse to everyone. I honestly thought I had a years warranty, I originally complained after the computer was 5 months old and got fobbed off, it's now been a couple of months but I got nothing in writing to say I went in 2 months ago. Would it help if I printed off a load of identical complaints and sent them to PC world head office and trading standards.

No, you need to prove it was a manufacturing fault there when you bought the item, and not, as they claim misuse.

 

It quite often is misuse, though. Like if a pen or something is closed in the laptop, or if there's too much pressure on it.

[brytt]

That's actually called fraud, you know.

My apologies guys. Its just that when I wrote that earlier I had just returned from PC World with frustration. I was so upset with the way they handled the issue and also how they have handled other similar issues on other forums.

[ForestChav]

My apologies guys. Its just that when I wrote that earlier I had just returned from PC World with frustration. I was so upset with the way they handled the issue and also how they have handled other similar issues on other forums.

The extended warranty is handled by The Techguys though (formerly Mastercare) which is an independent company to PCW though still owned by DSG.

 

The store wouldn't be able to fix the unit themselves, and likelihood is that Sony wouldn't fix it either (with it not being a likely manufacturing issue) so the best way is to deal directly with the Techguys. As they're still DSG then AIUI, that doesn't affect any statutory rights, besides which, your policy runs as long as you're paying the monthly direct debit anyway.

 

FWIW, I often think consumer-reported issues on forums are reported by the consumer so it's hardly NPOV - IME PCW aren't that bad (and even accounting for the fact I used to work for DSG) but quite often there's a culture of feeding half-truths between stores, service lines, customers etc. So it's difficult sometimes to dissect the real story, which in fairness is likely to be somewhere in the middle of what both sides claim happened.

 

Don't forget that whilst some stores might have lenient policies most of the time this is out of goodwill, the law actually gives you less than you'd assume, and with people on TV in the past having the viewpoint to stand up for your rights (which are precisely what?), aggressively if you want, then that can quite quickly result in a standoff with a customer demanding something unreasonable or which they are not entitled to, and a store not budging from the book because that is what they're legally obliged to do, which merely annoys both.

 

Frustration is understandable, but your extended warranty should enable you to get this sorted easily (for a laptop, I can see a case to take this out as repairs due to accidental damage can be costly - £300 for a screen, or a new mainboard); advising members to commit fraud is not.

 

Knowing what the law or your policies entitle you to and using that appropriately is the best policy.

[HONESTKNOB]

I've had a reply today from PC World.

 

customer.services@pcworld.co.uk

Dear xxxxxxx,

 

Thank you for your email of 23 December 2007.

 

As a company we do understand the obligation to repair or replace products under the 12 month guarantee provided with the goods. Unfortunately, this guarantee does not cover accidental damage of any kind.

 

Therefore, in order for us to consider your request for a free repair, you need to establish that the product is defective due to an inherent fault at purchase before we can authorise a free repair, refund or exchange. This is an independent VAT registered engineers report that highlights the current fault, the likely cause, diagnostic procedures used and an approximate cost of repair.

 

please send this documentation to the following address:-

 

PC World Customer Services

Customer Contact Centre

PO BOX 1687

Sheffield

S2 5YA

 

Upon receipt of this correspondence we will give your request our full consideration. Please accept my sincere apologies for any further inconvenience or delay you may be caused in the conclusion of this matter. If you need any additional help, please do not hesitate to contact the Customer Service team on 0844 561 0000.

 

Yours sincerely,

 

Giwa Teslim

PC World Customer Services

Any comments guys??

 

 

[ForestChav]

That's perfectly legal, pretty much what i'd expect.

[HONESTKNOB]

Thanks for your reply.

The thing that worrys me is that they say they will 'consider' my complaint if I jump through hoops and pay for an independent report.

If I do get a report which says the computer is faulty can they still refuse to fix it if they say they don't agree with the report?

Can I also get them to refund the cost of the report?

[ForestChav]

Yes, if it is proved in court to be an inherent fault then you are fully reimbursed of costs (legal and report) and the laptop repaired or replaced.

[dx100uk]

copy out all of your internet research & post that off too.

any engineer worth his salt will be able to tell the crack was not caused by outside force [there are many layers to an LCD, thus the outer ones will not show damage under a magnifier].

have you actually spoken to the the tech guys? if not i would go and do so & show them the internet stuff.

 

dx100uk [ex dsg/mastercare]

[crash3903]

If all else fails you may want to take a look at your house content insurance (You do have some?) It may be covered under that

 

Anyway i think the sale of goods act is most definitely the way to go as earlier stated. read it and read it well - It is a very powerful piece of legislation to protect guys like you

 

Good luck with it all

 

Regards

 

Mark

[BADGER 69]

I wonder if this model of laptop was sold in the USA. If it was it may be possible to find out by using the US FREEDOM of INFORMATION ACT if Sony has had to accept that there is a manufcturing fault. Also if sufficient number of people have been to Trading Standards with the same fault surely that would indicate that there is a fault. If it is only this model the Trading Standards get reports of this fault, and it is unusual for them to get the same complaint for other models, then surely that indicates that there is a fault.

[fred_2009]

hmm i wonder if anyone has brains to realise that cracks dont happen naturally. whether beaing caused via vibrations, bending, damaging or neglect cracks dont just appear.

 

laptop lids are not robust especially if you dont unhinge/lift the lid proberly and evenly.

 

manufacturing faults include missing pixels, dead pixels, lack of clarity to screen, lack or contrast, lack of brightness.

 

i beleive instead of seeking a resolution do to the fault itself which can be disproved easily. simply state that under SOGA the product has to be durable for a certain length of time and that it has failed under durability. this requires less proof of abuse etc then trying to claim under fault.

 

either way you may find it faster and easier to try claiming from your household insurer instead.

 

i would suggest you getting a independant report from a VAT authorised engineer.

 

make sure it is vat authorised or DSGI could class this as not independant but made by a family friend. or yourself.

[fred_2009]

dont assume anything.

 

other people having cracked screens may not mean it a common problem that can be used as evidence that its an inherent fault.

 

unless a recall has been done.

such as the battery recall on dell/sony laptops ages ago then there is little to no proof that you can use other peoples accidents as proof that you not neglect the laptop.

 

there are statistics that most road accidents occor by people under 25 years old. Using your assumption does this mean that you can cause an accident by reversing into a 24 year olds car and blame them based on the national statistics.

 

no!! there needs to be witness (reports) made. So stop being lazy and if you want to use your rights, then do it the proper way. Get an independant report from a VAT registered engineer and contact the bean counters at head office.

We all know what store staff are like, they do not have training to repair fault, experience to analise difference between pressure cracks, impact and other type of cracks. They do not have the authority to financially deal with refunds, repairs or exchanges. head office bean counters have the authority. they have produced a system called OASIS that has a set procedure the store staff can use to save them seeking authorisation with each customer. but beyond 12 months there is no instore procedure.

 

dont waste your time.

 

dont bother sending legal documents like informing the company of small claims court cases to someone not legally trained. this site seriously needs to research and produce a 'how to' guide. telephone / email addresses of legal departments, customer service departments and complaints departments. comet currys and comet now use 0844 numbers which are local rate not 0870 (12p/min).

 

everyone on here says how store staff are untrained and un respectable. and yet a few known faces still push consumers into the path of the staff and then after knowing there no remedy from that staff member that day they then seek legal advice to go to small claims.

 

fully ignoring repair centers, engineers, customer services departments it a limitation of options. it only leads to a small claim court case. this is what the few knwon faces want. to make the "claims totalizer" go up. they do not care about you getting the product sorted. just about making this website look good. oh and read the bit about if u receive a claim, make a donation. hmm explains a few things too.