5 week wait for laptop repair, and it's still in the store

[thebluearsedfly]

I took my laptop back under warranty in late November last year. The problem diagnosed was a backlight problem, i.e. the screen wouldn't come on properly at certain angles. It was returned to the store for me to collect within a few days, and the same problem still existed.

 

I took it back to the store a week or so later (still under warranty), and informed them that the same problem was still occuring. This was on the 14th December.

 

I have been chasing this up since about the 7th January, and have learned today that it is still in the store today (19th Jan), waiting to be picked up by couriers, which won't be until Tuesday 22nd Jan).

 

The service docket given to me indicates that they will endeavour to have it fixed within 28 days, and failing that, replace it with an equivalent product.

 

I intend to go and speak to the manager in store on Monday.

 

Does anybody have any advice as to my rights under the warranty? Would I have a right to ask to be compensated for this excessive delay, and indeed failure to even attempt to fix the problem?

 

Any help / advice appreciated.

 

Peter

[saintly_1]

We had a problem with Hubby's laptop ....... Yesterday we got a replacment lappy from PC World under the 28 days rule

 

http://www.consumeractiongroup.co.uk/forum/pcworld/127472-nice-result-laptop-d.html

[thebluearsedfly]

That's promising. Thanks.

 

Roll on Monday.

[ForestChav]

If they have had the machine for 28 days and done naff all then i can't see why that's anyone else's problem but the store's.

 

By their own rules you are entitled to a replacement, out of goodwill and by their policy.

 

Seems they have been found incompetent here tbh.

[saintly_1]

If they havent got the model of lappy that you bought ..... you get a replacement for the value of the lappy that you did buy . If you paid £699 then the price of the replacment should be £699

[ForestChav]

No, IIRC, you get one of equivalent specification.

[saintly_1]

What we got yesterday was one to the price we payed .....

[ForestChav]

Hmm, well maybe it hadn't depreciated much. There's 2 ways of doing it

[HONESTKNOB]

I got offered anything up to the same value. I picked one worth £50 more and the manager waived the £50 fee as a gesture of goodwill

[saintly_1]

The ACER we had was nowhere near as good specs as this HP we have got .... the HP was originally £100 dearer than ours had been ....... we certainly came better off ........ best thing is was that it was them in a phonecall to find what progress had been made with ours that told us about the 28 day rule

[thebluearsedfly]

I went along on Monday, and the Tech Guy chap happily informed me that I was getting a replacement laptop, which was actually better spec than the original one !!

 

I asked him if it would be possible to burn the documents from the old one so I could keep them (photos, emails, etc), and he was happy to do it for £99 !!!

 

I took the laptop and cut my losses

 

Thanks for all your replies. It gave me a bit more confidence in what I was arguing.

 

P

[gman35]

No, IIRC, you get one of equivalent specification.

 

By law you get one of equivalent spec, but due to the way DSGi's computer system works, you get one of equal price (as they have to refund it then resell) or get the price difference back.