Bought laptop - not exactly what I thought!!

[jcmaxed]

I got an Acer laptop from Brighthouse yesterday, and didnt really have time to check it in store (stupid I know - rushing!!!).

 

Basically it was a quality refurbished one (descibed on the agreement as condition - excellent) This I would not say to be in excellent condition just good. There are many many many scratches to the outside case.

 

Also, when I was looking for the laptop, I researched on their website and saw the one I wanted. I went in and thought it was the model I was after, it was the on 18.4" one that was advertised on their site, and the outer box they gave me it in stated this was correct. However, I turned the laptop on, and looked at the specs, its an earlier model (lower CPU, lower graphics card).

 

I am not happy with it, and I did not take out the OSC (just DLC), so where do I stand on taking this back and asking for a brand new model, I dont mind paying the extra for it, its a lovely laptop (fantastic even) just I want the model that is on the website.

 

many thanks all

[jcmaxed]

The one advertised on the site is:

 

Acer 18" Laptop Features

• 18.4" WXGA CrystalBrite Display
  
• Intel Core 2 Duo P7350
  
• 4Gb RAM
  
• 320Gb Hard disk drive
  
• Blu-ray Disc
  
• NVIDIA GeForce 9600M GT 512Mb Graphics Card
  
• Cinedash Media Console
  
• Wi-Fi
  
• 6-in-1 card reader
  
• Built in CrystalEye Webcam
  
• Fingerprint reader
  
• Windows Vista Home Premium
  
• Dolby Home Theatre
  

This is the 8930g model.

 

The model I recieved was an earlier 8920:

 

Intel Core 2 Duo (T5750) 2.0 GHz Processor with 2048KB L2 Cache and 667MHz FSB

Memory Size: 4096 MB (2 x 2048MB)

Storage: 320GB Hard Drive

18.4 inch WUXGA CineBrite TFT LCD Montior

CrystalEye Webcam

Modem/LAN/Wireless LAN

Bluetooth 2.0+EDR

Blu-ray Disc/DVD-SuperMulti

Microsoft Windows Vista Home Premium

NVIDIA GeForce 9500M GS Graphics

[BankFodder]

You are entitled to return it and to receive the one you wanted which was apparently the one which was intended to be sold to you at no extra cost.

 

Go in and see them and talk reasonably to them. Although we hear a lot of bad things about this company, they may be reasonable about this and admit their mistake. they should at least be given a chance.

Keep your original receipt and don't let them have it back.

If they do cause problems then you should leave the laptop which you bought at the shop and start a county court claim.

However, talk to them about it first.

Make a full note of everything, the condition of the laptop etc and take photos of it and the box before you take it all back.

Print out the webpage which contained the details of the original laptop which you were trying to buy.

[jcmaxed]

Part result - I rang them (how I got the confidence for that I dont know!!)

 

They said they dont have any in stock at the moment, but when they do, they will ring me and I can just come in and exchange it.

 

Fantastic, thanks BankFodder, like you said, their not all that bad sometimes.

[BankFodder]

I suppose that you didn't record the conversation.

I'm afraid that it may not be as easy as that.

I would suggest taking them at their word, returning the computer and getting a receipt/credit note for it.

The proof of the pudding ....

[plumberjon]

Bankfodder is right there.

 

It ain't over til the fat lady sings!

 

Anymore cliches, anyone?

 

Don't believe what they may tell you until you actually have the new desired laptop. And keep badgering them until you get it as well.

 

Also make sure you are not paying anymore for it. Where the difference should be reflected, between new and refurbished, is in the length of the agreement. The weekly amout should be the same.

 

Rightly you have chosen not to take the OSC, as this is a waste of money for computers. I take it you do not have home contents insurance as you have taken the DLC?

 

Are you aware that this may only protect future repayments and BH's losses, in the event of a claim? Where as your own contents insurance usually gives new for old (check providers terms).

 

Hope this helps

 

PJ

[Lefty]

Bankfodder is right there.

 

It ain't over til the fat lady sings!

 

Anymore cliches, anyone?

 

 

 

...and pigs might fly?

I'll bet my last chocolate biscuit that when (if) the correct laptop comes into stock at your store, you will be asked to sign a new agreement which will cover an entire 156 weeks. Any amounts you have paid on your current laptop won't be taken into consideration...

But, I hope to be proven wrong!

Cheers

Lefty

[plumberjon]

Yes Lefty, good point well made!

 

Sorry, it totally escaped my mind. This wasn't an unusual situation, and we often encountered this with QR stuff.

 

However, you are PERFECTLY WITHIN YOUR RIGHTS to ask that any payments you have made on your current agreement, be credited to the new agreement.

 

And if it is a new laptop you get, then it will have to be a new agreement, as you can't switch-out a refurb, to a new.

 

All they will do is knock however many weeks off the end of your new agreement.

 

And when I was there, PC's were only ever over 2 years, 104 weeks. They may have changed this though, to get even fatter on your money!

 

PJ

Edited March 10, 2009 by plumberjon

[jcmaxed]

Hi, thanks for all the replys.

 

Yes they have already said I will have to sign a new agreement, this is mainly due to the fact it will be a new machine, not said anything yet but I will be making sure The payment I have made goes towards the new one.

 

Plumberjon, your right, they are all over 2 years. Also, Im at my parents at the moment due to a split from my ex partner, and paying that£1 odd is worth it to keep any responsibilty and actions away from them, so I really dont mind paying for that. I definately dont want the OSC, and to be fair, they didnt try pushing it on me, maybe they remember the letter I took in from this website

 

Lefty, for once, Im really hoping you are proven wrong

[BankFodder]

Frankly, the best way to protect yourself on this is to stop everything now and to deal on the new machine separately when they get it.

The arrangement which they have suggested is too complicated and too open-ended to go smoothly - especially given their reputation.

I suggest that you write a letter explaing exactly what has happened, that by supplying you with the wrong computer they have terminated the contract and so you are now returning the computer for a full refund.

 

At least you then know where you stand - and so do they.

If there is then any difficulty about getting the refund, I would begin a County Court claim straightaway.

[jcmaxed]

Update:

 

I had the laptop ready to take back in yesterday, and I got a phonecall saying they had a delivery of new ones in and I could pop in and exhange it. When I got there, they had everything sorted, new agreements, and.......my refund To be honest, no hassle at all, which is how it should be when im paying that much for it!!

 

 

Thanks again all, for your advice and confidence building, to be honest I'm the type of person that would sit back and keep something I'm not hapy with, so I'm really gratefull, Im very very happy now.

[Lefty]

Update:

 

I had the laptop ready to take back in yesterday, and I got a phonecall saying they had a delivery of new ones in and I could pop in and exhange it. When I got there, they had everything sorted, new agreements, and.......my refund To be honest, no hassle at all, which is how it should be when im paying that much for it!!

 

 

Thanks again all, for your advice and confidence building, to be honest I'm the type of person that would sit back and keep something I'm not hapy with, so I'm really gratefull, Im very very happy now.

 

 

...which is exactly what should be expected from a major UK retailer the size and status of BrightHouse!

 

 

 

 

 

Cheers

Lefty

PS - Chocolate Hob-Nob biscuit in the post!

[plumberjon]

Hmmmmm, "crunch, crunch, crunch!"

 

That wasn't the sound of Lefty eating his words was it?

 

Well done!

 

Another case of Consumer 1 - 0 BrightHouse

 

PJ

Edited March 13, 2009 by plumberjon