Waited over 40 days for a refund from HP any redress?

[jasowter]

hi all,

ive currently waited over 40 days for a refund from HP.

is there any specific part of the consumer rights act or any other legislation etc, that says they have to refund within a certain time?

ive googled it but the best thing i could find was this : https://www.citizensadvice.org.uk/about-us/media-centre/press-releases/refund-time-limit-will-help-consumers-get-their-money-back/

 

thanks

[Nicky Boy]

From their website.

https://www.hp.com/gb-en/shop/faq.aspx?p=terms-and-conditions#consumer-customers

12. Effects of cancellation / withdrawal

If you cancel your purchase in the timeframes outlined in section 10 (Your right to change your mind after shipment) above you will receive a full refund including the costs of delivery (where applicable) within 14 days from the date of cancellation, except as set out below. We will provide the refund using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.

 

Was it a change of mind, or faulty return?

[jasowter]

it was faulty.

 

Edited May 16 by jasowter

[dx100uk]

Topic title amended for clarity

how did you pay for the product in the 1st place and when did you buy it?

dx

 

 

 

.

 

[whitelist]

 

Was the Laptop purchased directly from HP or another retail unit? 

Recently had an issue with a new HP Laptop purchased from Argos.

Battery totally failed after two months, so returned to Argos. They gave me a number to call HP Technical support, who confirmed failure over the phone. Expecting it to go for repair, but they simply gave me a code to take back to Argos.

Was given the option of an immediate refund onto my Argos card or walk out with a new identical laptop as an exchange with no issues what so ever.

[jasowter]

whitelist - the same with mine....the battery had a mind of its own. i bought it for my Son...he'd shut it down and it would be completely off but the power light would either stay on or flash...also it wouldnt start properly, had cmos errors on boot and other stuff.

i bought it through HP store on ebay ..brand new.

after 6 days of receipt i received an email from HP asking if i was happy...

i returned an email saying no and that i want to send it back as it was faulty (the email served as a reminder for me to leave them good feedback lol...not as a genuine enquiry to actually make sure i was happy with as they didnt resolve the issue when i was not)

after trying to sort it for a couple of months with HP not replying, not offering a solution etc i finally got passed tech support who confirmed it was faulty. i then had to return it to their factory.

this is where its gets beyond worse...waited 3 times for parcelforce to collect - they didnt.

in the end HP sent me a label which i had to take to the post office - not good as im disabled with a mobility disability.

then they asked for my bank account number to issue the refund.

they hardly ever replied to my emails and it took over a month and a half to refund me once they had received the laptop back.

no explanation, no progress emails, no updates.

i kept emailing them on a daily basis as no one would reply to my emails through the website, forum, internal email addresses and even phoned 3 different departments who basically had no idea what to do or what was going on and did not help...they couldnt even tell me when the refund would be issued, let alone why it hadnt been done already.

on the forums theres other customers who've had to wait 6 weeks , 2 months , over 2 months etc...it seems as though HP like to with hold peoples money to earn interest on the money in their account.

i spent days phoning and emailing them - even sent a recorded letter. at the beginning i phoned citizens advice and they said i am entitled to put back into the same financial position as before i lost the out of pocket expenses ie: compensation for my time and recorded letter sent etc.

ive started a martin lewis 'resolver' case with them and in a snotty reply they told me im not entitled to compensation which is contradictory to what citizens advice told me.

i was just wondering if theres any .gov website or law/legislation that i could reply with and say "no your wrong - please compensate me"

[dx100uk]

how did you pay for it please?

dx

 

[jasowter]

paypal, but i would like to know if anyone knows if there is a certain time limit they have to refund you?

thanks

Edited May 17 by jasowter

[jk2054]

time to get the emails going. Email both of these.

[email protected] [email protected]

 

 

[jasowter]

thanks jk2054 - do you know any law i can quote (regarding timeframe) when sending the email as if i cant they'll probably just say no like the normal staff have done?

thanks.

Edited May 20 by jasowter

[jk2054]

dont need any for now

 

jusr send them

[jasowter]

forewarned is forearmed as they say?

if i dont have the facts straight off wouldnt it just start a timewasting excercise of letter tennis?

 

[jk2054]

No, if they've already agreed a refund just send them an email

 

They are exec emails you don't need to play law you don't even know.

 

Just send them. Not really suprised you're waiting 40 days when you wait around like this....

[jasowter]

i dont think you understand what im asking...i havent waited 40 days on my part or waited around.

i emailed them everyday to get my refund as they just didnt pull their finger out and didnt even reply. ive now got the refund but ive wasted money and about 2 days in time and effort.

playing law?  i thought the idea of asking for specific advice is so i can go to the company and quote a simple act.. ie 'consumer rights act 2015' or similar/whatever applicable act.. that says i have to have a refund within xxxx amount of days which means that they will say somthing like "ok yes we didnt provide you the refund within that time so we'll compensate you for the time" or they'll just try to fob you off thinkg that you dont know your rights so will give up.

 

i rreally dont get why you'd waste time by not including it and having everything prepared to save the too-ing and throw-ing as i suspect ill get denied again with the same bs and fobbing off?

 

Edited May 20 by jasowter

[dx100uk]

you've not invoked anything with any laws behind you like your rights under the CRA, you've accepted a repair/refund under their warranty/guarantee scheme. two very diff things.

unless there is something in their T&C regarding payment timelimits not much you can do.

dx

[jk2054]

So you have your refund?

If you have your refund what's the problem??

What money have you wasted in getting a refund/ how have you wasted money in getting a refund?

You can't sue them because they took too long to refund. The emails I gave you earlier were because I thought you didn't get a refund yet. If you already have it im not sure what your expecting?

[AndyOrch]

Topic title amended

https://www.gov.uk/accepting-returns-and-giving-refunds#:~:text=You must offer a refund,of receiving the goods back.

 

 

.

 

[jasowter]

its not a 'payment limit'...i just want to know if theres any thing in comsumer law that says they can not take over 45 days to refund me.

do you really think its fair they withold everyones refund and earn interest on the funds in their corperate account?

 

as i said before(after trying to sort it for a couple of months with HP not replying, not offering a solution etc) i emailed 3 different people from different departments every day for over a monthas they wouldnt tell me when the refund would be - they just keep stringing you along.

they are a nightmare to deal with or get any results in a timely manner.

i phoned various departments all of which took hours at a time as no one could tell me when i'd get my refund and why ive not got my refund so far.

i had to wait 6 days for a parcelforce label because they sent emails for the return without the actual label to print out...so i had to keep emailing them saying 'theres no label' only to receive a pre-typed reply with 'here is your label' that didnt contain an attachement with the label. so i had to ring parcelforce and then they arranged a collection that didnt turn up (after waiting in all day) so then had to start emailing incompetant HP again...and the cycle continued.

i even joined their forum in hopes that someone would sort it...so wasted time on there explaining everything to someone who said they would get it sorted...then after a few days of no reply i had to email them and they would reply with general bs like "yes its getting refunded now"...then i asked when and they wouldnt reply for days which prompted more emails etc etc etc

i made 3 official complaints ....all of which just got marked as 'resolved' just because they answered me with "your refund will be processed"..so i emailed back questioning when it will be refunded ie a date and then receive another reply of "we are dealing with your request and investigating this"...leaving you in the lurch with no definite answer.

there are other customers on their own forums saying the same thing - some have been waiting 60 days or longer.... but dont take my word for it...buy something from them and then see how bad they are when things go wrong and how much time will be consumed in your day just trying to get a simple answer like what day you will be receiving your refund...as they never told me. i just had to wait for over 45 days in the hopes that they actually would refund me sometime this year!

aftter a month citizens advice told me to write letters and send recorded delivery in case they never did refund me. this took hours of my time and going to the post office or getting someone to do it is inconvenience as i have a mobility disability.

its like banging your head against a brick wall with them...which is why all i want is  to be forearmed as i dont want to be going too and throw for another month establishing that they do have to compensate me for the time/ emails, lost interest of my money and postage for the recorded letters etc etc etc

[jk2054]

No they don't need to compensate you for it is the short answer.

There's no compensation for emails or time, nor "interest of your money" and no refunds for postage either.

 

You got your refund that's it.

[jasowter]

thanks andyorch

i think i did see that before ...

where it says "Online, mail and telephone order customers have the right to cancel their order for a limited time even if the goods are not faulty. Sales of this kind are known as ‘distance selling’."

i doubted myself as ..is this different to my circumstances as it says even if the goods are not faulty.

or would my situation still be covered by this under the distance selling?

im a bit confused ..like when people say 'this is in addition to your statutory rights" etcc?

jk2054 why did citizens advice tell me that if companies have caused out of pocket expenses then they have compensate for this?

they said for example if i buy an item from a shop..get home and its faulty then take it back and it cost time and petrol then they have to compensate this.

[jk2054]

If you're getting advise from CAB this thread should probably be closed but

that is the WORST advise I have ever heard. No shop will pay your petrol because your item is faulty. 

Similiary no court will entertain that.

sorry to break the harsh reality.

Edited May 20 by jk2054

[jasowter]

also if i took someone or company to court then your saying i cant claim compensation for my petrol time or and other expenses?

i know your talking rubbish jk

i remember my mum getting a voucher from argos as compensation after taking something back because it was faulty and she had to go back. they gave her car park money aswell.

this was when she rang citizens advice and they told her what to do as they said : "you are to be in the same financial position as you were before you had to return the item"..ie if it cost you £200 to return an item to scotland your obviously not going to swallow that.

ive done the same and rang them and thats what they said.

but again...dont take my word for it ...ring them yourself and get updated.

as that wasnt the subject (and someone else has replied with what i was asking in their first reply with the appropriate law/legislation etc)...

i dont see the point in you going off into a different direction and saying citizens advice is wrong as i doubt you know better than them.

[AndyOrch]

Why not draft a letter of complaint to the company informing them of the distress and cost involved in getting the refund and suggest a GOGW otherwise you may be tempted to leave unfavourable reviews with regards to their products and customer service.

Usually does the trick in this day and age...bad pub more powerful than court claim  which I wouldn't advise against HP

[jasowter]

thanks again andy...i had no intention of doing a court claim...i just mentioned that as an example of being able to claim out of pocket expenses.

andy,

i'll search for a template letter somewhere and put in the part you sent me to from the .gov website and say i should have been refunded within 14 days but as you didnt give me an answer when my refund would be issued and kept me asking you for over 45 days without reply or resolution and time taken, phone calls and recorded letters etc...im seeking £xx as compensation as citizens advice told me i am to be put back to the same financial position as i was before i returned the item.

failing that i suppose i could report them to trading standards and explain what happened (no refund in 14 days and no compensation for my out of pocket expenses)

thanks again andy.

[honeybee13]

Good luck with Trading Standards, I don't remember the last time they helped anyone here. You get to them via the CAB by the way.