Hi, I purchased a TV about 3 years ago from Comet, The tv at the time cost me £700, I purchased the Total Product Cover warranty which also covers accidental damage, 2 weeks ago I was moving the tv to another room and it slipped out my ends, to cut a long story short it was damaged, So I phoned up and the engineers came, took it and I phoned in today to check progress and they said they've written it off and will replace it. Here's my issue, I said that was fine but they offered me a replacement tv which I did not like, They stated I could take the replacement or vouchers BUT they would only give me vouchers for £530 as that was the equivalent model price. I was told when I purchased the warranty that if vouchers would be issued it would be to the value of the purchase price (£700). in my T&C's it states this: "If you choose not to accept this replacement, we may offer an alternative of the same current value, or Comet vouchers to the value of the advised replacement. Should a replacement model not be available you will be given Comet vouchers up to the purchase price of the insured product. This is at our sole discretion.The value will always be limited to the original purchase price." I asked them for the vouchers for original price so I can purchase a Tv that I actually liked and they refused. I'm not going to accept £530 when I insured for £700, is there anyone that had a similar issue or can help?

Hey there guys, this is my first every post so please bear with me. I've got whatever happens insurance and a few months ago my charger became defective. I had a charger replaced by them previously but my laptop still had to be sent of as they wanted to check the battery, I couldn't do without my laptop for another prolonged period so I bought one myself from an online retailer (not currys) Have I breached my contract in anyway by buying this?? Could they refuse a future repair because of it?

Hi there. I recently had my monitor replaced (with exactly the same model) under warranty from LG. No complaints there. They actually have a good customer service system. The trouble is, the problem is still exactly the same. LG have conceded that it is a compatibility issue with my system, as opposed to a faulty monitor. Of course, they wanted to leave it there, but there's no way I'm going to just accept this and be stuck with an incorrectly functioning monitor. The help desk guy said he had submitted a VOC (? I think that's right - it's basically a message to head office about the problem, leaving it at their discretion as to whether they sort me out or not). Apparently they will contact me in a couple of days with their "decision". Do I have the right to demand that they replace it with a different but equivalent model until the problem is solved? I believe that a (perhaps newer) different model will solve the problem. I'm thinking yes - as I said to them, if the monitor came with a warning or caveat that it may not be compatible with certain systems, then fair enough. But of course it doesn't. The way I see it, it's very little financial skin off the nose of a huge multinational corporation to just give me satisfaction, even if it costs them a couple of quid. I'll fight tooth and nail to get a result, on principle and on finances! I'm not rich enough to suck it up and buy a new one. Any ideas? Thanks.

My sons Xbox 360's disc drive stopped working so I bought a replacement one from ebay. I followed the You Tube tutorials to replace it. Everything seemed ok, but the new drive will only play DVD's and CD's. It won't play any games. Anyone know what I need to do?

8months ago I purchased a 4year old Jaguar XKR from a Jaguar main dealer and tried to move the insurance over from my old X300 Jag to the new (4yo) XKR. The broker (Footman James) told me that I could not use the old insurer as it had been on a "classic insurance policy", and gave me a quotation (from Royal Sun Alliance) which I had to accept at the time (of £3,000pa which I paid in full). I also had an extended warranty from Jaguar - which still has 4months to run at the time of writing this. Stone damage to to the window-screen means that it needed replacement but the insurance company (Royal Sun Alliance) is refusing to use the manufacturers part to replace the windows-screen with (which is heated and has sensors built into the glass controlling the automatic rain wipers). If I accept this non-manufacturer part then this will void my extended warranty. If I sell this car back to the dealership and it does not have manufacturers fitted parts it could cost me a bundle - if they agree to take it on? I'm furious that with a full-comp £3,000 policy that I'm having problems of this nature. Before I take this further - perhaps to the Jaguar Enthusiasts Club (as I'm a member) is there anything else I can do?

I'd be grateful for a suggestion as the best route to pursue to solve a problem with my Mac laptop. It was supplied by my Home Contents insurer's designated supplier under a new for old policy, a company called Bevalued, as a replacement for a previously damaged laptop. It is a particular 2007 model that Apple have acknowledged was fitted with faulty logic boards/graphics cards, and they've been offering for a number of years a free fix/replacement for this part on machines less than four years old. I wasn't aware of this until the machine died because of this faulty logic board (now confirmed by Apple as being the problem), and my machine is now older than four years. So, it's beyond the scope of the recall programme as offered, and for this reason, Apple refuse liability and the obligation to repair it free. They pointed me instead in the direction of the retailer because they claimed - I assume under the Sale of Goods act (?) - that I might be able to exercise my rights in relation to faulty goods for up to six years after purchase. Having contacted the insurance company and been passed to Bevalued in turn, Bevalued refute that the SoGA applies to a situation in which they have supplied but not sold the machine to me. (Though technically, they presumably supplied - and perhaps even sold? - it to my insurance company?). My question is then: at which company would my efforts best be directed under these circumstances to get some resolution? Many thanks Rob

Hello, Need some advice regarding a recent upgrade. On the 10th June 2012 i ordered a new handset on a 24 month contract. It arrived after a delay via courier on the 18th June 2012. On the 2nd July 2012 the touch buttons on the bottom of the handset stopped functioning, rendering the handset faulty. I contacted Orange for a replacement, and was advised that "it will be no problems the new handset will arrive this evening" (it was a same day service). However, upon receipt of this "new" handset, i noticed it was a refurbished handset, not a new one. I am now in a battle with Orange because they are quoting the sale of goods act every time i call to complain, and state that the handset will only be replaced with a brand new handset if faulty within the first 14 days. However the @OrangeHelpers account on Twitter have advised me that i am entitled to receive a NEW handset within the first 28 days. Where do i go from here? I can't use the email complaints procedure as there are technical problems with it, and each time i contact Customer Service, they just attempt to feed me with this new 14 day rule that they have. What are my rights? I'm now stuck with a refurb phone on a 2 year contract paying £36 a month!!! HELP!!

Hello all I would like some clear advice on how to resolve a problem with T-mobile and a faulty replacement Blackberry if anyone has some suggestions how to proceed. I took back a faulty Blackberry phone under a contract (it was the second time this model had developed a fault) and told them I no longer wanted the phone as it was unreliable. I was told my only options were to accept a repair/replacement under the terms of the contract or to pay off the contract and take a new phone and a new contract. I chose the latter, paying off the contract and taking an iPhone instead. However, I was told I was still entitled to a replacement/repair on the Blackberry and the phone would me mine to do with as I pleased. So I picked up the phone on Tuesday (two days ago) and was pleased to see they had replaced it with (apparently) a new one. I gave it to my girlfriend as a present. Her SIM card wouldn't work in it so she took out a new contract with T-Mobile yesterday. All good so far. Last night she informs me that the Q/A and W/Z keys are transposed. On further investigation this appears to be because the phone is from a French speaking country with an AZERTY keyboard but with a UK QWERTY keyboard on top. Apparently, for this model of Blackberry the key mapping is hard wired and there is no way to change it. Under normal circumstances I would just take it back for another replacement with some eye rolling and muttering but there are some complications here: (1) There is no longer a contract between me and T-mobile for this phone (2) My girlfriend has a contract with T-Mobile but the phone was not part of the contract (3) The phone obviously isn't new if it is a hybrid French/UK one, so it has to be a used phone or parts of several used phones made up as a refurbished model - have T-mobile broken any laws by claiming to have provided me with a new replacement phone? (4) My girlfriend requires the phone for emergency purposes as part of her job so cannot return it and wait weeks for a replacement. So my questions are (1) Where do I stand legally - am I entitled to a new phone? (2) Since the contract is paid off, are T-mobile required to replace it immediately as they would be if I had bought it off the shelf rather than as part of a contract? (3) Is my girlfriend entitled to claim for a new phone instead of me or is it up to me as the original purchaser? (4) What is the law in terms of supplying refurbished phones and claiming they are new (especially if the parts are foreign and do not work properly in the UK) I am grateful for all help and advice on this!

My Father lives in a retirement apartment managed by Peverel Retirement. All corridors are carpeted using the only carpet Peverel will use - made by Heckmondwyke. All corridors have fire doors fitted at regular intervals. A section of carpet has recently been stained. The House Manager requested Heckmondwycke to visit and try to remove the stain. This they did but was unsuccessful. Peverel claimed off the insurance which they demand my Fathers development has, through their own brokers, Kingsborough, which is part of the same group of companies as Peverel and get paid extortionate commission to use Zurich. The Insurance have come back to Peverel and said they will pay for replacement carpet - between fire doors. They say their policy is to replace carpet only up to thresholds. Unfortunately, Heckmondwycke, insisted upon by Peverel, no longer do the carpet which the Development have, which is about 5 years old. So the Development will have to have two different carpets down a corridor. Halfway down the corridor is a lift. The residents have tried to be reasonable and asked if the insurance will pay down to the lift lobby, but they have refused. Is their anything they can do to get matching carpet? Its going to look a real mess.

Hi, I have bought a Macbook Pro 15 at the UK Apple Online Store in mid April for around £1500. From the moment I first used it, when turned on, it made a slight clicking sound. I was told it is normal with high capacity HDD drives that came with the laptop. On June 28 my Macbook froze with all my data and became unusable, so I called the Apple Care Warranty service, I was guided through several tests and the issue was diagnosed as a faulty HDD and was told that it will be replaced at the Apple retail store the following morning. On June 29 I went to the Apple retail store (specifically to its Genius Bar, a quick service desk where technicians help customers solve problems with and on the spot fix/repair Apple products). Here I was told that I need to buy an external HDD, back up my data first and then follow instructions given. On June 30 I went to buy an external HDD, backed up my data and followed the instructions, which were erasing the HDD and installing the system from a DVD that came with the laptop. The installation failed in the middle; repeatedly for 5 times. I the same DVD from the same laptop of a friend, it failed as well. I even tried to install the system on the external HDD, it failed as well in the same way. I called the Apple Care Warranty service, was guided through the same steps without result, so was told to go the retail store again. On July 2 I went to the retail store, my laptop was taken away, and came with a new system installed. It worked. On July 14 it stopped working again, another error, with data inaccessible, luckily I made a backup this time. I called the Apple Care Warranty service where I was told to install a new version of the system from my install DVD, which did not work as it did not before (see June 30), so was told to go to the retail store again. On July 15 I went to the retail store, where the laptop was taken to away and brought back working again. On July 17 it had a different appeared (I believe it is related to it). Applications did not run (such as MS Office, Safari, Utilities). On July 18 I went the retail store and was told that the laptop would get replaced if it was not customised by me through the online store, but that it will be replaced by the Apple Online Store. On July 19 I called the Apple Online Store to replace the laptop but was told that they will not do it, because according to UK law they have the right to repair it first, so I agreed to a repair. On July 20 I was told that I will need to stay at one place from 9 am to 6 pm for the laptop to be picked up. On July 29 I received it back with a replaced HDD. The same problem persisted. I called the Apple Care Warranty service asking for it to be replaced, but was told to go through the installation process again (even though I did it under its supervision several times before) and was told that they will need to do another repair. I asked for a replacement/refund but was told that they will not agree to do it. They said they will repair it again as they have the right to a "reasonable number" of repairs. What I would like to know, I would be grateful if somebody could help me what my rights are: 1. Do I have a right to a refund? 2. Do I have a right to a replacement? 3. What is meant by reasonable number of repairs that Apple tells me it has to fix the issue? 4. What is meant by significant inconvenience that it caused to me in this case? Please take into account that I spent hours on the phone, travelling and trying to solve the issue myself. I also needed to buy additional hardware to rescue my data. Thanks, jaro

I purchased a laptop from Very last September/October. Over time it has needed repair numerous times. First time, the charger stopped working - They had no idea why. Second time, the charger stopped working. Complained of overheating. The screws on the bottom fell out. One screw left was holding it in. - This time they didn't take the laptop in for service, they asked us to post the charger to them, and asked for pictures of the charger port to be emailed. They rang us and said "If we have to take your laptop in for service and find nothing wrong with it you will be charged £63". In the end they just sent me a bunch of screws and a brand new charger. Its now not even 2 months later and the charger adaptor has melted over whilst being in rhe laptop, and the temperature of the heat on it has made the pin in the charger port bend. Decided enough was enough so went for a look through their Terms and Conditions. Only thing I could find to do with faulty goods was: "Under the Consumer Credit Act 1974 you have the right to sue the supplier, us or both if you have received unsatisfactory goods or services paid for under this agreement costing more than £100 and less than £30,000." Gave them a phone call Tuesday, had a very rude bloke on the other end until I mentioned the above clause. The call resulted in him telling me I would receive a call tomorrow (Wednesday), and that I will get a replacement and a new model. Of course, the call never came. So today I've called them again. The tech I spoke to didn't know his backside from his elbow. Tried telling me that the overheating from the laptop had NOT made the charger pin bend. A child could explain how heat causes metal to bend! So I made another call back to the catalogue, the girl said she was going to make a call to the Tech place and get a report on my laptop and call me back. Call comes 20 minutes later, she says they refuse to do anything and that my only option is to pay £60 and send it to their Tech place. If the conclusion is a Manufacture problem I will receive my £60 back. If it isn't I'm £60 out of pocket. I'm at the end of my tether with these people. I Have now point blankly refused to pay anymore on my account and told the girl I will be taking this further. Her response, "OK whatever." I'm only 21 myself so cannot say I'm clued up with all the legal stuff. If anyone has any advice that will help me I would very much appreciate it! Sorry about the long post too!

I have a laptop that Acer sent me in April this year to replace a previous one that was faulty. The laptop is an Aspire 5942g that replaced a Aspire 6930. The new laptop now has the same problem as its' predecessor - it stopped playing Blu Ray discs, then stopped playing any type of disc. I've asked Acer to fix it under warranty, but they say I have to pay because the warranty of the original laptop expired earlier this year. However, this is not the original laptop - it's one I've had 8 months that they sent to replace the original broken one. I believe that the new laptop has its' own warranty, so should be repaired under that. Acer state that the warranty of the earlier broken laptop applies to the replacement. What's the legal standpoint on this? Surely, a new unit has its' own warranty, and not the one of a broken unit it replaced - especially not a different model of laptop. Am I right? Thanks in advance for all your help