Sony/Comet - Laptop Only 12 Days Old!

[londoner28]

Hi All,

 

I purchased a Sony laptop on 06/03/09. The comma key was stiff, which I naievely assumed was because it was a new machine. But then key came off completely on 18/03/09. Usually they just press back on but not this time.

 

I took the laptop back to Comet on 18/03/09. 4 members of staff tried reattatching it for me, without any luck. One of the members of staff told me he used to repair laptops for a living, and that the bracket which usually holds the key in place was bent, meaning the key could not just be pressed back on as usual. In his 'expert' opinion, this was therefore a manufacturers fault.

 

Whilst I was in the store, a member of staff phoned Sony, who said they wanted to inspect the machine and that if there were any signs of mis-use, they'd charge me £155 for a repair. But how can I prove that any damage hasn't since been done by Comet staff who tried to reattach the faulty key? I can't.

 

Sony also agreed with Comet, to wave the no fault/carriage fees if returned unrepaired. Both Comet and I took the Sony representatives name and case reference number that'd been opened.

 

Today I get a phonecall from Comet. Not only has my laptop not been collected from the store yet - even though I returned it on 18th March - Sony are now refusing to honor the waiver. They're also now saying it'll be a further 14 days before the laptop will be returned to Comet. (As I work from home, I've been losing money because of this as well.)

 

So basically I bought a laptop, less than 2 weeks later I find out it's faulty, and now Sony want to charge me for the privilage of repairing it.

 

Where do I stand, and does anyone have any helpful advice?

 

Thanks all!

[ForestChav]

you bought it from comet so your legal rights are with them not sony.

 

Basically, under the sale of goods act you are entitled to have the item repaired free of charge or replaced if it does not last a reasonable time and that the fault was inherent when you bought the item. As the item is less than six months old the fault is by default considered inherent unless the retailer can prove otherwise.

 

Comet have already admitted, via a member of staff (though this may be difficult to prove if they decide to dispute this now Sony are refusing to sort it) that the fault is a manufacturing fault. It is their responsibility to rectify this - if that requires sending it back to Sony as it probably would, they should do this and if Sony refuse to do this under warranty they have to either prove it is not an inherent fault or cover the cost of the repair themselves.

[WelshMam2009]

I had a problem last year with an HP laptop that I purchased from Comet. However, HP tend to have a really good after sales system so I contacted them directly and bypassed Comet.

 

When I spoke to HP they told me that they would arrange for a courier to collect and repair. I said NO, I want a replacement as the laptop had only been purchased 2 weeks ago. So, they issued me with an authorisation number and off I went that afternoon to Comets to exchange the faulty laptop for a new one.

 

I would be inclined to ring Sony directly and tell them that you expect a new laptop to be authorised without further delay as the item was returned to store within 28 days of purchase.

 

EDIT: Get that call on record to Sony asap as I note that you purchased on 6 March so are still within 28 days...by a whisker!! You have your reference number and should make sure you quote that. You may also find Sony tell you a different story from that of Comet.

Edited April 1, 2009 by WelshMam2009