Sony VAIO laptop bought at PC World out of warranty by just under 13 months:

[TrollJester]

Do I have a right of complaint and recompense from PC World?

 

I'd like to know if I can still use the arguments that: Goods should be of satisfactory quality, fit for purpose and most importantly, last a reasonable length of time?

 

Given that I have two other laptops (both generic/unbranded) of 6 & 10 years of age kicking about that are still usable (if a bit slow), I'll be deeply disappointed if I don't have a case for some recompense!

 

The bone of contention is detailed below:

 

I bought my Sony VAIO VGNFZ21 laptop for £802.98 on 7th March 2008.

 

Yesterday morning the graphics went hay-wire and I suspected a virus:eek:. However, I took it into a local independent computer repair shop, who initially suspected the problem may be with the RAM, changed the chips but the problem was still there:(.

In their opinion, the fault lies with the graphics card, which, unfortunately is integrated with the motherboard, and is therefore going to cost in the region of £200-£300:mad: to replace. IF, (and it is a big if) they can get hold of one!

In their experience, getting hold of components for Sony machines is not easy.

 

Basically, would it be unreasonable for me to expect a replacement motherboard or even a replacement laptop from PC World or maybe even Sony?!?

 

Any help and advice would be much appreciated

TJ

Edited April 4, 2010 by TrollJester

[HarlequinForest]

Hi,

 

If you get an independent report by your local pc repair shop and take that to your nearest PC World store. The Tech Guys will then be able to forward the report to their "Medics" team.

 

This team can then authorise a repair of your Sony laptop out of the 12 month guarantee period.

 

Hope that helps.

 

P.S. Most cases forwarded to the "Medics" are resolved if its regarding a genuine claim, i.e. motherboard dying.

[TrollJester]

Hi,

 

Thanks for your reply. I took the laptop to PC World, and they said that they could do the repair for £230, but the guy at the desk said that they would be unable to carry out the repair for free because the laptop was bought just over 2yrs ago, and so it's well past the end of the warranty.

 

I wasn't sure whether the 'reasonable length of time' bit of Consumer Rights law - which I think means that the store have an obligation to fix/replace anything which breaks - would apply to a graphics card that was integrated with the motherboard? Because the laptop cost £800, it seems unreasonable that it should be unusable after just 2yrs without such a significant repair - but that might just be me!

 

Jenny

 

Hi,

 

If you get an independent report by your local pc repair shop and take that to your nearest PC World store. The Tech Guys will then be able to forward the report to their "Medics" team.

 

This team can then authorise a repair of your Sony laptop out of the 12 month guarantee period.

 

Hope that helps.

 

P.S. Most cases forwarded to the "Medics" are resolved if its regarding a genuine claim, i.e. motherboard dying.

[HarlequinForest]

Unfortunately they are fobbing you off. You are within your rights to request that the laptop be assessed out of warranty, you will need a report stating what the fault is though (from an independent shop).

 

It's possible that they arent aware of the correct procedure...

 

I work for PC World as an instore Tech Guy btw.

[Renzokuken]

Unfortunately the techguys and the stores in general can't action such a request, you'll need to put it in writing with a copy of the report and send via recorded delivery it to customer services. They'll then arrange a repair with you over the phone.

[TrollJester]

Thanks for the insider info HarlequinForest, that's cheered me up:grin:

In your experience, then, are PC World likely to sort it out FOC?

 

FYI, the laptop hasn't exactly had a hard life, being on approx 6-7 hrs a day used for Web, Office apps and Photoshop/Lightroom work. Lives on a desk most of the time, and, on the very few occasions it has travelled, it's been in a hard case and used indoors on a flat surface.

 

In the meantime I'll follow through with your advice to get it fully diagnosed. Why can't the local PC World Tech-Guys do it? Or are you simply suggesting going independent to avoid the fee PC World would charge for diagnostics?

 

BTW, the £230 thing, I didn't ask at the shop, but I assume thats some sort of extended warranty deal? He said it would cover me for up to £500 worth of repairs, but didn't go into any detail.

 

Regards

TJ

[TrollJester]

Unfortunately the techguys and the stores in general can't action such a request, you'll need to put it in writing with a copy of the report and send via recorded delivery it to customer services. They'll then arrange a repair with you over the phone.

 

So just contact PCW's national Customer Services and post it in with an independent diagnostics report. And, of course, hope for a positive outcome?

[HarlequinForest]

The two claims that I forwarded recently (similar situation) were resolved within a 2 week period, fully repaired and free of charge.

 

Getting the report done independently is a legal requirement, unfortunately you'll have to pay for the diagnostics to be completed regardless of where you take it.

 

Yeh the £230 repair service is something we offer to anyone with a laptop out of warranty with a motherboard/screen fault.

 

RE: Renzokuken - The stores can fax the report to the medics and they can resolve the issue from there. Much easier than getting customers to post letters to head office. Especially since they're claims department has closed.

 

Hope you manage to get it sorted!

[TrollJester]

Just been on PCW's web-site and they're offering installation of Windows 7 (half current price)for £24.99!

The guy in Dundee just told me that if I went ahead with the above repair work he'd install Win 7 for £65 instead of the usual £95!?!

Does PC World's Left hand know what it's right hand is doing?!?

 

Geezo:(

TJ

[HarlequinForest]

£24.99 is an installation charge.

£95 is instore price for Windows 7 and £65 is web price, you would usually have to use the Collect@Store option to get it for that price. ;-)

[TrollJester]

Thanks for your help HarlequinForest

That's very re-assuring8-)

 

You're a star:-D

 

Tell your boss, I'm recommending you for a promotion!

[HarlequinForest]

No probs.

 

lol, I'm the senior tech for my department but thanks anyway!

[Renzokuken]

RE: Renzokuken - The stores can fax the report to the medics and they can resolve the issue from there. Much easier than getting customers to post letters to head office. Especially since they're claims department has closed.

 

 

The medics are for when all other avenues are exhausted, the first thing they ask you is if the customer has posted off the report to customer services.

[HarlequinForest]

I was recently told by one of the medics not to get customers to send letters as it delays the process and letters very often don't reach the correct department.

 

There was an address (can't remember where it was) but they've now closed after the further development of the medics.

[funky_jazzanova]

Not sure if you're aware, but the VGN-FZ21 series with graphics faults is covered by SONY's out of warranty repair service.

If you find an out of warranty repair centre on the VAIO website, give them a call and they can advise you accordinly.

Regards,

FJ.

[such01]

I have similar problem with vaio purchased in june 2008, and an independant inspection shows graphic card failure. I took to store in bluewater, where a very helpful chap told me to contact head office on this number 08448006020, which I did. I then got referred to the VAIO helpline, which then forwards me onto a premium rate number as the vaio is out of warranty. I cannot fine a number for customer service anywhere.

Can anyone tell me what is the quickest route to go down?

 

Thanks

[buzby]

Phone them on that number. It is only 'premium' if it starts '09', and I don;t bel;ieve Sony use these. The Sony Vaio Centre I reached was in France the first time I called, then Dublin the second, so an alternative number probably won't assist you.

[counterlock]

Hey Trolljester,

 

I'm sure you probably have it sorted by now, but if you don't Sony offer a 4 year warranty on certain faulty GPU's. Just google vaio nvidia failure and you'll find info on it.

 

If you did have to pay to get it fixed, they may even be able to refund you some of the cost. Its worth giving them a call, or dropping them an email anyway

 

regards,

counterlock