@knowhowtohelp Laptop repaired 3 times in warranty, out of warranty now and still faulty!

[hdr]

Hi,

Basically about 6 months in to owning my HP G62 laptop bought from PCWorld, I started getting an intermittent fault with the screen where the whole PC would freeze, and there would be vertical lines on the screen, but I could still see what I was on before. After emailing HP for a month or two, they said that the problem was hardware based, and to contact PCworld, as that was where I bought it. The Laptop has been in to knowhow 3 times now, the third time the laptop was out of warranty, but they agreed to fix it as it was less than 90 days since I had sent my laptop in for the same fault. I recieved my laptop back for the fourth time on Thursday, and today, I have the same problem again. I don't want to send my laptop to be repaired again, because it won't work, and I'll be without a laptop for a week, and when I get it back, it'll be just like it was before. Before phoning knowhow again, where do I stand with this? I bought the laptop for £400, and according to which? the company has to either repair the laptop or replace it, and they haven't repaired it, so can I have it replaced despite being out of warranty?

 

It says If the seller doesn't do this, you are entitled to claim either:

reduction on the purchase price, or

your money back, minus an amount for the usage you've had of the goods (called 'recision').

 

I'd be happy to get £300 back from them, so that I could get a laptop with similar specs to what I have now. Any advice would be much appreciated. Thanks

Edited November 6, 2011 by hdr
Laptop only went in 3 times, not 4 as I originally thought

[Conniff]

Welcome hdr.

 

Do you have paperwork from the 4 previous returns ?

 

Is the fault there all the time or just intermittent ?

[hdr]

hey, I just realised that I only sent the laptop in 3 times rather than 4, but the third was still out of warranty. I don't have the paperwork, but knowhow have my records, so can see when I bought it and when I sent it in and how many times etc. The problem is intermittent, and so when I get the laptop back I can't see straight away if it is fixed, but it soon becomes apparent whether they have fixed it or not.

[Conniff]

Is the fault regular enough that you could sit it on the counter in a PcWorld shop and show the man?

 

If it's not very regular, that will probably be why it has been return to you with the fault still present. They will have run it and as they didn't see the fault, sent it back to you. Common sense says they should contact you and say they can't replicate the fault, and ask what brings it about and can we keep it longer. Obviously they can't see it so have just returned it.

 

Don't worry about it being out of warranty, this is an inherent fault and they should now replace the pc having had 3 attempts at a repair.

 

You need to write to them and ask for an exchange or refund under the Sale of Goods Act 1974. Explain that this is an inherent fault and has been present since purchase. It would be nice to give the dates it was returned, so give Knowhow a ring and ask them for the dates and you can then include it in your letter.

 

I should also mention that it's very unlikely they will agree to it right away and send you vouchers. PcWorld are masters at trying to get around their responsibility so it might take a few letters.

Edited November 6, 2011 by Conniff

[hdr]

Alright thanks, the fault occurs usually 2 or 3 times a week, so is not very common. I will send the letter, and hopefully get it replaced, thanks for your help!

[Conniff]

Keep a copy of your letter and use recorded delivery for this first one at least. Hang on to the slip.

 

Good luck. Any problems then come back here and we will help.

[MaxxPower]

Take a photo of the fault when it happens too, that way you can at least show the symptoms even if you can't replicate the fault when it's being looked at.

[Turbodaz]

Good luck, I have a similar problem, please let us know How you get on