Help regarding HP laptop

[scrlk]

Hi all, please move this if it's in the wrong place.

 

Need some advice on this one. To cut a long story short:

 

• Jan 2012 - HP DV6 purchased
  
• Feb 2012 - fan fails
  
• Nov 2012 - screen develops a flickering issue (cable)
  
• Jan 2013 - plastics damage caused by the repairs (chip/cracking)
  
• Mar 2013 - fan develops rattling problem - debris, possibly plastics broken off during repairs for the plastics
  

 

It's really testing my patience now. Apparently I should have been offered an exchange when the fan failed in Feb 2012, but they said nothing about it. I had to send it in for repair, which was quite annoying considering it was a month after purchase. This is where it gets weird - the damage caused by the repairs after Nov 2012 don't count as a fault, and it's not covered by HP as a result (in terms of replacement or exchange). The only thing they can supposedly do is repair the laptop again, and to be frank I don't trust them not to screw it up even more. I can't escalate the case higher, apparently the customer relations department is the highest I can go.

 

So I put it to you - where do I go from here?

 

I've drafted the following letter and I'm going to send it to HP's UK registered office (some people on another forum helped me with it). Any suggestions?

 

 

Dear Mr ---,

I am writing about my HP dv6-6b08sa (S/N: ---) which was purchased directly from HP on the 9th January 2012.

 

Around one month after purchase, the fan in my laptop failed (repair case ID: ---). On the 7th February 2012, I contacted HP via email and received a reply from a support agent. They stated that a replacement unit of equal specification from HP would not be possible, and that the laptop would have to be repaired despite my insistence that the laptop be replaced. This defect was repaired by HP and I received the laptop back on the 28th February 2012.

 

In November 2012, my laptop had an issue where the screen would flicker pink when the angle was adjusted (repair case ID: ---). Again, I insisted on a replacement unit as a second major defect in less than a year had occurred and I was told this would not be possible. This defect was repaired by HP and I received the laptop back on the 31st December 2012.

 

On immediate receipt of the laptop, I noticed two cracks in the plastics of the laptop on the right hand side hinge that was not present before the repair (repair case ID: ---). This damage occurred during the repair of the screen. I lodged a complaint with HP, and the laptop was taken for repair on 19th February 2013 and delivered on 28th February 2013.

 

Despite this, another defect has occurred as of last week where a plastic part, most likely broken off during a previous repair, has caught in the fan and causes a rattling noise when the unit is moved whilst powered on. As per previous occasions, I have strongly argued for a replacement of the laptop due to continuing hardware issues and like previous occasions, was rebutted by the complaints department as it was not HP policy to do so.

 

It is interesting to note that the support team told me that the last two issues did not count as ‘defect or fault’ per se, but rather as ‘human error’. This strikes me that HP was trying to wrangle out of any other action than a repair. In addition, I was told nearly a year later that in February 2012 I was entitled to an exchange but this was not brought up. In this case, I feel that HP has deceived me.

 

I have therefore come to the conclusion that this product is inherently faulty and that your repairs fall below an acceptable standard.

In addition to this I have not had any significant period of use of this product in the way it is designed.

 

As a result, I demand a brand new replacement of equivalent capabilities or a full refund according to section 48B of the Sale of Goods Act.

 

Failure to comply within a reasonable period of 30 days will result in a claim being filed at the small claims court so that I may seek remedy to this unreasonable situation.

 

Any additional costs I incur due to this process I will also seek remedy for, and as allowed by the court.

 

I look forward to hearing from you.

 

Yours faithfully,

 

 

scrlk

[Conniff]

Where did you purchase it?

 

Who has done the repairs?

 

Who is the letter addressed to?

 

Copy your letter directly to the CEO as well - nick.wilson@hp.com

[scrlk]

Laptop was purchased directly from HP (per letter) and the repairs were carried out by them as well.

 

I was going to send it to Nick Wilson, but this time via post. Last time I tried with email it redirected me back to the useless support agents.

[Conniff]

That shows a 'couldn't be bothered' attitude. If you have the facility, tick on the email receipt and send it to him. If he gets a second letter, albeit an email, it might make him take a second look.

[scrlk]

Humm. Was thinking of sending it by recorded mail instead, should I do both then?

 

If I have to take it to small claims, what do I do?

[scrlk]

OK, bit of a bump on this one.

 

I've been really busy as of recent, so I only managed to send off the email to Nick Wilson. No response yet, I'll follow up with a letter I guess.

 

Any more advice you guys could give me?

 

Thanks.

[Conniff]

If you can catch up on things and not let them drag out again, then send a letter recorded deliver spelling out what you want. Give them 7 working days in which to respond.

 

After that time has expired, you send them the same letter again only this time across the top in bold you put 'Letter Before Action' and at the bottom you tell them they have 7 working days to respond and if they fail to, you will take action without any further correspondence being entered into.

 

Don't threaten court unless you intend to go through with it. You can do it on line https://www.moneyclaim.gov.uk/web/mcol/welcome cost around £50

[scrlk]

OK thanks,

 

I guess I'll remove the court bit until the 'letter before action'.

 

Any guides to explain the money claim system? I don't want this going in to a protracted legal battle if it goes balls up.

[scrlk]

Update on this - no reply from the 2 emails I sent to the MD office.

 

Letter was sent, awaiting reply now.