Faulty Laptops from Argos

[pupz454]

Good morning all,

Just wanted to have a little rant really! I bought a £720 gaming laptop from Argos on Saturday, excitedly opened it up when I got home to find that there was a line down the screen. I took ti back to Kilburn Argos on Sunday as they where the only store who had the same laptop in stock, they looked at the laptop and replaced it on the spot. I happily walked out and when I got home turned on the new laptop to find that there are 2 dead pixels on the screen near the middle. One of them changes color (so if blue is on the screen it will shine bright pink!) .

I went to Old Street Argos this morning as they had a more expensive laptop in stock that I would prefer (different manufacturer). The young lady on the till looked at the laptop and agree'd she could see the fault. She asked her colleague to take a look as he said he couldn't see the fault and that they would have to send it off to Acer!. After one day!. I called their customer service who said that what they said was wrong, under the Consumer Rights Act 2015 I have 30 days to reject the item if it is faulty and ask for a full refund.

She told me to go to another store and they should exchange/refund. I'm nervous about going to another store and they say the same thing. Any advice on what I should say? I understand some of the Consumer Rights Act but not all!. It's not right that a day old laptop has to be sent to the manufacturer when I bought it from Argos who are clearly fobbing me off. 

Any advice would be greatly appreciated!

[BankFodder]

Their customer service department is correct. You can reject the item for the fault within the first 30-days of ownership.

 

Read our customer services guide and implement the advice there.

Try and have another conversation with their customer services department where they confirm their acknowledgement of your consumer rights.

 

Try to return the laptop on the same basis and if they refuse to accept it then write a letter to them in which you assert your right to reject the item and tell them that you are rejecting it because of the defects.

 

Also complain that they are not implementing your consumer rights and that this is a formal complaint.

 

Let us know what happens.

 

 

 

 

 

 

 

[pupz454]

Thanks BankFodder, I just want a working laptop that isn't faulty - having two faulty Acer ones has put me off this brand so want to go for a more expensive make/model in the hope of it being fault free. Also to add that the woman was ready to do the exchange until the guy came over and stopped her!. I could understand if I've had the laptop for 4+ months and it develops a fault but not having it for a 24 hours and requesting an exchange - i didn't think there would be any issue.

Also while in the store the woman took it out the back and set the laptop up (i didn't set it up as I knew it was faulty) when I told the woman on the phone about that she wasn't too sure about it like maybe they shouldn't have done that. 

[BankFodder]

So take these steps which I have suggested and then come back here and let us know what has happened

[pupz454]

3 hours ago, BankFodder said:

So take these steps which I have suggested and then come back here and let us know what has happened

I will let you know after I visit the store this afternoon. 

CS acknowledged on the phone that I am within my right to request an exchange and that the store was in the wrong but she said she has no power to overturn their decision. Guess it depends on the employee/individual store. 

[BankFodder]

I understand that they got on the telephone but I have already pointed out to you that you should read our customer services guide.

 

Although it doesn't matter lot because you have the right anyway, it would certainly help if you recorded the conversation and you haven't done that

 

[pupz454]

Went back to the store I returned the first laptop and they took one look at the laptop and offered replacement or refund. I chose to pay a bit more to have a better spec machine and it's due for delivery tomorrow evening. Thanks for your help!

[BankFodder]

Great, I'm glad it's sorted and I'm very pleased that we didn't have to get nasty about it.

Thanks for updating us

[The GodMother]

8 hours ago, pupz454 said:

I will let you know after I visit the store this afternoon. 

CS acknowledged on the phone that I am within my right to request an exchange and that the store was in the wrong but she said she has no power to overturn their decision. Guess it depends on the employee/individual store. 

 

No this is normal for CS to acknowledge your rights but then say they cant over turn the decision. They have done this for years and clearly still do.