Acer poor service and lost laptop ***Resolved***

[BankFodder]

What was the cost of your laptop when you bought it?

What make and model was it?

Did it contain any data?

Did you suffer any other losses such as the cost of returning it?

I understand that you have been without a laptop since May and that the current situation has been going on since the late October.

You haven't indicated whether it was correct that you return it with a non-standard charger.

Also, you have been with us for for a long time and I don't understand why you submitted to a warranty repair in October when you were still within your six months and could have asserted your rights under the consumer rights act.

[BankFodder]

Do you have evidence that you drew their attention to a different charger after the initial return?

If you had asserted your six-month right to reject under the consumer rights act then you could have given them a single opportunity to repair and failing which claim a full refund.
Unfortunately you are now outside the six-month window and so you have lost the opportunity. It's a shame because it was unnecessary.

You had five months use from it so strictly speaking, you would be entitled to a refund of the purchase price less a proportion representing five months of the expected life of the laptop. You would have to do research to find out what that expected life might be.

I don't think they are entitled to offer you a lower priced laptop even if it is equivalent spec – because we aren't talking here about a laptop which has failed to wear and tear, we are apparently talking about a laptop which has been destroyed in a fire which must have been as a result of their negligence.

I think it would be reasonable to start claiming the full purchase price of the laptop and maybe be prepared to give up a small part of the value – say 50 quid.

Are you really saying that being without the laptop for getting on for two months has posed no inconvenience or no loss?

[BankFodder]

If the equivalent laptop which they are offering you is new then the most straightforward solution might be to accept it. However if it is used or even refurbished then I would say definitely no.

If you are going to accept their offer then I would stipulate this in writing

[BankFodder]

I don't see why you are asking them for details of their contact point for SARs. You don't need any of it. You simply make an SAR request and send it to their address. They are then under an obligation to make sure it gets to the right place.

Every time you ask for something like this and you have to wait, all you're doing is ceding control. If that is what you like doing then you are doing it pretty well

 

[BankFodder]

Well done – and thank you very much for letting us know.