Question about returning item to shop

Padjo1981

My daughter got a laptop for christmas, and yesterday one of the keys came off. I brought it back to the shop and they are refusing to deal with it. It was not damaged by my daughter, the key just popped off. They are saying that the warrenty was 28 days and thats that. CAn anyone please tell me what I can do about this situation, or if there is anything I can do

Cróga

The warranty with the shop may only be for 28 days but there should be a manufacture warranty for 1-3 years. If nothing can be done with the store you bought it from have a look at the laptop brands website they should have a section on dealing with faulty laptops for return/replacement or if they dont give them a call.

Jev/N

This has nothing to do with a warranty which are only in addition to your statutory rights.

You should be dealing with the retailer at all times as they are responsible, not the manufacturer

The key should not have popped off the keyboard if it was of merchantable quality. Saying that and knowing a bit about computers keys can be re-attached quite easily so I can't see why they refused, unless it was worse than that?

Either way, go to the shop, speak to the manager only and calmly tell him or her that this should not have happened and you want it redressed - they can offer you either repair, refund or replacement (their choice) and you cannot refuse a reasonable offer of one of these

ScouseMouse

What a load of rubbish. The shop is obliged to look after the problem. Now, they may refer you to the manufacturer, and indeed, it may be quicker to get onto the maker, but you dont have to.

As previously said, go in and ask for the manager. If he says its not us, ask him has he heard of the sale of goods act.

Is it a small shop or a chain. I still carnt believe this story. It shows the person you spoke to hadnt got a clue.

eagle_&_bear

check the Sales of Goods and Supply of Services Act 1980 - enforcing your rights derives from this act (among others).

The shop has a duty under the act.

If you are in any doubt, speak to a solicitor or, lodge a claim with the small claims court and have them enforce the right

Citizens Advice Bureau will be able to help - no problem at all.

Padjo1981

Thanks guys, it's not a privatly owned store. It's a large chain, that specialise in mobile phones. WOn't name the company. I am waiting to speak to the manager after lunch. The guy I talked to, nearly cried when I mentioned the sale of goods act. I am not going to let them blow it off. Fed up of this kind of crap.

superscouse wrote: »

What a load of rubbish. The shop is obliged to look after the problem. Now, they may refer you to the manufacturer, and indeed, it may be quicker to get onto the maker, but you dont have to.

As previously said, go in and ask for the manager. If he says its not us, ask him has he heard of the sale of goods act.

Is it a small shop or a chain. I still carnt believe this story. It shows the person you spoke to hadnt got a clue.

ScouseMouse

Padjo1981 wrote: »

Thanks guys, it's not a privatly owned store. It's a large chain, that specialise in mobile phones. WOn't name the company. I am waiting to speak to the manager after lunch. The guy I talked to, nearly cried when I mentioned the sale of goods act. I am not going to let them blow it off. Fed up of this kind of crap.

There arent to many it could be. One in particular has a stinking reputation on consumer issues. They do not have a network but sell all the networks. Like a PHONE WAREHOUSE. If it is them, nothing surprises me. They cannot fob you off. Dont bother with a solicitor - its not necessary. If the manager still doesnt sort it out, then lodge a claim in the small claims court. They are well known over there . They will have to look after it.

Be sure to come back and give us an update please.

Padjo1981

Got it all sorted, had a chat witht he manager, she rang head office and is sending the laptop off to get fixed. She had the nerve to say they did not normaly do this but would in this case for good will. I just laughed at that. The cheak of these people. How do they get to be managers in the first place. And the staff are so clueless it is almost sad.

eagle_&_bear

unfortunately they 'get away with it' because some people do not know their rights and more over are afraid to enforce them.

Plus, not everyone will take on the shop. You're quite right to do what you did. Well done.

If it happens again, after the repair, nicely demand a replacement with a new unit. If this doesn't happen, advise them of a small claims court action and go lodge your claim. Keep every receipt you have. and document everything which has happened to date.

cover yourself moreso.

ScouseMouse

Well done. A lot of people get fobbed off by their attitide, but by using a little knowledge and the right attitude, you got the correct result.

Unfortunately, to many people have the attitude of stamp your feet and shout and talk rubbish.....

Well done again.

si_guru

Padjo1981 wrote: »

Got it all sorted, had a chat witht he manager, she rang head office and is sending the laptop off to get fixed. She had the nerve to say they did not normaly do this but would in this case for good will. I just laughed at that. The cheak of these people. How do they get to be managers in the first place. And the staff are so clueless it is almost sad.

Well done. Some of these stores are criminals.