broken laptop - 18 month old

broken laptop - 18 month old

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Discussion

Glasgowrob

Original Poster:

3,232 posts

120 months

Thursday 20th September 2018
quotequote all
Evening folks, looking for a bit of advice,


purchased a macbook 18 months ago that is now faulty (display fault rendering it unusable)

have checked with apple who advise it requires a new display at £497 and the company i purchased from are saying tough titty out of warranty.

i am vaguely familiar with the consumer credit act stating that goods show be of a reasonable quality as expected by the average person.


whats my options here? consumer ombudsman or small claims court?

anonymous-user

53 months

Thursday 20th September 2018
quotequote all
Is this any help?

https://europa.eu/youreurope/citizens/consumers/sh...

Under EU rules you always have the right to a minimum 2-year guarantee at no cost, regardless of whether you bought your goods online, in a shop or by mail order.

This 2-year guarantee is your minimum right. National rules in your country may give you extra protection: however, any deviation from EU rules must always be in the consumer's best interest.

If goods you bought anywhere in the EU turn out to be faulty or do not look or work as advertised, the seller must repair or replace them free of charge or give you a price reduction or a full refund.

As a general rule, you will only be able to ask for a partial or full refund when it is not possible to repair or replace the goods.

Camelot1971

2,698 posts

165 months

Thursday 20th September 2018
quotequote all
JPJPJP said:
Is this any help?

https://europa.eu/youreurope/citizens/consumers/sh...

Under EU rules you always have the right to a minimum 2-year guarantee at no cost, regardless of whether you bought your goods online, in a shop or by mail order.

This 2-year guarantee is your minimum right. National rules in your country may give you extra protection: however, any deviation from EU rules must always be in the consumer's best interest.

If goods you bought anywhere in the EU turn out to be faulty or do not look or work as advertised, the seller must repair or replace them free of charge or give you a price reduction or a full refund.

As a general rule, you will only be able to ask for a partial or full refund when it is not possible to repair or replace the goods.
I'm sorry, but you are posting BS there.

The current UK regulations state that goods need to be of satisfactory quality and fit for purpose but there is NO mandatory 2 year guarantee on goods. Your rights are against the retailer, not the manufacturer. A manufacturer can offer a warranty or none at all, and a lot offer very good ones if you follow their rules on registering/claiming. Many retailers also offer excellent returns/refunds/repairs (Amazon for example).

If they don't, and something fails within the first 6 months, its assumed it was faulty from new unless the retailer can show otherwise. After 6 months, a retailer is entitled to see an independent report which states that the product failed due to a manufacturing defect.

Ultimately, if the retailer doesn't want to support you, then you will have to take them to court to enforce the rights you have. A laptop is difficult, because they are open to abuse (not saying yours has been) and legislation doesn't cover damage or abuse by a consumer. You should get an independent report done - the retailer will have to repay you the cost if the report finds it was defective due to a manufacturing fault.

Hope you get it sorted.

Edited to add: you get 6 years to make a claim in the UK.


Edited by Camelot1971 on Thursday 20th September 21:27

thebraketester

14,192 posts

137 months

Thursday 20th September 2018
quotequote all
Apple give you a year basically. Unless you take out aplecare.

Does the screen just not come on or does it come and and just appears grey?

Glasgowrob

Original Poster:

3,232 posts

120 months

Thursday 20th September 2018
quotequote all


Has this issue

Then 2 days later just a dead screen. Apple say the screen needs replaced at a cost of £497

selmahoose

5,637 posts

110 months

Friday 21st September 2018
quotequote all
Last time I got an apple puter fixed in town I took it here:

http://www.techbytesglasgow.co.uk

Weird fkers but did the biz ok. Not cheap but not a bump either.

By the way. Guess what? There'll be a new ph firm launching soon. I'd tell more but you're Cassidy's grass so I'm going "no comment"!
laugh

Naturally it won't be posh so I'll be referring that stuff to youse (for a bung, of course, assuming you've not gone back to running NHS blood bags around for Naework yet) wink

Paddymcc

929 posts

190 months

Friday 21st September 2018
quotequote all
Have seen this problem on laptops before usually happens to dell e6400 screens for some reason.

It's nearly like some of the backlights aren't illuminated making the illuminated parts more visible.




Glasgowrob

Original Poster:

3,232 posts

120 months

Friday 21st September 2018
quotequote all


Has this issue

Then 2 days later just a dead screen. Apple say the screen needs replaced at a cost of £497

Glasgowrob

Original Poster:

3,232 posts

120 months

Friday 21st September 2018
quotequote all
selmahoose said:
Last time I got an apple puter fixed in town I took it here:

http://www.techbytesglasgow.co.uk

Weird fkers but did the biz ok. Not cheap but not a bump either.

By the way. Guess what? There'll be a new ph firm launching soon. I'd tell more but you're Cassidy's grass so I'm going "no comment"!
laugh

Naturally it won't be posh so I'll be referring that stuff to youse (for a bung, of course, assuming you've not gone back to running NHS blood bags around for Naework yet) wink
your only round the corner pop in for coffee, i'll stick the kettle on smile and as for starting a new PH company you must be mad, want to buy one ? lol

Edited by Glasgowrob on Friday 21st September 05:48

anonymous-user

53 months

Friday 21st September 2018
quotequote all
[quote=Camelot1971]

I'm sorry, but you are posting BS there.

The current UK regulations state that goods need to be of satisfactory quality and fit for purpose but there is NO mandatory 2 year guarantee on goods. Your rights are against the retailer, not the manufacturer. A manufacturer can offer a warranty or none at all, and a lot offer very good ones if you follow their rules on registering/claiming. Many retailers also offer excellent returns/refunds/repairs (Amazon for example).

If they don't, and something fails within the first 6 months, its assumed it was faulty from new unless the retailer can show otherwise. After 6 months, a retailer is entitled to see an independent report which states that the product failed due to a manufacturing defect.

Ultimately, if the retailer doesn't want to support you, then you will have to take them to court to enforce the rights you have. A laptop is difficult, because they are open to abuse (not saying yours has been) and legislation doesn't cover damage or abuse by a consumer. You should get an independent report done - the retailer will have to repay you the cost if the report finds it was defective due to a manufacturing fault.

Hope you get it sorted.

Edited to add: you get 6 years to make a claim in the UK.

On what basis is the link to the EU consumer law site bs?

Not sure it applies directly to the screen, but there is an example a little similar to OP’s situation in the faqs

https://europa.eu/youreurope/citizens/consumers/sh...

My computer, bought just over a year ago, won't boot up any more. The trader agrees that it is defective, but won't repair it for free, because the manufacturer's guarantee is only valid for one year. What can I do?

The guarantee your trader is referring to is the manufacturer's commercial guarantee for your computer. This has nothing to do with your legal guarantee, which is binding on the trader and lasts for two years.

If the trader agrees that your computer is faulty, they must repair or replace it free of charge. It is up to them to settle the matter with the manufacturer.

megaphone

10,696 posts

250 months

Friday 21st September 2018
quotequote all
OP, who did you buy it from?

https://www.apple.com/uk/legal/statutory-warranty/

Have you actually taken it to an Apple store? I'm really surprised Apple will not sort this for you, they are usually very good, especially as it's only 18 months old. Got back and fight your corner. If they won't play ball escalate it.

Glasgowrob

Original Poster:

3,232 posts

120 months

Friday 21st September 2018
quotequote all
there in lies the problem it was purchased from Very by my other half as a christmas gift. apple whilst very understanding were not interested as they didnt sell it.

other half has spoken with very and had some wonderful exchanges with their customer services team none of which seem to be uk based or willing to deviate from the script that it has a 1 year warranty and thats all they offer as per verys terms and conditions.

anyone suggest what our next step should be?

my understanding is that i should put a formal complaint in writing with a request for them to cover the cost of the repair. (going to throw it into apple and get it sorted then sort it out afterwards.

Patch1875

4,893 posts

131 months

Friday 21st September 2018
quotequote all
I’m sure when my just under 2yo iPad went faulty I just filled a form online and they swiftly came back and organised an exchange.

Sure it said in the reply that because it was less than 2 years it was covered.

Fermit and Sarah

12,787 posts

99 months

Friday 21st September 2018
quotequote all
The consumer rights act 2015 is what you need to refer to -

http://www.legislation.gov.uk/ukpga/2015/15/conten...

I had similar with a 2 year old Tom Tom which completely died on me. They were only prepared to offer me a 25% discount off a replacement initially.

I sent the following, and within a couple of hours I was offered a replacement.


Thank you for your reply, which unfortunately is of no assistance. I don’t consider the offer of a repair at the cost of circa 80% of the units value, or having to pay 75% of the cost of the unit to replace it fair.

I am aware of your ‘terms and conditions’ providing a one year warranty. Your terms and conditions however do not take precedence over The Consumer Rights Act 2015.
The act requires goods to be of satisfactory quality, and last for a reasonable period of time. This, demonstrated by previous cases, is generally regarded to be up to a six year period.

My device effectively becoming a glorified door stop after two years is not representative of satisfactory quality.

Please be aware that a further rebuff of my complaint shall result in me taking action against TomTom for the item not being of satisfactory quality, utilising the consumer rights that the said act provides me. I feel that seven days is a reasonable period to allow you to respond further.

I look forward to hearing from you.

megaphone

10,696 posts

250 months

Friday 21st September 2018
quotequote all
Have you actually taken it to an Apple store?

Mr Overheads

2,436 posts

175 months

Friday 21st September 2018
quotequote all
I'm sure with a bit of filtering you can find someone senior on Linked In to escalate this too.
https://www.linkedin.com/search/results/people/v2/...

I would also point out to whoever you contact that the thread is already public.

Glasgowrob

Original Poster:

3,232 posts

120 months

Friday 21st September 2018
quotequote all
megaphone said:
Have you actually taken it to an Apple store?
yip, who reffered me back to the company i purchased it from.


anonymous-user

53 months

Saturday 22nd September 2018
quotequote all
JPJPJP said:
IUnder EU rules you always have the right to a minimum 2-year guarantee at no cost,
Yes, but it goes on to say, "After 6 months, in most EU countries, you need to prove that the defect already existed on receipt of the goods - for example, by showing that it is due to the poor quality of the materials used."

I had a £1,000 Sony Vaio laptop which suffered failure of the motherboard out of warranty at 14 months old. Eventually I started a small claims court case (it's a simple online process) against Sony and they paid up instantly once proceedings were issued. I set out my case on the basis, "I've owned many solid state electrical products over the years and typical working life has been at least 5 years. An expensive item that has failed so early in its life must have failed due to faulty workmanship or materials when it was made."

Note: I had bought the laptop at a Sony shop so my claim was directly against Sony. A claim needs to be made against the company you bought the item from, often not the manufacturer.


Edited by anonymous-user on Saturday 22 September 10:31

Kermit power

28,635 posts

212 months

Saturday 22nd September 2018
quotequote all
rockin said:
JPJPJP said:
IUnder EU rules you always have the right to a minimum 2-year guarantee at no cost,
Yes, but it goes on to say, "After 6 months, in most EU countries, you need to prove that the defect already existed on receipt of the goods - for example, by showing that it is due to the poor quality of the materials used."

I had a £1,000 Sony Vaio laptop which suffered failure of the motherboard out of warranty at 14 months old. Eventually I started a small claims court case (it's a simple online process) against Sony and they paid up instantly once proceedings were issued. I set out my case on the basis, "I've owned many solid state electrical products over the years and typical working life has been at least 5 years. An expensive item that has failed so early in its life must have failed due to faulty workmanship or materials when it was made."
I had exactly the same with Garmin. Absolutely point blank refused to budge an inch until I started the court claim, and hey presto, 48 hours later I got a cheque for exactly what I'd asked for in the first place, plus the court costs.

NDA

21,490 posts

224 months

Saturday 22nd September 2018
quotequote all
You could try emailing Tim Cook.... tell him retailer not interested and Apple not interested - you might get lucky with a reply.