What is the point of spending decent money on a laptop,
researching the hard drive, screen capabilities, processing capabilities and
paying over the odds for reliability if it just doesn’t work? Why?
The motherboard is broken.
Recently consumer rights law changed so now we have to give the
manufacturer a chance to repair unless the fault manifests its self in the 1st
month. But how long can you plausibly take
to repair something? Is not two weeks a
bit long? And what if the unit is still
faulty? You’d think then they’d just
give you your money back. But no HP
insist you waste all your time ringing them and talk to somebody who can do
nothing except refer you to another “team”.
HP have a lot of teams because fobbing off customers is a team
sport. When eventually, through liberal
use of legal threats, a section 75 credit card claim and continual harassment
on social media their resolve began to crumble someone on another team wrote
back to say they would generously agree in the circumstances to “buy back” the
box of spare parts that resembled a computer.
I duly returned the computer to the Czech Republic which took another 3
weeks as HP use UPS – a courier service that seems to be trying to match
surface mail - sorry I mean “international economy” – for lackadaisicalness.
Yesterday a lady from another team at HP informed me that
they had finally received the machine and that I should be being refunded
sometimes next week. What’s the point of
attempting to buy anything of decent spec anymore? In the future I shall only be buying
throwaway rubbish … as it seems to me that these days the more you spend the
worse the product is. The proliferation
of meaningless reviews on the internet doesn’t help either in determining if
anything is any good to begin with and Which are no better – mysteriously not
reviewing entire manufacturers. They don’t
seem either to do manufacturer reliability statistics anymore… so what’s the
point in them then?
Honestly, what’s the point in anything?
Dear Sir or Madam,
REFERENCE: HP-5CG8271TQV
I purchased the HP Laptop 17-by0021na from HP. At the point of purchase
I paid £799 to HP directly on the 6th of August 2018. It was delivered on the 9th of
August 2018.
The HP Laptop 17-by0021na is not of satisfactory quality.
I reported it broken on the 7th of November since
it suffered from a continual failure to boot properly which had deteriorated to
the point where it would not even start using BIOS keyboard shortcuts. The BIOS too was faulty. After sending it for repair on this date HP
concluded that errors were due to a faulty motherboard. This problem you
claimed to have fixed, returning the item to us on the 20th of
November. A turnaround time of 13 days
(nearly 2 weeks) during which the machine was wiped.
After re-set up – the machine had been blanked meaning
complete user re-set-up was required as well as the reinstallation of software
and licences – the computer again showed boot problems within the next two
days.
It then began pronouncing error messages to do with the “PCCE SOLID STATE DRIVE”
and “Smart Supporting Driver”. Other
missives from the unit warned us “Internal Disk At Risk” and “Early Warning
Signs …” and advised us to “Contact Manufacturer”. As well as showing errors the product has
problems with log on and seems unable to remember the PIN with any sense of
reliability meaning yet another complete re-setup may be required.
The Consumer Rights Act 2015 makes it an implied term of the
contract I have with HP that goods be as described, fit for purpose and of
satisfactory quality.
As you are in breach
of contract and I've owned the product for less than 6 months and a previous
attempt at repair or replacement has also failed, I am within my statutory
rights to ask for a full refund of the original cost paid.
I would remind you of Section 23 section 2
(2)If the consumer
requires the trader to repair or replace the goods, the trader must—
(a)do so within a
reasonable time and without significant inconvenience to the
consumer
It seems to me to be unreasonable to require me to now
return the “repaired” product to HP for a repair that may take up to 13 days
given that it has already taken HP 13 days to not repair the original
product. I would remind you of section 7
of the act.
(7)A consumer who requires or agrees to the replacement of
goods cannot require the trader to repair them, or exercise the short-term
right to reject, without giving the trader a reasonable time to replace them (unless
giving the trader that time would cause significant inconvenience to the
consumer).
It is my view that the inconvenience I am suffering from not
having use of this computer is significant and that a downtime period of effectively a whole
month is unacceptable.
Having no usable
computer for these extended periods of time is not viable for me and I have
therefore passed the point at which necessity requires that I purchase an
additional laptop to replace the one that should be working. This is unreasonable.
I have already generously allowed HP time to attempt to
repair the machine and their mistakes but they have failed to fix the machine
adequately and I suspect that the original hardware issues have not been
addressed.
I therefore request that HP provide a full refund in return
for the return of the goods.
I await confirmation that you will provide the remedy set
out above within 14 days of the date of this letter.
Etc Etc …wait for cows to come home.
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