View Full Version : Returning something broken
Bought a netbook in Feb (4th), I think it may be playing up regards the battery, it seems to be refusing to charge. My sister's (bought the same time) did the same last week and then decided it didn't even have a battery.
They're currently running Windows 7 Beta which has expired so i'm going to install RC1 later just to check if it is just that.
Anyway, for now lets just assume they're both actually broken.
I bought from Tesco Home Plus who guarantee for 12 months, which is great but it says you can't return it to the store after 28 days, I have to use the helpline. Is that right? Can they do that, or do I have a right to return to the store I bought it from?
I'd much rather just take it to the shop than dick around on the end of a phone line for an hour.
I bought a mobile from Tesco, it broke after a couple of months and I took it back to the store. Apart from the monkey behind the desk saying "I know all about phones, give it 'ere" and dicking about taking the battery out, the Customer Service manager said I had to phone up.
I imagine they'll tell me similar, I was just wondering if I have any actual statutory right to have it dealt with in store without being fobbed off to a phone line.
I imagine they'll tell me similar, I was just wondering if I have any actual statutory right to have it dealt with in store without being fobbed off to a phone line.
I expect they'll tell you although they are own by the same parent company, but you have bought it off a different company thus you have to phone up.
How could it be a different company?
I walked into the Tesco Home Plus in Southampton in February, now I might be needing to take something back to that same store because it's faulty.
It's like different departments, it differs from company to company.
Ok... I'm not really understanding how a shop isn't the same as itself 6 months earlier :S
Sorry, some reason I thought one was an online company.
I don't think you should have a problem then. :) what Netbook is it btw?
Acer Aspire A150
One is refusing to charge, one seems to think it has no battery. I'm going to install Windows 7 RC1 just in case it's something to do with the Beta expiring but i'm not entirely hopeful.
So do I actually have any rights to have it dealt with in store or are they entirely fine to make me sort it out via phone after 28 days?
I am not sure about the phoneline part, but if you are returning to the store, you don't have the automatic right for a refund, it's repair first or replacement, and refund in the retailer's discretion.
But most retailer are nice enough to offer a refund if they can't exchange you with a working one right there these days. Plus you are still within the first 6 months period as well.
Don't think there's anything legally you can do about it mate. It's still a warranty and you can still return it, even if it's not from the place you bought it. Argos do a similar thing iirc.
I think I might actually be a week past the 6 months (that would've been Aug 4th I think).
I'll see how it goes then, i'm not fussed whether it's a refund/replacement, i'd just rather not have to do it by phone as that invariably ends up an utter ball ache. I'm hoping it's just to do with the expiry thing though, as it seems odd both of them would fail in the same way within a week of each other when both were working perfectly with decent battery life right up until this issue.
Psymonkee
10-08-2009, 22:03
I thought the first 12 months had to be handled by the retailer directly? :(
Well that's why i'm asking - the helpline is still directly the retailer as opposed to Acer themselves, it's not in store though.
Blighter
10-08-2009, 23:41
The Sales of Goods Act 1971 (rev in 1979) states that the RETAILER (not the manufacturer) has to do something about it. They do have the right to offer a repair or replacement instead of a refund though.
Best thing to do if you want the best service, is to go into the store, talk to someone, and be nice - but firm at the same time. If they aren't helpful, then ask to speak their manager (don't use the word "Superior" - that ****es me right off ;D)
:)
That doesn't really answer whether i'm entitled to have something done in store or whether they are perfectly within their rights to make me go via their helpline.
I don't see why they wouldn't be. It's still the retailer, and they're still 'doing something about it'. Nowhere in the law does it say goods must be returned to the exact point of sale (that would be rather silly - what if the store had closed or you'd moved hundreds of miles away?)
The key with these lines is picking your time. Avoid first thing in the morning, lunch hours, and 5PM to say 8PM. :)
the store may , if pushed, deal with it but all they will do at best is to send it to the same place for the repair
can't see you would gain anything really
If it's a refund or replacement you are looking for I doubt that will happen at this stage
Installing Windows RC1 has fixed mine, waiting for my sister to save anything she wants off hers before I try hers.
Seems somewhat odd that the Beta running out meant it began to report the battery incorrectly though...
Yes, it does, but the RC is good for seven months or so yet so you should be fine. :)
The other thing is that the Beta let me use it just fine (bar the 2 hour thing its been doing for a while) despite having past the deadline.
I was expecting a screen to appear that just told me no and that was that :p
I'm installing RC on my sisters netbook now, hers had moved on from not charging to denying existence of the battery though so hopefully it will fix hers too.
Well it hasn't worked so well on hers, it still seems under the impression it has no battery.
Time for fiddling :/
Assuming it's the same model (which seems like a safe bet), swap the batteries around and see what happens. If yours will charge hers, let it do so until fully charged, then swap back.
Well my battery works great in hers, mine won't recognise her battery.
So it seems neither system wants to play nicely with that one battery, guess it's dead?
edit - i'm letting mine try and charge it for a few hours, see what happens, if it's still dead I might try something daft like bunging it in the freezer overnight - can't exactly make it worse can it?
Don't put it in the freezer. Wrap it in something to keep moisture out and put it in the fridge. Li-ion batteries don't like freezing.
Phoned up the hotline in the end and told them I knew the battery was dead as I had two identical netbooks and they've sent out a new battery. They don't even seem to want the old one back so far as I can tell.
Thumbs up for Tesco
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