faulty notebok on warranty - options - update in last post

bastic

bastic

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Lukas
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Hi,

So my Acer was sent off for repair not so long ago(3-4 moths back) for screen repair...

This notebook has heat vents on sides not on the bottom so it should be possible for user to keep it on your legs all the time while switched on...not possible after it came back from screen repair....it can heat up so much that is not possible to hold it on your legs ... fan(or maybe fans - can hear one) on side works but as there are vents out in front as well, I do not feel any heat coming out from them ... so for me that is another problem...

Just noticed that screen problem has come back :thumbsdown:

as the problem came back for the second time, can I request a new one or refund ?
or still only option will be sending it out for another repair ?
as warranty expires soon so I do not want it to happen again ...

any advise welcome :thumbs:
L.
 
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where did u get it from?
i had a netbook cost me £900 from pc world. i had it for 1 year and it was sent away that much it totalled upto 3 months. final straw near the end of the warranty and some other fault appeared i demanded a swap for something else. rightly so the guy agreed due to the time it had been away gettin fixed so i got to swap it for a desktop and net book totalling up to its original value. hope this helps
 
if they refuse to swap then say u demand an extended warranty as you cant rely on there equipment
 
I bought it from Comet..when screen got faulty for the first time, they have told me that I need to get in touch with Acer...
 
Well that's nonsense; you bought it from them and as their customer it is COMET'S duty to chase up Acer not yours. They act as your agent for Acer or whoever else.
 
ye bit of sloped shoulders goin on at comet. call the customers service number. lay it down thick how unhappy you are
 
Acer are a nightmare and their customer service is shocking.

Complain to Comet that the laptop has proven unfit for purpose and that you'd like a refund in line with your rights under the Sale of Goods Act.
 
Defiance said:
Acer are a nightmare and their customer service is shocking.

Complain to Comet that the laptop has proven unfit for purpose and that you'd like a refund in line with your rights under the Sale of Goods Act.
Click to expand...

will try to that tomorrow or sometime soon ;-)

Thanks guys :)
 
me again...did not make it to Comet today....

But looked on Comet's web page and on it they say that if computer goes faulty, customer needs to get in touch with manufacturer....

But if I bought an item from them, should they not be liable for it during warranty ?

EDIT :
Just read some more pages re sales of goods act and it looks like that for the forst time when laptop got faulty they should take it send it for repair...they should not make me do it...

but now as this fault has came back I will try to get a replacement( my notebook is in brilliant condition and wont be taking an old, damaged one) or just money refund....
 
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bastic said:
me again...did not make it to Comet today....

But looked on Comet's web page and on it they say that if computer goes faulty, customer needs to get in touch with manufacturer....
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Does it really? Sounds like they need to be reported to one of the consumer action groups to be reminded of their legal responsibilities.

Your contract is with Comet and it is their legal responsibility to ensure that stuff you buy from them is fit for purpose.
 
Lukas, under no circumstances is it YOUR duty to chase up the original equipment manufacturer. To all intents and purposes, COMET are the only ones that exist - they replace your laptop if need be, send it off for repair, etc. Don't let them push you around.

I do this for a living and even the companies we buy from (business purchases, and sometimes in bulk too) try and pull this stunt. We tell them where they can go, that we won't use them again if they don't haul ass, and suddenly they'll honour our request...
 
trencheel303 said:
Lukas, under no circumstances is it YOUR duty to chase up the original equipment manufacturer. To all intents and purposes, COMET are the only ones that exist - they replace your laptop if need be, send it off for repair, etc. Don't let them push you around.

I do this for a living and even the companies we buy from (business purchases, and sometimes in bulk too) try and pull this stunt. We tell them where they can go, that we won't use them again if they don't haul ass, and suddenly they'll honour our request...
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you guys think I should be asking for a refund or a new one ?

it seems unlikely that they will refund me....maybe I will manage to get it repaired and get extra warranty in case it breaks again....

cheers
 
It's unlikely that when you have accepted a repair once that you will then get a refund unless it really is a clunker.
 
Steep said:
It's unlikely that when you have accepted a repair once that you will then get a refund unless it really is a clunker.
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I was told that was only option...
 
Defiance said:
Acer are a nightmare and their customer service is shocking.
Click to expand...

Agree 110%!

I bought an Acer Ferrari laptop and it went back to Acer service in Plymouth 8 times in the first year - mostly for a faulty card reader but also bluetooth failure and trackpad failure. I got to know Keith Shellis there quite well!

I bought online from Laptops Direct and they were most unhelpful too, hopefully dealing direct with a retail store you'll have better luck.
 
First thing did, comet get it repaired for you, or did you get Acer to do it.

I believe you choices are as follows, go to Comet, explain that the original fault you had repaired has come back (that’s if they did the repair, if not just leave that bit out), and then processed to ask for an exchange.
If you don’t want an exchange you may get away with asking for something else, such as something at or above your notebook selling price. They might be happy for you to have something else if you spend a bit more. So find something else you’d be interested in before you go.
If the person at the counter refuses, ask to see a member of management, they got more authority over refunds and exchanges.
In relation to getting your money back, chances are slim. The item did not break within 30 days (most company refund policies)
 
the trouble is most warranty involves it being fixed within 6 weeks or wrote off as a BER (beyond economical repair) they will just keep fixing it and i doubt you will get further than that.
 
Persevere with them.

I had a major problem with an Acer laptop and got the seller (Tesco) to refund 75% of the price when it was 15 months old and out of warranty.

The important thing is know your rights and know how to use them.

If all else fails, talk to your local Trading Standards Office or Citizens Advice Bureau
 
James_digipics said:
First thing did, comet get it repaired for you, or did you get Acer to do it.

I believe you choices are as follows, go to Comet, explain that the original fault you had repaired has come back (that’s if they did the repair, if not just leave that bit out), and then processed to ask for an exchange.
If you don’t want an exchange you may get away with asking for something else, such as something at or above your notebook selling price. They might be happy for you to have something else if you spend a bit more. So find something else you’d be interested in before you go.
If the person at the counter refuses, ask to see a member of management, they got more authority over refunds and exchanges.
In relation to getting your money back, chances are slim. The item did not break within 30 days (most company refund policies)
Click to expand...

I went to comet when screen broke first time, and I was told that I need to get in touch with Acer as they do not deal with computers....and now I know it is their bad ...

I plan to go there thursday...will see if I can achieve anything :cuckoo:
 
I had an issue with Comet over a Washing machine that kept breaking down. It turned out that they were using their own engineers to repair it not the manufacturers and the comet lot were making a mess of it. The final straw came when the thing broke down within 1 hour of the comet engineer leaving and filled the whole house with steam( this was after over a month of it not working and 5 engineer visits !! ).
I confronted the Comet sales guys in the shop and made such a fuss, including telling prospective customers that were in the shop how Sh**e Comet had been at dealing with my problem, that the issue was addressed immediately and ( surprise surprise ) a Hoover engineer visited. Needless to say, the washing machine has worked faultlessly ever since. They had tried to fob me off with the old gem of 'you need to contact the manufacturer yourself ' but it is amazing how quick they will react when they are loosing business due to you ranting in their shop stating true facts only mind you !!
 
Don't forget it's down to Comet to fix it not Acer. The contract is between you and Comet. Stand your ground and get them to sort things out. You may also want to contact Trading Standards if you are not happy with the response. Tell them that as well.

On a positive note I have had to return faulty goods to both PC World ( Hard Drive) and Currys. No drama replaced without a problem. Good customer relations means repeat business. Doubt if I would deal with Comet after this saga.
 
Chappers said:
Don't forget it's down to Comet to fix it not Acer. The contract is between you and Comet. Stand your ground and get them to sort things out. You may also want to contact Trading Standards if you are not happy with the response. Tell them that as well.

On a positive note I have had to return faulty goods to both PC World ( Hard Drive) and Currys. No drama replaced without a problem. Good customer relations means repeat business. Doubt if I would deal with Comet after this saga.
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really ? they are the owned by DSG so kinda the same company.
 
Yes Currys and PC world are owned by DSG, but Comet is owned by Kesa, a totally different company
 
Dear Bastic,

My name’s Glenn and I’m from Comet.

I was disappointed to learn of the problems that you are experiencing with your Acer laptop.

Based on the information that you have provided, I would ask that you contact us directly via e-mail, please include any previous job repair reference numbers. We would also need the serial number and product number off the laptop and these can be located on stickers on the bottom. Upon receipt of these details, we will be able to investigate this matter for you and then advise you further.

When e-mailing your details using the link below, please enclose my name and the date of this post as reference, so that it can it can be brought to my attention.

https://comet.custhelp.com

I apologise for any further inconvenience this matter has caused, and upon our investigation we would contact you back as quickly as possible.


Thanks

Glenn
 
Comet Response said:
Dear Bastic,

My name’s Glenn and I’m from Comet.

I was disappointed to learn of the problems that you are experiencing with your Acer laptop.

Based on the information that you have provided, I would ask that you contact us directly via e-mail, please include any previous job repair reference numbers. We would also need the serial number and product number off the laptop and these can be located on stickers on the bottom. Upon receipt of these details, we will be able to investigate this matter for you and then advise you further.

When e-mailing your details using the link below, please enclose my name and the date of this post as reference, so that it can it can be brought to my attention.

https://comet.custhelp.com

I apologise for any further inconvenience this matter has caused, and upon our investigation we would contact you back as quickly as possible.


Thanks

Glenn
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LOL
Thx Glenn.
I will send an email tonite with all the details you asked for.
Hopefully you will manage to get an answer for me if not tomorrow, then friday Morning as I planed to go to the shop tomorrow morning but I can do it friday or so...

As you've read all previous posts you will see that I am hoping to get a refund as Im allowed to do this thanks to Sales of goods act.

But will see how it gets, and what Comest is willing to do in this situation.

Have to say it is good to see that there are some people willing to help others and want to get involved.
I really appreciate this.


Lukas
 
Update :
I sent all the details to Comet as by Glenn's request and am not happy with the response I got...

here is a quote from the email Ive recieved :
Although I note your comments with regards to your right to a refund under the Sales of Goods Act, I can advise that the Sales of Goods Act requires the retailer to provide you with a solution when you are experiencing a fault. This solution can be by way of repair, exchange or refund. It is for the retailer to determine which option would be most appropriate to the circumstances. Comet would, therefore, primarily opt to resolve any fault by way of repair. In the event that a repair cannot be completed in reasonable time, an alternative solution would be offered.
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First of all it was not Glenn that replied...
Second of all first repair failed and same fault came back so it makes me think it is not possible to fix it properly so laptop is not fit for purpose.
I think I will either reply to this person saying that I do not have any warranty that laptop will last once back from second repair and once manufacturers warranty expires soon I will have a faulty laptop....
 
Lads.
If any one of you knows this Glenn from Comet, please ask him to have a look on my post above.
Thx
Lukas
 
they are right, its all in the small print regardless of what you think, you will have a fight on your hand regardless of a comet support person posting here.

they will have to warranty the repair, you need to find out how long. as the fault is already there you get 2 years as you can prove its a fault if your just on a 1 year warranty.
 
GoNz0 said:
they are right, its all in the small print regardless of what you think, you will have a fight on your hand regardless of a comet support person posting here.

they will have to warranty the repair, you need to find out how long. as the fault is already there you get 2 years as you can prove its a fault if your just on a 1 year warranty.
Click to expand...

Thanks for your input.

I never thought that Glenn from Comet would made them to give me a refund but I thought that as I get in touch with Customers services as he advised I would be dealing with him.

I recieved a reply from Consumer Direct today advising me what options do I have and I will pursue them :)
 
good luck, and don't give in. standing in the store telling everyone does help but don't get arrested :D
 
GoNz0 said:
good luck, and don't give in. standing in the store telling everyone does help but don't get arrested :D
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thx, I will need it :thumbs:

and will keep my hand in my pockets so I dont get involved in :boxer::nuts:
L.
 
Just seen this thread, was looking to buy a laptop ( poss) acer from Comet this wkend
dont think I will now. now looking at pc world / currys. I do hope you get sortedout , if not take them to court.
 
coljun said:
Just seen this thread, was looking to buy a laptop ( poss) acer from Comet this wkend
dont think I will now. now looking at pc world / currys. I do hope you get sortedout , if not take them to court.
Click to expand...

I do not like buying from big retailers like Comet.
But on this occasion price of this laptop the best I could find.
 
Quotes from the consumer help link.

“If the goods cannot be replaced or repaired economically, you are entitled to a refund.”

So unfortunately the reply from comet is kind of correct, they are offering a repair.:(

BUT
To quote another part of the website :rules:

"If the fault is only minor and can easily be put right, it is reasonable to accept a repair. This won’t stop you claiming a replacement or refund if the repair turns out to be unsatisfactory.”

Your first repair was not a satisfactory repair because the fault reoccurred, so you are entitled to a refund. :p
 
James_digipics said:
Quotes from the consumer help link.

“If the goods cannot be replaced or repaired economically, you are entitled to a refund.”

So unfortunately the reply from comet is kind of correct, they are offering a repair.:(

BUT
To quote another part of the website :rules:

"If the fault is only minor and can easily be put right, it is reasonable to accept a repair. This won’t stop you claiming a replacement or refund if the repair turns out to be unsatisfactory.”

Your first repair was not a satisfactory repair because the fault reoccurred, so you are entitled to a refund. :p
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lol i missed that!?!?! where is that ?;D
 
*Update*
So Ive sent letter to Comet as advised by Costumer direct.
received a phone call from comet asking for more details....they rang me back saying that acer confirmed that screen was replaced once already, and as I said that laptop is overheating in letter they said that acer said they are sorry as it is common fault and it was not looked after when they had it...
so again I was offered repair...guy said I have to call acer to arrange collection etc...as I had this phone call while I was out I asked the representative to email me all details and I will think what to do next...so he confirmed my email address...and now, around 4 days later I still have no details.no reference number if I would decide to send it back nothing...
and again I would have to arrange sending laptop to repair by myself....

waiting for reply from consumer direct again
 
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