[norageo]

Tried a google search for this information, but found either conflicting information or information for other countries.

Long story short. Brand new laptop purchased shortly before Christmas develops problem with the trackpad, company insists on repairing it rather than replacing or refunding. Reluctantly send it away for repair even though the laptop was less than a month old. Wait a few days for the repair, get it back. A Week later, same issue arises, and get the same response. I insist I have already had it repaired one and the repair lasted a grand total of 6 days and I would like my money back as the laptop is needed urgently for a business trip next week and the product clearly isn't worth it. They say no. I say I will be back in contact tomorrow.

What are my rights here? I am a bit worried I am going to be stuck with a dud product until my budget allows me to buy a replacement if I am going to have to keep sending it back for repairs constantly.

Posted here for traffic.

This post has been edited by norageo: 13/02/2013, 06:39 PM

[tenar]

I don't know, but I suggest you contact Consumer Affairs of the equivalent in your state. They will have the right advice.

Good luck!

[TherophosaBlondi]

Your rights, from memory, are that you are entitled to a refund, repair or replacement whichever of your choice. The key word being YOUR - you as the customer. This only applies to things that are faulty, not simply a change of mind.

http://www.accc.gov.au/content/index.phtml/itemId/1023610

[norageo]

Excellent. It definitely is a fault, not a change of mine purchase so I'll keep this link when I contact them tomorrow. Thanks!

[FiveAus]

The laptop my husband got for Christmas has also failed. The screen had a line running own it, and then the keyboard stopped working, then the screen failed completely.
He took it back to the place of purchase (large electronics retailer), they told him to contact the manufacturer, he did and they told him to return it to the place of purchase.
He wasn't offered a refund or replacement, they sent it off for repair. It's been gone almost 3 weeks.

I am kicking myself that I didn't get him a MacBook. He wanted Windows 8 though.

This post has been edited by FiveAus: 13/02/2013, 07:51 PM

[TherophosaBlondi]

He took it back to the place of purchase (large electronics retailer), they told him to contact the manufacturer, he did and they told him to return it to the place of purchase.

Harvey Norman? They tried this with me and I pointed out that my sales contract was with them not the manufacturer. Their job was to facilitate my refund, repair or replacement.

[FiveAus]

Harvey Norman? They tried this with me and I pointed out that my sales contract was with them not the manufacturer. Their job was to facilitate my refund, repair or replacement.

No, JB Hi Fi. He took it in on a weekend and said the guy didn't seem to have any idea of what to do, so gave him the number for the manufacturer and sent him on his way.
What was weird too, was the guy seemed to think that because the screen had failed, it wouldn't be covered by warranty. My husband pointed out that the keyboard also failed before the screen went completely, but he (the JB person) kind of insinuated it had been dropped or had something heavy placed on it....which it hadn't.
If it doesn't come back soon, I think I'll make a bit of a song and dance about a refund and show them the ACCC website.

[norageo]

I am kicking myself that I didn't get him a MacBook. He wanted Windows 8 though.

I very nearly got a Macbook and am kicking myself for not getting it. Haven't heard many complaints about them.

[CrazySingleMum]

My friend bought a laptop from a certain national retailer just before Christmas. It died last week. When we took it back (I went with her because my friend is a techno-phobe), the staff originally told us that it was past the two week DOA 'law' and therefore would have to be sent away to be fixed, estimated repair time of three weeks.

After clarifying with the sales person that the "DOA Law" he was quoting was not in fact a LAW but a company set standard, he then passed us onto the manager. We discussed how ACCC had previously found that deadlines arbitrarily set by companies weren't valid, and that the machine was almost brand new. He said he'd check into a replacement model. Three hours later, my friend had a new machine.

I was most annoyed because at one stage the original sales person said that the faulty machine would have been replaced if the Extended Product Care warranty had been taken.

So, in short, I'd definitely be wanting a new laptop in your circumstances.

[FiveAus]

I very nearly got a Macbook and am kicking myself for not getting it. Haven't heard many complaints about them.

I've had one for two years and its never missed a best. The build quality alone surpasses anything of an equivalent price that runs Windows.