Acer Laptop Died again!

TBirdUK · 28 Oct 2015 at 15:45

Need some help, may be a bit of a longshot but can afford a new one and thought this one would last a little longer than it did.

I purchased a new acer, i3 touchscreen laptop (not from overclockers or ebay!) in Apr 2013. When I got it it had ghosting clicks on the top center of the screen, sent it back, got a replacement. Nov 2013 happened again, this time sI had to send it to Acer for repair. Now its doing it again and have sent it to Acer but they say as its out of warranty they will charge me £400 to repair it!

My feeling is that, buying a new, quite expensive, laptop I expect it to last a little longer than 2 years (although the manufacturers warranty is 12 months), and not have the same fault 3 times in less than 3 years. It doesnt get a great deal of use but its the wifes and she likes having it. Do I have a case that its not fit for purpose and as its a re-occuring fault? Both Acer and the retailer are saying I should go to the other.

Whats your thoughts, I cant afford to buy a new one.

[TW]Sponge · 28 Oct 2015 at 15:56

Probably best to ask in General Hardware or the laptop section.

ZXSpectrum · 28 Oct 2015 at 16:08

I would have thought that you do have a case for not fit for purpose or an inherent fault that has not been rectified. Its worth asking.

MattU · 28 Oct 2015 at 16:10

You should have some rights under the Sale of Goods Act. i.e. http://whatconsumer.co.uk/faulty-laptop-rights/#.VjDy49Ptmko

I thought this was with the manufacturer, as when my Toshiba TV went faulty they refunded me for what was left of the 6 years you could expect it to last, but it looks from that it's with the retailer?

They won't make it easy though.

PooKer · 28 Oct 2015 at 16:18

I would ask them to repair it as a gesture of good will to start with, explaining this isn't the first time this has broken. Then if they do not play ball look at other avenues.

Curio · 28 Oct 2015 at 16:26

Hmm, yeah, they're probably within their rights to say it's out of warranty and wash their hands of it, but it seems like an issue where you would really expect them to make a goodwill gesture. I would absolutely keep on at them. Hunt around for e-mail address for any "higher-ups" at Acer you can find. I've done this before and just the fact their customer service sees you've CC'ed somebody further up the food chain can be enough to get them to do something. Good luck!

TBirdUK · 28 Oct 2015 at 16:46

Thanks all, the retailer sent a one liner saying its out of warranty, Acer spent a little more time stating the unfit for purpose and sales of goods act applied to the retailer.

Acer are sending me back the laptop, I'll ask for a refund of the £37 courier and inspection charge and keep pursuing the retailer, I'll give them a chance to sort it out, then refer it to the Consumer omburdsman (and look for those 'higher up' emails to cc in)

ukxenon · 28 Oct 2015 at 20:45

Good luck

HAz · 28 Oct 2015 at 23:16

thats acer for you.

OspreyO · 29 Oct 2015 at 14:04

A repair has to be permanent. If not the retailer should offer a refund.

http://www.which.co.uk/consumer-rights/problem/what-do-i-do-if-i-have-a-faulty-product

TBirdUK · 29 Oct 2015 at 15:14

unfortunately the consumer ombudsman wiont help with anything purchased before 01 Jan 15 - thats usefull!!

OspreyO · 29 Oct 2015 at 16:38

Well at least you won't waste your time with that route. I would assume that would suggest the SCC no?

mattyfez · 29 Oct 2015 at 16:54

With the screen being replaced, does it not carry it's own new 12 month warranty? Surely they have to guarantee the repair?

Failing that I'd argue inherant fault/unfit for purpose as warranty or not a laptop can be reasonably expected to last more than 2 years before failing (see sale of goods act).
Backed up by multiple documented warranty repairs I'd say you have a strong case.. Any evidence on line from other acer customers to collaborate the inherant fault argument?

Your case would be with the retailer as the contract of sale is with them.

Pawnless Endgame · 29 Oct 2015 at 17:31

HAz said:
thats acer for you.

Unfortunately, this is the truth.

I used to work in tech support in the education / assistive technology sector, where Acer were our main supplier for laptops. It was a common story for an RMA'd laptop to come back to us with the same problem as before. Eventually, we switched to Asus and never looked back.

Calgar117 · 29 Oct 2015 at 19:47

Hi Mate

I used to work for Acer, I sent you a trust message will help if I can

TBirdUK · 29 Oct 2015 at 20:18

Thanks, have replied.

TBirdUK · 29 Oct 2015 at 20:19

There seems to be quite a lot of customers who have had the ghost lcd clicking, same place, top center, wonder if its a known fault (although Acer says its not)

TBirdUK · 30 Oct 2015 at 16:56

Things go from bad to worse, Acer sent the laptop back, didn't tell me when I would get it but sent me an email at 10:33 saying its been fixed and returned to me. I wasn't at home but 9 mins later UPS tried to deliver it!! Customer service is not the best (not just quality!!)

Phoned them up, its not fixed, and they cant tell me when it will be re-delivered.

Thekwango · 30 Oct 2015 at 17:07

TBirdUK said:
Things go from bad to worse, Acer sent the laptop back, didn't tell me when I would get it but sent me an email at 10:33 saying its been fixed and returned to me. I wasn't at home but 9 mins later UPS tried to deliver it!! Customer service is not the best (not just quality!!)

have they repaired it?! or is them just returning it un-repaired?

TBirdUK · 30 Oct 2015 at 17:53

returning it unrepaired, but sending an email to say its fixed just to add insult to injury