Acer warranty, etc

[Gilly]

Bought our lass an Acer netbook for Xmas. First week of Jan the F key (note, not an Fn key) had a lug snapped off the bottom of it through normal usage. By that I mean it wasn't dropped, nothing dropped on it, etc.

Requested an RMA from the reseller, who denied it and told me to contact Acer direct for a replacement key.

Acer need me to send the laptop off so they can ensure that there is no further damage to the laptop! This can't be right, surely? Our lass has to be without her laptop for the duration and Acer have to pay return carriage rather than them sending me a key worth about 8p

 

[beermonster]

Standard practice unfortunately, keys are not available seperately unless you buy them off ebay from spare keyboards, and authorized repair agents won't replace damaged keyboards under normal warranty as keys don't just fall off without some kind of force applied, be it accidental or otherwise.

With any damage to a laptop there doesn't seem to be any margin for movement, repair agents simply won't replace a damaged part unless it is a known design fault and then it will be replaced under warranty.

If you don't want to send the unit off I would try and buy and individual key from ebay.

Probably not want you wanted to hear but I work in repairs and it's very difficult to get manufacturers to replace broken parts under 1st year warranty.

 

[Gilly]

How long does the distance selling act apply? I'm probably outside it now, but the reseller sat on this for weeks before closing down the RMA and telling me to nob off to the manufacturer

[edit]It is only 7 days. Thought it was longer. Maybe I'm thinking of statutory rights.

 

[Gilly]

Consumer information:

Durability

Durability is another recent addition to the definition of quality. How long should a dishwasher or a vacuum cleaner or a printer last? This is a very common source of complaint and one which manufacturers were always quick to turn back on the consumer, requiring them to provide proof that the item did not conform to contract specification from the start, or implying an element of misuse or neglect. Thanks to the new European Regulations, UK law now offers greater protection for consumers against products which develop faults within the first 6 months. The assumption is now that if it breaks down within this time period it cannot have conformed to the contract specification when purchased and you have the right to an automatic repair or replacement. Having said this, items which should last several years can still break down after this six month period. If the retailer or manufacturer’s warranty has run out, the shop is often quick to say there is nothing they can do before attempting to sell you an extended warranty. This is misleading. If you buy something which should last 7 years but breaks down after a year and a day, you can still claim it was of poor quality in reference to the durability aspect. In this respect it will help to know how long items such as washing machines or printers should last. You can get this information relevant trade association

This is part of my statutory rights, I may sue for a replacement laptop When they bring me the new one they can take away the old one

 

[JonJ678]

Indeed. I'd suggest checking which section of which act this is drawn from, and make a phone call to the place you bought it from. Use terms like "a reasonable man" if required. They've sold you substandard goods, and as such are responsible for resolving the issue.

Couple of notes, double check the lass hasn't stabbed it with a screwdriver or the like, and if you bought it on a credit card it's likely to be easier to claim through that. Oh, and I'm not a lawyer, but have noticed that quoting from the act you consider them to be in breach of makes for a stronger argument.

Best of luck, Acer build quality can be a bit hit and miss so it's likely to be a manufacturing fault.

 

[Sash]

Only thing I can say to this is FFFFFFFFFFFFFUUUUUUUUUUUUUUUUU which I am sure you would say too on your Girl's laptop if you had an F key.