Cleared this with the mods - thank you mods 
I recommended a laptop from a competitor (never again) a couple of months ago. It was a HP Pavilion dv6-3113sa (refurbished). Order went through fine and the laptop worked. However shortly after it began to freeze and become unresponsive. My friend rang their tech support and they were helpful at first but over the course of a month it became a living nightmare. Often they wouldn't have her details or have the wrong details, they would say they would fix it and then the complete opposite another day.
They even stated the problem did not fall under the warranty and that the damage (external impact) was her fault. To cut a long story short they have been disgraceful and tried to do anything other than fix it, refund or replace. I am not to savy to the consumer rights for things like this but we did reference the Sales of Goods Act - the problems were identified and reported within 21 days, there is obviously still many months on the warranty left.
She wrote a letter of complaint over a month ago and there has been no reply. Ringing gets her nowhere as half the time they don't know who she is or have any records of her problems. She is down £400 with no laptop and a whole lot of stress. We are unsure what the next course of action should be that will actually get their attention and for them to refund her. Any help would be greatly appreciated.
Here is the letter of complaint with a full time line of events.
I recommended a laptop from a competitor (never again) a couple of months ago. It was a HP Pavilion dv6-3113sa (refurbished). Order went through fine and the laptop worked. However shortly after it began to freeze and become unresponsive. My friend rang their tech support and they were helpful at first but over the course of a month it became a living nightmare. Often they wouldn't have her details or have the wrong details, they would say they would fix it and then the complete opposite another day.
They even stated the problem did not fall under the warranty and that the damage (external impact) was her fault. To cut a long story short they have been disgraceful and tried to do anything other than fix it, refund or replace. I am not to savy to the consumer rights for things like this but we did reference the Sales of Goods Act - the problems were identified and reported within 21 days, there is obviously still many months on the warranty left.
She wrote a letter of complaint over a month ago and there has been no reply. Ringing gets her nowhere as half the time they don't know who she is or have any records of her problems. She is down £400 with no laptop and a whole lot of stress. We are unsure what the next course of action should be that will actually get their attention and for them to refund her. Any help would be greatly appreciated.
Here is the letter of complaint with a full time line of events.
