Warranty help

Gilly

Gilly

Gilly

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Our lass has an Acer netbook she bought from an online reseller. Just within the warranty period it developed a fault and now I'm trying to sort it out - we're now actually 2 weeks outside warranty. I didn't realise this at the time.

Acer have refused to get involved. I understand the contract is with the online reseller. Am I right in saying that although the laptop is outside the normal warranty period it is reasonable to say that 1 year is not fit for purpose or of satisfactory quality?

Finally should I be quoting the sale of goods act or the EU legislation?

Ta :)
 
afaik anything electrical (like this) has to have a 2 year manufacturers warranty on it. I only really know what Ive read on these forums though, and it is from the EU regulations, as they make it illigal to sell it without a 2 year warranty. I'd also give the guys a call, explain the situation and the fact you know PC's so you were trying to sort it out yourself, and now its after the end of the warranty. Some companies are nice and will honour it anyway.
 
I've raised a technote with the online retailer and had feedback already. They've said they won't look at the issue because it is out of warranty, full stop. Acer say that any contract is with the reseller and nothing to do with them - this at least appears to be correct.

I've just found Directive 1999/44/EC. Important bit quoted below. Looks pretty watertight?

Product guarantees


‘How long are guarantees on consumer goods valid?’

Viktor used to live in Germany, where it is common for products to have manufacturers’ guarantees of five years. In March 2005, he bought a new washing machine in his home town of Eger in Hungary, but it started to leak water in April 2006.

‘I complained to the Hungarian representative of the manufacturer, but they didn’t want to know. They said in Hungary there is only a one-year guarantee, not five years. What can I do?’

--------------------


In this case, Viktor’s rights as an EU consumer are not being respected by the Hungarian representative of the manufacturer. The fact is that a two-year guarantee applies for the sale of all consumer goods everywhere in the EU (Directive 1999/44/EC). In some countries, this may be more, and some manufacturers also choose to offer a longer warranty period.

When you buy a new product, it should look and function exactly how it was advertised. But do you know what your rights are if your new coffee machine leaks, or if a green door is delivered instead of the blue one you ordered?

The vast majority of purchases and transactions in Europe take place with no reason for complaint. However, if you do have reason to complain, you should be aware that the following rights and responsibilities apply everywhere in the EU:

• If the item you bought does not look or function as it was advertised, or if it is not satisfactory, you have the right to have the item replaced or to get your money back if the replacement was not completed in a reasonable time at no extra cost.

• If you buy goods that turn out to be faulty, manufacturers must compensate you for any personal injury or damage caused to property.

• When you buy goods or services by post, telephone, fax or through the Internet from a professional trader, you have the same rights in relation to guarantees as if you had bought them in a shop.


Further information:
ec.europa.eu/consumers/cons_int/safe_shop/guarantees/index_en.htm
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thats what I meant by two year warranty, but yea, the reseller only has to care for 1 year, then its manufacturer. Give them an e-mail stating that it has been over a year and as such your contract is now with them, paste that in there if you feel like it, or just quote the directive at them and see what happens.
 
Jokester said:
http://forums.overclockers.co.uk/showthread.php?t=18224074

More towards the end of the thread, after 6months you're pretty much on your own I'm afraid if the seller isn't being friendly. I'm surprised though that the manufacturers standard warranty was only 1year though.
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I'm shocked it was that, it is usually 1 year reseller 1 year manufacturer (consecutive, not concurrent). This immediately worries me and I'm kicking myself (where I should be kicking our lass in fairness) for not reporting it immediately.

I'm also disappointed that the 2 year thing isn't a hard-and-fast rule. I don't believe a laptop that won't even power on is fit for purpose if that is the situation within 12 months of purchase.

Jokester said:
The EU Directive isn't UK law though, the SOGA is the applicable law that covers you in the UK.
Click to expand...
Is it still applicable here though? We are an EU Member State after all.
 
Ch3m1c4L said:
jokester, we are part of the EU, so a law that covers the whole of the EU covers us?
Click to expand...
It's a directive, not a law, it states that EU nations should put in place consumer legal protection of their own (in our case the SOGA) that gives people a minimum 2year warranty. The SOGA does not do this. It gives a maximum of 6months no quibbles, after which upto 6years depending on the type of product, the seller can refuse a warranty claim if the buyer can't prove that the item had an inherent fault at the time of purchase that later caused it to fail (which is nigh on impossible).

The SOGA is very weak in this respect.
 
didnt know the difference, just went and googled it so now I understand :)
Shame, SOGA is technically worse than the directive :(
 
looks like you could still claim under it though, for a partial refund. since 12 months and one week is not a reasonable lifespan for a laptop/laptop power brick. If there has been no damage done by your daughter I'd argue that therefore it is covered under the SOGA and as such you should get a partial refund.

Better than nothing....What is wrong with it anyway, interal charging/power circuitry? Have you taken it apart etc?
 
No, not taken it apart at all. Until today was under the assumption that a manufacturer warranty would be in place so didn't want to. There's no external damage at all.

Our lass = Yorkshire girlfriend :D
 
ah, sorry about that confusion lol.

Well try arguing about that for a partial refund, or you can try taking it apart and fixing it yourself. Ive had ones (laptops not netbooks) where its been as simple as the little switch that puts it to sleep when you close it has been stuck down, or dirt in the power button casing etc.

I assume the power brick has a green light on it? I know its off topic, but now I want to fix it lol.

Good luck with whatever you decide to do.
 
This EU Directive was being resisted by nearly all of the independent electrical retailers years ago for fear of it damaging their businesses (as in being stuck with all the faulty goods rejected by customers & the manufacturer/distributor refusing to exchange or refund it)

My then boss told all the staff many years ago when I worked in the trade, he wasn't happy about this planned directive back then. I presume the revised SOGA with the onus on the retailer to prove the goods are faulty was done to appease Brussels, but sooner or later the EU will get their way in the end as they seem to do these days. :rolleyes:
 
I would not normally suggest this but since it failed in warranty I guess it is ok, if your proof of purchase is printed scan it or if it is electronic just amend the date so it is just in warranty.
 
Acer are saying it is outside their warranty because it shipped from them 18 months ago. For it to be returned to the online retailer you have to quote the order number, which has all dates on it.

I've stripped it down, I can't see any problem with it. There does seem to be a fair amount of play when the adapter is plugged in, I wonder if she's bumped it when she's put it down, she's definitely clumsy enough.

Can't see any issue with it when I've had it stripped though.

Power brick doesn't have a LED on it, so unsure as to whether it is even working. Gonna find a different infinity connector, see if its that or the plug.

[edit]Bah, it's a 3-prong connection :rolleyes:
 
It isn't in warranty :confused: They only provide a year.

Anyway, found another power pack with the right voltage, it's working now :)

Wish I'd found it before stripping it down :o
 
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