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Unread 22 Feb 2005, 16:07   #1
mist
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warrenty returns
just before xmas i sent my laptop off for repair under the warrenty (18th december, from memory).

mid january the geniuses sent me someone else's laptop back. perhaps foolishly i sent it back to them, hoping i'd get mine in return.

roll on mid february, they've now 'had' my laptop for over 2 months and are apparently waiting for a new battrey for it, as despite there being nothing wrong with the battery when i sent it in there apparently is now...

i phoned them earlier, and they say that they can't give me a time when i'll get it back, which i'm not overly thrilled about and i seem to remember that once they've had it for a month i can demand my money back (which would be nice) or a replacement. anyone know if this is true, and if so what law/legislation it comes under?

the company in quest, btw, is medion. i wouldn't use them again.

cheers
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Unread 22 Feb 2005, 16:24   #2
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Re: warrenty returns
I don`t know for sure, you would have to read the terms and conditions of your warranty agreement. My lap top is under extended warranty as well; "Warranty direct". Don`t know what their`re like when it comes to making a claim, but they are pretty cheap at £10 per month.
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Unread 22 Feb 2005, 16:27   #3
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Re: warrenty returns
I'm not sure about the ligislation but one important thing to do is get the names of the people you have spoken to.

Over 2 months is basically a piss take and you are taking it very well. I'd be at the 'I don't give a f'k.. Stop lying to me and send me my laptop now' stage.

How old is the laptop btw ?

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Unread 22 Feb 2005, 16:29   #4
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Re: warrenty returns
clearly they can't keep your laptop forever.
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Unread 22 Feb 2005, 16:33   #5
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Re: warrenty returns
This might help http://www.tradingstandards.gov.uk/c...V0054-1111.txt
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Unread 22 Feb 2005, 16:43   #6
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Re: warrenty returns
Paragraph 4, line 3 looks interesting. "For example, if the company that issued the warranty will not carry out a repair within a reasonable time when the guarantee says it will, you could sue for the cost of employing someone else to put the problem right."
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Unread 22 Feb 2005, 16:55   #7
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Re: warrenty returns
pop to your local trading standards, they will help you draft a nasty letter which will probably get your laptop back or the money for a replacement within a couple of weeks
(also, it is very important to get everyones names, and if you ever feel that you are being given the runaround, just ask to speak to a manager and every time you get no satisfaction from a manager ask to speak to their manager, see how far up the chain you can get bumped, they really hate being disturbed after a couple of bumps up the chain of command )
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Unread 22 Feb 2005, 17:00   #8
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Exclamation Re: warrenty returns
Say you'll get Yahwe to sue them for $800,000 for contributing to you having a panic attack as a result of how shit their service was.
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Unread 22 Feb 2005, 18:25   #9
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Re: warrenty returns
Basically what has been said already is broadly correct. Phone them up, ask them to clarify exactly what stage in the process they are at, and what part they are awaiting (model number, etc). You could give other companies a call and ask them if they have such a part instock and how much they sell it for, etc, etc. You could then give the company this information or something.

As Vaio has said, get the name of every person you speak to (and their job title), be very polite but firmly ask to speak to one of the managers (take their details too). Again, be very polite and emphasise that you have enjoyed their products / service / whatever but you really do need the laptop as soon as humanly possible because of xyz reason (study / porn, whatever). You will probably want to outline to whomever you speak to a broad chronology of events so far (e.g. sent back on such and such a date). Anyone speaking to you in that environment will think you're an unreasonably dickhead before you even start speaking, and are complaining about nothing.

If that doesn't help write a letter to their Customer Services Manager / Director (or someone of that level) explaining (again, calmly with no threats) exactly what has happened, why you feel let down and most important what it would take to set things right. You might want to send this recorded delivery (or at least first class) and call to confirm they received it. Ask their standard response time to a formal complaint. You might wish to head the letter "Without Prejudice" if you are making any kind of offer of settlement at this stage. CC a copy of your letter to whomever will listen, trading standards, BBC watchdog, your MP, etc, etc.

I'd imagine it'd be resolved very quickly after this stage, but if it doesn't I would seek legal advice.

The important thing is at all stages try to appear as calm and polite as possible, and always be in a clear possesion of the facts. Check your phone bill to see the times you've called them. Saying "I phoned on the 16th February and spoke to John Davies, Customer Services Manager...." sounds a lot more professional than "Erm, a couple of months ago I think called some dude. He may have been Welsh. Or gay. I didn't catch his name, I was eating a sandwhich at the time of the call.". I used to work for a warranty company which repaired computers and if someone immediately went to the "I'll see you in the ****ing high court you bastards!" stage I'd generally ignore their query, cut them off, or make sure their repair got delayed as long as possible.
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Unread 22 Feb 2005, 19:22   #10
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Re: warrenty returns
Get them to deliver your laptop during the hours of darkness by knocking on your back door and then running away and leaving the laptop on the doorstep with a little letter thanking you for your patience. Then sue them for contributing for a panic attack and making you housebound and unable to work.

If someone mentions cookies during the court case , deny everything.
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Unread 22 Feb 2005, 19:29   #11
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Re: warrenty returns
OMG, not Medion...
It's the biggest crap out there.
Their helpdesk is located here in town and I worked there for a few days. Enough time to know that their products are crap. Especially the cameras. Their photo sensor chips would give purple and distorted images after a few months.
Though the PC's and laptops are cheap you're better off buying one in an ordinary shop. More bang for a buck.
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Unread 23 Feb 2005, 16:51   #12
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Re: warrenty returns
thanks for the advice. i shall start taking notes of names.

as the battery is a medion part i can't see being able to get it anywhere else? thoughts on giving their sales people a ring and asking them how long it would take to get a battery sold to me?

i was also rather surprised to learn that they're replacing the battery, as usually they're specifically excluded from warrenties. i did wonder if this was a standard excuse for "we've lost the laptop and need some time to find it"
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Unread 23 Feb 2005, 16:54   #13
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Re: warrenty returns
Quote:
Originally Posted by Yahwe
clearly they can't keep your laptop forever.
the question is, how long CAN they keep it for? clearly the 28 days they mentioned are rather over.
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Unread 23 Feb 2005, 17:08   #14
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Re: warrenty returns
Medion wont manufacture the computers themselves. They will be buying them in from the far east and sticking their badge on them. The battery should be available from other manufacturers under a different part number.

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Unread 23 Feb 2005, 18:04   #15
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Re: warrenty returns
Quote:
Originally Posted by mist
the question is, how long CAN they keep it for? clearly the 28 days they mentioned are rather over.
it's not as though you're paying me now is it...
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Unread 23 Feb 2005, 19:04   #16
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Re: warrenty returns
He's paying you with adoration and love (and perhaps some rep points, the currency of GD).
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