Do you have an issue you need put right? Which? is here to help get your consumer problems sorted.
I bought a £500 laptop from Laptops Direct in January 2020 and within six months a fault started to develop.
While I'm working, the screen flashes blue intermittently and occasionally freezes, forcing me to restart the laptop several times a day. I've lost work because of it.
I returned the laptop within the first six months for a repair, but Laptops Direct said it wasn't cost effective to repair. This was confusing as I bought the laptop new. I was referred to the manufacturer for a repair but they charged £30 to cover repair costs.
I've since taken the computer to an independent repairer who confirmed that the fault was present from purchase and that I'm entitled to a replacement.
I needed the laptop to work from home during the pandemic and I can't continue to work on a broken laptop. What can I do to make Laptops Direct take notice of the faulty laptop and offer me a replacement?
Luke Jeffery, consumer rights expert at Which? says:
Under the , you are entitled to a repair or a replacement for a faulty item and, if it is returned to the retailer within the first six months, it's up to the retailer to prove it isn't faulty - it's not up to you to prove the fault.
Because you were referred to the manufacturer for repairs you were pushed over the six month time limit in which you can return an item for a repair or replacement without having to prove the item was faulty when you bought it.
You shouldn't have had to take the laptop to an independent repairer. But since their report proves that a fault was present from purchase, it should help get you a replacement laptop.
Since you got in contact with Which? and used our to lodge a complaint, Laptops Direct has been in touch with you and offered a replacement laptop and a part refund of £60. It also offered to refund the £30 cost of the initial inspection.
We asked Laptops Direct to comment on your experience but it did not respond.
If you have a faulty product you're struggling to get returned, you do have options. Read our tips below and follow the links to our advice on what to do when you have a faulty product.
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