Faulty Keyboard

A question about : Faulty Keyboard

My mate bought his 15 year old daughter a laptop for Christmas and last week one of the keys just fell off as she was typing. When my mate`s wife took it back to the store Pc World they said it had been dropped and therefore it was their fault, so afte a heated discussion she walked off.
The laptop has not been dropped and if it had then it would have scratches on it , and she told the store staff this at Pc World but they didn`t want to know. The laptop is in perfect condition, not a mark on it, except for this one key that has fallen off.

What are his rights?

Best answers:

• Within the first 6 months it is down to the retailer to prove the fault was not present at time of purchase. So basically as long as there is no other damage on the laptop, such as cracked case etc how can PC world prove laptop was dropped?
  Your friend needs to stand their ground and firmly ask for PC World to take their legal responsibilities seriously.
• the key? as in the little plastic thing? just pop it back on!
  I have to say (and I believe you are telling the truth), if I was in a shop and someone wanted to return a laptop because 'a key had fallen off' it would set alarm bells ringing. Keyboard keys don't generally just fall off like that plus it seems a tiny thing to want a replacement for.. given that the keys can be just popped back on. It could seem to the staff that you're using that as an excuse rather than a reason to get a replacement. Again - I don't disbelieve you, more pointing out how the staff probably see it. Maybe try fitting the key back on and then if that fails take it back and ask to speak to the manager directly.
• No offence but what idot buys a laptop from PC world, they are completly overpriced and as you now know have shocking after sales. If as you say the key just fell off then contact trading standards and explain you asked for it to be fixed but the staff refused and were rude. Tell them you now want a full refund. be polite and you should get. They buy in JL or online like dell or similar. Don't shop in PC world its for numpties should be called Numptie world!
• Well, some spectacularly bad advice there. I'm also dubious that a key can 'fall off'. My experience (and I have a fair amount in IT) is that a good deal of force is required to remove a key.
  That said, if the fault is genuine and was genuinely caused by a defect in materials and/or workmanship then PC World have a duty to repair the machine at their own expense. The OP's mate has no right to a refund or replacement at this stage and it's unlikely that PC World would offer either. Trading Standards would be the next step if that didn't work out.
• I didnt tell him to shut up, if you read my post I was asking him a question,
  not telling him something. The sentence started with 'Why'
• I bought a laptop from PC World, and im not idiot..
  It was a Toshiba, Duo Core 1.5Ghz Centrino Laptop with DVD writer etc for Ј250 (ex display). Meanwhilst, at cheshire oaks toshiba factory shop, same laptop Ј699.
  Toshiba U300-13U i think its called..
  Idiot, no thanks..
• OP, Keys do pop off, and pop back on.
  My son (15months old) keep pulling them off the Acer laptop, but we've worked out how to pop them back on. Not really an issue these days, but when we first had it, when typing the edge of the buttons would catch your fingers and hurt if you did not press the key in the middle.
  You may find that they will say that the keyboard was working when accepted at the time of sale, and that due to 'wear and tear' its failed, or been pulled off. You dont say what laptop it is, but changing the keyboard isnt that hard, and if needed im sure you could source another the bay or so.
  Then get local computer shop to fit it for Ј20 or so.
  Good luck,
  Regards,
  Alias