Faulty Laptop Returns with Very.co.uk

A question about : Faulty Laptop Returns with Very.co.uk

Hi All,

I would like to return my faulty laptop and I'm not sure where I stand, it is proving difficult.

So, I bought the laptop 6 weeks ago and a week after receiving it the touchpad had some issues, as it is new and still under warranty I sent it to the Acer Service Centre to be repaired. 2 weeks later it returned and all seemed fine until yesterday when the same technical issue reoccurred.

I can send it back to Acer for repair again but I feel that will be fruitless so I asked Very's electrical goods return team for a refund, twice. The first call resulted in me just being transferred without my asking to Acer technical support and the second call I was told I have to send it to repaired before I can get a refund. I feel like I'm in a system loop.

Are they allowed to do this? Surely, they have to give refunds on faulty goods. Can I get a full refund and all my money back from Very? Thanks.

Best answers:

• When you say you have to send it for repair before they will refund, can you clarify what they mean?
  Are they expecting you to accept another repair and if that fails they will refund?
  Are they wanting you to send the laptop back for Acer to confirm the fault before they will refund - this is not unreasonable as Very themselves won't be able to confirm the fault?
  Something else?
• You need to tell Electrical Aftercare you want Shop Direct that you don't Acer to take care of the SoGA obligation they will take over
  Or ask to speak to Customer Excellence and you are willing to put the complaint in writing. That usually puts things in to gear.
• What repair was carried out last time?
  There have been a lot of issues with all brands if laptops havering mouse function problems due to some windows updates lately. If that is all that is causing your issue and not a physical fault then you have no rights to reject the laptop for a refund.
• After emailing them they want me to send it in for a second repair and if it should break again then they will offer me a refund.
  I have been looking at SoGA and I am lost with all that but I am sure I am within my rights to get a refund.