Broken Asus notebook, no help from retailer :(

Hi all,

my flatmate bought a shiny new Asus A6V notebook from a *leading* Tottenham Court Road retailer a couple of weeks ago and we've had nothing but problems.

It started maybe 7 days after purchase. She was playing Civilisation 4 and it locked up. From that time on, it locked up at random intervals (always withing 30 mins) during play!

The next day, it was worse... it would crash in less intensive games.

I spent some time running Prime and Memtest on it and it appeared to be a RAM problem (memtest failed it its first run, 30% in... machine just locked up). We had had them upgrade the machine from 512-1Gig of Ram before leaving the store so that part of the notebook had been touched.

So, day 10, she takes the notebook back to the retailer. They kindly listened, swapped out the RAM and ran it for the afternoon.

It seemed ok upon return until the first time she tried to play Civilisation 4 again. Suddenly it locked up again! We dig out the memtest disk and try to do a test and it fails in much the same place only this time, the machine doesn't restart. In fact, it doesn't even post anymore!

We tried leaving it unplugged for an hour (with the battery removed) etc and it just doesn't post. You turn the machine on, the fan starts, disk light comes on but no screen and no action!

She called the store 2 days later and they said to call Asus or bring it in and they would handle the warrenty claim. Unfortunately, when we brought it in, we were told that they would charge us for this service! When we asked for a replacement notebook they declined.

Unfortunately, we don't know the consumer laws in the UK so we don't know whether we can push the store for an instant replacement being that they did the memory upgrade and it failed within a very short period of time.

What should we do? What are our rights in this scenario? We deliberately bought from a high st shop thinking we'd get better service/backup but it hasn't worked out that way :(

what store was it?
did you get a receipt... are the terms stated on there?

this link might help you: http://www.tradingstandards.gov.uk/c...V0054-1111.txt

Say to them that you are going to go to trading standards because the laptop has never worked correctly. If you have receipts and can detail the problems then the shop will either have to get it sorted ASAP, get a replacement or refund you your money.

I shoudl warn you before hand tht i have dealt with asus laptop repairs and their service was downright disgraceful. It may have been an isolated incident becuase a lot of people rave about their hardware but there were 3 faults within 3 months since purchase and all 3 took more than 2 weeks to fix.

Following on from what loki said..

I've just had my first experience of contacing Asus and the supplier of my laptop (AJP) regards to an issue with my battery (known fault on the Z71v/Z7100 series) - Asus told me to contact AJP so (a few months later) I did (just now :crazy:), gave my serial number, was given a return number to write on the box and will post it ASAP. A faultless experience so far! :o

Take it back, ask for a refund.
They are required to by Law. There isnt even any "middle ground" here.

you should be able to get a complete refund on the basis that the quality of the goods were not to standard at the time of sale. It is unreasonable for a new computer to fail like that within that period of time. This avoids the complex issue of warrenties and guarenttees. You can get all of your money back without any "charges".

They attempted to fix the problem the first time, but it still did not resolve the issue. If i were you i would take it back and get the money, buy a computer from elsewhere

a very good rule of thumb is also to always buy on your credit card if the amount is significant or if you don't know the retailer well (just be sure to clear the balance before the interest free period finishes). credit cards offer extra protection when making purchases as they are part of the contract when you make the purchase. the credit card companies insure themselves against these losses, plus they have a lot more legal muscle when dealing with the retailer.

The local trading standards people will help you. I can't remember the specifics but statutory consumer lay means that if a product is faulty within a month of purchase, they are obliged to either give you a refund or give you a new unit. If you return a faulty device to the shop (not manufacturer) up to 6 months from when you purchased it you can claim a full refund. These are statutory rights so it doesn't matter what the shop shop policy is. The stuff they say is to dissuade people from using their rights. The law is on your side.

But in dealing with your particular problem, I would have suspected that they didn't set the memory timings correctly in the bios when they switched over the RAM. However now you say you have a dead unit so I'm at a loss.

hello chaps i am new to this forum but would like to let people know that i have a 6 week old asus laptop and it too has stopped working.

firstly, the laptop generated a lot of heat and is very uncomfortable when in my lap i think this cannot be normal.

secondly the computer has stopped working altogether now, it has a blank 15" screen and will not POST.

i tried the recovery discs that came with the computer but they do not recover the system either. I feel totally demoralised having lost some data and now having a machine which is only a few weeks old not fit for purpose what so ever. it definetly cannot be used on my lap and has no use as a computer at the moment.

I believe ASUS was probably not a good choice and how should i approach the supplier what are my rights can i get a full refund because i have no confidence in this computer:confused: ?

thanks

I would take the laptop back and demand a full refund as the item sold is not fit for the purpose it was sold. You should also get trading standards involved if they refuse to co-operate.

THIS site should help.
In particular THIS page should be useful.


From knowledge I'd say more than half the electronic dealers on TCR are dodgy.

Lol 2 minutes ago I rang where I got my asus laptop from because it's graphics card is going wrong.

Had this under 28 days and the retailer says he wont replace it unless its 7.

So it's off to asus for a repair *groan* ridiculous, don't expect it to happen under a month old.

Tell supplier you are rejecting the laptop as unfit for the purpose - and say you demand a full refund.

I don't have link handy but you can download the claim forms for the small claims court - where you sue the retailer its cheap and you will win if what you say is correct (timescale) . Only possible problem is the RAM replacement could be construed as accepting a repair (so by law you may have to accept a repair again - so its essential you see trading standards asap.

TCR dealers are the vermin of the pc mrket - no morals and as dodgy as they come.

My advice would be to go in on a saturday afternoon - take laptop to counter and argue there for a refund - do not allow them to ask you to discuss it elsewhere (office - quiet corner) and make sure you have at least one witness accompanying you.. Find the small claims forms (use google) download and print them - show them to the people in shop when you ask for refund.

The local trading standards probably have a massive file dedicated to these dodgy dealers.

Alhough I now live a long way away I used to look down TCR every few months. Excellent for looking at stuff - but never ever bought anything there - came close once - but the look on the salesmans face when I said I'd get a full refund if it proved unfit for the purpose! was enough to make me change my mind.

If you've had it for less than 28 days they have to replace or give you a refund, just take it in there and make your feelings known. Where I work if we had a laptop came in like that abd that sort of age it would have been replaced straight away, no arguing, no fuss.

Nope, they really won't budge. Ringing ringring ringing, always get through to the same rude guy that insists ONLY in 7 days.

Argggggggh, never again.

then for heavens sake contact trading standards - download small claim forms - fill them in and send them to them ..

Name and shame IMHO

how much was the laptop monkeybum?

Quote:

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Originally Posted by oclocker

then for heavens sake contact trading standards - download small claim forms - fill them in and send them to them ..

Name and shame IMHO

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Like oclocker has said, do that, also mention BBC Watchdog, usually gets them jumping. Do they by any chance have a head office ? Reason for asking is if they are perhaos a chain if small independant stores and go over their heads ?

Laptop was £693 which is crap loads of money for me :(

The thing is it's past the 28 days now because the ****ing company was pissing about...I really get wound up by these things but can never seem to perswade someone over the phone.

So, bring on me dad. The finincial advisor and someone who has studied law (many year a go I might add!). I've seen him angry on the phone and he's a genius :) :crazy: I'm gonna get him to ring friday when I see him, and cheers for tips guys. Been reading the standard trading stuff and I'll be filling in a form ready to send if nothing is resolved. If still nothing I dunno if I've got the energy and I'll just rma it.

Btw it was www.asuslaptop.co.uk and good prices but baaaaad service.

Quote:

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Originally Posted by MonkeyBum

Lol 2 minutes ago I rang where I got my asus laptop from because it's graphics card is going wrong.

Had this under 28 days and the retailer says he wont replace it unless its 7.

So it's off to asus for a repair *groan* ridiculous, don't expect it to happen under a month old.

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28days means nothing.
7days means nothing.

If its faulty, its faulty. Period.
Im sick of hearing companys come out with BS like this. Your contract is with them. If you tell them to deal with it, they have to deal with it. Even if it means they just directly pass it on to ASUS and add's another person in the chain.

Did you pay by CC ? If so, id seriously consider doing chargeback.
Goods failing that soon is not acceptable. Dont let them get away with it.
Dont settle for a repair - what else is going to go wrong ?
My advice : New machine or refund.

You know this business of 7 days etc is a load of cows poop, and I personally if it wasme would go in there and make an absolute a$$ of myself in there all day till they did something, did that before with a small item,took it back, wasn't fit for the purpose I bought it for and just stood there for an hour, rather quietly, lookign at the them every time they took some money from another customer and shot a dirty black look at the sales person who took my money, it wasn't long before the manager was out of his office to come and see me. Told him calmly the situation, he called the sales person over told him to give me my mone back, then to see him later to collect his P45 !! ha ha.

Right cheers, I'm defintealy gonna make a big fuss now :P :D Will mention everything you've said, and try and get something resolved. Refund would be golden but even a machine exchange I would be happy with.

EDIT: Btw paid with CC, is a chargeback a long legal proccess or just insurance cover?

Quote:

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Originally Posted by MonkeyBum

EDIT: Btw paid with CC, is a chargeback a long legal proccess or just insurance cover?

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To do chargeback you need to prove to the bank you have taken reasonable steps to get your money back without involving them.
This means you log ALL communication with them, no matter how small.
If you don’t get it back, and you have exhausted all other means, you go and tell them of the situation. If you have reasonable evidence, they will usually just give you a refund (MasterCard are pretty good at this), and then take it up on your behalf.

One of the most important things to remember is “be honest”. Don’t exadurate claims – they will come back and bite you in the ass.

It’s worth informing the bank via a letter, just to let them know of the situation and that you *may* be looking to take action down this route. Some will help you out in reclaiming your money via a non chargeback method, if it’s going to save them money.

And finally, Contact trading standards. Let them know of the situation. Who’s to say there are not already actions going on against this company?
Once you have informed them, they can tell you how to proceed. If the company then doesn’t do this, they will usually step in. As they have the power to close businesses down pretty quickly, there is usually little hassle after this.

Agent you're a star thanks so much :)

I've rung standard trading on advice, they say I'm defintealy entitled to a repair or replacement, a refund is a bit iffy but maybe. They've told me to send a letter (writing now) about all this shizno, and then take action from there. Great thing is 7-10 days for them to reply so I don't have to be sitting waiting for it coz I'll be on holiday! :D

Gotta revive my english skills now, but thanks for all advice everyons given because it might be going somewhere now :)

go to the store on saturday at mid day. start complaining as loud as possible and kick up a fuss, with a shop full of customers there not going to be funny for long, there going to save face, refund you and get you out the shop as fast as possible before they lose a lot of sales.

i did that at the UK's main major pc retailer, took me under 5 mins & they backed down as i threatend to stand outside with it and explain to all customers what was going on :)

Aye yeap but their only store is in london and I'm in birmingham so it's a bit of way out.

I've said in the letter though, the the laptop is in new condition except for the fault, it's boxed with all accessories with the manual still sealed so a refund should not be out of the question. And I said I would appreciate a refund, and I would of been happy with a replacement but because of my dealings with the company I do not want to be associated with them further (But in longer words and more sense).

hi guys

Not read in details all the problems you may have had but i would contact ASUS support directly on 0870 120 8340, i have had 2 notebook from ASUS, 1 for work and 1 for my wife. Had an issue once with one of the LCD’s, i sent a picture to the guys at ASUS support showing my fault and they diagnosed it and repaired it free of charge.

The repair was about 8 days and i had feedback from them regarding if my repair was covered in warranty fairly quick.

So my advice is contact them and send some picture of your issue to then. You might get your issue solved that way!

Quote:

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Originally Posted by Dave O

hi guys

Not read in details all the problems you may have had but i would contact ASUS support directly on 0870 120 8340, i have had 2 notebook from ASUS, 1 for work and 1 for my wife. Had an issue once with one of the LCD’s, i sent a picture to the guys at ASUS support showing my fault and they diagnosed it and repaired it free of charge.

The repair was about 8 days and i had feedback from them regarding if my repair was covered in warranty fairly quick.

So my advice is contact them and send some picture of your issue to then. You might get your issue solved that way!

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seems strange that you would be googling asus laptop probs as its fixed now and everything run smooth as could possibly be, i assume thats how you found hexus hmmm......