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Advice needed faulty laptop under guarantee problems with Marks & Spencer
Hi,
18 months ago I bought a HP Pavillion DV6 laptop from M&S online for 429.00. I opened an account with them when I bought it and the laptop was delivered to our local store for collection. 4 weeks ago it seemed very noisy when operating a week later a warning message informed us that a fault had developed with the cooling fan and the laptop can no longer operate. I first took the laptop to the store I collected it from only to be told they could not take it back there as I didn't have a RAN number and I had to call their IT department to get that. I called the department who took all the details apologised and as it was still under their 2 year guarantee they would arrange for a repair. However the 3rd party who carries out the service was down the other end of the country and it would be better if the 3rd party arranged this direct with me. Phone numbers were exchanged and I received a call aprox 20 mins later from a very dubious person called Bobby. He informed me he would send out SAE lables and I would have to pack, box and then post the laptop to him in London, he added that it would be better if I also paid extra for signed for postage so he received it quickly. That was 10 days ago and nothing has been received (although a card today said the post office could not deliver an item due to incorrect postage being applied).
I am fuming now, I have been without my laptop which I use for work and my degree course for over 3 weeks I would like some advice on what to do next, could I demand a temporary replacement and do I have to run around like this because of dodgy 3rd party repair outfits?
Any advice will be much appreciated as I thought M&S were a reputible firm.
Thanks
18 months ago I bought a HP Pavillion DV6 laptop from M&S online for 429.00. I opened an account with them when I bought it and the laptop was delivered to our local store for collection. 4 weeks ago it seemed very noisy when operating a week later a warning message informed us that a fault had developed with the cooling fan and the laptop can no longer operate. I first took the laptop to the store I collected it from only to be told they could not take it back there as I didn't have a RAN number and I had to call their IT department to get that. I called the department who took all the details apologised and as it was still under their 2 year guarantee they would arrange for a repair. However the 3rd party who carries out the service was down the other end of the country and it would be better if the 3rd party arranged this direct with me. Phone numbers were exchanged and I received a call aprox 20 mins later from a very dubious person called Bobby. He informed me he would send out SAE lables and I would have to pack, box and then post the laptop to him in London, he added that it would be better if I also paid extra for signed for postage so he received it quickly. That was 10 days ago and nothing has been received (although a card today said the post office could not deliver an item due to incorrect postage being applied).
I am fuming now, I have been without my laptop which I use for work and my degree course for over 3 weeks I would like some advice on what to do next, could I demand a temporary replacement and do I have to run around like this because of dodgy 3rd party repair outfits?
Any advice will be much appreciated as I thought M&S were a reputible firm.
Thanks
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