Laptop problems and its only 7 weeks old but Currys wont admit there is a problem.

[CraftyB]

Is there anyone who can help me please? I bought a laptop from Curry's PC world on the 13th Jan 2015 on HP and also got them to set it p insore. Around 3 weeks or even less the screen froze completly and the curzor completly disappeared. Took it back to where I bought it from and they checked it and nothing. Connected a mouse to the laptop and still didn't work. After pressing a bit of this and a bit of that they managed to unfreeze the curzor and loaded a disc into the disc drive to sort the problem. Asked what was the problem and was told a softwear hitch. 3 weeks later the same fault happend this time was told it was due to updates not being downloaded properly and that it was because the laptop wasn't being closed down properly. A week later the same thing happend! Basically taken the laptop back for the same fault 3 times in 7 weeks. The last time I took the laptop back they basically didn't want to know and said that there was nothing wrong with it. Can I legaly stop direct debit payments due to the laptop being faulty? At present the laptop is at the Currys branch that I bought it at after supposedilly being tested and they saying there is nothing wrong with it but there definately is a problem. My question is can I legaly stop direct debit payments for the laptoip and what will the consequense be if I did. Basically Currys are saying there is no problem with the laptop even thought there clearly is and wont do anything about repareing it and it is just there word against ours that there is a problem and we are just making it up.

[PAWS]

Re: Laptop problems and its only 7 weeks old but Currys wont admit there is a problem

Hello Crafty.
The finance arrangement may be with a third party so whether the thing works or not will be of no interest to them. If I was you I would start emailing their HQ. Try to get the name of the Curry’s employee who is telling you there is nothing they can do and send a complete (include exact dates the computer was brought back) history of what has gone wrong to their complaints department customer.services@currys.co.uk and if you get no joy then try Mr Sebastian James Chief Executive sebastian.james@dixonscarphonegroup.com . Curry’s /Dixons etc. are all the same group now.
Good luck.

[MissFM]

Re: Laptop problems and its only 7 weeks old but Currys wont admit there is a problem

This may help (or not) but I recently had a similar problem and was told by a sharky "expert" that it was a software problem (which would cost a mint to fix) but on taking it to someone else he showed me a little button on the top bit (one of the F nos.) that freed up the cursor. One of the software wizards on here would be able to tell you which one.

Also (thanks to [MENTION=45113]Flaming[/MENTION] Parrot) I installed a free programme called Malaware bytes which found some nasty looking things called Trojans and eliminated them.

As to stopping Direct Debits, I would guess that if the laptop is beyond repair after such a short time it's not fit for purpose but do wait for more informed advice as to the best way of going about dealing with this.

Good luck! x

[MissFM]

Re: Laptop problems and its only 7 weeks old but Currys wont admit there is a problem

Hello Crafty.
The finance arrangement may be with a third party so whether the thing works or not will be of no interest to them. If I was you I would start emailing their HQ. Try to get the name of the Curry’s employee who is telling you there is nothing they can do and send a complete (include exact dates the computer was brought back) history of what has gone wrong to their complaints department customer.services@currys.co.uk and if you get no joy then try Mr Sebastian James Chief Executive sebastian.james@dixonscarphonegroup.com . Curry’s /Dixons etc. are all the same group now.
Good luck.

Good point, Paws - look what happened to Rico!

Good advice, as usual, too x

[CraftyB]

Re: Laptop problems and its only 7 weeks old but Currys wont admit there is a problem

Thanks for the help will try and google to see if I can get the magic keys for reliesing the cursor. Better still will ASK when I go and pick it up and see what they say. All I want is for it to work. As rguards to getting names give me a name and I hound them like a dog! Was thinking of filming things on the phone next time I go in with the fault to get video evidence what do you think?

[Kati]

Re: Laptop problems and its only 7 weeks old but Currys wont admit there is a problem

Thanks for the help will try and google to see if I can get the magic keys for reliesing the cursor.

from what I can work out its either Fn F7 or Fn F9
although there's lots of youtube videos that can show you too:
try:
https://www.youtube.com/watch?v=1fzKGg24wnI
and:
https://www.youtube.com/watch?v=4d3vhi3gvL4
to start

[ostell]

Re: Laptop problems and its only 7 weeks old but Currys wont admit there is a problem

You are probably talking about F8 to start the computer in safe mode. System restore was probably used to undo the effects of any update. (Used it many times).

Now put it in writing to Currys that the computer continues to fail and is not of satisfactory quality. You will give them one more chance to resolve the problem to your satisfaction otherwise you will reject the laptop and expect a full refund of the money. You should also copy the company providing finance for the purchase and get them involved. I believe that they can also be held liable.

The bad move was getting Currys to set the computer up. I've seen quite a few bad set ups by Currys and PC World. They install a hoard of software that you don't really need and others that they expect you to pay for. If it hadn't got this far I would have said restore the computer to the factory state and go from there. (The procedure should be in the help files).

[Amethyst]

Re: Laptop problems and its only 7 weeks old but Currys wont admit there is a problem

just to add to Ostell's post, send any letters by recorded mail, especially to the finance company.

[CraftyB]

Re: Laptop problems and its only 7 weeks old but Currys wont admit there is a problem

You are probably talking about F8 to start the computer in safe mode. System restore was probably used to undo the effects of any update. (Used it many times).

Now put it in writing to Currys that the computer continues to fail and is not of satisfactory quality. You will give them one more chance to resolve the problem to your satisfaction otherwise you will reject the laptop and expect a full refund of the money. You should also copy the company providing finance for the purchase and get them involved. I believe that they can also be held liable.

The bad move was getting Currys to set the computer up. I've seen quite a few bad set ups by Currys and PC World. They install a hoard of software that you don't really need and others that they expect you to pay for. If it hadn't got this far I would have said restore the computer to the factory state and go from there. (The procedure should be in the help files).

Do you just press F8 or is it FN and F8 together

[glendale]

Re: Laptop problems and its only 7 weeks old but Currys wont admit there is a problem

You could try this - go into settings-then Hardware and sound -then devices /device manager .
Scroll down to mice and other pointing devices ,if any show up yellow then there is a problem .(double left click)
You can uninstall the driver -reboot and windows should reload driver on boot up .

[ostell]

Re: Laptop problems and its only 7 weeks old but Currys wont admit there is a problem

Do you just press F8 or is it FN and F8 together

Normally just F8 alone as the computer is starting up. Don't hold the key down, keep tapping it.
There are odd computers that need another key pressed as well but it is not normal.