Do I have a solid case to go to Trading Standards with?

Question

Hello, around 4 months ago I bought a brand new touch screen laptop. I was happy with it until one day I accidentally broke the layer of touchglass underneath the screen by picking it up. I decided it would be cheaper to go to a computer repair company, as the supplier were going to charge just for looking at it. Eventually I chose a business in the centre of Birmingham (where I study at university). I told them the details and sent it off for them to examine and fix, they told me it may take up to 4 days. After 4 days of not hearing anything I rang up and asked them what was happening, they responded telling me that upon inspection something else had broken, and they needed more time to secure a part for the best price. I allowed them to carry on with their work, however after another week of not hearing anything I called up again, once again they explained they were looking for a part for the best price. Finally a few days later I got sick of them holding on to my laptop and not doing anything, so asked to just have it back and I would give it to someone else to fix, as I was returning home for the weekend. I called up and told them I was coming to pick it up and they said that was fine, but there was going to be a £50 diagnostic fee. At this point I was so desperate to get the laptop back I agreed to pay for fee. However, once I got there and looked at my laptop, I discovered they had broken it further! They had literally shattered the glass screen while trying to take it off. At first they tried to blame me saying that is how they got it, however I showed them that I had photos which I had taken of the damage before hand. They then changed their story to say it must have been dropped while it was being fixed. I then asked them what was going to happen and the technician was very sketchy and simply said his manager would have to sort it out. After waiting for the manager to arrive I complained to him. After speaking to the manager he revealed that a different technician broke the laptop while examining it, and that the hope of them finding a "new part" was never an option, instead an excuse for while they thought of what to say to me. He said he would not charge me the £50 and that we would leave it. I left after having them sign the receipt saying they had cracked the screen.

As a student, until recently I have been very busy, so I did not have time to deal with the problem. However, around 3 weeks ago I called up asking to speak to the manager about getting compensation for the laptop (as I had to buy a brand new one). I was willing to negotiate at this point. However, after 3 weeks of continuously calling up and being told "The manager is busy, I will have to get him to call you later, what is your contact details again?" every day I have decided to follow on the advice of others and simply go to trading standards about the company. Do you think I have a solid case to do so with? Cheers, Jack.

Answer 1

Read into their terms and conditions. Whenever i carried out technical repairs i put in the clause of "holding no responsibility for further damage which may take place to components on the process of repair"



As this can happen very easily with computers. Especially if a unqualified muppet has bodge jobbed it together before.



I dont think the company has been that bad to you. They could have charged you the time of repair process taking place. You have had your laptop with them, covered under there insurance incase of fire/theft, professionals examining it, researching best prices for parts.



I cant see how they have ripped you off at all. You perhaps should of sent this back to the manufacturer/supplier as you using the cheaper option has now voided any warranty for the product.



Unfortunately no i don't think you have much of a case with trading standards. You knew the risk (or should of been aware) and took it. You wanted it done fast and cheap its the risk you take by voiding any warranty and letting 3rd party organisations (non certified by the manufacturer) get involved.

Answer 2

You do have a good case but surely you know that Trading Standards are just as useless as the shop you took your laptop to. They will take months maybe even a year to read your complaint and then if they have time to investigate a small laptop case, they will look into it. Most probably they will just throw your complaint into the bin as they are not bothered and only like dealing with big cases involving thousands of pounds.



You should not have accepted the stuff you did above claiming you were too busy. You are just a student and you have lots of time on your hands, you are not like a busy executive making thousand pound deals every minute. Stop pretending to be so busy and deal with a problem properly when it arises.



Chances are you have lost now and you will get nothing back from the shop because of the bad way you handled the whole affair.

Answer 3

A solid cause to do what?



Trading standards are there to ensure companies operate to a cetain business standard, and have nothing to do with any losses you may have suffered.as a result of their business



you want to get some money back then you sue the company



but as already said- the screen was already broken and needed replacing, so it CANT have been broken "further"



So what exactly could you sue them for?

You took a laptop that needed a screen replacing

You got back a laptop where the screen needed replacing

The fact that the screen after was in a worse condition than before wont cost you any more than replacing 1 screen

Answer 4

This is complicated.



The screen was already broken by you, they made it much worse.



I can more or less tell you what is going to happen - NOTHING.

You will be unable to prove the damage was not caused as a direct result of the existing damage and their "careful removal of the screen" Because that is exactly what they will claim happened. Regardless of how stupid they actually were in removing it.



If you take them to a small claims court - the judge will set aside judgement on the grounds the screen was already broken and required replacement, any amount of extra damage would not change this fact. No costs or detriment was caused as a result. Therefore no payment to you could be awarded. Write to Nottingham Small claims court advice yourself they will tell you the same thing.



So my advice is send it off the manufacturers and pay them to do the job themselves.

Answer 5

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Answer 6

Nothing to do with trading standards - they are not making false claims. If they won't compensate you, take them straight to the small claims court.