Faulty Laptop - Being Offered Credit Instead of Refund

ellave on 06/11/2018 - 18:49

Hello

I purchased a HP laptop 3 months ago from a store, after 2 months i noticed a fault with the screen so contacted HP & 1 months later I finally get the laptop back. The initial issue was fixed but it has new issue with the screen (extreme light bleed & glue on the screen from the repair) so needs to go back to them again. I contacted HP told them i've lost confidence in them repairing it again, its been out of service already for 1 month of the 3 I've owned it so I want a refund. They have come back saying I can return it to the store & get store credit, I've said that is not acceptable & I want a refund but they are sticking to the credit offer which I have from them in writing.

I intend to contact the store tomorrow as HP tell me they have not contacted them as of yet, so it seems strange HP are talking about store credit on their behalf, from reading up on the ACCC for a major problem a replacement, credit or refund are the options & my discretion on what I accept?

Hopefully the store will agree with me but just wanting to get some opinion from here before I speak with them?

Thanks

Computing Computer HP Laptop

Comments

  • HighAndDry on 06/11/2018 - 18:53
    +1

    Depends if the issue is a "major defect". What was the fault with the screen? Light bleed / excess glue doesn't sound like a major defect to me.

    • ellave on 06/11/2018 - 18:59

      Initial issue was large rectangle of purple in the middle of the display,they replaced the screen so that issue has gone. I know they had issues removing the old screen (the engineer told me) so it seems like they also had issue putting the new one in as the frame isn't attached correctly. The light bleed is like having torch shining down one side of the screen.

  • jnewau on 06/11/2018 - 19:02
    +14

    If you have been talking to HP direct and bought the notebook from a store, HP will issue a LOA (Letter of Authority) to the store and the store will be able to either order another one for you and receive a full credit on the original PO, or, get a credit from the distributor on the faulty unit and then pass that refund on to you.

    So there should be no reason why you shouldn't have a choice of a new unit or a full refund.

    Source - I work for a HP corporate reseller and am familiar with the process, the process is the same for retail

    • ellave on 06/11/2018 - 19:11

      Thanks mate, seems like the sort of answer i'm after. Is the LOA a standard template so its upto the store on what they do with it or do you know if it specifically states 'give them credit? I hope its the former as the HP agent i've been speaking to doesn't seem to knowledgeable on returns

      • jnewau on 06/11/2018 - 19:24
        +2

        Yeah it's a standard template, and it's basically a letter to the distributor rather than the store. It tells the distributor what to do when the store sends a replacement PO or credit request - this then allows the distie to make their claim on HP up the chain.

        Here's the actual text in an email you'll get from HP after they send one (references from a real case removed)

        "Dear XXXX

        This e-mail is in reference to the case number XXXXXXX

        The DOA Authorization letter has been sent to get the Replacement or Credit from Supplier.

        Please contact the Re-seller for further assistance with a copy of the authorization letter"

        You can see above it says either Replacement or Credit - it's your choice

        In most cases we see, HP will send the person logging the call (in our case thats us as we do it on the client's behalf) the LOA so they should send it to you.
        If they are a half decent store they will know what to do from there

    • ray6005 on 27/05/2019 - 00:53

      Hi , I believe I have the same issues, and HP support does issue me a letter of Authority for return authorisation to HP reseller.

      I would like to get an equivalent HP product, but JB hi fi need me to pay extra $1000+ due to the price I paid was heavily discounted on a run out model HP spectre x 2 (top range of spec).

      I try to get a refund as well,if I don't downgrade to get a lower spec/less functional laptop.

      Do you know if it's a general issues with hp reseller (jb hi fi etc) ?

  • ellave on 06/11/2018 - 19:30

    Thanks again, will see how i go tomorrow.

  • ellave on 08/11/2018 - 21:04
    +1

    So got the letter for HP today, i did speak to the store yesterday and they said a refund would be fine but this letter appears to contradict that. Will speak to the store again tomorrow and HP if needed

    "Dear Reseller, This letter is to authorize you as an HP reseller to provide the above named customer, in exchange for the returned defective product described in this form, with a new unit of the same or equivalent HP Product. Once the defect has been confirmed, please return the defective unit along with this letter according to HP's standard return process instructions. Thank you in advance for continuing to help support our customer. Yours truly, HP Inc."

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