HP agrees to repair laptop with faulty graphics card

We started investigating a complaint for Marion Bacon a while ago, long before even reporting it.

We can now tell you about the successful outcome of the case.

Mrs Bacon had bought an HP 9000 series laptop from John Lewis that she believed had a faulty graphics card.

Now although HP had issued a notice saying that for some models this was the case, not all laptops in this series had the fault.

Our task was determining if this was the case. And it took some time. It wasn't helped by the fact that Mrs Bacon lived in Spain for much of the year and only briefly visited the UK.

We managed to ascertain that her laptop was one of those that was affected by the problem. As she had bought the laptop directly from John Lewis, under the Sale of Goods Act it was this retailer's responsibility.

John Lewis was in fact very helpful. It said it would assume full responsibility if the laptop was inherently faulty. But it also offered to pay half of any repair cost even if the model was not one of those affected.

We also contacted HP because it had promised repairs for people with these faulty laptops.

After many phone calls and emails and a very helpful HP contact, Mrs Bacon has had the laptop repaired by HP.

This was the easiest way to get the problem sorted out as she was out of the country and shipping the laptop back to John Lewis in the UK was an extra headache for her.

If you have an inherently faulty product you can still get redress.

Under the Sale of Goods Act you have up to six years (five in Scotland) to seek redress.

However, you should contact your retailer in this instance. The HP alert is proof that there is an inherent problem with the product although you may find that you have to prove your problem is one and the same.

See our original story here.