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Hi All

I’m looking for some advice on a HP laptop arriving damaged…

We bought a collection of HP laptops from a re-seller and one arrived with a cracked screen. The re-seller says it has to go back to HP which we have done. However, HP have given us a £70 quote for repair as it’s not covered under warantee - which I can understand if we broke it, but not if it arrived damaged. I’ve spoke again to the re-seller who needs a returns number from HP if they are to act on it, however, getting that (along with the laptop back) is like pulling teeth as nobody seems to know what we are talking about.

Any advice would be appreciated.

Thanks

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If it’s arrived cracked then it’s not fit for purpose and the re-seller should accept it back and credit/sort out the exchange. Thankfully I’ve never had to deal with this as my supplier deals with it all for me. If anything is damaged, faulty I call them and then they deal with HP etc for me.

My two cents is that the re-seller should be sorting this out for you as it has arrived damaged and therefore not in an acceptable state for use.

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Hope you get it resolved…sucks when stuff gets damaged in shipping.

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I agree, it’s the reseller’s responsibility and they can take it up with whoever shipped the package.

If this ever comes up again, I would ask the reseller for a RMA (Return Merchandise Authorization), send the damaged computer back to them, and they should either send a replacement or refund the order.

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This is clearly down to the reseller. It is up to them to take back the damaged unit and replace it. Sale Of Goods Act is very clear and they cannot duck their responsibility. It is down to them to deal with HP, not you. If they argue, get shouty and escalate. I have had to do this a couple of times over the years, and each time, once the reseller realised I was not going to be fobbed off, I got what I needed.

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Thanks guys. I just need to get it back from HP in Poland now!