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replace or pay for repairs??????????

(4 Posts)
bonkerz Sun 16-Aug-09 12:47:01

bit of a long one cos i need to explain the background a bit. Im just after advice really and if anyone has had the same issue!

i purchased a laptop off tesco last year...OCT 08....its a fujitsu siemens 2727.
About 3 months ago i noticed the disk drive wasnt playing cds etc and i checked in COMPUTER section on laptop but it was not listed as hardware.
i rang TTS (tesco tech support) who did a microsoft fix thing and my disk drive reappeared for about 20 mins. I rang TTS again who said i needed to do a full system restore as it sounded like a software error and if i sent it to be repaired to fujitsu they would charge for software error to be fixed but not hardware error IYSWIM.
Anyway.....i eventually got round to doing the full system restore yesterday and my disk drive reinstalled itself......fab i though and started ripping music onto laptop.....was half way through second CD and windows media player announced i needed a cd rom drive in order to play cds! my disk drive has AGAIN disappeared off my computer!

I rang TTS for a third time and they had a nose about my laptop (very technical but they log in and take over!) the tech guy said he couldnt find my drive and checked the BIOS etc and it was not there. He told me it could be a software issue but that he had tried everything and expolained it needed to be fixed via fujitsu as its still in warrenty.
he also said i had to ring fujitsu on monday explain whats happened then they would collect for fixing BUT if it is not a hardware issue (loose connection) then i will be charged for fixing of software problem.

this is where my problem/dilemma is really.

My laptop is less than a year old. i do not want to pay to get it fixed. I have done all i can including a full factory restore which meant all my saved stuff is now gone on my laptop. SURELY tesco should just replace or pay any charge to get it fixed????????
can i insist on a replacement??? can i insist tesco pay for fixing laptop?????

thanks if you have held out this long and are following my story!

lou031205 Sun 16-Aug-09 18:11:48

Your contract is with Tesco. You shouldn't be contacting fujitsu. You need to insist that Tesco deal with it. But they can choose to replace or arrange repair.

bonkerz Tue 18-Aug-09 09:47:05

excellent result......tesco have agreed to replace, new laptop will be here tomorrow

NetworkGuy Tue 18-Aug-09 12:38:19

That's good news. One of my suggestions if things had not been approaching satisfaction would have been using an external (USB) CD/DVD drive.

However, you might want to consider an external drive anyway, to store anything you already have on your PC. Or look at DriveHQ] as they have 'online' backup and restore - you can upload 1 GB (and download up to 400 MB a month) on their free account so you could copy anything important away to that before sending the old laptop away. (Or grab a USB stick 2GB to 16GB or 150+GB external drive if you have lots of files/ photos / music and not enough time/ inclination to copy things away for downloading later.

Also the Opera browser can be used to store all your bookmarks (it will import them from other browser you use) and then when your new laptop is in use, you just hit 'synchronize' off File menu and it will pull the stored bookmarks (aka favourites) back off the Opera server.

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