Is there a precedent for how long a 'reasonable' time to complete a computer repair might be (under an extended warranty scheme) ?

[hub2dee]

I bought an Apple laptop a few years ago together with 'Applecare' which extends the support (telephone as well as parts and labour for repair) from one year to three.

The soundcard died and a tiny blue line was (barely) visible on the screen (though the computer still worked), so I took it to an Apple store to be sent off for repair about a week before this three year cover expired.

They have now had it four weeks (apparently they are currently waiting on a back-ordered part), and they tell me six weeks must elapse before any kind of recompense / replacement laptop can be discussed.

I'm about to write / fax them with a complaint as I'd dearly love my laptop back, but am wondering what might be deemed 'reasonable' (or what infact is legally enforceable) wrt how long a repair can take under a similar scheme. (As far as I know Apple administer their own scheme, this is not an underwritten thrid party warranty IYSWIM).

I understand their maximum liability would be only for the cost of the scheme were I to claim against them, but wouldn't mind money / discount off a new computer or else a refurbished replacement (even if temporary).

Any comments / input ?

Applecare T&Cs pdf.

Currys are the same.
They stole my digital camera for 2 months and returned it even more knackered that when it had been sent off.
You have my sympathy.

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I believe it's just one of those "reasonable" things. No precedent because it all depends on individual circumstances. so if you needed it for work then it would be unreasonable of them to keep it for 6 weeks. if, however it's just for messing around on of an evening then I think they'd be within their rights

You may however be able to complain to someone "higher up" and try and get them to prioritise it, or even request a part-refund

sound like too long to wait to me, tell them you need it for your business

My Sony Vaio took 8 weeks to be repaired and sent back via Comet.

On the other hand dh fixes computers and has his own business and people get stroppy with him if he takes more than 24 hours lol

Thanks for the input. I guess I will draft a moany letter...

have just read the small print in hope of a get-out clause, but no joy. Good luck with the letter...

We took a dvd player (still under warranty) back to Dixons for repair, and in teeny tiny print it said if they couldn't repair it within 28 days they had to replace it.
So on day 29 when we went in and said 'So, is it ready then?', they sucked their teeth and said 'ooh, could be another two weeks' and we said, 'fine, I'll take the replacement.'
Caused a great deal of fuss, I can tell you - shop-floor-boy didn't believe us even after reading the T&Cs himself and had to call the manager. Ended up with a shiny new Sony - very pleasing!

Hope you're as lucky as we were...

Thanks for taking the trouble to have a look Mrs. B. The warranty is good in that it'll get fixed eventually, but without a window of 'acceptable time for repair' it does become somewhat meaningless.

Hub2Dee, just stumbled on this thread from your link on my ipod thread and it has raised another issue for me!

A while ago my digital camera, still in warranty stopped working.

I sent it in for repair through currys and they said that if it wasnt ready in 4 weeks we were entitled to replacement.

After hearing nothing, 5 weeks later I rang to see what was happening. Oh, yes, we have had it for a long time come in tomorrow with your receipt to get an exchange.

The next morning they ring up to say that they found sand in the unit so wont be covering it as it is accidental damage. B*STARDS

I know that nothing accidental happened to damage it. I was at a wedding taking some pictures then it just stopped working - mid picture taking.

Even if they are right about sand shouldnt the 28 day thing stand anyway as either way it took 5 weeks to hear anything??

I also find it big co-incidence that we heard nothing but very next morning after replacement promise they find sand and cant help us.

Grrrr Im really annoyed - ipod and camera within a month KAPOOT how will I live.

That's irritating. Obviously it is hard to argue either way that the sand caused it, but I'd focus on writing a really shirty letter saying that REGARDLESS of what caused the fault, they failed to honour their 'repair in 4 weeks or replace' policy. It's not your fault their workshop doesn't keep pace with their marketing promises. Maybe MrsBadger's experience can inspire you to sort a letter and growl alot ?

hub we had a similar problem with tumble dryer last year, 11mo at time. Was 38 weeks pg when it broke. Comet said hotpoint insist on dealing with own repairs, it took 5 weeks and they had covered themselves by having the policy that 6 weeks was a reasonable time. Grrr Think it just has to be "reasonable" and of course what is a reasonable period of time is subjective, which is how most companies get round the issue.

I would write to them stating both a time period and a specific date by which you expect your laptop to be repaired and returned- say 14 days from letter, x of august. Also state what you will be seeking if that does not happen. Good luck!

Thanks. It sucks doesn't it, I mean what's the reasonable period of time to walk around with dirty clothes ?

A friend mentioned the thread of a credit card chargeback for the product usually gets them v. v. antsy indeed, but it's not something I know much about.

Me neither, but am sure someone will. Did you pay for extended warranty on credit card? Maybe have a word with cc co? Clutching at straws I know. Or just take to ringing them twice daily

Thought I'd post an update to how this was going incase anyone is ever in a similar position, or this hits a sweet-spot in google ranks etc.

Well, I chased Apple at four weeks by phone and was told they couldn't entertain compensation or issue discount vouchers / replacement laptop etc. until 6 weeks had elapsed.

I thought that was somewhat crap but if that's their policy, fair enough. To that end, I wrote to them after another week ('signed for' delivery, to the UK and the US head office) so there was a record of my complaint, outlining that I found it unacceptable to be without a business tool for so long (essential to my photography work) and that if my laptop wasn't ready when I came back from holiday (yesterday, that would have been nearly 8 weeks since I gave them the laptop for repair) I would file a claim in the Small Claims Court for the cost of the laptop and the extended warranty, or initiate chargeback proceedings with the credit card company. I also made it clear that I did not want to do this and thought their products were excellent, I was a Mac evangelist etc. etc.

Long and short of it: I got an e-mail whilst away saying the laptop had been returned to my local Apple store unrepaired and that the store would like to apply on my behalf for a brand new (stonkingly up-to-date and powerful) replacement laptop for me from Applecare !

Unbelievable ! My computer was three years old (1 GHz, 60GB HDD, 512MB RAM - admittedly the top of the line product at the time), and they were proposing to give me one with a 2.16GHz chip - new Intel architecture - 120GB hard drive, 1GB RAM, built in iSight camera etc. etc. - the top of the line one in their current range !).

DW just picked it up from the store and it is now in a box by my feet and I am so excited I cannot open it. LOL. It's my birthday tomorrow and this is a FABULOUS present. What a result. I am delighted Apple delivered such excellent customer service, albeit somewhat slowly.

I should open it now, shouldn't I, and not wait till tomorrow, right ?????