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Topic # 138683 13-Jan-2014 14:14 Send private message

A friend purchased a new laptop from a chain-store, and as she isn't (at all) technical, she paid an extra $100 or so to have them set it up and install the AV software they talked her into buying. Not what I would have recommended had she asked me, but she didn't. Even so, all good so far, she even paid for the extended warranty.
After 6 weeks, the hard disk failed, so she took it back for warranty repair, which they did without complaint. But, when she went to pick it up, it, of course, had a new hard disk in, and hadn't been set up. She asked them to set it back up for her, as she had purchased it from them in that state. They declined, brusquely, and told her that's not covered by the warranty and she's on her own.

So, my question is, should the setup have been covered? She's talked to me now, so it will get get set up properly, but if she had stamped her foot and said Consumer Guarantees, would she have been within her rights?

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BDFL
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  Reply # 966202 13-Jan-2014 14:46 Send private message

I would say no. Your friend bought a laptop and a service. The service was executed and the hardware fault doesn't seem to have been caused by the service so to all effects the service was correctly delivered to the required standards.





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  Reply # 966243 13-Jan-2014 15:06 One person supports this post Send private message

The manufacturer of that faulty HDD (or the entire laptop, depending on who fixed it) should be liable to cover the additional cost of setting it back up again. This should be a Consequential Loss as stated here: http://www.consumer.org.nz/reports/consumer-guarantees-act/putting-it-right




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