Damaged my laptop then claimed the warranty was void

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CEX Computer Exchange Ltd www.cex.co.uk
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Guest's review of CEX Computer Exchange Ltd www.cex.co.uk

“Damaged my laptop then claimed the warranty was void”

★☆☆☆☆

written by on 18/11/2013

The Toshiba laptop I purchased from Cex 8 months ago suddenly stopped working as the screen went blank. I returned it to the store in Leeds as it was still covered by warranty, I was told to return in a few hours. When I did, it was obvious that the laptop had not been tested, the sales assistant appeared very clueless like he was a new recruit. He went to speak to someone only yards away and within my earshot. He was told word for word what to say to me. He came back and said "he had been told to tell me that physical damage caused the failure of the laptop".

That I argued with as I knew no such damage had happened, unsurprisingly, they couldn't back up the claim. I was asked to return the next day when they would have replaced the hardware and the software. By the time I returned, a dent had appeared on the extractor fan which clearly wasn't there when I brought it in and I was told that was the physical damage. They then concluded that the dent voided the warranty , hence they could not refund or replace the laptop.

Again, the sales assistant had no idea what was happening, and was told word for word what to say. I asked to speak the person who had tested it and came up with the physical damage story, but that request was completely ignored. Finally, I was told they couldn't even replace the windows software as they had no key. I had to settle for Linux, a completely foreign software to me and was given no information as to how to use it.

I was completely disappointed by the inefficiency of the sales assistants, the arrogance of the tester and worse of all deliberately causing damage to my laptop and then claiming that the software failure was due to the damage.

I will never return to the shop or recommend it to anyone. I have used laptops before and have never had any laptop become faulty after 8 months. It has always taken at least 3 years before I noticed any problems.

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