Bad warranty handling
Bought an Omen 15 Laptop in the middle of 2018. A couple of weeks immidiately after arrival, the screen started to chafe against the bottom chassis by the right side hinge. Top cover was replaced under warranty. Now, 2 years later (I have a 3 year extended warranty), same problem occurs and the laptop is sent in for repair.
After 3 weeks, which is the maximum handling time for a laptop under warranty in Sweden, I stated that I want my money back due to this, plus interest and compensation for at secondary laptop that I had to buy since I have an proven urgent need of a computer. All of this is stated by Swedish law:
Konsumentköplagen: 9 §, 10 §, 14 §, 32 §, 44 § 2 st
Räntelagen: 2 §, 2 § 2 st, 5 §
They approved my money back, but declined interest and compensation. No explanation was given to why applicable laws does not apply. I have asked them several times why they feel like the applicable laws does not apply, but they will not explain, only stick to their original offer of Buy Back. Their final decision was made 2020-12-01, 2 months after the repair shop first got the laptop. I have been without it for 2 1/2 months which is totally unacceptable!
The case is now sent forward to Allmänna Reklamationsnämnden (ARN) which will make a decision for them.
I have had countless problems with both the computers themselves (3 in a row for the last 7 years), but at least as much problems with their customer support and handling through the years. I have always been compensated accordingly in the end, but only after extensive phonecalls and emails with staff that does not know their obligations as a retailer in Sweden. And they always compensate to the minimum, don´t expect an easy road.
Avoid if possible.
2 December 2020
Unprompted review
