Argos review: Telling me I was out of warranty less than 1 year after asus repaired my laptop

MCN0CV128383507

I bought this laptop on 26th October 2022. The laptop had issues and will not turn on. I went to Argos to return as faulty and they said I should send it in for repairs on 9th February 2023 and just got a one line from Argos saying receipt for repair (see attached). I did not receive any contact details for the repair team with my returned laptop and my charger was not returned. I had to purchase another charger. The windows could not be activated and it says "windows reported that the hardware of your device has changed: error code: 0xC004F211". I had no one to call and did not know what to do. Out of frustration, I did not bother using the laptop until yesterday, 29th January 2024, a friend advised me to contact ASUS directly to request for the product key which I did. I asked for the product key but the Advisor asked me to send it in for repairs which I did however, this was rejected today, 30th January 2024 because it was out of warranty and I was asked to pay £45.

I contacted your colleague Gabriel who refused to give surname at about 12:25 on 30th January 2024. I explained that my laptop windows was working ok up until ASUS fixed it in February 2023 and the fault developed.

He asked why it took me a year to get in touch. I explained that there was no contact detail when my lap top was returned and I could not call ASUS to ask why my windows was not activated and I did not use the laptop again until I was advised by friend to contact ASUS. I said the issue of why it took too long for me to make contact when it was not working should not apply in my case s as it would have still had taken too long if I contact ASUS in October 2023 and ASUS would have fixed it.

He maintained that anyone could have deleted the product key or windows and tried to reinstall this and asked why did I not to this. I found this very condescending as there is an assumption that I have knowledge of how to fix laptop and maybe I am daft. I could not even bring myself to tell him that I was Autistic before he mocks me further. With my condition, I get very anxious when things do not work and there is no clear help in place.

I asked to speak to a Supervisor, he kept me on hold and came back to say there was none available. Should there not always be a supervisor on duty? I told him I wanted to make a complaint. He advised me to go online and make a complaint. He now proceeded to say that their is 60 day period where I have to contact ASUS if I had problem with repairs. I asked again how I would have known this if the details were not provided with my returned laptop and I purchased the laptop from Argos. He now accused me of giving him conflicting information saying that I told him that I did not use the laptop. Please listen to the recording. I made it clear that the windows had an error and I did not know who to ask for help and I did not use this laptop and continued to use my work laptop until a friend advised me.

I told him to end the call so that I can give feedback but the line was open until it finally cut about 5min later. Was this done on purpose?

I called again at 13:51 and spoke to another Advisor who gave conflicting advice and said I cannot talk to a supervisor as there is none and the line is purely for technical support.

Like I said, if the windows worked after ASUS fixed my laptop in February 2023, I will be a satisfied customer.

1. The laptop was returned to me with an issue. I could not activate the windows 10 which it came with. It was activated prior to sending it in for fixing.

2. There was no contact details provided with my returned laptop which would have helped me make an informed decision by disclosing I have 60 days to contact ASUS. The warranty should be extended for 1 year for this particular issue caused by ASUS as it did not exist initially or you just give me the product key. As advised by Microsoft this can be obtained from the retailer which is ASUS in my case and I will be on my merry way.

3. The laptop should come with windows 10 and I should not be made to pay £45 to have access to my windows 10 when the fault was from ASUS.

4.I should be provided with a charger as my charger was not returned to me with the laptop in February 2023 and I had to purchase another charger. See attached.