I purchased a laptop in January this year. In July, the battery began malfunctioning. It would drop to around 30–40% and then shut down abruptly. Attempting to restart it without connecting to the charger was futile; only when plugged in would it power on, still showing the same 30–40% battery level. Matters worsened when it eventually refused to switch on at all without being connected to the charger, despite showing battery levels as high as 60–70% once powered. At the beginning of August, I returned the laptop to the store to report the battery issue. I left it with one of the staff members for diagnosis, and their feedback was that the battery was no longer functional. I accepted that diagnosis and asked about the way forward. I was told the matter would be escalated to the manager. Unfortunately, my efforts to obtain the manager's feedback were met with ignored messages and dropped calls. I relayed this to the staff member I had initially spoken with, who later informed me that their manager was out of the country and could only assist upon his return next week. I was advised to collect my laptop in the meantime and wait until the manager was available. This has left me feeling deeply disappointed. I purchased this device in good faith and have received little to no meaningful support in resolving what I believe is a legitimate concern.
I think you 're right to be disappointed. You spent a lot of money on a laptop and you deserve better. In fact, you deserve a lot more. My first concern is that on the receipt you were given, it says "No warranty on hardware". Seriously? Do they understand nothing about consumer rights? Don't they know that Section 16 of the Consumer Protection Act clearly says that a consumer can return a faulty item within 6 months? Saying there's no warranty is ridiculous.
It gets worse. The device you bought was described on the receipt as a "MacBook Pro 2016" which was a warning. Why is a device from 2016 being sold in 2025? Clearly because it's second-hand. I checked the serial number of the device and Apple reports that this laptop was first sold in November 2018. So obviously not new. Did they disclose that to you? Apparently not.
I contacted the store and they came up with a lengthy list of excuses, none of which matter. They are selling devices improperly and I suggest you contact the Competition and Consumer Authority and ask them to intervene. This needs to be stopped.
Can they repair it?
I purchased a Samsung phone on June 30th. On July 14th I returned it because the phone wouldn't charge. I walked into their shop a few times in the last couple of weeks to check. On my last visit I told the shop manager that given that the phone was bought new I think they must just replace it. My suspicion was that since it's taking the repair centre lots of time then there certainly must be a problem with it. Today, I went in again and he told me like he did last time that his boss is insisting on giving me back the repaired phone. I left it, didn't take it and told him I'm going to have to inform myself before accepting it back!! If I ever will accept it. Am I wrong in not accepting the repaired phone?
Is this another supplier who doesn't understand how they must treat consumers?
Section 16 of the Consumer Protection Act says that if a consumer returns a faulty product within 6 months of purchase, they must either repair it, replace it or refund the customer. However, it's up to the store to decide which option they choose. They CAN choose to repair it. However, what they often forget is that the Act also says that if the same problem occurs again within 3 months, they can't try to repair it again. Then they must either replace it or refund you.
Shall I explain this to them or will you?
Is this another supplier who doesn't understand how they must treat consumers?
Section 16 of the Consumer Protection Act says that if a consumer returns a faulty product within 6 months of purchase, they must either repair it, replace it or refund the customer. However, it's up to the store to decide which option they choose. They CAN choose to repair it. However, what they often forget is that the Act also says that if the same problem occurs again within 3 months, they can't try to repair it again. Then they must either replace it or refund you.
Shall I explain this to them or will you?