My HP Envy laptop cost £900 and developed a serious fault about 13 months after purchase. It was charging when I suddenly heard a popping sound and noticed a burning smell. An engineer found that the Wi-Fi port had burned out and that the damage had spread to the main board. The estimated repair cost is £550. I contacted the retailer to make a claim under the Consumer Rights Act, but they said I must pay £75 for an inspection to determine whether the problem was caused by a manufacturing defect or by something I did. The engineer's report does not explain what caused the failure. How likely is it that the claim would succeed, and is paying the £75 assessment fee worthwhile?
2 Answers
The key issue is what caused the failure. Damage from liquid, impact, or using an incompatible charger could be treated as user damage, while an internal component failing during normal use may support a claim. Because the laptop was more than six months old, you would generally need evidence that the fault was present when you bought it or resulted from an inherent defect. The existing report only identifies the damaged parts, so it may not be enough to establish liability. Ask the retailer whether the £75 is refunded if the inspection confirms a manufacturing fault, and get the inspection terms in writing before paying.
A laptop suddenly popping and giving off a burning smell while charging sounds serious, but that alone does not prove a manufacturing defect. The inspection should ideally establish why the Wi-Fi circuitry failed, whether there are signs of liquid or physical damage, and whether the charger and charging setup were appropriate. Without that evidence, predicting the outcome is difficult. Keep the laptop and charger, receipts, and all reports, and avoid attempting further repairs before the assessment.
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