I bought a Sony Vaio from a Sony Centre on 07Nov09. One of the USB ports was not working out of the box and a usb connector would go only half they way in. I went back exactly 7 days later and the guys at sony centre (after initially telling me that I cannot return it once the box has been opened) determined that the USB was indeed faulty. They still refused to replace it since there was a small scratch on the lid of the laptop and asked me to register the product and send it away for service. I have emailed them last week with the same query and have their response on email. The problem is that I cannot afford to send it away. As a customer can I still ask for a replacement or a substitute laptop while mine is repaired? What are my rights in this case? Thank you in advance for your reply.
tell them in writing that under the Sale of Goods Act you are rejecting it as not fit for purpose. You want a new, fully functional laptop, not a repaired one after a 3 week wait. Contact Citizen's Advice Bureau if you're at all unsure.
The products is only a month old, so its not for you to pay to have the product sent away for repairs under the Sony warranty. its the retailers duty to comply with consumer law.
But you have mentioned a scratch on the lid. How did this happen, because it could make a difference on how the issue is dealt with. Use the Consumer Direct link above, or call at your local Trading Standards, Consumer Advice Centre, CAB for their advice.