Below's a reply from Harrods..
Dear Mr Ren,
Thank you for informing us about your recent experience with Harrods Technology.
We empathise with you in regards to the response you received that did not meet your expectations and we now hope to clarify your situation so that you have a better understanding of why we have reached our decision.
When a customer wishes to refund an item, we are more than willing to do so, given that the item is brought back to us within a reasonable time period of 14 days and that the product is in an “as new” condition.
If a product has an inherent manufacturing fault the customer would also be entitled to a full refund or replacement. To clarify, an inherent fault is one that is present at the time of purchase.
• an error in design so that a product is manufactured incorrectly
• an error in manufacturing where a faulty component was inserted.
The Sony SVP13M ultrabook that you purchased has been very popular with our customers and we have not had any faults similar to your circumstance reported to us. Furthermore, we have contacted Sony who also reports that there are no known faults with this model.
The SVP13M uses industry standard chiclet type keys which are the dominant technology behind the majority of notebook keyboards currently on the market.
Since you have said that the key popped off on the 13th day of your ownership, this dictates that the machine when given to you at the point of sale and up to the 12th day of your ownership did not have this fault.
On the 13th day you contacted us regarding the fault of a popped out key.
Under the inspection of Caudel Morgan, and also mentioned by yourself, the back of the key (in particular where it would usually fit back on to the keyboard bracket) had a bend which inhibits the key from being placed back into the key frame and resuming normal functionality. This is evidence that suggests that the key has been physically dislodged causing the plastic legs behind the key to warp. We do not consider this an inherited manufacturing fault but believe that excessive force was applied in a direction that is not associated with reasonable usage.
Your statutory rights mentioned in your email and letter would be honoured without hesitation had the nature of the fault been caused by a mechanical manufacturing defect. However, in this case, we are unable to offer a refund or replacement due to the earlier mentioned reasons.
It is important to us that you enjoy all the products you purchase from us and that you get the best use from them. To get your keyboard back to its full working order, Sony will repair it for you as part of a chargeable service.
To make the organisation of the chargeable repair as easy as possible for you we will be happy to make all of the arrangements on your behalf, ensuring that your SVP ultrabook is sent to Sony, repaired & then returned to your home address.
Should you wish to make the arrangements yourself, Sony can be contacted directly on either 0844 8466 555 or via their online website at http://www.sony.co.uk/support/en/repair.
If you would like for us to make all the arrangements on your behalf please simply contact us to let us know.
At Harrods Technology, we take customer complaints seriously and endeavour to offer a clear & prompt response to all of our clients; as such I trust this letter has now clarified how & why the decision has been made and the options now available to you.
Should you have any further questions regarding this matter then please let us know by email at [email protected] or, alternatively you can contact us by phone at XXXXXXXXXXX