Can a company force another repair on me for a different fault?

QYou took up my case in July last year (Issue 474) on the problems I’d been having with my HP laptop bought from Currys. Although it was initially fixed, the laptop’s been sent back for repair three times since then. Each time I asked for a refund Currys refused, saying they were allowed to carry out the other repairs because each time the fault was different. Is this allowed? Kelvin Jones

ANo it’s not. The cycle of repeat repairs consumers had to endure under the Sale of Goods Act was ended by the Consumer Rights Act, introduced in October 2015. During the first 30 days you’re entitled to a full refund for an inherent fault. After this the retailer is allowed to carry out one repair or offer a replacement. And we mean only one repair. It doesn’t matter whether the second, third or umpteenth fault is different to the first.

It’s disappointing that Currys doesn’t know this, but we’re seeing a lot of cases like this, so perhaps retailers need to better train their staff about the change in the law (although two years should be long enough for the message to sink in!). If this first repair fails, you’re entitled to a full refund within the first six months and a pro rata one after. Kelvin has had some use from the laptop, so legally he can’t expect the entire cost back.

We’ve contacted Dixons Carphone Warehouse, Currys’ parent company, about this case, explaining that Kelvin is due a refund, or a new model. We’ll politely mention that it would be lovely if he received a better laptop as an apology for the hassle he’s put up with. We’ll let you know if our powers of persuasion work.