I’m in need of advice regarding my new netbook that I bought from digitec.

I bought the laptop online and it arrived in my mailbox. After I opened it and started it up, I noticed imperfections in the assembly of the machine. To be more precise, one of the hinges was skewed so the lid and the body of the netbook weren’t in line when closed.

I complained right away by sending an e-mail with pictures illustrating the problem. Since a reply wasn’t prompt, I called them, but all the information I could get was that if I wanted my money back, I could get the full amount, minus 150CHF (because I already started up the system), minus shipping (also at my expense). After I tried explaining again that I didn’t want my money back, but just a replacement (since I paid for a new one), they told me I should wait for a reply to my e-mail.

After a couple of days the reply arrived, and they said I should directly contact the manufacturer (Acer). I did so, and they told me I should send them the laptop (I paid for shipping). They ignored my question about the possibility of a replacement netbook.

I got the fixed laptop back 10-15 days later, just to find out that the camera doesn’t work. Already at the end of my tether, I wrote an e-mail again reporting the problem, and asking again for a replacement. My question was ignored again, I was asked to send a laptop back for repair.

Now, the question is – is this normal? Shouldn’t it be normal for them to provide me with a brand new netbook instead of fixing this one? Can I also ask for reimbursement for shipping? In the end, it’s not just money....I ordered this netbook at the beginning of January, and I still haven’t be able to use it!

Since I am not sure of what I can demand and what I can’t, I am hoping to hear from someone with more experience.