Consumer Rights: MoneySavingExpert.com discussion

shaggy

It is time I called upon the help of this thread again. I bought a Neatgear router from PC World a few months ago (definitely less than one year). Unfrotaunately over the last week it has started playing up -- connection has been on and off and today refuses to connect to the Net full stop. I verfied its the router not my ISP by trying another spare router I have and lo and behold no problems.

Anyway, what right do I have with PC WORLD to return or get the router fixed? Unfforunately I do not have the receipt handy - i probably have it somehwere but it will take time to find it. Can I go to PC world and demand a repair or refund without a receipt?

Art_2

shaggy wrote: »

It is time I called upon the help of this thread again. I bought a Neatgear router from PC World a few months ago (definitely less than one year). Unfrotaunately over the last week it has started playing up -- connection has been on and off and today refuses to connect to the Net full stop. I verfied its the router not my ISP by trying another spare router I have and lo and behold no problems.

Anyway, what right do I have with PC WORLD to return or get the router fixed? Unfforunately I do not have the receipt handy - i probably have it somehwere but it will take time to find it. Can I go to PC world and demand a repair or refund without a receipt?

Knowing PC World they won't be very helpful if you can't produce the receipt or some other proof of purchase. Do you have an entry on a bank statement or credit card that shows your purchase?

If you can't find any evidence you will just have to be persistent. A call to their head office may be necessary.

The above comments apart you can demand a replacement, repair or a refund under the Sale of Goods Act.

Regards,
Art.

tiggers_2

hello, Just trying to find out where i stand, before i contact PC world. I bought a LCD TV from them in March 06, it has developed a problem this week. We have bank statements etc, but would like to know what, if anything, i could ask for from PC World. Thanks in advance.

Art_2

tiggers wrote: »

hello, Just trying to find out where i stand, before i contact PC world. I bought a LCD TV from them in March 06, it has developed a problem this week. We have bank statements etc, but would like to know what, if anything, i could ask for from PC World. Thanks in advance.

Tell them it is not reasonable for the product to have failed in such a short time and under the Sale of Goods Act they should repair it for you free of charge.

If they refuse you can go to the Small Claims Court.

Regards,
Art.

Matty007

I have bought a Philips PC from PC World approx. 18 months ago...ok...ok....should of known better.

It cost £1000 and up to now havent had any problems.

Today tried to turn the PC on and it just died on me.

Now i am about to contact PC World.

Now as it is out of their warranty I am prepared for a rather unhelpful response from them.

Now the problem is that I do need this PC repaired pretty quickly as I use it for work.

I am assuming that it has not functioned for a reasonable time and I should be covered by the Consumer Rights Act.

I am to retreive all the data without interferring with the machine.

How would you guys play this one ??

Any advice would be greatly appreciated.

Cheers Matty

Art_2

Matty007 wrote: »

I have bought a Philips PC from PC World approx. 18 months ago...ok...ok....should of known better.

It cost £1000 and up to now havent had any problems.

Today tried to turn the PC on and it just died on me.

Now i am about to contact PC World.

Now as it is out of their warranty I am prepared for a rather unhelpful response from them.

Now the problem is that I do need this PC repaired pretty quickly as I use it for work.

I am assuming that it has not functioned for a reasonable time and I should be covered by the Consumer Rights Act.

I am to retreive all the data without interferring with the machine.

How would you guys play this one ??

Any advice would be greatly appreciated.

Cheers Matty

It is unreasonable for an item costing £1000 to break down after only 18 months. This is covered under the Sale of Goods Act.

Unfortunately you are dealing with a company that has little regard for consumer rights. Tell them you want the PC repaired free of charge and if they refuse write to their head office telling them they have 7 days to deal with your problem or you will go to the Small Claims Court.

If you go to court you can add any loss of earnings or expenses into your claim.

The address for the head office is:

John Clare,
DSG Ltd.
Hemel Hempstead,
HP3 9QN

Regards,
Art.

Matty007

Art wrote: »

It is unreasonable for an item costing £1000 to break down after only 18 months. This is covered under the Sale of Goods Act.

Unfortunately you are dealing with a company that has little regard for consumer rights. Tell them you want the PC repaired free of charge and if they refuse write to their head office telling them they have 7 days to deal with your problem or you will go to the Small Claims Court.

If you go to court you can add any loss of earnings or expenses into your claim.

The address for the head office is:

John Clare,
DSG Ltd.
Hemel Hempstead,
HP3 9QN

Regards,
Art.

Is it imperative that I go directly to the store, or can I forward my predicament by e-mail.

I am sure irrespective of which way I go, they will NOT be willing to repair the item for free !!

I guess I must get an official refusal before sending the threat of legal action to their head office.

Should I allow the store to at least start their investigation of the fault and then claim back any associated costs in the claim ??

I also purchased it on my Credit Card so I will contact them too.

Any advice is always very much appreciated.

Matty

Art_2

Matty007 wrote: »

Is it imperative that I go directly to the store, or can I forward my predicament by e-mail.

***No problem in using email but make sure you clearly state the name of a person to whom you are addressing the email clearly at the top of your message.

I am sure irrespective of which way I go, they will NOT be willing to repair the item for free !!

***I agree with you. This company is renowned for ignoring customer rights. That's why you should write to their head office giving them a clear time frame to deal with your problem and telling them if it is not dealt with you will go straight to the Small Claims Court.

I guess I must get an official refusal before sending the threat of legal action to their head office.

***Give the store a chance to deal with your complaint and note the name of the person you dealt with. Don't waste too much time before contacting the head office.

Should I allow the store to at least start their investigation of the fault and then claim back any associated costs in the claim ??

***I imagine the store's investigation will simply be to tell you they are not prepared to do anything but at least ask..

I also purchased it on my Credit Card so I will contact them too.

***Definitely. Put your credit card company on notice that they are jointly responsible for the faulty product.

Any advice is always very much appreciated.

Matty

Regards,
Art.

Matty007

Still awaiting a reply from PC World in resoect of my 'DEAD' PC !!

I have made it a passive and polite letter but still advising that I have knowledge of my 'Consumer Rights'.

Expecting a fobbing off e-mail back anytime now.

I will then show just how determined I am !!

I thought whilst I waited for their reply that I would inform my Credit Card Company 'Royal Bank of Scotland' and get an idea of procedure.

Didnt go into too much details just said that I had a faulty product which I bought on their card and that I am anticipating that it will end up in dispute.

Only to be told that after briefly speaking to the 'Charge & Dispute Department' that that is something that they do not get involved with and remains between me and the retailer.

They assured me that the time lapse of over a year was too long and that they only dealt with immediate problems arising from purchases.

Surely their own specialist department would not tell one of their customers porkies....would they...???

Over to you Art.................!!!

Matty

Art_2

Matty007 wrote: »

Still awaiting a reply from PC World in resoect of my 'DEAD' PC !!

I have made it a passive and polite letter but still advising that I have knowledge of my 'Consumer Rights'.

Expecting a fobbing off e-mail back anytime now.

I will then show just how determined I am !!

I thought whilst I waited for their reply that I would inform my Credit Card Company 'Royal Bank of Scotland' and get an idea of procedure.

Didnt go into too much details just said that I had a faulty product which I bought on their card and that I am anticipating that it will end up in dispute.

Only to be told that after briefly speaking to the 'Charge & Dispute Department' that that is something that they do not get involved with and remains between me and the retailer.

They assured me that the time lapse of over a year was too long and that they only dealt with immediate problems arising from purchases.

Surely their own specialist department would not tell one of their customers porkies....would they...???

Over to you Art.................!!!

Matty

As far as I as aware there is no time limit to liability of the credit card company. They are liable so long as the supplier is liable.

I would write to your bank and ask them under what section of the Credit Card Act of 1974 they are making their claim to you.

Regards,
Art.