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PC world letter of complaint about treatment.

Hi guys, sorry im new to this forum have done some digging, and I just want to clear some things up.

I bought a monitor in January 2009 and it developed a large area of dead pixles within 3 months. I initally tried to return the item and was told, "call the manufacturer yourself its the best option." I did not and returned a week later, delt with the same member of staff and when push for a replacement first, refund second he told me "We cannot do that as it is outside the 28 days" I sent it for repair as I just need it to work. However I am intent of getting a formal apology for being sent away on the first occasion.

PC worlds own policy states:
"If there is a fault with your product within 12 months of delivery (or other defect with your order), we will normally offer a prompt repair, exchange or refund. We will always offer you the choice of an exchange or refund if the fault occurs within 28 days of delivery."

On my first visit, I was told "Call the manufacturer myself, which I belive is not being offered a repair, replacement or refund, which they say they do. Am I right in saying they were naughty by just fobbing me off to the manufactuer?

Second question is, on my second visit, I asked for a replacent or refund and they said "No because its outside the 28 days." I know the SoGA 1979 as amanded states up to 6 months before I have to prove anything, but can they enforce this 28 days no return/refund policy for a durable item such as a monitor? I am looking for opionions on wether I could get an apology for that as well in a letter of complaint to the store.

Cheers for your time, sorry I know this company is a royal pain and there are topics on it.

Ben

Comments

  • Butlers1982
    Butlers1982 Posts: 3,286 Forumite
    go in and speak to a manager. forget writing letters.
  • Ref second question. As far as I can gather, and we all know how flexible the law is on this, the 28 days is generally considered the standard time to check the goods for faults present at manufacture. The 6 months is a covering time for faults that may have been there but not immediately apparant. For example a car air bag. As you state the pixels died after 3 months so the initial 28 days dead on arrival (DOA) would not apply. They are the retailer though and are responsible for applying the warranty so should have offered to take it in on your first visit and make all the phone calls and arrange collection and return from their end.
  • Thanks for all that, I shall endevour to speak to the manager of the store when I return the collect the repaired monitor.
  • Mark_Hewitt
    Mark_Hewitt Posts: 2,098 Forumite
    But there are several aspects when taking into account how long a product should reasonably last, including price etc.

    Extreme example but if you bought a paper bag for 2p and it wore out after 3 months, you'd have no claim. But a several hundred pound monitor should reasonably be expected to last well beyond 3 months so IMO you are entirely within your rights to ask for remedy at their expense. Wether that be a repair or replacement.

    Even so the clock stops ticking when you first make them aware of the fault. So that would be your first visit.

    Regardless of the length of time elapsed, it is the retailers responsibility, never the manufacturer.
  • Lilystar
    Lilystar Posts: 48 Forumite
    Hi,
    I have a similar issue, and I'm looking for some clarification.
    Laptop purchased from PCW on 23/12/08.
    Laptop died 25/2/09 - complete hard drive failure.
    Laptop sent for repair 26/2

    I have since been advised that the required parts are out of stock and are not expected until mid April at the earliest. PCW state that if a repair canot be effected within 28 days, a replacement will be offered. The model I originally had is no longer on sale.

    My question is, what if I don't deem any of the current models a suitable replacement? My original one was quite a good deal (or at least it would have been, had it not broken), and they don't have anything at the moment which matches the spec.
    I would either have to have a smaller screen or a less-good processor for the same price. Can I insist on a refund in this case? I do not wish to wait any longer for the repair as it is inconvenient being without my laptop. If I am requesting a refund, would I have to accept this as a credit note (not keen on this given the various rumours about DSG), or can I insist this is made to the credit card used to purchase the laptop in the first place?

    Any advice gratefully received.
    Thanks
  • Hi, having looked at their returns policy and the SoGA 1979 as ammended, they are entitled to offer you the repair, which obviously cant be completed and since it is outside the 28 days they can offer a replacement or refund. I think as they cannot offer you an exact replacement, insist on a full refund. Simple as.

    Never accept a credit note from them under any circumstances, thats as good as a replacement, which they cant do.
  • Lilystar
    Lilystar Posts: 48 Forumite
    Thanks, Ben. I'm trying to get prepared before I go back as I really don't want to have to spend ages arguing the toss with them. If they could replace like for like I'd be happy with that - even though the previous one broke, I was getting on well with it before, and the keyboard was a good shape for me, but I really don't want to compromise on the spec, or pay loads extra to match it.
    Thanks for the help.
  • deanos
    deanos Posts: 11,236 Forumite
    Part of the Furniture 10,000 Posts Uniform Washer
    Things like monitors its best to contact the manufacture direct, Ive had a Samsung monitor go faulty i rang them up and a new one arrived next day and old one taken away at the same time, most offer this type of warranty i believe.
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