PC World ????????? RETURNS?

braken2000

Hello,

I have a problem with my laptop and im not sure what to do with it. I bought it from PC World and i want to know if anyone knows what the returns procedure is.

It is a packard bell and when it has been on for let say 2 hours it will suddenly turn off. The base is extremely hot and the fan is very very noisy. I do study computing but im still unsure whats wrong with it. Could it be the fan? or the processor? Anyhoo, i want to take it back and get a full refund, i dont want to be associated with PC World, i just dont like their service or their inferior products. The main problem is that i want a replacement or refund as i cannot be longer than 2 days without my laptop as i have a load of deadlines due soon and need to get them done.

I went in today to explain my situation and the assistant said that it has to be sent away for at least a week to be 'diagnosed' and fixed. I dont want it fixed i want a new laptop for the problems, why would i want the rubbish one back? So anyway, what are my rights? am i entitled to a replacement or refund?

Has anyone got a clue on what to do? or what rights i have?

P.S. It takes the mick when they ask you to phone an 0845 number to get the laptop you bought of them fixed.

thanks for your time

Tom

mr_fishbulb

When did you buy the laptop?

braken2000

last october, 01/10/2005 according to the receipt.

braken2000

would i be right in saying that i can go in and demand a replacement as opposed to a repair? or do i have to follow what they say?

hjb123

Did you buy it online? If not have a look at your receipt - did it come in a wallet - I would have thought that they should replace it but as it is over a month I would have thought that they will want to repair it - does your local PC World not have a repair centre in it? Many do now. Try ringing their aftersales to see what they say and say that you really arent happy with it and really need a machine that you can rely on and if a repair is the best they can do then you will take it else where!

This is what they say online about online returns:

Return of Faulty Goods - Delivery Items
The following are guidelines for all goods ordered for delivery. (For Collect@Store orders, please see in store Terms and Conditions and your receipt wallet). Wherever possible we will respond to your individual circumstances.

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.

To qualify for a refund or exchange the product must be:-

in otherwise in 'as-new' condition;
complete with any accessories and free gifts offered with it (and, if possible, the original box and packaging).
Please return the product to a PC World store or phone PC World aftersales on 08702 420444 (9am to 8pm Monday to Friday, 9am to 5pm on Saturday & 10am to 5pm on Sunday). If a fault occurs while you are abroad, please contact us after you return to the UK.

This promise does not cover faults caused by accident, neglect, misuse or normal wear and tear. For consumable items (e.g. batteries, camera films, ink cartridges etc) the guarantee period is three months from delivery.

If a pre-recorded videotape, DVD, CD, Minidisc or other software is faulty under guarantee we will happily exchange it for the same title or refund your money.

Any refund due to a fault or other defect will include a refund of the applicable delivery charges. We will also pay for our costs of collecting goods for replacement or refund if they are not taken into a store. Replacement goods are sent by standard delivery only (i.e. premium services are not available).
icy

executiverocker

youll just have to go in demanding a replacement as you cant live without it. Although if they dont do that model anymore it could be a problem. Most people accept the repair though

zappomatic

My experience is that shops will want to repair a laptop of that age. Only if it's uneconomical to fix it or will take a long time to put right (say 4 weeks or more) will companies usually replace or refund them.

When my laptop had a problem John Lewis sent it away to be fixed. It came back with the same problem twice! In the end I caused a fuss (letters to high up people etc) and got a refund. Which was good as the equivalent model I bought to replace it was cheaper and better specced! This was on a laptop nearly two years old, covered by their free extended warranty.

woohoo_postingid

They will only replace within 28 days, after that they can insist on a repair as long as it causes minimal inconvenience to the customer (ie They could lend you a laptop to use while it is being repaired).

They may have an in house repair shop which can do it in a day or so which may be worth asking about.

Also back up anything on your hard drive as it may be wiped.

hjb123

The thing is with a laptop if it gets sent away for repair you are left with nothing in the meantime? How are you meant to get by? Acutally saying that I guess you can go to the library where there is free internet and computer access - but thats besides the point if you havent long since bought it!

IvanOpinion

It appears they are within their rights to insist on a repair, however I would be inclined to think that you will be without it for more than a week (could just be a poor joint between the processor and the heat sink (if applicable) or a duff fan). Do you not have a friend who has a spare computer that they could loan you? For future reference, if you have tight deadlines to meet, you should keep an eye out for a cheap desktop just in case.

Ivan

kellyf_2

The Main Problems For The Sudden Turn Off Is Overheating Caused By Either Sevire Dust Build Causing The Fan To Not Do Its Job Up Or Incorect Power Supply ......