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

alecpr

Hi,

Two things seem to be an issue here.

1) What you are entitled too when you return your laptop?

You are entitled to a replacement, a full refund or a repair, within the first six months I would argue that Sales Of Goods gives you the right to decide what you want, you have opted for replacement/refund. PC World along with most other Computer Hardware retailers work to the ISO standard for returns, which normally involves RMA numbers and processing in order to complete any of the three options. The process for returning goods should have been available when you bought the laptop either with the receipt or on the webpage. PC World have not done anything wrong, they have offered you the three options you have selected what you want and they are going through a beurocratic stupid process designed by those pesky ISO people, perfectly legal, but long winded.

2) What are you supposed to do while you are without a laptop?

This really is nothing to do with PC World, do whatever you want, take a holiday for all PC World or any other retailer cares. It's broken they will neet their legal obligations and that's the end of the matter. Arguing the toss about lost time/money is only going to compound the issue.
They are not legally obliged to compensate you for whatever important work you can or cannot do without your laptop. If it was so important you should have had contingency plans, support agreements with 4 hour response times or whatever else was required. You bought cheap (relatively speaking) with cheap a support contract from a retail PC vedor and that's the service you can expect. You did not go to their business division and ask for next day support or provide any contingency for yourself, your loss.


Sorry I'm so harsh on this, but I once had a long discussion with a guy who had scrimped on a business server, lost a two hard disks in a RAID system and then expected us to foot the bill and supply staff same day to fix because it was costing him money. That's what support contracts are for, you don't pay you don't get... he didn't want support coz it cost too much... he didn't get it. He got what he was legally entitled too, return the goods for repair, replacement, refund under the terms of the waranty and in accordance with sales of goods act.

PC World sell cheap kit at high prices, they are a rip off, but a transparent one. Their staff are about as knowledgable as you would expect, but they do have a reasonable returns policy in comparison to many others retailers.

All in my opinion.

braken2000

i do understand what you are saying, and i kno tht is obviously what the crack is. But i told the sales man what i wanted and that is what they reccomended, u would expect a laptop regardless of where it is from to last longer than six months. It is not my problem it has broken and as far as im concerned this fault has been there since the start. it is only now that the symptoms are appearing. but anyhoo, thts not the point, it is just to me as a consumer not acceptable to have a laptop that i bought under the pretence that it was of relative quality and i find out that it is not. im gonna go in there, kick up a stink, and see what happens.

hjb123

Well you are still within 6 months so good on you for sticking up for yourself!

Keep us informed and good luck!

IvanOpinion

alecpr wrote:

Hi,

Two things seem to be an issue here.

1) What you are entitled too when you return your laptop?

You are entitled to a replacement, a full refund or a repair, within the first six months I would argue that Sales Of Goods gives you the right to decide what you want, you have opted for replacement/refund. PC World along with most other Computer Hardware retailers work to the ISO standard for returns, which normally involves RMA numbers and processing in order to complete any of the three options. The process for returning goods should have been available when you bought the laptop either with the receipt or on the webpage. PC World have not done anything wrong, they have offered you the three options you have selected what you want and they are going through a beurocratic stupid process designed by those pesky ISO people, perfectly legal, but long winded.

Not quite .. the Sale of goods act only offers a refund within a limited time period which for PC World I believe is 28 days, thereafter its legal obligation is repair or replacement. If repair or replacement are not viable, then the consumer can seek a partial refund (if they have obtained some benefit .. as is the case here) or a full refund (if no benefit has been obtained). Therefore PC World (or any other manufacturer) has the right to attempt a repair (although I would always suggest trying for a replacement, however legally I don't believe the replacememnt has to be brand new).

Damages seem to be limited to the cost of repair or replacement

Ivan

MORPH3US

braken2000 wrote:

The customer rep said that i should go into PC World if this is a problem and complain and ask for a replacement, but he said that this will almost definitley not happen.

I bloody hate it when that happens!!

Whats the point in telling you to go and request a loan laptop when they know damn well it won't happen. All it does is raises your hopes so when you do go into store and don't get one, you just feel like killing the manager.

Its just a good old "fob them off with anything" tactic!

M

alecpr

Ivan,

I beleive Sales Of Goods uses "reasonable" and it would be up to the courts to define what that means when it comes to a laptop. Could it reasonably be expected to function properly and without fault for the first x months of it's life. Doesn't matter what PC World says, I doubt the courts would uphold a claim that 28 days is reasonable.

I think most retailers realise that adding a strict time period like 28 days is a nice ploy if the person asking for a refund is not aware of their rights, but normally they have the caveat that it does not affect your statuatory rights.

I would be claiming a fault at tme of purchase and I use six months because of the burden of proof aspect of that situation.

electron_3

Yeah its bound to be PC worlds fault :rolleyes:

Now PC world are the first contact as they are the point of purchase, also dont forget
that the manufacturer will have a 1yrs warranty as standard so thats another avenue
also for about £7.99 buy a can of compressed air and blow out the vents and fan also some more ram maybe an idea as you may be pushing the ram a bit and that can lead
to overheating.

Also when using the laptop have it on a flat surface with plenty of ventilation
and not on your lap in bed sat on a blanket sucking all your dead skin in.

Also as suggested before get a laptop cooling pad http://www.misco.co.uk/productinformation/~75372~/AKASA%20NOTEBOOK%20COOLER.htm these are also sold in PC world at a cheaper price.

Lets not bash PCWorld to much as its only an outlet and they dont actually
manufacture anything, and if you are given the wrong info or component then thats down to bad management, I do use PC world as I do know what Im on about
and I can pick stuff straight off the shelf.

Just remember you can be given bad advice in any shop, be firm but fair
and at least a return of goods can be taken back quite easily in most cases.

jobbingmusician

OP, from your posts you sound as if you might be quite young, so forgive me if I am stating/asking the obvious.

Especially as your computer is being unreliable atm, you have taken a backup of your most precious files, haven't you?

If you have done this the problem becomes a bit more manageable. I suggest you ask your local library if you are allowed to use your own disks in their machines. If they say yes, then you can carry on working there - assuming you don't have a friend whose computer you can use whilst yours is away. Or you could advertise on freecycle and ask if anyone has a computer they don't want or could lend you for a while............

Good luck!

alecpr

Braken2000,

I agree with you completely, I would find a laptop developing a fault in that period completely unacceptable aswell, but it does happen, even to the best laptops. You can only reduce the fault rate in the production process, you can't eliminate it completely. It's bad luck, but you can only expect PC World to follow their processes and stay within the law.

If I have had a problem with a service or peice of hardware, I do the following:

1) Ask myself what I want.
2) Temper what I want with T&Cs and Sales Of Goods.
3) Enter negotiation with the company to get what I want
4) Establish the process that will result in me getting what I want in as short a time as possible.
5) Ensure that the process is followed by both sides until the issue is resolved.

Getting emmotionally involved really is a road to frustration, you will not be clear in putting your case across and that will delay a satisfactory outcome.

mr_fishbulb

alecpr wrote:

I think most retailers realise that adding a strict time period like 28 days is a nice ploy if the person asking for a refund is not aware of their rights, but normally they have the caveat that it does not affect your statuatory rights.

Normally the signs/back of receipts with the 28 days info say the 28 days is the time period for a refund if you are not happy with it. This isn't the law, just company policy. They will say "This does not affect your statuatory rights" but as you say, some people don't know what their rights are (including the people who work in the shop!).