laptopsdirect refund problem

supersaver7_2

Hi,

I wonder if anyone can help ??

I bought an acer 5920 from laptops direct back in december last year and have had nothing but problems with it !

It's been in repair 3 times with acer and still comes back with the same problems happening trying to get a refund from laptops direct but they are having none of it and they are very rude , have been trying for months now and I am just passed back and forth.

Customer service with them is nonexistent! been treated very badly with them as they are all so rude !!!!

If anyone can help I would really appreciate it

Thankyou!

bingo_bango

Supersaver,

First of all you need to know the legislation you can use. Get yourself over to http://www.consumerdirect.gov.uk/ and read through the 'Your Rights' section. You can report this to your local Trading Standards Office to look at, but only if you have followed the process of actually writing to the company outlining your claim under the relevant legislation (The Sale of Goods Act 1979 (as amended) in your case).
Remember that this is a business, and they don't want to know what your feelings are, so just keep your complaint to the point. Detail all the corrspondence you've had with them in the letter, and state EXACTLY what you want from them.
Remember that you've had this laptop for a year, so asking for a full refund might be tricky, but this all depends on how much use you've actually had from them.

Give them a time limit to respond, and if you aren't getting anywhere, prepare for the fact that you may have to initiate a small claim against them.

Once you've read the guidance and sent the letter, post back here with any responses you have.

sweening

Just been through the same. Have phoned their Customer Services 14 times and been told 14 times they will ring me back. Still waiting!! As a last result I have been into their Sales Office this morning and refused to leave until I had a replacement laptop. Their Customer Services is the worst I have ever encountered. Good luck

nwsuk

Dontk now if this will help.

Laptops direct and the rest of the other sites are Owned by a Nick Glynn, formly a producer of tv programmes for a short time. He then bought easy computers in far town, huddersfield. They then bought another pc shop, then sold all that to basically set up laptop directs etc.

From experience hes a very likeable person, BUT is very good at spin doctoring. If the company is reflective of him and how he used to act business to business, as im sure it will be, theyll be nice to your face, but getting a straight answer will be nigh on impossible.

Also from personal dealings in the past, unless theyve changed, i wouldnt trust them.

For some further advice, shop around, most of there 'offers' and prices are easily beaten with a bit of sensible searching on the net of other sites. Ive even seen there prices beaten by pcworld, there prices are that bad.

Maybe this is a company we would like to see become a victim of the credit crunch.

AdamMerry

nwsuk wrote: »

Maybe this is a company we would like to see become a victim of the credit crunch.

Hope not, or i will be job less

Ps, sorry but i have nothing to do with C/S or i would try and help out

wilki2312

Wouldn't recommend them ! Bought a laptop on 31st Dec for delivery 2nd jan. The display spec was clearly advised as a major selling point and was confirmed in a spec sheet attached to the product description. The e mailed invoice had a different spec, so called customer service and queried. They confirmed definitely spec on web site. Laptop arrived, different spec. Call to customer care met by rude indifference and a comment "send it back and we will refund". Asked to speak to a manager and told will get a call back. Nothing happened, so called Saturday, rudeness again and comment that they don't work until Monday and don't take incoming calls. Also told will pull website description. Today (Tuesday) found that the call promised for between 5 and 6 for Monday on mobile took place at 2pm to home phone, with a message to call. Called back, told managers can't take calls ! Spec still wrong, and have now found 4 others, same make (Acer) all wrongly advertised if you look VERY carefully. In fact, a q&a page going back a month has the comment that the spec is wrong and it will be changed ! The strange thing is, i want to pay more and upgrade to the spec I ordered, hopefully with a small discount for my trouble, and yet they don;t want my money. won't send new laptop until old received back, won;t accept payment of the difference insisting on payment for a new laptop and then eventual refund of the old...
I wouldn;t use them again...still waiting for that call back....

RhysPhelps

Sorry to dig up and old thread but thought we may as well keep all the problems with Laptops Direct in near enough the same place. Similair problem to wiliki.

I bought the an acer aspire 8920G where it stated on the page (which i cannot link ) in the tech specs that it would be capable of 1920x1080. I have recieved the laptop and realised that it cannot reach this max resouloution (it's more like 1680x720 but i cant remember exactly off the top of my head) and even the sticker that they've slapped on the laptop shell says 1920x1080. I didn't realise this until after i had installed my own software (including downgrading from windows Vista to XP) so was wondering whether i could still have the right (under the SoG) to return the goods as they are not as described? could me purchasing it through the finance option have any relevance? I've had it no more than 2 weeks

ooh nearly forgot that they have also now discontinued the product but thanks to google caching i have found the link

Cheers all
Rhys

kjo

AVOID LAPTOPS DIRECT !
Attractive prices & fast delivery can usually be matched elsewhere & don’t make up for awful tech help & aftersales if anything goes wrong.
It took weeks to get a reluctant refund on a faulty Compaq 610 provided with no reinstallation disks & I am still waiting 3 weeks later for a refund on the extra care package I bought with it.
Their 24/7 support was not answering over an entire weekend & when I did eventually get through took a week to return the call.
Their “Customer Services” do not return calls ,will not let you speak to a manager & do not even acknowledge emails ! (just come off phone to them now after 3 days of repeated unanswered emails & calls!)
BUYER BEWARE !

rover534

Dreadful experience. I ordered a £1500 laptop on the Monday for delivery on the Tuesday (£14.97) as I was home to accept delivery.
On the Tuesday morning I checked the status of my order to track it and it was not dispatched. I sent a message via their messaging service as they state you will get an answer quicker that way. After no response after a few hours I called their somewhat unhelpful customer services for 10p a minute and I was informed that they had a problem at their warehouse and it would be delivered on Wednesday.
I stated that I wouldn't be around on Wednesday to accept delivery and wanted to cancel the order (which was still not in the dispatched status). I then checked the status later only to find that it was now in the dispatched status. I called them again and they told me to refuse delivery. I stated again that I wasn't around to refuse delivery . I was told that the laptop would be returned to them. and I would be refunded.
On the Wednesday I had a card through the door from the courier companysaying that they would try and deliver on the Thursday (when I wouldn't be around again) so I called an automated service at the courier and asked for it to be returned to laptops direct.
I have now received a refund for the laptop less postage. I messaged them to ask why I hadn't been refunded for the postage and they said that it was because I refused delivery. I staed that they failed to deliver on the day I requested and that they were quick enough to take my money for next day delivery without informing me that they couldn't deliver next day.
I would avoid this company as they are very incompetent and in my opinion useless and un-interested.

gsrigg

Similar story here. They're very good at "getting rid" of you when you do contact them. "We'll investigate and phone you back" then never do. Below is an "eMessage" I just sent them...

I am not impressed to be honest and would like to hear a response from a manager or similar.

I bought 2 laptops on Tuesday that were marked as in stock - I paid for next day delivery.

At the end of Wednesday, no laptops. I sent an eMessage as it was advised this was the quickest way to get a response.

Late Thursday, no response. I phoned and was told it was because I had ordered 2 and only 1 was in stock. The lady on the phone said she would investigate the stock issue and contact me. She did neither. I had also queried paying for next day delivery and was told the difference in shipping would be refunded - that also did not happen.

I later finally received a separate response to the eMessage saying it would be dispatched and arrive on Friday.

Friday morning, I check the order status and it says you cannot fulfill the order and to call the sales team on a number - the number given, by the way, doesn't even work anymore.

I phoned again and this time got told you would cancel the order and refund. That was 5 hours ago and nothing is in my account. You took the money instantly I am sure you can refund it equally quickly. I need to order from elsewhere so am writing to, again, request you get your act together please. These are needed urgently as presents and I don't have the luxury of being to afford another two from elsewhere without a refund.

I am also annoyed that the only decent way to contact you is via your customer service line that is charged at 10p per minute, more on mobiles. Interesting to note there is always a queue whenever you call and thus far the I have landed at position "3" several times. I suspect this is another source of income and dialing through to get position "1" is an impossibility. Such a line should be standard rate, it's quite disgraceful to have otherwise.

In short, I am not impressed and would like some answers. From what I've seen on the Internet this is not an isolated case (wish I'd seen that before ordering) and feel the best course of action to be forwarding all of my findings to Watchdog.

Kind Regards,

Gary

Probably won't do any good, they don't seem to care.

Cheers,
Gary