Camera not working, PC World being difficult. Advice needed please!

Frogling

I hope that I'm posting this in the right place, if not I apologise in advance...

My sister-in-law purchased a camera from PC World just before Christmas. It was on 'Managers Special' at the time and reduced to half price. She took out a three-year warranty with PC World at the time she bought the camera.

Last week, this camera stopped working, so she took it back to PC World. They told her that they no longer sell the camera in question, so cannot exchange it for her. They went on to say that if she wants the camera repaired she will have to contact the manufacturer directly, as although she has a three-year warranty with PC World, the manufacturers standard one-year warranty takes precedence over this.

Now, I'm pretty sure that this is a load of old clap-trap, and have promised SIL that I will go with her to PC World later this week to try and sort this out. What I would like to know is: exactly what are her rights?

I know they said she could pick another camera out, but that she would have to pay any difference in price, and that it wouldn't come with a new warranty, but would still be covered by her current one. They apparently told her that this would be the case because she only paid half-price for the camera, so isn't entitled to a replacement on a like-for-like basis. Should she simply ask for a refund this being the case?

I would really appreciate any advice given on this subject, as I want to go into PC World fully prepared, with a good knowledge of what is true and what is a whitewash.

Rex_Mundi

Give your local Trading Standards a call (they'll be in your local phone book). They can advise you how to proceed in this instance (they'll be able to tell you what your rights are). It may also help you when you go back to PC World if you tell them you've been in touch with Trading Standards.

Frogling

Am passing by PC World first thing in the morning, so will pop in and see what they've got to say first, and then if not satisfactory I will ring Trading Standards.

hjb123

I would of thought that if they offer the same amount of money as she paid for the camera then that is quite fair - if she wants one more expensive then she should have to pay more.

Has she tried speaking to the manufacturer to see what they say?

Rex_Mundi

hjb123 wrote:

Has she tried speaking to the manufacturer to see what they say?

Under the Sale of Goods Act, if there is a problem with a product (as in this case), it is down to the retailer to sort out the problem. You should not have to contact the manufacturer.

HugoSP

Write to this chap with your complaint - ask him if this is store policy or whether your SIL is being fobbed off.

Keith Jones
Managing Director PC World
1 Nunnery Square
The Parkway
Sheffield
S2 5DD

I had a different customer service issue with them and raised a complaint. This gent sorted it out to my complete satisfaction and I wrote back to him to thank him.

From the letters he wrote he seems a nice chap, so I would suggest a polite letter asking him to clarify the stores policy - don't go in with all guns blazing.

...and do write to him to thank him afterwards

mikewebs

Hi there

As I state in the title, this is a simple matter of contract law. As the camera was bought from PC World, the contract exists between the buyer and the vendor (PC World).

I belive they have several courses of action to settle this dispute, but here are the two that I know:

return both parties to the position they were in before the contract was made i.e. full refund. (Possible but not likely cos PC World are tight!)

They can offer to repair the camera for you (This would be the most likely course I would have thought). They would then contact the manufacturer.

They could offer a replacement of similar spec - I would push for this course of action as they should be able to supply a camera of similar spec without too much difficulty.

I would scream Trading Standards, Sale of Goods Act - stating merchantable quality, local press - local TV consumer programmes or Watchdog.

Anyway good luck

HugoSP

Please don't scream my ears can't take it.

All good advice above but the problem with following it up at the store is that you are dealing with people who's main aim in life is an easy life. You only need to understand what PC World really are - a box shifter. They make next to no money on each box they shift so they don't want the hassle of sorting it out - so they have become very good at making it stressful for you and easy for them to tell you to go forth and (don't) multiply.

My suggested course of action makes it easy for you and easy for them to resolve your situation. All it takes is one letter and they will hopefully follow it through for you. In addition you have the satisfaction of knowing that you have raised the profile of the store in question with the MD himself......;)

Martini

They should either get the camera repaired for you or give you a replacement with a similar specification. It is irrelevant that you picked it up when it was on offer! The store is responsible in getting it sorted out and not the manufacturer.
Never buy PC World extended warranties!
In fact try not to buy stuff from PC World at all!

mikewebs

I would be interesting to find out how thsi problem was resolved.

Maybe the OP could update us when it comes to an end.

thanx

mikewebs

Hi there frogling

I came across htis on the techie forum, hope it helps you establish customer's position

http://forums.moneysavingexpert.com/showthread.html?t=241791

Good luck