PC World laptop

mushman_2

I am having a bit of trouble with PC World at the moment and am wondering if anyone could throw me some advice.

At Christmas I bought my Gf a laptop from PC World.

In April my Gf opened it up to find about a 2 square inch area in the top corner pixellated (sp), I had used it about an hour earlier and it wasn't there then. I'd shut down the top an left it where I'd been working on it on the table.

I took the lap top to the PCW branch that I'd bought it from and explained the fault and they said it would go away to their tech guys for assessment!

It duly came back with a report that it was suspected that it had been dropped (which I know it hadn't) and because it was accidental damage they could repair it for a fee of 239GBP (i think).

At the store i got the store manager to turn it on to explain the fault, to find now the whole of the left hand side of the screen cracked and unviewable.

Not being happy with this I did quote SOGA with he kept repeating accidental damage.

After consulting my Gf I eventually left the store with the lap top and with various numbers to contact for further action. the next day my gf contacted the various numbers starting with the regular call centres and after around 40 minutes got through to a guy who actually gave her a repair number and a date when they wopuld pick it up and actually repair it, which she made him reiterate several times ('repair, not assess')

Now the laptop has been delivered back to us still not repaired and having got back on to the previous phone numbers PCW/Techguys are refusing to do anything more about it!

any help/advice would be most welcome,

thanks, mush.

purplejac

All electrical items have a years gar so i would call trading standards they will help you

BigLee_24

Did you pay for the laptop on a credit card??

mushman_2

Paid by debit card.

isplumm

Hi,

The issue will be your word against theirs - they say that you have dropped it - you say that when you gave it to them it wasn't in the condition that they gave it back to you in.

I don't suppose you took a photo of the laptop showing the missing pixels? Or the receipt you got when signing over the laptop shows the condition??

Mark

OlliesDad

purplejac wrote: »

All electrical items have a years gar so i would call trading standards they will help you

No they don't!

Under the SoGA you are covered for any inherent faults (not caused by wear and tear or abuse).

Within the first six months it is up to the retailer to prove that any fault is not inherent. After the six months it is up to the consumer to prove that is is not fair wear and tear or caused by misuse/abuse.

In this instance it will be up to you to get an independent engineers report completed proving that it was not your fault. If the report comfirms an inherent fault, present this to PC World, if the report shows it is due to accidental damage, then you will have to pay for a repair or a new computer.

adam.mt

The problem is there now appears to be accidental damage so you're not going to be covered by SoGA, independent report or not.

Did you get a receipt or problem report when you initially took the laptop back to PC World? If you did and it doesn't mention the physical damage then you have a good case. If not then it's your word against them - try writing to head office explaining the situation (plus enclose a photo) and see what they say; failing that it's time for the Small Claims Court (and hope they don't defend it or there's clear mistakes shown up).

Obviously, with the second repair attempt the call centre didn't realise the machine now had physical damage; hence, why when it was returned they had refused the repair.

Good luck.

vyle

I've heard a fair bit of this sort of thing from PCW/Currys. Don't they fill in/give you a copy of a form stating what they're accepting for repair, the reason, the serial no. and the current condition?

Whenever I send something away for repair (where I work, not in a DSGi shop) I do that, so we know if the item has been damaged in transit, or if any accessories are missing upon return.

mushman_2

isplumm wrote: »

Hi,



I don't suppose you took a photo of the laptop showing the missing pixels? Or the receipt you got when signing over the laptop shows the condition??

Mark

actually my gf HAS got a picture on her phone of the fault before PCW accepted it for assessment.

isplumm

mushman wrote: »

actually my gf HAS got a picture on her phone of the fault before PCW accepted it for assessment.

Keep that photo .... my question is - does it show the laptop undamaged - ie. as the condition you gave to them in?

Also as others have said, did you gt a receipt showing condition of laptop when handed to PC world???

Mark

mushman_2

isplumm wrote: »

Also as others have said, did you gt a receipt showing condition of laptop when handed to PC world???

Mark

just looked at the receipt and it's down as a cracked screen!!