PC World refund

IWantToBeFree_2

Does anyone have any experience of getting refunds from PC World?

I bought a laptop last week, I got it home all excited and set it up etc. After I had done this, I noticed that it had a scratch on the lid, and when I closed it, it didn't shut properly on one side. Not only that, but the keys were unresponsive, I could sit and hold one down and nothing was happen, and the mouse buttons were that stiff it was taking me ages to do anything on it.

Do you think they would offer me a refund or would it have to be an exchange?

McKneff

Just take it back and tell them all this.
If they kick up a stink, tell them its not of merchantable quality and you are rejecting it.
Dont let them bully you into anything else.

It sounds as if its been a display model

But if you really want a computer, why not just choose another one.

Mr_Oink

The packaging on laptops, whilst appearing flimsy, is robust enough to protect against the risk of scratching and damage. If the box / packaging was compromised you'd probably find the thing was destroyed, not just lightly damaged. Coupled with this a new laptop often has an anti-scratch film on it.

I know PC world are dab hands at selling stuff that has been on display, sometimes neglecting to mention it, but there is no mileage in them selling something that is shot.

Without meaning to sound rude, but there is no delicate way to say this, this has some of the hallmarks of 'customer has damaged laptop and now wants a refund' kinda thing so, if it was not ex-display, you may have some fun convincing them. That said, it's not really in their interest to fight you over it.

IANAL but, the Sale of goods act is simple and your 'statutory' rights are to a refund. You do not have to accept a repair, credit note or exchange. Good luck ;-)

IWantToBeFree_2

Its definitely not a customer damaged laptop, it was opened, set up, used for one evening, faults were noted and then it was put back in its packaging and in the box where it has been for the last few days whilst I located the receipt from my parents house.

I do want the laptop - and I would be happy with an exchange for the same one or a different one - they just didn't have many of that size in the store and if they weren't available, I would rather have a refund rather than be forced into getting something else that I didn't like (i.e. a 15.6" screen one).

Mr_Oink

IWantToBeFree wrote: »

Its definitely not a customer damaged laptop, it was opened, set up, used for one evening, faults were noted and then it was put back in its packaging and in the box where it has been for the last few days whilst I located the receipt from my parents house.

I do want the laptop - and I would be happy with an exchange for the same one or a different one - they just didn't have many of that size in the store and if they weren't available, I would rather have a refund rather than be forced into getting something else that I didn't like (i.e. a 15.6" screen one).

Forgive asking, but it's the kind of thing the sales guy/gal in PC World may well be thinking, so be prepared for it.

If you honestly have *not* damaged it try and remember if, when you unpackaged it, did it have the sticky film on the lid?

Do you remember a 'smell' or residue like someone had cleaned it ?

Any damage to the box or packaging at all?

No inconsistencies in the sticky tape used on the box (bottom and top the same, no overlap/multi-taping, tears or marks to suggest resealing?)

A quick look in the event viewer may tell you if it's been powered up and on display in the store for a number of weeks or months - so it may be worth digging it out, powering it up and taking a look.

Personally if I were in your position I would take the approach "Look, this laptop was clearly ex display or second hand when I got it out of the box..." and take it from there. Get your money back, don't do any kind of 'deal'. With cash in your hand *you* are back in charge.

Good luck.

Hammyman

PC World have a nasty habit of repacking returned stuff and selling it again. I've bought a couple of ADSL modem routers in Hull branches that've still had the Karoo username and password of the original purchaser on them. To look at it on the shelf, it looked just the same as all the rest. When I queried this once, I was told that "many items returned aren't faulty and its lack of knowledge of the user".

Mr_Oink

Hammyman wrote: »

PC World have a nasty habit of repacking returned stuff and selling it again.

They learned everything the know from Argos..... :rotfl::rotfl::rotfl:

IWantToBeFree_2

Hammyman wrote: »

PC World have a nasty habit of repacking returned stuff and selling it again. I've bought a couple of ADSL modem routers in Hull branches that've still had the Karoo username and password of the original purchaser on them. To look at it on the shelf, it looked just the same as all the rest. When I queried this once, I was told that "many items returned aren't faulty and its lack of knowledge of the user".

This is from the Hull on at St Andrews Quay....

They don't fill me with confidence, we once bought an ex display PC from PC World in Leeds - we knew it was ex display, it was a decent price so didn't mind so much, when we got it home it turned out they never wiped it and it had some poor girls emails and passwords etc still on there. Needless to say, they 'looked after' us when we went back to exchange it.

In terms of whether the laptop may have been ex display - I cannot recall taking the film off the laptop when I took it out of the box which may indicate that it was. Going to go in tomorrow and take it from there. I am disappointed because I don't normally make 'big' purchases and when I do, they seem to go wrong!

Mr_Oink

Given it was PC World that blew the whistle on Gary Glitter, you would think they would take better care when selling clearly 'second hand' PC's. People in glass houses and all that.

Mind you, DSG have never really moved in the circles of great customer service and reputation management IMHO. Are they still aggressively 'nagging' customers to take out 'cover' (aka extended warranties) on their fare? In 2000 I almost bought a £1000 PC from them but walked away after the sales guy kept on and on and on about their cover trying to 'overcome' my objections. "Bye then...."

kwikbreaks

Mr_Oink wrote: »

Given it was PC World that blew the whistle on Gary Glitter, you would think they would take better care when selling clearly 'second hand' PC's. People in glass houses and all that.

I find it funny that one snooping repair man gets praised while another gets jail time - http://www.pcpro.co.uk/news/security/360124/laptop-repair-pervert-jailed-for-nine-months although the second one did try getting into the customers bank account.

Back on topic though on the few occasions I've used PC World and even fewer I've needed to return anything I've never had any problem at all. They even replaced a six month old WiFi dongle because it wouldn't work for some reason with a new machine.