More PC World grief

petal1

I'm not sure if I am looking for help or just venting my frustration, but here goes.

As with many problems it is not short but I will try to keep it so. Please feel free to ask any questions if you would like toknow anything more

14/10/2010 bought a new computer from PCWorld. Not a great experience but nice computer.

21/10/2010 Returned computer as it had failed, unusual I admit, but these things happen. Firstly PC World tried to charge me £60 saying it was software fault. After argument, talk with shop manager, they tested it, and acknowledged HDD faulty. Did not have same model in stock, but offered me similar replacement from wharehouse, but wanted to charge me £12 carriage. I wouldn't pay carriage, they wouldn't waive it so asked for refund. They said OK, did me a refund, and said it would appear on my card in 3 - 5 days.

28/10/2010 Nothing on card, contacted customer service, after argument, CS said they had now arranged for credit to be put on my card, would take 3 - 5 days. Had to say had feeling I was being fobbed off.

4/11/2010 Still nothing on my credit card. Now I know lying is a very strong word, but this time I was lied to. Was told this time,someone from Finance would contact me for my Credit card details.Wrote letter to CS expressing my concerns and dissatisfaction. Never had a reply.

5/11/2010 Finance contact me and say credit will be on my card in 2 -3 days.

10/11/2010 Still nothing on my credit card, email CS again, and am fed the same rubbish, as well as feeling very distinctly patronised. I requested the name and email of the Line manager, and am now being ignored,none of my emails are being answered.

I am now nearly £500 out of pocket as I have had to pay the credit card.

As I could not get the name of the line manager from the CS person, I have written to Head Office (Hemel Hempstead).

Any suggestions as to what I should do, both to get my money back, and deal with PC World would be appreciated.

balmk

Did they process the refund whilst you were there, i.e. were you asked to present your card? To complete the refund they should have processed your transaction through the till and given you a refund receipt.

4743hudsonj

Contact your CC provider and ask them to process as Section 75 Consumer Credit Act refund.

petal1

Closed - Upto a point I agree, but I have been to the shop 3 times already on the transaction, and it is a 37 mile round trip.

Closed, Hudsonj - I have contacted the CC company but they won't do anything until after 30 days.

Balmk - Now this may be where I might have made a small error of judgement, but it does not excuse the later non-action or attitude. I have a business account with PC World, not a credit account, I always pay for the items. When they offered the refund, they did not take my card (which I did think slightly odd), but I assumed they had all my details on my account information, and they did present me with what looked exactly like a Credit Card printout, with a minus figure. That said, 4 times they have stated the refund will appear on my card in 3 - 5 days. They are not denying they owe me the money, they just won't give it to me.

4743hudsonj

petal1 wrote: »

Closed - Upto a point I agree, but I have been to the shop 3 times already on the transaction, and it is a 37 mile round trip.

Closed, Hudsonj - I have contacted the CC company but they won't do anything until after 30 days.

Balmk - Now this may be where I might have made a small error of judgement, but it does not excuse the later non-action or attitude. I have a business account with PC World, not a credit account, I always pay for the items. When they offered the refund, they did not take my card (which I did think slightly odd), but I assumed they had all my details on my account information, and they did present me with what looked exactly like a Credit Card printout, with a minus figure. That said, 4 times they have stated the refund will appear on my card in 3 - 5 days. They are not denying they owe me the money, they just won't give it to me.

That will be in relation to their chargeback system. Get back to them and state clearly that you would like a refund processing under section 75 of the Consumer Credit Act.

Its their legal obligation to do this so there are no timelimits. The only proviso is that you have attempted to resolve the issue with the retailer.

http://www.moneysavingexpert.com/shopping/section75-protect-your-purchases

Watch the video, it explains this quite nicely.

Esqui

Why would they ask for £12 to get a new one to you? It just gets ordered and comes in with the regular delivery to store for you.

petal1

Apparently, because it was done through PC World Business, it can/is only delivered to my address, and not to the store, and they wouldn't budge on that.

Esqui

Ah, OK. I know next to nothing about PCWB.

Jakg

Esqui wrote: »

Why would they ask for £12 to get a new one to you? It just gets ordered and comes in with the regular delivery to store for you.

It's BD stock (OP mentions it being a Business account), although I have to admit I thought delivery was ~£9.

I have very little idea on how Maginus refunds work, I must admit, but the only thing I can think of is that they've credited your business account with the refund amount rather than the card itself?

isplumm

petal1 wrote: »

Apparently, because it was done through PC World Business, it can/is only delivered to my address, and not to the store, and they wouldn't budge on that.

If this is a business account would s75 count here - as I thought that is for consumers only?

Mark

petal1

Jakg wrote: »

the only thing I can think of is that they've credited your business account with the refund amount rather than the card itself?

Yes, I wondered that at first, and thought they but pull that one, however two things

If they did I would not have considered that acceptable, as they take my money (from my credit card) straight away at the time of purchase.

More importantly however, I was told 4 times over a period of three weeks that the money would be on my card in 3-5 days, which didn't happen.