Pc sent for repair - returned damaged - unusable - please help

sassybird

My son purchased a custom made PC from @vercl@ckers in mid August 2010. He paid £1400 for a high spec gaming pc. All was well until about 6 weeks ago when he started experiencing 'blue screens' when running video editing software. He contacted the company and they asked him to return it which we did just over two weeks ago by courier. We were then away for two weeks, but whilst away he received an e-mail advising him of receipt of the pc and that it was being put through tests. Five days later he received a second e-mail advising that the pc was being returned.

We have just returned this afternoon from our caravan hol and have picked up the pc from my works where it was returned to.

OMG!! The packaging is intact so no prob with the courier service, but when it was opened the pc is in an absolute state - screws missing, side panels not fitting properly, the chassis of the case has been twisted. Then we get to the insides... parts are hanging off, bent, damaged. It is a complete mess. The paperwork that is included states only that the repair is complete.

Have obviously tried ringing them, but as it was after 6 they are closed. However, they open again tomorrow at 9 am. As they are only 40 miles away we are going to trek over there and confront them with the damaged item.

As I say, the item obviously reached them ok as they have supposedly undertaken a repair. The packaging it has been returned in has no damage.

Where do we stand with this one? TBH with only 3 weeks to go on the original 12 month warranty I can see us having real problems here. I would like a full refund (but cannot see that happening), a replacement pc of the same capability (but my son says that they don't make this pc anymore).

Could some of you clever bods give me some advice as to where we stand legally on this one?

My son only works part-time and he is so sensible with his money, it's so sad to see this happening.

Thanks guys.

santer_2

Is it best to wait until you have spoken them?

I would hope they will immediately agree to resolving this, they are big enough and too well known to do otherwise

leemoss

Overclockers had a really bad customer service reputation for many years but they have improved loads over the last couple. Ive had great service from them recently.
As santer said, speak to them first and see what they have to say about. I cant understand what could have done that would cause it to become so damaged, twisting a chassis of a case would take considerable force.

sassybird

I know, we are just so shocked. It was in perfect condition, has obviously reached them safely and looking at the cardboard packaging (with bubblewrap) looks like it made it back with no major bumps. So can only conclude that the damage has happened instore.

Does anybody know the manager's name so I can ask for him tomorrow?

Just so worried at the moment.

santer_2

Their forum is here, though I would just look for anything similar and not post there until having spoken to them.

Is it worth taking pictures of the damage?

http://forums.overclockers.co.uk/

debitcardmayhem

Have you taken a photo of 1) the mess 2) Their Packaging 3) Also copy the delivery note (if there is one) or make a note of who delivered(courier)

As for redress , follow santer's advice first see what they say, also try and ascertain when it was delivered and signed by whom...not casting doubt on the receiver just to see how long it took to deliver. Also keep copies of the labels on the delivery box. Good Luck

free4440273

wow, that is appalling ! I'd just be wanting my money back -- fast. As u say, that is unlikely to happen - so yes, def. demand a new (and not refurbished ) machine . Unbelievable really !

leemoss

The forum does have a customer service section which you can start a thread and also a webnotes service, there's no point in posting in the main parts of the forum as it'll be deleted.

spannerzone

Don't forget that a well packaged parcel can still get dropped and land flatly on one of it's surfaces and potentially show little signs of impact while the goods inside may have taken quite a whack. Couriers aren't known for their light touch in the depot or the van so you can't be sure it wasn't damaged in transit.

I'm not saying this is the case but I would be amazed that Overclockers would damage a PC so badly then carefully package it up and send it out... it doesn't make sense unless they had a very disgruntled engineer working for them.

I'd also agree with taking plent of photo evidence of PC, internals and packaging.

sassybird

Brilliant news! Overclockers are fab with their customer service!! Called in this morning and spoke to the manager called Chris - no argument and absolutely no prob whatsoever. He took one look at it and said it had been dropped and badly dropped at. He went away for a couple of minutes to sort things out behind the scenes and then came back and said it was irrepairable and that they were going to replace the item with a new system of equal value. He then went through the ordering screen with my son and talked him through what parts would be of equal (and if the part was not stocked any more a better replacement) so that the total package will be a more up-to-date and better system.

He also said as we only had 2 weeks left on the original warranty, they would extend the warranty for 6 months on this system for our peace of mind.

What a brilliant piece of customer service! Cannot praise them enough.

The new system should be ready by Monday eve and Chris said they could 'ship' it out to us. Guess what .... - we will be picking up the system in person - no more courier delivery for us where pc's are concerned!!

Thank you for all your advice and a big well done to OC - definitely deal with these guys again, cannot fault them. :T:T:T

santer_2

Thank You for letting us know