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.

Advice gratefully received.

Esqui

They'll probably send it back to the repair centre to fix the damage. If it can't be done easily, they'll probably replace for you.

DCFC79

I think actually going to overclockers for face to face chat isnt right especially if you go guns blazing. Maybe do it through proper channels.

visidigi

ohhhh don't go in store on a saturday...thats like the worst idea in the world.

at the same time, if time is of the essense then I guess you will need to go down there - just be aware - there is no 'repair center' its an industrial unit and 'repairs' are done in house.

The issue here is the packaging was in tact - so it must be the wrong box for the size of case surely? Unless the courier reboxed the item?

If you go in, be patient, but don't expect to walk out fixed, they will most likely put it back into the repair queue and ship it back to you.

And no, don't mention the word refund - not unless they do, the subject is very touchy with this lot. Bear in mind, a refund, if you did get one would be heavily reduced on retail price based on use (and PC hardware is horrific at holding value).

arcon5

If its an industrial unit they will likely send you away without an appointment tbh.

DVardysShadow

DCFC79 wrote: »

I think actually going to overclockers for face to face chat isnt right especially if you go guns blazing. Maybe do it through proper channels.

If they have premises where they deal with customers, this would be an entirely proper channel.

visidigi

arcon5 wrote: »

If its an industrial unit they will likely send you away without an appointment tbh.

It an industrial unit with a store and customer care shop front

DVardysShadow wrote: »

If they have premises where they deal with customers, this would be an entirely proper channel.

if certainly would expedite the itial discussion on the issue if you were onsite, although be prepared for a wait and be prepared to not leave with a working PC (e.g. leave it behind for repair most likely)

loadbang

Yikes, Overclockers have some of the worst customer service.

I have never worked with or bought from them, but I used to write for some leading internet web sites and magazines between 2001 and 2004. Oh boy, they became hot topic complaints from reader letters. Just stay clear of them, as well as OCZ products.

erdd2

I had a tv returned with screws missing. Was given "run around" so asked trading standards to visit for visual then raised a small claims action. Company refunded within 2 weeks plus costs and then I gave them the run around and amazingly they gave up calling to have their tv returned informing the court they had let me keep it!

Nilrem

Two things I'd suggest for the OP.
Be polite, save the all guns blazing until it's actually needed.
Ring before you go - I don't know if Overclockers will have a fully manned tech support department on a Saturday (they may not be able to fix it there and then even if they do), and the counter staff may not be able to help much immediately if the tech guys aren't there.


The only real problem I can see is the time between the repaired machine being delivered, and the problem being reported - couriers etc tend to have a time limit on claims, and it sounds like it may well have been dropped in transit (from my experience the boxes PC's are often in may show little or no damage* from a fall that is serious enough to cause some heavy parts inside to come loose/shift, especially with modern coolers on CPU's and videocards which can weigh 500g+).

*A crumpled corner might be all that is visible, yet the force from the drop enough to pull a cooler off a CPU, or damage some videocards..

sassybird

Thanks for all the advice.

Got to go this morning asap as my son is due back at work in our town (40 miles from overclockers) at 1pm today. We got back from our hols yesterday afternoon at 4.30 and he went straight to my works to pick up the pc. We were advised it was delivered to them 21 July. OC had had it about a week for tests. My works put it straight into a locked storeroom for safety until we could pick it up.

Absolutely no sign of damage from the box. I am going to be polite, but I really think they need to see the item and packaging rather than me explaining it over the phone. At the end of the day if I send it back by courier (I am back at work Monday) it will take a week or so for them to sort it. And tbh I would rather go and pick it up now when ready rather than rely on courier.

Have not got a clue what's gone on, but it knocked us sick yesterday to return to this.

I know they won't be able to fix it today, but at least I've got it back to them asap.

Will update later - hopefully with favourable results.