PC World faulty computer refused refund

juliawalker_2

We paid £529 by credit card for an Acer computer in February this year. The screen developed a bright yellow line. This was soon joined by a second bright yellow line running horitzonally across the screen. We returned the laptop to the store of purchase. We were offered a repair. This would entail the laptop going back to the factory & we'd be without any internet access for however long this takes.
Also, what happens if this fault develops again.

I told the salesperson I was unhappy, and was directed to PC world's website. They state they will only refund within 21 days. Are they making up their own rules? If so what can we do about it?

Any advice gratefully received.

Julia

pcombo

If there offering a repair theres not much else you can do, And if they did refund it wont be a full refund.

tomoney

they wont offer you your money back and dont have to

You could ask for a courtesy laptop whilst yours is repaired but im not sure they have to supply this but the are allowed to take a 'reasonable' amount of time to inspect and repair

You take it back again if the fault returns

Money_saving_Martyn

People used to survive without internet! I had to take my car to a garage for a few days to have a major problem fitted - I worked around it, got lifts etc - can you not pop round a friends house a few times a week to check? Obviously, I do not know why you need the internet access so I apologise if you need 24/7 access for business reasons, for example.

I randomly found this:

"In the first instance and if considered appropriate, the seller must offer to at least repair the goods. They must do this within reasonable time, at no additional cost to you and without causing any significant inconvenience. If any inconvenience is caused you should be given a replacement item on a ‘like for like’ basis (and not simply the cheapest and most basic model)." on this website: http://whatconsumer.co.uk/returning-damaged-or-faulty-goods/

Doesn't look like they're making up their own rules based on this site - sorry! The best you can hope for is a courtesy laptop of some kind but I've never ever heard that done before!

wealdroam

juliawalker wrote: »

They state they will only refund within 21 days. Are they making up their own rules? If so what can we do about it?

Yes they are making up their own rule when they say they will only refund within 21 days.

There is no rule that says they need to do otherwise though.

If the product is inherently faulty, they need to offer either a repair, replacement or refund.
As mentioned above, the remedy should not cause you significant inconvenience.

What can you do about it?
How about reading MSE's Consumer rights article?

CoolHotCold

They will refund up to 21 days and exchange up to 28 days, after that its a repair (if its a big item like, TV/Laptop/PC)

They are not making up rules for this timeframe, it would be more accurate to say they are defining what the SoGA says, as within the SoGA it states the consumer must have a reasonable timeframe to inspect the goods and reject if faulty, 3 weeks to a month is more then enough time to discover any electrical fault, as they generally show themselves within the first few days.

As Wealdroam says, outside this reasonable timeframe PcWorld will offer a repair/a exchange/a refund, and for the first issue it will always go away for a repair which will usually take 7 - 10 days, but a maximum of 28 days is quoted before you get a exchange (so if the laptop is away at repair for 28 days you can go into the store and walk out with a brand new replacement one)

And it should not cause significant inconvenience, and just to define significant inconvenience, that would be telling stephen hawking his wheelchair has to be sent away for repair and not provide a replacement or loan, effectively confining him to the bed and causing significant inconvenience to himself and his family.

Jakg

Unreasonable to expect a refund after 6 months - some retailers *might* but PC World certainly don't have to - a repair is entirely fair.

juliawalker_2

For pointing out that Stephen Hawkins needs a wheelchair. My son whose computer this is attends a boarding school Monday to Friday. He is autistic. Its how he communicates with his friends.So while we're nowhere near as inconvenienced as your example, we do need it. Next time, accept people at face value until you know for certain otherwise. Unless you enjoy making yourself look a monge.
Julia

CoolHotCold wrote: »

They will refund up to 21 days and exchange up to 28 days, after that its a repair (if its a big item like, TV/Laptop/PC)

They are not making up rules for this timeframe, it would be more accurate to say they are defining what the SoGA says, as within the SoGA it states the consumer must have a reasonable timeframe to inspect the goods and reject if faulty, 3 weeks to a month is more then enough time to discover any electrical fault, as they generally show themselves within the first few days.

As Wealdroam says, outside this reasonable timeframe PcWorld will offer a repair/a exchange/a refund, and for the first issue it will always go away for a repair which will usually take 7 - 10 days, but a maximum of 28 days is quoted before you get a exchange (so if the laptop is away at repair for 28 days you can go into the store and walk out with a brand new replacement one)

And it should not cause significant inconvenience, and just to define significant inconvenience, that would be telling stephen hawking his wheelchair has to be sent away for repair and not provide a replacement or loan, effectively confining him to the bed and causing significant inconvenience to himself and his family.

antrobus

A few years ago I purchased a LCD monitor from PC World. Four weeks later it broke. They tested it, agreed that it was broken, but refused to replace or refund, and told me that my only option was to contact the manufacturer for repair. I ignored this advice and instead contacted my credit card provider, insisted on a chargeback and got my refund.

As a result, DSG Retail (as in Currys, Dixons, PC World) is on my personal 'Do Not Buy From List' due

wealdroam

antrobus wrote: »

A few years ago I purchased a LCD monitor from PC World. Four weeks later it broke. They tested it, agreed that it was broken, but refused to replace or refund, and told me that my only option was to contact the manufacturer for repair. I ignored this advice and instead contacted my credit card provider, insisted on a chargeback and got my refund.

As a result, DSG Retail (as in Currys, Dixons, PC World) is on my personal 'Do Not Buy From List' due

Thanks for the story Antrobus.
PCW may well have agreed that the thing was broken, but did they agree that the thing was inherently faulty though?
Subtle difference, but I am sure you will agree that they have no obligation to offer a remedy if you have broken the thing yourself.

sugarbabe861

Julia in your original post you never pointed out your son uses this for commuication while he is at school you only said you would be without internet access which is not a significant inconvience and calling people a monge is really not going to get you anywhere on here or at a store i work on the cs desk in a currys and situations like this we take into consideration all the time and sometimes do bend the rules to go in the customers favor if we believe it is going to cause hardship being away for repair