PC World Refunds and Exchanges

Tazz360

My laptop hasn't been connecting to the wireless network lately, so I popped down to PC World and asked one of the guys if he had any idea what could be wrong.
Straight away he pointed me in the direction of wireless adapters and recommended the minimalistic USB adapter for 30 pounds.
I asked him if it didn't work for me, then would I be able to return it for a refund, he said yes and nothing else.

Unfortunately the USB didn't work, Windows 7 said the adapter was experiencing problems (same as my internal Intel adapter).
So I went back to PC World and tried to get a refund... No chance.
The gentleman that approached me explained that if the box had been opened, then they couldn't refund me.
I understood their policy, but couldn't understand why a member of staff assured me that I could bring it back.
I showed him the box and told him it was opened from the bottom (top end had a security label) and I had carefully removed the USB device, he repeated that he wouldn't refund me and started talking to me like I was stupid, his facial expressions appeared to come across as I was trying to pull a fast one and smirked a couple of times.

I gave in and told him I was stuck with a piece of equipment that was no good to me, he told me that I shouldn't buy something that I wasn't sure of, I then left very angry at the bad customer service I had just received.

If a company has a strict policy on refunds and exchanges, then fine, but there is no need to belittle the customer.

Has anyone else had this sort of problem with PC World and similar stores?

BARCLAYS

Ok..I have worked for this company for 2 years now. Firstly the Box was opened & our refund policy states that you can only return the item in brand new condition (Sealed Box) How many days did you have the item for?

alistair.long

PC World do like to anoy people.
Firstly the laptop does not work as it should as the wireless is not working, if you are saying it is not recognising it etc.. then goto the store and goto the Techguys counter and ask them nicely to have a look and show them the receipt.
They would rather repair it then to give a refund.

What I did and dont recommend, I went online and ordered a laptop, then took it into store to get a refund, then called to get my refund on postage, did it again, and again, then I got bored and they started refunding me within a month.

Zandoni

It was bad advice to tell you to buy it in the first place. Did you explain the situation to the store Manager?

You're laptop obviously has problems perhaps you should backup your data and restore your computer to it's original setup. At least you will know if it's software or hardware

somethingcorporate

Could you not take it back to the guy that said you could take it back? or at least get him involved in the conversation?

pmduk

I hope other people see this before they consider buying at PC World. Their customer service is dreadful.

Esqui

Tell them it doesn't work. Or take it back to a Currys store...most of them don't have a wireless network they can test it on!

CoolHotCold

Tazz360, it all depends on how the guy who pointed you in the direction of the Wireless adaptors said things.

If you asked him, "If it is faulty, can I return it" and he said yes, then you can return the item, but they can check in PcWorld and if it works on their systems then its a issue with your laptop and so the usb wireless adaptor isn't faulty and no refund will be provided, if it fails on their systems they'll refund it.

But if you asked, "If it doesn't work on my system, can I return it" and he said yes, he would be thinking along the lines of either if its faulty and doesn't work can you return it (right response) or he would be thinking, if it just doesn't work on your system can you return it (wrong response).

Either way, follow Esqui's advice and take it into currys as they rarely have the systems to test the items anyway.

NoSatisfaction

Buy another one from PC World on line. Return the open one under the 7 day DSR policy and take the new sealed one back to the store.

Serves them right for being numpties!

shaun_from_Africa

Buy another one from PC World on line. Return the open one under the 7 day DSR policy and take the new sealed one back to the store.

Very bad advice as there is a good chance that by doing this the OP will then end up with 2 unwanted computers.

All the store or online department would have to do is to check the serial number of the computer being returned and they would see that it was not the one that they sold.

somethingcorporate

shaun_from_Africa wrote: »

Very bad advice as there is a good chance that by doing this the OP will then end up with 2 unwanted computers.

All the store or online department would have to do is to check the serial number of the computer being returned and they would see that it was not the one that they sold.

????

Read the OP, they are talking about a wireless dongle not a pc!