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Comet and HP vent - sold a PC that apparently wasn't for sale in this country.
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PopeSock
Posts: 552 Forumite
I had a hell of a time when I bought a PC from Comet a month or so back. I spotted what appeared to be quite a good specced HP on their website for around £350. Unfortunately, there was none where I lived so I drove over to Stockport from Bolton, to pick it up.
I collected it, set it up, and while it had 4GB in it, I wanted to put a bit more memory in it. I went to HP's website and searched for the model. No joy. I thought that was a bit odd so I called up HP and asked them what the memory capacity was. And that's where the fun started.
To cut a long story short, I was on and off the phone for a couple of hours and they informed me that the particular model I'd been sold wasn't for sale in this country and that the warranty wouldn't be honoured. Now, I know that the contract when I bought the PC is effectively was with Comet, but I could forsee no end of hassles if I needed to get it repaired.
So I went to Comet in Horwich/Bolton and told them this - I asked them to call HP and HP told them what they'd told me. I explained that I'd rather get this sorted and keep the PC rather than bring it back. By looking at the system he was able to see quite a few of these had been sold. The manager said he'd contact their distribution dept and give me a call back before 12.00 the next day. No call came.
I did, however, get a call back from HP who had escalated this to their legal department and said that I should take the PC back to Comet. However, the guy at HP had also said he'd send me an email confirming their findings yesterday. He denied having ever said this when I spoke to him the day after.
I asked what steps they were taking to discover why the PC had been sold, and if they were concerned that this had happened. I'd have thought HP would have taken the matter of selling grey imports seriously, but they couldn't tell me - although whether this was because they weren't doing anything or weren't allowed to tell me I'm not sure.
So back to Comet I went, and I explained what I'd been told. Up to this point I'd only been using the PC for light web browsing as I wasn't planning on putting my own data on till this had been sorted. But I still would have liked to keep the PC or get one that was as good a spec. After talking to the same manager who was supposed to call me back but didn't, I got them to take the PC back. He couldn't give me any more info about why the PCs had been sold if they were grey imports without a UK warranty.
I asked him to exchange the PC for a model of an equivalent spec, having looked around at the store and seen that none matched up for the price. He point blank refused, despite me having explaining that it was Comet's fault that I'd had to drive back and forth and sit on the phone for HP trying to get the mess sorted out. So I eventually got my money back and went and bought another PC elsewhere.
I sent a letter to Comet complaining about this and asking them why the model had been sold, whether other people had been contacted, etc. I got a letter back the other day, saying that there was no documentary evidence that the PC was a grey import but that the matter had been referred to their import/distribution team. The same team, presumably, that the manager called - and I heard nothing more about that. Never mind the fact that HP had themselves confirmed on the phone to Comet that the model was indeed not for sale in the UK.
So, I won't be shopping at Comet any more. They can spend as much money on sprucing up their stores as they like but based on this their customer service leaves something to be desired.
I collected it, set it up, and while it had 4GB in it, I wanted to put a bit more memory in it. I went to HP's website and searched for the model. No joy. I thought that was a bit odd so I called up HP and asked them what the memory capacity was. And that's where the fun started.
To cut a long story short, I was on and off the phone for a couple of hours and they informed me that the particular model I'd been sold wasn't for sale in this country and that the warranty wouldn't be honoured. Now, I know that the contract when I bought the PC is effectively was with Comet, but I could forsee no end of hassles if I needed to get it repaired.
So I went to Comet in Horwich/Bolton and told them this - I asked them to call HP and HP told them what they'd told me. I explained that I'd rather get this sorted and keep the PC rather than bring it back. By looking at the system he was able to see quite a few of these had been sold. The manager said he'd contact their distribution dept and give me a call back before 12.00 the next day. No call came.
I did, however, get a call back from HP who had escalated this to their legal department and said that I should take the PC back to Comet. However, the guy at HP had also said he'd send me an email confirming their findings yesterday. He denied having ever said this when I spoke to him the day after.
I asked what steps they were taking to discover why the PC had been sold, and if they were concerned that this had happened. I'd have thought HP would have taken the matter of selling grey imports seriously, but they couldn't tell me - although whether this was because they weren't doing anything or weren't allowed to tell me I'm not sure.
So back to Comet I went, and I explained what I'd been told. Up to this point I'd only been using the PC for light web browsing as I wasn't planning on putting my own data on till this had been sorted. But I still would have liked to keep the PC or get one that was as good a spec. After talking to the same manager who was supposed to call me back but didn't, I got them to take the PC back. He couldn't give me any more info about why the PCs had been sold if they were grey imports without a UK warranty.
I asked him to exchange the PC for a model of an equivalent spec, having looked around at the store and seen that none matched up for the price. He point blank refused, despite me having explaining that it was Comet's fault that I'd had to drive back and forth and sit on the phone for HP trying to get the mess sorted out. So I eventually got my money back and went and bought another PC elsewhere.
I sent a letter to Comet complaining about this and asking them why the model had been sold, whether other people had been contacted, etc. I got a letter back the other day, saying that there was no documentary evidence that the PC was a grey import but that the matter had been referred to their import/distribution team. The same team, presumably, that the manager called - and I heard nothing more about that. Never mind the fact that HP had themselves confirmed on the phone to Comet that the model was indeed not for sale in the UK.
So, I won't be shopping at Comet any more. They can spend as much money on sprucing up their stores as they like but based on this their customer service leaves something to be desired.
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Comments
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just curious what's the model number ?0
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Probably just a batch labelled up wrong by the distributor. We get the odd batch of items with european plugs, or the wrong specification every now and then.Squirrel!If I tell you who I work for, I'm not allowed to help you. If I don't say, then I can help you with questions and fixing products. Regardless, there's still no secret EU law.
Now 20% cooler0 -
just curious what's the model number ?
G5325UK
And yes, I noticed that UK at the end, but both Comet and HP (I've amended the title to reflect this) weren't able to resolve this. I'd have thought it was a UK machine, but HP kept insisting no, and Comet weren't able to confirm it had a UK guarantee either.Probably just a batch labelled up wrong by the distributor. We get the odd batch of items with european plugs, or the wrong specification every now and then.
I used to work at an electronics store so I know that this does happen - and we had the odd recall. But Comet told me these were labelled up by HP themselves.So it wasn't meant to be on sale in the UK, does it really matter?
It's not like the PC will have country-related parts inside, if it breaks inside the year just take it back to Comet and get them to fix it under their warranty.
Except that their line was that it had to back to HP - and even if I got Comet to call up HP and sort it, since my contract was with them, I could see the situation dragging out - HP refusing to help because they claim it was grey import, etc.0 -
I'm surprised this happened, as I have a HP desktop and part of the model number is XXX.uk !
Have HP stopped using country codes in their model numbers?0 -
So it wasn't meant to be on sale in the UK, does it really matter?
It's not like the PC will have country-related parts inside, if it breaks inside the year just take it back to Comet and get them to fix it under their warranty.0 -
The Crucial memory adviser will also tell you how much RAM it can take, whatever model it is.0
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Probably a comet exclusive
There is a German version too http://www.computeruniverse.net/products/90411825/hp-compaq-g5325-de-w7hp64.asp
And here is the spec for the german one , is it the same as yours ?
http://translate.google.co.uk/translate?hl=en&sl=de&u=http://h10010.www1.hp.com/wwpc/de/de/ho/WF06b/12454-12454-4167862-4167870-4167870-5035310-5049772.html&ei=-aRNTrLCK4OFhQeQv-TVBg&sa=X&oi=translate&ct=result&resnum=1&ved=0CB4Q7gEwAA&prev=/search%3Fq%3DLF862EA%26hl%3Den%26safe%3Doff%26client%3Dfirefox-a%26hs%3DDyX%26rls%3Dorg.mozilla:en-GB:official%26prmd%3Divns
Also try holding CNTRL+ALT+S a box should pop up with your model number and serial number, this is what comes up on my HP machine, you can then search using the product code instead of the model number
Model #: CQ5115UK
Product #: VC913AA-ABU
Serial #: CNX929XXXX
Software Build #: 93WEv6XXXX
Service ID #: 111-XXX
PCBRAND: Presario0 -
I agree with deanos, probably a Comet exclusive. If it is, HP should have told you that this item is supported through the retailer rather than themselves.
Given the mess H P is in, I can quite see why they wouldn't be aware.
Incidentally, I don't think any retailer will discuss internal procedures with a member of the public.0 -
I *think* that if it is a model for sale anywhere in the EU that HP would have to honour the warranty regardless of any issue with UK sales policy.
Comet would have to honour it regardless of anything. :cool:0 -
So it wasn't meant to be on sale in the UK, does it really matter?
It's not like the PC will have country-related parts inside, if it breaks inside the year just take it back to Comet and get them to fix it under their warranty.
+1 - Totally agree. The parts are possibly all from the Far East anyway
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