Pc world laptop repair

Nat1990

In April this year I bought a DELL laptop from PC World. After 3 months the mouse pad and keyboard stopped working out of the blue so I took it back with the receipt and warranty to the store. They said that it was a fault so DELL would have to pick it up and fix it. I informed them that I was going back to uni soon so asked whether it would be ready within the next 1 and a bit months and the guy said they guarantee to have it back within 24 days. 24 days came and went so I called and asked about it. The person who answered said that DELL hadn't even picked it up from the store yet. When I said that it was a joke, that I had been promised it would be ready, and that I was going back to Uni in 2 weeks the guy replied that it was DELL's fault and nothing to do with PC World and there was nothing I could do so I would just have to wait.

This has obviously annoyed me as it means that I am going to be laptopless at Uni (a whole 6 hours away from home). What should I do???

Esqui

They should exchange it after 28 days - that is the normal policy in store

RussJK

Have you backed up?

If not, buy an external hard drive and an external keyboard and back everything up (yes, go to the store and request that you can do this).

The Sales of Goods Act is clear that your contract is with the retailer - the manufacturer is incidental.

The SOGA is also clear on repairs - they must be done within a reasonable time. PC World are responsible for seeing that it gets repaired or replaced, they don't get to pass the blame to Dell.

You are within rights to ask for a new replacement and I'd expect it very quickly. Demand to speak to the manager, otherwise you'll have to escalate it to Trading Standards:
http://www.tradingstandards.gov.uk/advice/problemswithgoods-sum9.cfm

grizzly1911

RussJK wrote: »

Have you backed up?


The Sales of Goods Act is clear that your contract is with the retailer - the manufacturer is incidental.

The SOGA is also clear on repairs - they must be done within a reasonable time. PC World are responsible for seeing that it gets repaired or replaced, they don't get to pass the blame to Dell.

You are within rights to ask for a new replacement and I'd expect it very quickly. Demand to speak to the manager, otherwise you'll have to escalate it to Trading Standards:
http://www.tradingstandards.gov.uk/advice/problemswithgoods-sum9.cfm

I am with RUSS JK on this one.

Insist on talking seeing the store manger and ask him what he is going to do to resolve. Ask him for the name, telephone number and address of his Area Manager and Group Chief Operating Officer to ensure they are fully aware of his mishandling, if he doesn't come up trumps.

If it went in 3 months then a replacement should be the way forward. After 6/12 months maybe a different story. It wa snot fit for purpose end of.

It is the retailers responsibility to sort out any issues they have with DELL.

CoolHotCold

grizzly1911 wrote: »

If it went in 3 months then a replacement should be the way forward. After 6/12 months maybe a different story. It wa snot fit for purpose end of.

Close but not quite, SoGA states the consumer must have a reasonable amount of time to inspect the goods and reject if faulty for a replacement or refund. For electrical items you would either expect them to work straight away or fail within a week, probably two at most (especially TV's/Laptops/PC's) In Dixons Retail's case, its 21 days for a full refund, and 28 days since purchase/delivery for replacement. After that it goes away for repair till the end of the SoGA protection.


That said, go in talk to the KnowHow guys and show and explain whats happened and you would like a replacement laptop under company policy. If it really is the timeframe you've given us they should apologise for their mistake and let you roam the shop to find a suitable replacement.

grizzly1911

CoolHotCold wrote: »

Close but not quite, SoGA states the consumer must have a reasonable amount of time to inspect the goods and reject if faulty for a replacement or refund. For electrical items you would either expect them to work straight away or fail within a week, probably two at most (especially TV's/Laptops/PC's) In Dixons Retail's case, its 21 days for a full refund, and 28 days since purchase/delivery for replacement. After that it goes away for repair till the end of the SoGA protection.


That said, go in talk to the KnowHow guys and show and explain whats happened and you would like a replacement laptop under company policy. If it really is the timeframe you've given us they should apologise for their mistake and let you roam the shop to find a suitable replacement.

SOGA also says that within 6 months you don't have to prove the goods were at fault.

This outfit have tried these terms for years and hope you give up meekly. In my view they are "unfair contract terms". They used to have a price differentiation clause as well. Bit like saying if it is under so much then expect it fail - if that is the case they shouldn't sell it.

When I used to buy from them (before I got better) and had a problem I found they would relent if you didn't give up. Last time I had an issue was with a SONY MP3 player when they first came out. The one that failed was 6GB and the new model was 8GB very nice thank you.