PC World laptop repair - help needed...

scottyj17

Hi,

I dropped my laptop for repair in at my local store on 04/09/11 to fix the screen, handed over £50 deposit and was told to expect it back in 2 weeks time by the assistant that received the laptop.

Now while I appreciate the advice given isn't legally binding, I've just rung the national helpdesk to enquire about the status of the repair to be informed that the laptop hasn't even been reviwed yet.

At what point do I hold any legal grounds to either reduce the expected fee or receive a new laptop?

Help would be much appreciated

Many thanks

Scott

~Beanie~

Why would you receive a new laptop?

scottyj17

I don't know what my rights are. I read about 28 days etc but I don't know what I can expect. Help is needed...

Elle7

Is the laptop under warranty at PC World?

There is a very small chance of you getting a free laptop out of this, the only way I can think this would happen would be if it was broken beyond repair and under warranty with them.

You could write to them and express your disappointment at the slow service, but it might not necessarily speed them up.

PeteJC21

scottyj17 wrote: »

Hi,

I dropped my laptop for repair in at my local store on 04/09/11 to fix the screen, handed over £50 deposit and was told to expect it back in 2 weeks time by the assistant that received the laptop.

Now while I appreciate the advice given isn't legally binding, I've just rung the national helpdesk to enquire about the status of the repair to be informed that the laptop hasn't even been reviwed yet.

At what point do I hold any legal grounds to either reduce the expected fee or receive a new laptop?

Help would be much appreciated

Many thanks

Scott

Hi Scott
I had a laptop from PC world a few years ago. After 4 years the dc power tap inside broke and they collected it (it was still under warranty) to repair it. 2 weeks later I got a laptop back... Not mine.. somone elses!! Sent this one back and 2 weeks later finally got mine back fixed. However they had removed the DVD drive that I had installed (it came with a standard DVD drive, I replaced this with a DVD writer drive) plus no power cable!

I phoned them and I was told they had put the stock DVD drive back in as it is their policy to restore the laptop to its original configuration. They had also kept my more expesive DVD writer! I asked what right they had to do this and complained. Anyway the gimp on the phone said he'd look into it. A week later i hadnt heard anything so I phoned back. Evetually got the power cable back but no DVD drive. This went on for a further 2 months, i kept having to chase them up and ask them where it was, it got to a point I was being fobbed off all the time and i ended up shouting at several of their useless call centre staff.

Another week or two passed and i phoned again, finally spoke to someone helpful who told me that under the terms of the warranty, because it had taken longer than 2 months to resolve the issue I was entitled to have the laptop written off and sent vouchers for a new one. I backed up my stuff, they collected it and sent me £450 in PC world vouchers to put towards a new laptop (which i sold on ebay for £425 cash and used the money to build myself a PC).

Check the terms of your warranty, if it takes longer than a certain period of time (maybe yours is 28 days?) they may offer to write yours off as well. But be prepared.. PC world customer services are appalling in my opinion... Ask to speak to a manager over the phone, I tried many times to no avail.

shaun_from_Africa

The laptop in question won't be getting fixed under warranty. It is a paid for repair job.

I dropped my laptop for repair in at my local store on 04/09/11 to fix the screen, handed over £50 deposit and was told to expect it back in 2 weeks time by the assistant that received the laptop.

bod1467

That sounds like their typical investigation fee for items more than 6 months old, rather than a paid-for repair fee.

CoolHotCold

Nope thats both.

But if you took it into a store its a chargeable repair, if you phoned up and went down the SoGA route they would charge £50 over the phone and arrange for a pickup and inspection.


As far as the repair goes, Chargeable repairs are taking about 20 days on average since arrival at the depo, this is "Peak" for chargeable repairs and its caught Knowhow off guard.
No you won't get a reduce charge unless you complain over the phone (and even then they might decline and say they can send the laptop back unprepared for a refund) All times when dropping off at the Knowhow bar are estimates only. (And you defiantly won't get a new laptop)

(Also the process given, or the priority goes WEH Premier --> WEH --> Warranty --> OOW (both chargeable and SoGA).

The times for chargeable repairs are now down to the usual 14 days turnaround.