PC World service agreements...

itchi

Hi, can someone share their knowledge about a service agreement I have with PC World....
We bought a desktop PC in 2006 and have paid a monthly fee for a serive agreement. The document I have clearly states what isn't included (plugs, wires etc, cosmetic damage, theft, being unable to use the product) and it also staes we 'must take all reasonable precautions' to protect from damage, such as using anti-virus software - which we have done.
After 5 weeks of problems, being assured the computer is fixed only for the same problem to be present, I have today been told that as my computer has a virus, and this is a software problem, I am not covered. Are PC World allowed to change the wording of my service agreement without telling me/sending me an updated agreement that states 'software problems' are not covered by the agreement? I don't see how we can pay each month for a service agreement and after five weeks of trying to fix the problem and not knowing what is wrong with the PC, they suddenly decide its a software problem when I ask about a replacement.
The initial problem when I took it into store was a corrupted hard disc, the virus only seems to have come about since PC World 'fixed' it...
Thanks

Flyboy152

It very much depends on the exact wording on the agreement about what is excluded.

justifier

Itchi, what AV are you using? does the computer switch on or is it currently unusable? what is the model of the laptop?

Esqui

I normally do recoveries and virus removals free of charge for people with service agreements. But that's just me, I'm occasionally a nice person.

itchi

Justifier, sorry I'm a bit thick, whats AV? It's a Packard Bell desktop PC. My problems started 5 and a half weeks agao with a message about not being able to write to a drive, PC World took it away and when I got it back (allegadley witha new hard disc - this has since been denied) whichever web browser I used re-directed itself to a different page whenever i tried to search for something through a search engine. It's not useable at the moment as its still in store, staff there have admitted they don't know how a virus can still be present on the computer after (at least) 3 restores.

justifier

AV is anti-virus, as far as a virus existing on it there are a few ways depending on how they restored the device.

itchi

Ah, right - obvious now! We were using the Virgin protection we get with our broadband

justifier

oh right okay, if PC world insist that it is a virus and will not remove it for you. Then try taking it to a local firm who offer the service, keep the bill, complain to virgin media asking to be reimbursed for it as it was there security that has caused the issue due to not picking up the virus, note that the EULA (licence) with the software clearly states that they cannot be held responsible if it doesn't work, they may give you some money back as a way of compensation.

But in answer to your original question, no pc world do not have to cover it, its not very good customer service and personaly i would have sorted it if it was my store (note: i do not work for DSGi) but unfortunately they are right, legally.

Flyboy152

justifier wrote: »

oh right okay, if PC world insist that it is a virus and will not remove it for you. Then try taking it to a local firm who offer the service, keep the bill, complain to virgin media asking to be reimbursed for it as it was there security that has caused the issue due to not picking up the virus, note that the EULA (licence) with the software clearly states that they cannot be held responsible if it doesn't work, they may give you some money back as a way of compensation.

And what do you think the outcome of that would be?

But in answer to your original question, no pc world do not have to cover it, its not very good customer service and personaly i would have sorted it if it was my store (note: i do not work for DSGi) but unfortunately they are right, legally.

How can you know that without knowing the full details of the contract?

justifier

Flyboy152 wrote: »

And what do you think the outcome of that would be?

Probably minimal but worth a try, i have never had any dealings with virgin media to know how they would react.


How can you know that without knowing the full details of the contract?

Going from personal experience service contracts do not cover software. there is still a possibility but i'll be damned if they didn't cover them selves

itchi

It's not that they won't remove the virus - they keep telling me they have but when i get it home i have the same problem. The store are clueless, and the phonline people just keep repeating it has been fixed, but it keeps getting sent back to the service centre as the store can't fix it. I've asked about a replacement today as I'm getting nowhere with fixing the PC, and been told as its a virus I'm not covered for a replacement. At the end of tether with their 'service' as well!