Computer nightmares

Manc101

Hi,

Just after a bit of advice about a nightmare I am having with a computer bought in July 2011. I'll try to bullet point everything to make it short as it's a long tale...

Bought a new computer July 2011 - prebuilt system with OS installed (paid with credit card for extra protection)
Late August it started displaying a fault where graphics card would reset and the screen would go black (no signal) before coming back on
After checking and updating all drivers etc (and waiting awhile to see if would resolve itself) we informed the seller. Also it started to fail to boot correctly sometimes and would restart halfway through boot up
End of November (we contacted them in Nov and they tried suggesting solutions that didn't work) they arranged collection for repair
Repair was supposed to take 7 days - after much chasing we received the computer back 3 weeks later
2 days after we got it back the system failed completely and wouldn't successfully boot up
We spoke to company and asked for it to replaced or a refund given - they said they would replace it and arranged collection
2 weeks later (and some more chasing) the computer arrived back. Not a new one - the old one 'repaired' again
Switching it on revealed it had the original problems that caused us to send it back (it doesn't always bootup first time and the graphics card fails at random times). Also it had an error report listed for a new fault we hadn't seen before
We contacted the company to say we weren't happy that the old computer had been returned 'repaired' after being told that it was going to be replaced and that, even worse, it was still faulty. We asked for it to be collected and returned for a refund or replacement
The company contacted us back to say 'take out the graphics card and return it to us because we think that's faulty'...

I emailed them today to say I won't accept this and if they won't replace it I was going to trading standards (under Sales of Goods Act) and also I was going to contact the credit card used to pay under article 75 of the Consumer Credit Act. I think I'm totally in the right here but wanted a second opinion please?

Thanks in advance

somethingcorporate

Sounds like you are totally in the right.

Name and shame the company.

Did you buy it in pieces or as a complete system? If it was the latter asking you to take a bit out and send it back is somewhat stupid as it would probably invalidate your warranty and you could do untold damage if you were an average layman that knew nothing about computers.

Manc101

That's the crazy thing. It's a prebuilt system and we aren't exactly computer experts. Asking a customer to take out parts of an expensive computer (and risk causing further damage) is bizarre by anyones standards.

The company is Overclockers. They came recommended but I can't write what I think of the company...

somethingcorporate

I myself have had problems with Overclockers customer service in the past, if you google it they can be very hit and miss (mostly miss unfortunately) which is a shame because they are a respected forum and often have some great deals.

Whist removing a graphics card is quite an easy thing to do I think it is unreasonable for them to expect you to open up a pre-built system to remove a piece to send back.

I'd talk to your credit card company and see what they can do. Some companies it is simply not worth the years off your life arguing with the customer services!

Manc101

God. I just googled Overclockers and refund. Looks like I might be in for a battle - I'll ring the credit card company tomorrow and make them get involved.

Thanks for the help the google thing I should have done before but as they had come highly recommended I didn't think about this. To be fair, the person who recommended them hasn't used them for awhile and always bought parts and built his own computer.

shaun_from_Africa

Whist removing a graphics card is quite an easy thing to do I think it is unreasonable for them to expect you to open up a pre-built system to remove a piece to send back.

Never having done this myself, are there any static electricity precautions that have to be taken when changing a graphics card?

Ectophile

shaun_from_Africa wrote: »

Never having done this myself, are there any static electricity precautions that have to be taken when changing a graphics card?

Much the same as for any other computer component. Ideally, use an anti-static wrist strap between yourself and the computer chassis. Failing that, just touch the chassis of the computer regularly - often you can lean your wrist on the chassis while pulling cards in or out.

Make sure that the new card is readily to hand, so you don't have to walk across the room to get it, and build up static on the way

And don't forget to turn off the computer at the mains before doing any work. Do not rely on the computer's own switch..

tomwakefield

Absolutely ridiculous. They sold you a computer, not a graphics card. It's not up to you to uninstall/install components to ensure it's working properly.

If I were you I wouldn't take the computer apart. Insist they take the full computer back and, if they refuse, go to your card supplier.