PC World

jangor_2 · 24 February 2007 at 11:46AM

My son recently returned headphones (which continually fell from his head) to the Head Office of PC World by recorded delivery together with a polite letter. He then sent a second letter together with a copy of the first. This was approximately three weeks ago and to date he has not even received an acknowledgement and

is unsure what to do next.

hjb123 · 24 February 2007 at 1:22PM

How come they werent returned to a store? Did he send it to an address that they told him to? Has he rung them to see if they have received them rather than just writing?

If he paid by credit card it may be worth contacting your credit card company though in your situation Im not sure it will be any good

jangor_2 · 24 February 2007 at 1:25PM

He contacted the store the same day of purchase but they advised they could not assist him. We then tried emailing the customer services department. They said they could not help and eventually supplied the name of, they said, the Director of customer services and address. The parcel and letter was then sent there by recorded delivery and I understand has been signed for by the company but since then, despite his letters, they have made no response at all.

hjb123 · 24 February 2007 at 1:34PM

How much were the headphones? How come the store couldnt help him? Sorry for all the questions am just trying to get a clearer picture?

jangor_2 · 24 February 2007 at 2:21PM

The earphones cost £40. When my son returned them to the store the same day, quite truthfully explaining that he had tried them on at home but could not keep the earphones on his head, he was told he had used them and for hygienic reasons he could not return them or have his money refunded. He politely pointed out that he was not told this when he purchased them and that on checking the packaging he was unable to find any mention that the earphones could not be returned once tried. He was advised to contact the Customer Services Department, which he did, initially by phone and then by email on several occasions. He was told they could not assist. They added that he could not expect his money back because he had changed his mind! He was then reluctantly given the name of the Director of Customer Services and, as mentioned, the earphones plus letter plus receipt were sent by recorded delivery. This was then followed by a further letter with a copy of the original but he has still failed to receive any response. Unfortunately £40 to my son is quite a sum to lose and he still needs headphones. He did not return them because he had changed his mind he simply cannot use them in the way they are supposed to be used. He paid for the earphones by cash.

hjb123 · 24 February 2007 at 4:38PM

If you sent them via recorded delivery rather than special and they havent been delivered (though from what I can gather they have) then you are only covered for upto £32.

I would try and speak to someone and if no joy speak to Trading Standards or the Citizens Advice Bureau though whether they would be able to help is another matter

SaraSeahorse · 24 February 2007 at 8:33PM

ridiculous

hygiene policies do not get them off statutory obligations!

if they were not fit for purpose the fact he had troed them is irrelevant

jangor_2 · 25 February 2007 at 11:31AM

Thankyou, apologies I meant recorded delivery. I understand that the package was signed for and, personally, I think it is unlikely that both the package and separate letter have "gone missing".

I agree but PC World appear to wash their hands of any complaint and will not respond to any correspondence. They now have the headphones and the money so guess they are in a win win position.

ilovemycats · 25 February 2007 at 1:49PM

Small claims court!!

I'd personally encourage your son to research the ins and outs online and go for it. While it may cost another £30 to submit, the likes of PC World/Currys etc. will relent. You're looking to get back the following;

£40 - Original headphones cost
£30 - Time in faffing about with PC World
£30 - Court costs
£30 - Time in researching and presenting court papers

All of the above are entirely reasonable costs imposed. It's only when you start inflating those costs that the court won't uphold them.

Unfortunutely PC World/Currys invent their own version of the Sales of Goods Act.

Trading Standards may be another group to approach. I'd hope your son declares war on PC World and gets some enthusiasm out of the little guy going against the big guy. It really can be quite satisfying.