Returning a faulty laptop to PC World

Shinigami

so i took my laptop has developed afew faults and i thought its time to take it back to the store to have it exchanged or a refund.
turns out they only do a refund/exchange if its within 21 days.

So the only thing they offer is to "repair" my laptop which i dont really want them to do - if i wanted a refurbished laptop i would have bought one....
i left the shop with the laptop and thought to ask you guys on here or even trading standards..

if the woman at PC World correct? i have had the laptop for 2 months and its got 2-3 faults and the only thing they can offer me is a repair???!!

i think thats shocking :-(

Blackpool_Saver

What are the faults ?

Shinigami

the screen keeps going really dim and then bright - i have tried to tinker with display and such but its out of my power, the other is more rare - every now and again i will be playing/doing something and i will get a blue screen and it will say some sort of error - sorry in not very technical like that. i have to shut the laptop down and reboot to fix that, but the dimming issue make it near impossible to browse the net :-(

SuperHan

It is up to the retailer to offer a refund, replacement or repair... Usually the one which is at the lowest cost to them. So unfortunately the woman at PC World was correct, and you have no rights to ask for anything otherwise. (Well, you do have the right, but the retailer also has the right to refuse)

Mista_C

Two months isn't long for faults such as these to appear. You could try going down the 'not fit for purpose' route in which case, should you be successful, you're entitled to a refund.

Speaking as a computer engineer I would say that the blue screen (BSoD) might be enough to warrant 'NFFP' as usually the cause is down to bad/wrong drivers or a hardware problem. If it's drivers then it's simple enough for a tech to fix but the dimming screen could indicate a problem with the graphics board, loose inverter cable or dodgy inverter altogether. The latter two are unlikely to cause a BSoD though. Either way it's not your problem within the first 6 months, it's down to the store to prove the fault is not inherent.

JoshP

Blue screening is not always hardware related it could be software that you have put on there.

wealdroam

OP, back up your data and then perform a factory refresh.

If the problems go away, then the issues are due to something that you have done.

The screen 'going really dim then bright', could that be some power saving option that you have invoked?

Fosterdog

I would say both issues are linked, either as already suggested a software issue which a restore will fix or a graphics problem which could explain the dimming and the BSOD so not actually multiple faults with the laptop just one problem with more than one symptom.

How long have you been having the problem with it?
What make/model is it?

CoolHotCold

The first thing to do as described above is to backup all data onto a USB Hard drive/Flash Drive or DVD's (Data being Documents, music, pictures, anything you want kept)

Preforming a System restore will fix any software problems that you have and is usually accessed by Tapping F8 as soon as you turn your computer on and selecting Repair Your Computer, though some manufactures have different processes and without the make I cannot give a more detailed explication.

As others have said, the BSOD and Brightning or dimming could be software related, Preforming a Destructive Factory Restore will determine if it's a hardware (the faults will remain after a Factory Restore) or Software (no apparent faults after a restore) which could be anything from Drivers, Power management, Windows Updates, Infections, the list really is endless, a destructive restore is a relatively easy way to find out one way or another.

Also if It's a Dell F12 on startup will preform diagnostics and HP is F9 or F10 I believe.


The Law is grey in determining what acceptance of goods is (in terms of timeframe), they state a reasonable timeframe for you to inspect the goods for faults or damage and reject for a full refund, PcWorld/Currys policy is that 21 days for refunds and exchanges. Company policy does not override your statutory rights, however for the vast majority of cases where a repair is required the consumer does not fall into "Significantly inconvenienced", and those cases are handled on a case by case basis.

For Electronics, due to how they are built and designed, they will usually fail within the first few days. For Laptops, Desktops, consumer electronics 21 days is usually plenty of time to reject for a full refund as DOA faults will be revealed during this point. Outside of this acceptance period the retailer will provide a resolution within a reasonable timeframe and without causing significant inconvenience to the consumer. Again PcWorld/Currys state what this is, and is generally accepted by what the average joe thinks is "reasonable/significant". I believe the courts have made reference to when a law uses those terms they ask what the average person would think is reasonable or acceptable.


TL:DR Pcworld/Currys are right that is their responsibility to arrange a resolution under your statutory rights, and a repair would be the most efficient solution.

triple_choc_chip

Hi I had a problem with a new pc not recognising it had a dvd drive. PC World insisted it was their policy that it had to be sent off 3 times for repair before they would offer an exchange. Each time was a 3-4 wk turnaround and then waiting for them to collect again.

The techies I spoke with on the phone admitted they hadn't actually fixed anything while it was with them, just returned it again. I was without a pc for 5 months in total and didn't want another one so asked for a refund, I was aggrieved by then that they'd had my money all that time but I didn't have a PC! :mad:

The deputy manager refused a refund, telling me that they have a different sale of goods act to the one that consumers use. :rotfl:I wrote to head office, also claiming mileage and telephone costs. I then received a call from the manager asking me to call in for my refund and I received a cheque for the expenses from head office. Good luck, just keep stressing them and you will succeed in the end.

CoolHotCold

Triple Choc Chip, I agree in your case, but this is a first time issue, so as it stands, their T&C are in line with SoGA and the OP's rights are not being breached