Returning a faulty laptop to PC World

busybird

Not sure this is the right forum to post this in, but I recently visited PC World with the intention of purchasing a laptop. I pretty much knew which one I wanted as I had taken advice beforehand from my son and I had a budget. Our local PC World was not busy - middle of the day during the week, and I was kept waiting for about ten minutes whilst two of the staff (one a manager) were chatting, and advised 'they would be with me soon'. Eventually I was attended to and the model on display turned out the only one available locally in any Currys/PC World. I asked how much the display model would be and told no different to a stock model - if they had one as there was 'no money in the sale'. I therefore declined and telephone HP direct for advice on a similar model. I ended up with a really helpful person, not at all pushy as I was also asking him for a comparison with one that John Lewis also had for sale; I decided to think over his advice, went on line an hour later ordering the same spec machine I had seen in PC World including a mouse, laptop case and for an additional £10 an adequate everyday printer. This arrived next day, no extra cost for delivery. I just hope their aftersales (should it be needed) lives up to this experience also. I know where I will go first next time.

CoolHotCold

Busybird, if it is not a clearance item there would be no money off the laptop, as they will have to take it off display, restore it back to factory settings, move a replacement or fill up the display with something else then when the laptop comes back in stock, unbox it and put it back in the same place and reinstall all the demo content. The time wasted doing this is more than the 2 to 3 % margin on most laptops.

As far as the manager thing, if they acknowledged you first and went back to chatting it could be anything from bad manners to a staff member asking for advice on dealing with a customer issue or problem, or everyone was busy and managers will serve simple queries such as where a item is, or a quick question but sales have to be done with a customer advisor and no one was available.


What they could of done was see if it was available at the Central distribution centre, and forwarded ordered it for collection later in the week.

You can always send off a email to letusknow@knowhow.com for feedback .

busybird

Yes, this was a reduced item - apparently they were unable to obtain one from anywhere else, so think when it was gone it was gone. I think I was just really taken by the difference in attitude from the PC World store (there were no other customers there at the time and it was a manager talking to a sales advisor - whilst another sales advisor walked past - maybe with his lunch, not sure, so fair enough) and the guy at HP. I wasn't aware of the website you mentioned but will take a look as in this instance it lost them a sale as had they been more helpful, an alternative purchase fitting my requirements may well have been possible. Thanks for the info.

mattyprice4004

Yes, they are allowed to do this.

A quick 5 second Google would also have told you they are allowed to do this.

CoolHotCold

busybird wrote: »

Yes, this was a reduced item - apparently they were unable to obtain one from anywhere else, so think when it was gone it was gone.

If it was a yellow ticket or a ended in a .97 its essentially down to managers discretion, but some will give a discount to get rid of it before it drops further, it depends on the item, if it's got excellent specs for the price it's discounted to then they'll know from past experience someone will buy it for the full price. If it's not they rarely will you get a discount as they will be expecting more in the future and like I said, a lot of time is wasted by selling from display only for another to be put back on display.


Like I said, send a email to highlight the problems you had while trying to buy and if they recommended anything else or were just not interested, they will take the feedback onboard and it will be filtered down through the channels back to the store. PcWorld & Currys for some reason ( *RollEyes* ) have a bad reputation for their customer service, and they've spent millions in retraining and rebranding as well as actually giving better service in trying to change that image. It's gotten better, but feedback from the consumers defiantly helps shape policy and attitudes.

mattyprice4004

They will never start offering exchanges over 21 days IMO, it would cost too much.

I run a laptop refurbishing business, and to offer anything other than a repair (I give 28 days) would be prohibitively expensive.

CoolHotCold

Of course not mattyprice4004, the SoGA is to protect consumers but also balances the consumers rights against a business needs.

mattyprice4004

Indeed, and as both a consumer and a retailer I think they're pretty good.

Jakg

busybird wrote: »

I was kept waiting for about ten minutes whilst two of the staff (one a manager) were chatting, and advised 'they would be with me soon'.

Just because it looks like they are "just chatting", it doesn't mean your being ignored - there are a hundred reasons why a member of staff might need to talk to a manager about something work related (customer issue etc).

CurrysPCWorld_company_representative

Hi Shinigami,

If the laptop has the types of issues you have described in your posts below it shouldn't be too much to get resolved and back to you within a short space of time.

If it is deemed to be a software fault your original warranty does not cover you for that. I can't see it being a software issue from what you have described.

In order for us to resolve your issue if you would like to call 0844 561 1234 (local rate 5p per min) you can speak to a member of our tech team and they can organise to pick the item up from your home or a location of your choice and we will try to get the item back to you as soon as possible. If we are unable to repair the product within a reasonable amount of time (28 days Max) then we will look to offer an exchange or refund towards another product.

If there is anything else I can do for you please check my Bio and my email address is on there for direct contact

Kind Regards,

Paul
The KNOWHOW Team.

Shinigami wrote: »

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 :-(