Faulty Laptop And PC Worlds Response

protosaurus

Hi I was wondering if this is the forum to ask for advise regarding a laptop I purchased from PC world just over 5 months ago on March 14th of this year, the laptop has sincedeveloped a fault in which the hinges attaching the screen to the keyboard have become loose through no fault of my own.

The laptop is a Lenovo g570 and a quick search of google with the relevant search query throws up a lot of pages regarding this fault which is well known.
I took the laptop back to PC world and was immediately met with the response that this was obviously accidental damage and therefore my fault!, to which I replied it was indeed not my fault, the sales assistant insisted that this could not have happened on its own implying that I was indeed lying!, and actually questioned me on "how could this have happened on its own"

I replied could she prove it was my fault which kind of stopped that train of thought in her and made her call the manager down.
Fair enough I thought perhaps this would be dealt with more professionally now, the manager stated that as this was outside PC worlds 21 day warranty I was not able to get a replacement but that they would send it back to Lenovo who would then ascertain if the damage was accidental and therefore charge me, or if it was indeed a fault with the laptop and would be repaired under warranty, I stated I will not be paying anything at all to Lenovo and that my dealings were with PC world as they had taken my money, the manger replied that was up to me basically telling me I am now dealing with the manufacturer.
So the laptop is now in PC world and will be sent to Lenovo tomorrow morning, I received no timescale on a repair and I am very disgruntled with PC world to say the least, and will never be using their shop again.

I was really just needing some advise on what steps to take if Lenovo do try to charge me and I refuse. Any knowledge is much appreciated, thanks.

SuperHan

This is entirely in line with SOGA. Within the first 6 months the onus is with the retailer to prove that the fault isn't inherent/is damage. PC World are doing this by sending the machine to Lenovo to create a report and conclusion.

If it is concluded that it is accidental damage, you have no right to a repair/replacement/refund free of charge. You may be able to ask for a second opinion, but you may have to pay for that and get the costs reimbursed if the fault is determined inherent.

I'm sure Lenovo/PC World will contact you before any chargeable work is carried out thus giving you the option to decline and have the broken laptop returned.

Also, as per SOGA, the retail has to offer either a refund, replacement or repair. PC World have opted for the repair option.

They have a "reasonable" amount of time to complete the repair and this cannot cause significant inconvenience. However, in most cases, being without a laptop is not a significant inconvenience. For most people it is a commodity, unless you rely on it as heavily as say Stephen Hawking.

Other than maybe the unpleasant attitude of the first salesperson you spoke to, PC World have acted completely within the law, and I'm afraid most other electrical retailers wouldn't have offered much more.

protosaurus

Thanks SuperHans, I will await a response from PC world, It seems that this common fault is at the detriment to consumers and that these laptops should have been recalled.
If I do get charged I will get a second opinion, although surely the amount of posts on various forums regarding this models hinge problem will strengthen my case.

protosaurus

It does seem a very biased way of gaining a report, ie by sending it to the manufacturer of the laptop, I wonder if it is in the manufacturers interest to state that it was accidental damage or a fault inherent in the model, it just seems the whole system here is weighted against the consumer.

arcon5

protosaurus wrote: »

It does seem a very biased way of gaining a report, ie by sending it to the manufacturer of the laptop, I wonder if it is in the manufacturers interest to state that it was accidental damage or a fault inherent in the model, it just seems the whole system here is weighted against the consumer.

In which case it can be counter argued and your own independent report obtained.

DCFC79

arcon5 wrote: »

In which case it can be counter argued and your own independent report obtained.

Which must be paid for by the customer

bod1467

DCFC79 wrote: »

Which must be paid for by the customer

And refunded by the retailer if it finds an inherent fault.

CoolHotCold

Well Bod1467, not automatically. The retailer can still refuse and say that as Lenovo themselves (Remember you have no contract with Lenovo) have stated it is accidental damaged by impact point X/ some other reason, they can refuse any payout or claim.


You would then have to go down the small claims court way to get a resolution and payment for the independent report. IF the judge agree's that your independent report probably done by a local shop has more expertise than the manufacturer/repair agents of the laptop.


But the costs of doing that outweigh any costs PcWorld have and create negative press/customer will.



For the OP, PcWorld have behaved in the correct manner, look at it from their point, hinges/screen are usually damaged by the consumer, and their stance is entirely in line with the SoGA.


However if you believe the manner you were spoke to wasn't the best, or the way they relayed the information wasn't to your expectations send a email to LetUsKnow@Knowhow.com along with the Service Docket No, what branch you took it into and any names you remember (and a contact number for yourself)



*Edit* Also, people rarely go onto forums to post praise, typically you'll only get a very small fraction of people out of the hundreds/thousands/hundred of thousands/millions who purchased X and X has gone wrong with it, Also, it doesn't Help Lenovo have different models under the G570 moniker

protosaurus

I can see it from PC worlds point, hinges probably don't break in your average lappy and it may appear accidental, if however PC World had done a quick google search of the problem and seen all the search results regarding the fault then they might not have been so quick to call me a liar and treat one of their customers in a condescending, uninterested manner.

I suppose the crux of it is how a company treats its customers and shows some respect, I can always vote with my feet in future and let others know of my experience with PC world.

Perhaps Lenovo will accept that it's a fault and it will get repaired I will wait and see, thanks for all your replies :beer:

Techhead_2

I think you are putting too much reliance your Google searches. As the saying goes: the plural of anecdote is not evidence.

Your laptop may well be faulty, however unless you can analyse the search results then you don't know how significant they are.

Far more productive to have your own laptop examined.

protosaurus

Never heard that saying, but it makes sense. Just going to see what happens next.
PC World just got my back up with their customer services approach I think