PC World. Never again.

Unintentional

After researching my options. Eventually I placed an order for a Steelseries gaming headset from PC world at £59.99. It arrived on Wednesday and I got my first use out of it yesterday.

After only 30 minutes of use. I found it to be extremely uncomfortable and it left my ears red and aching.

I rang their customer services the same day. And the guy was helpful. Told me to take it to my nearest store with the order number and the card I paid on and they would refund it for me.

I had work today, so I headed to the store before my shift, I told a member of staff the problem and that I had spoken to customer services and they told me I could bring it to store for a refund.

He simply said to me, "Since you've opened it, It has to be processed with the online department." I told him that customer services told me to come into store but he didn't care. Just kept repeating himself saying that because I've opened it, he can't resell it in store so I would have to send it back myself.

I tried telling him that distance selling regulations states that I'm allowed to open and inspect the goods and since it was unfit for purpose anyway that it doesn't matter that the box had been opened. but again, he wouldn't do anything. and when I asked to speak to a manager he claimed that he was one.

I didn't have time to debate it with him further, since I was due to start work, So I called customer services back for them to tell me that his advice WAS incorrect and that I should of been refunded in store.

He has arranged to have it picked up from my house on wednesday but after reading the e-mail that was sent to me to confirm it, it stated that I would be charged for the pickup. Why should I have to pay to have it returned when the store is only a mile or so away and I'm fully capable of making it there?

So I have to go in on my day off tomorrow and debate with this 'manager' again. When in the first place, I should of been refunded there and then. Never shopping there again and I would advise other to steer clear as well.

Props to the customer services team though. They were really friendly and helpful.

If anyone has an e-mail address that I can write a letter of complaint to. I would greatly appreciate it. Going to get this mugs name and tell them exactly what I think of him.

Rant over!

Takeaway_Addict

I would suggest that if they refuse again phone the customer service people up in the store and then when you get them to confirm it again promptly hand the phone over to the manager!

vyle

While it is pretty poor service from PC world -- it'd be nice if companies treated their online and in-store departments equally, I should point out one thing:

I tried telling him that distance selling regulations states that I'm allowed to open and inspect the goods and since it was unfit for purpose anyway that it doesn't matter that the box had been opened. but again, he wouldn't do anything. and when I asked to speak to a manager he claimed that he was one.

It IS fit for purpose. it works as a headset, however your ears are not right for it... i'd be wary about throwing "not fit for purpose" around so casually. One could argue that some red curtains aren't fit for purpose because you decided that they wanted purple. Uncomfortable does not mean faulty.

You do have the right to return under DSR, and thankfully, I believe it's only in-ear headphones that are exempt, not over-the-ear headsets.

Unintentional

vyle wrote: »

While it is pretty poor service from PC world -- it'd be nice if companies treated their online and in-store departments equally, I should point out one thing:



It IS fit for purpose. it works as a headset, however your ears are not right for it... i'd be wary about throwing "not fit for purpose" around so casually. One could argue that some red curtains aren't fit for purpose because you decided that they wanted purple. Uncomfortable does not mean faulty.

You do have the right to return under DSR, and thankfully, I believe it's only in-ear headphones that are exempt, not over-the-ear headsets.

Thanks for the reply. So what would it fall under? I would of been happy with it if it didn't destroy my ears, but surely I can't be expected to wear a headset like it?

the_lunatic_is_in_my_head

Unintentional wrote: »

Thanks for the reply. So what would it fall under? I would of been happy with it if it didn't destroy my ears, but surely I can't be expected to wear a headset like it?

It's a change of mind unless there is a design fault causing you injury which would be unlikely as anything sold by PC World would be made to European Regulations. Are they are any reviews for the set on Amazon?

If classed as a change of mind then the return costs are the consumer's responsibility if stated in the terms before, and via durable means after, the contract had begun.

vyle wrote: »

I believe it's only in-ear headphones that are exempt, not over-the-ear headsets.

In ear headphones can't be exempt from the DSR regs (might not stop some retailers trying to exempt them though).

Azari

vyle wrote: »

It IS fit for purpose. it works as a headset, however your ears are not right for it... i'd be wary about throwing "not fit for purpose" around so casually. One could argue that some red curtains aren't fit for purpose because you decided that they wanted purple. Uncomfortable does not mean faulty.

I'm not sure that this is correct.

Headphones are not 'sized' and are usually sold sealed.

Thus, unless the OP is in possession of a big giant head - i.e. one that is significantly larger than any normal head the 'phones should be adjustable for a comfortable fit.

If they are not, then they cannot be fit for purpose since buyers may not be able to use them for the purpose for which they were sold.

Unless the OP has an extraordinarily large head (or the description of the 'phones included a size limit), or some very uncommon allergy then any phones should be able to fit.

Unintentional

Azari wrote: »

I'm not sure that this is correct.

Headphones are not 'sized' and are usually sold sealed.

Thus, unless the OP is in possession of a big giant head - i.e. one that is significantly larger than any normal head the 'phones should be adjustable for a comfortable fit.

If they are not, then they cannot be fit for purpose since buyers may not be able to use them for the purpose for which they were sold.

Unless the OP has an extraordinarily large head (or the description of the 'phones included a size limit), or some very uncommon allergy then any phones should be able to fit.

I can assure you that my head is of a normal size. :rotfl:

Joeyness

I once returned some headphones (the hook over ear kind) bearing the message one size fits all - because they did not fit my small ears. I demonstrated how moving my head half a centimetre caused them to fall off and they refunded without argument.

Unintentional

Just got back from the store. Much better experience. Was served by 3 young lads who understood the problem. Refunded in full and we had a lengthy discussion about headsets and what we've all got. Much better experience. Props to those guys.

Did have a female manager come over and question why the box was opened but after I told her that I'm entitled to open the box under distance selling regulations, she !!!!!!ed off elsewhere.

Thanks again to those lads, Named Jack, Matty and Liam for finally sorting it out for me.

malkyh

So are you now saying that you will shop there again then?

Azari

malkyh wrote: »

So are you now saying that you will shop there again then?

Because obviously if someone who you feel has let you down corrects the situation it completely undermines your case if your actually allow that to change your opinion of them.