Shop Acer terrible customer services!

stuartw101

Basically recieved my new pc, plugged everything in, i used my old monitor which works on my other pc and when i turned pc on the monitor stayed on standyby with no picture, i tried another monitor and the same thing.

Phoned them up only asked if i had tried another monitor which i had done and then said it sounds like it needs repairing, i said i would like it to be replaced afterall i bought a new pc not a broken one, they agreed but said they would test it for the problem i describe and i agreed. I phoned them up later that week and found out there was no problem, they had used different monitors and they all worked. They then said i would have to pay £15 for the collection and £15 for it to be sent back to me which i agreed but wasnt happy about. They said i would recieve it today but havent. At the weekend i have been looking into my rights etc to see if this was right because it didnt seem right to me.

I phoned them up today and explained it all and said that i wasnt told that i would be charged delivery if the pc didnt have the problem that i said it had and that they couldnt explain to me why i had the problem and that they said i should sent it to them to be looked at if i wanted it to be replaced. I found out that the person i spoke to about sending it back hadnt filled in the returns forms properly or not at all, also the person didnt follow procedures by not telling me of the potential delivery charge if there was no problem with the pc.

They said that they would only charge me for the collection of the pc (£15) and not the delivery of sending it back to me. He said that he would email me the returns terms and conditions, he asked me if i wanted to accept just the £15 charge, i basically replied saying that if im within my rights to not pay the delivery charge then i will look into that. He said OK and that i should contact them about it, im not sure if they have already taken the £30 or not but i should get the pc back tommorow as there was a delay over the weekend, which he apologised for. I think he wanted to go because it was close to 5pm!

Anyway what do you think i should do about this? do you think i should try and get the £15 cancelled so i dont pay anything as it is their fault? Afterall they cancelled half the fee which tells me they know they have made mistakes.

What do you think? I really need help, anyone at all? Martin? LOL + 7p min phoning will pribaly come up to about £10 as it is, could i get them to pay me phone bill?

Thanks

BrightonLad

I wouldn't pay anything! They offered to collect it etc, and didn't tell you about the charges if nothing was found to be wrong with it. I'd have thought they would ask you to do more tests or talk you through some troubleshooting to further identify a problem before getting you to send it off. Don't know much about PCs but are all monitors compatible with all PCs?
What are your plans when you get the PC back because surely if they haven't fixed anything it still won't work?
Hope it all goes ok!

webmasterpolo

Read the terms of your warranty and the terms of the sale. If they state a handling fee will be incurred if the fault is not covered under warranty (most do say this) then they never needed to tell you over the phone as the contract stated it so they do not need to repeat themselves. Check out the website t+c for the terms of sale and then check out the unit warranty. If you bought this online/over the telephone you do have the distance selling regulations behind you and you could depending on how long you have had the unit reject as not fit for purpose.