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Faulty Laptops from PC World!!!

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I bought a laptop (Samsung) last July in PC World and bought the Whatever Happens plan alongside it. However in February, I started having problems with the colour running on the screen. I took it to the shop to get fixed and was advised to book it in for repair. After a very, very long process of waiting for my laptop (to my dismay, around 5 weeks due to being shoved from one advisor to another in terms of how long it would be, advice etc), it was written off. I got another Samsung laptop from PC World. However I am now having problems with my new laptop. There is faint horizontal lines on the screen as well as imprints from the keyboard. I have tried screen wipe and wet tissues but it's still there.

I am worried that if I go to PC World, they will just fob me off. Last time it took 5 weeks in repair to no avail. Being a student as well, it's like they deliberately try to play me.

Any advice?

Comments

  • Sounds like PC World Samsung laptops are rubbish!

    If your not Happy take it back and say the laptop isn't fit for purpose and explain that it's your second laptop from them. Demand a refund and go elsewhere to purchase a decent laptop. Try Ebuyer.com.
  • esuhl
    esuhl Posts: 9,409 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    ema_19 wrote: »
    I am worried that if I go to PC World, they will just fob me off. Last time it took 5 weeks in repair to no avail. Being a student as well, it's like they deliberately try to play me.

    Any advice?

    They're PC World, of course they'll try to play you! In situations like this, I find it helps to read up on my rights (printing off copies of the legislation, so I can quote them verbatim, if necessary). Then I work out exactly what I want them to do, and walk in to the shop with no intention at all to negotiate.

    If they offer anything other than exactly what you want, you can say, "No. This is what happened. This is what the law says I'm entitled to. And this is what I want you to do". If they keep fobbing you off, advise them that you intend to sue them in the County Court.

    If you don't get what you want, ask for the manager and make sure that any customers in the shop get to hear about how you're being treated(!).

    Failing that, walk away and put it in writing -- a recorded delivery letter notifying of your intention to take the matter to court usually does the trick.

    The worst thing is not really knowing what you want. Then they can bully you and pretend that you don't have any rights and that this is the best you're going to get and that you might as well agree... If you know what you want in advance, they can either agree or you will sue. Easy.
  • MandyAW92
    MandyAW92 Posts: 85 Forumite
    Demand a refund from PC World, then take your money a buy a new laptop from an online laptop specialist. (PC World cannot fob you off as long as you demand a refund and have proff of any issues)
  • andrewjf
    andrewjf Posts: 285 Forumite
    Tenth Anniversary 100 Posts Combo Breaker
    What a great example of customer service from PC World. And they say the Internet is killing high street retailers. I think they're doing a damn good job of that all by themselves!
  • macman
    macman Posts: 53,129 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Why don't you go direct to Samsung under the remaining manufacturer's warranty? That's where PCW will be sending it for evaluation or repair anwyay, so you'll save the days it probably spent sitting round at PCW.
    In future take your business to a reputable retailer, not DSG.
    No free lunch, and no free laptop ;)
  • gjchester
    gjchester Posts: 5,741 Forumite
    MandyAW92 wrote: »
    Demand a refund from PC World, then take your money a buy a new laptop from an online laptop specialist. (PC World cannot fob you off as long as you demand a refund and have proff of any issues)


    Unfortunalty the law does not agree, You have the right to a working device, however it's down to the retailer to decide if they wish to offer a repair or make a refund. You can ask for one, but have no legal right to getting one.

    The Whatever Happens policy may offer more rights, but you have to give the retailer to make good any fault.

    Marks on the screen from the keyboard could easily be done by the end user repeatedly putting something heavy on the laptop when folded closed, especially if it's a low to mid range laptop with a plastic case that may flex. its possible but not likely to be a manufacturing defect.
  • olly300
    olly300 Posts: 14,738 Forumite
    Part of the Furniture 10,000 Posts Combo Breaker
    gjchester wrote: »
    Unfortunalty the law does not agree, You have the right to a working device, however it's down to the retailer to decide if they wish to offer a repair or make a refund. You can ask for one, but have no legal right to getting one.
    The law may not agree but with large retailers you need to make yourself a nuisance and do it effectively.

    Large retailers DO NOT like bad publicity.

    It obviously helps if you know someone who works in the field who can accompany you and you do it loudly in a busy shop.
    I'm not cynical I'm realistic :p

    (If a link I give opens pop ups I won't know I don't use windows)
  • debitcardmayhem
    debitcardmayhem Posts: 12,667 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    Good replies perhaps but OP ema_19 not been here since the first post 21/3 ...discussion moot?
    4.8kWp 12x400W Longhi 9.6 kWh battery Giv-hy 5.0 Inverter, WSW facing Essex . Aint no sunshine ☀️ Octopus gas fixed dec 24 @ 5.74 tracker again+ Octopus Intelligent Flux leccy
  • gjchester
    gjchester Posts: 5,741 Forumite
    olly300 wrote: »
    The law may not agree but with large retailers you need to make yourself a nuisance and do it effectively.

    Large retailers DO NOT like bad publicity.


    I completely agree, but it des not change the fact there is no legal right to a refund and they also have these large security guards that may ask you to leave :)
  • usignuolo
    usignuolo Posts: 1,923 Forumite
    Well my Samsung notebook from PC World has been fine. I don't know about returning yours to Samsung though. In my experience these big chains often buy out the warranty from the manufacturer so you have to go back to them in the first instance.

    Lines on screen suggest a dodgy screen, are you sure you haven't got a reconditioned model?
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