PC World Won't Supply Spares

Thomas_Hardy

ShakeyStephens wrote: »

The product number on the back is

c6k17ea#abu

In that case it is a 65W AC power adaptor you are looking for. Can you describe the connector point on it, is it just a single circle?

If at all unsure, I would second taking a trip to Maplins - their staff do tend to know their stuff.

Jakg

The sleekbook uses a slightly annoying "mini" connection - very long connector and very thin.

Having said that - the SleekBook line has been out for a while so HP must do something?

unholyangel

ShakeyStephens wrote: »

We've tried getting one on line but the only ones were the same as PC World had. This seems to be a brand new model.

This is just very annoying. I know it is out fault but I really don't think PC World should be selling something that they can't source major spares for.

If it was faulty then obviously it would be their responsibility to source a replacement (or repair) but since it wasnt, they have no obligation to help you in any way whatsoever.

The fact they have actually tried to help suggests you've received good customer service from them.

There may be a responsibility on the manufacturer (I believe theres one for cars, where spares need to be available for something like 5 years after they stop producing the car - I say believe because its something my dad said and while he's clued up about cars, he's not really clued up on legalities), but not the retailer.

mattyprice4004

It's not fit for purpose because you damaged it - it's got nothing to do with PC World.

Did you think if it wasn't fit for purpose because they 'didn't support it' you'd be able to return it, broken, for a refund?

Why would they be obligated to keep spares? When I was selling 2nd hand laptops, did I have to keep spares for EVERY one I sold?

It's always someone else's fault these days... It's not ultimately your fault, it's completely your fault. Big difference. PC World don't have to do anything.

Jakg

Please don't hold me to this - but this looks like it should fit.

http://www.ebay.co.uk/itm/Hp-Pavilion-sleekbook-Ultrababook-charger-677770-002-A065R01DL-19-5v-3-33a-/230935433355?pt=UK_Computing_LaptopAccessories_PowerSupplies&hash=item35c4d3108b

ShakeyStephens

Thanks most of you, it looks like a trip to Maplins.

Just a couple of quick points to a couple of posters.

1. Would you say it was good customer service just telling me to ring HP?

2. Who said it wasn't my fault? I would say if I supply something to someone that is brand new it should be supported with spares etc.

The thing is I wasn't looking for it free. I know I have to pay for a replacement. I find it very poor customer service that PC World won't help me get one (other and above "ring HP"). No wonder the high street and shops like this are struggling, I wanted to spend (more) money with them and they weren't interested because it may have required a bit of work.

Fosterdog

But they will support with spares, if it wasn't accidental damage and something covered under warranty (or SoGA) they would source a replacement part at their own cost.

Also if you had their insurance it would cover a free replacement part.

They are under no legal obligation to stock spares to sell to you, if a shop like that sold every spare part possible for every item they sell they would need a stock room the size of a small city to hold them all.

No retailer keeps every spare possible, they tried to help by checking the spares they do stock and then gave the details for HP to help you. They didn't have to do that, they could have just said you broke it tough luck and offered no help at all.

Jakg

ShakeyStephens wrote: »

Thanks most of you, it looks like a trip to Maplins.

Just a couple of quick points to a couple of posters.

1. Would you say it was good customer service just telling me to ring HP?

2. Who said it wasn't my fault? I would say if I supply something to someone that is brand new it should be supported with spares etc.

The thing is I wasn't looking for it free. I know I have to pay for a replacement. I find it very poor customer service that PC World won't help me get one (other and above "ring HP"). No wonder the high street and shops like this are struggling, I wanted to spend (more) money with them and they weren't interested because it may have required a bit of work.

PC World sell chargers for over 95% of the laptops they've ever sold - by selling universal ones.

A few laptops (your Sleekbook, new Asus netbooks, old 18.4" HP laptops etc) use weird and non-standard charging connectors - most laptops use a connector from a selection of around 10.

Some parts are not available, and some are so niche it's not worth stocking. As above, their repair centre *may* be able to specially order the part, but this would require the unit to be sent to their workshop for repair - but this would more significantly more expensive than just buying the charger, which is probably why they didn't advise this. Obviously under warranty / support agreement, you wouldn't of had to pay this so no issue.

If you think it's "poor service" and its "no wonder [...] shops like this are struggling" can you find another retailer who sells both the Sleekbook and the special charger it requires? Similarly, how many retailers do you know who will contact a manufacturer to order in a product they have never ranged to satisfy a single unit?

(hint - JL sell Sleekbooks - no charger to be found on their site!)

paddyrg

ShakeyStephens wrote: »

Thanks most of you, it looks like a trip to Maplins.

Just a couple of quick points to a couple of posters.

1. Would you say it was good customer service just telling me to ring HP?

Actually it's pretty decent advice from them - they didn't try to charge you for a long, extended product search and markup, they sent you to where you should be able to get the part quickest and direct from the manufacturer with no commercial interest themselves.

When you go to Maplin, take the laptop with you - if it's a brand new non-standard connector I doubt their generic ones will fit it either, better to try in the shop than have to return it!

Beware, even generic, multi-adaptor chargers are not cheap for what they are under the covers.

CoolHotCold

I agree with paddyrg here, I'm not sure what you expected PcWorld to respond with other than ring HP.

If PcWorld are physically unable to supply a adaptor, then the next thing I would want is advice on where else may supply it. HP is a pretty safe bet.