PC fault- what's my rights?

houghy_1

Hi, sorry if this has been posted before but I've got a quick question before I go out.
I bought a laptop from PC World Feb 12 and its looking like it has a fault that he couldnt determine without delving too deep according to the PC shop I took it to.
So how do I go about a replacement/ repair/ replacement?
Thanks.

devils_spawn

Have you tried looking at the manufacturers website first to see if they have a helpline?

mattyprice4004

devils_spawn wrote: »

Have you tried looking at the manufacturers website first to see if they have a helpline?

His SOGA rights are with the retailer - they should be the first port of call.

The manufacturer don't have to do anything.

wealdroam

http://www.moneysavingexpert.com/shopping/consumer-rights-refunds-exchange

http://www.moneysavingexpert.com/shopping/how-to-complain

vuvuzela

mattyprice4004 wrote: »

His SOGA rights are with the retailer - they should be the first port of call.

The manufacturer don't have to do anything.

Oh come on. If there is a common fault that can be sorted by the user doing something straightforward, then surely it's good advice to simply look at the manufacturer's website or give them a quick call ? After all, if the problem is user-solvable, then it saves having to be without the laptop for 3/4 weeks qwhile PC world 'fix' it.
We all know here that the contract is with the retailer, the person giving the advice about looking at the website didn't try to refute this.

mattyprice4004

If he had to 'delve deep' it's not going to be an easy fix, best to get the retailer involved as it's likely going to be a complex repair.

vuvuzela

mattyprice4004 wrote: »

If he had to 'delve deep' it's not going to be an easy fix, best to get the retailer involved as it's likely going to be a complex repair.

The PC shop could well have fobbed off the OP with this in an attempt to get money for a repair, that is a fairly common practice in my experience. Or alternatively they couldn't be bothered to look.
It won't hurt the OP to just try and find out from the manufacturer if this is a common problem, this then also gives them more ammunition when they take it back to PCW.

WTFH

Firstly, can you describe the fault to us, rather than just saying you think it has a fault.

I would say that your first port of call must be with the retailler you bought it from. Let them look at it and decide the next course of action.
As for your "rights", well until we know what's wrong with the device, it's hard to say what rights you may or may not have. I certainly wouldn't go in saying "I demand a replacement, I know my rights", if the issue is easily fixed with the right software/equipment, or is related to how the computer has been used or software/hardware that has been installed on it.

shaun_from_Africa

mattyprice4004 wrote: »

His SOGA rights are with the retailer - they should be the first port of call.

The manufacturer don't have to do anything.

The manufacturers do have to do something if there is a manufacturers warranty in place and the fault is covered by that warranty.
A warranty doesn't have to be offered, but if it is then it forms a contract between the warranty issuer and the consumer.

ANyway, if I had a faulty computer that was purchased from PC world and I had the option of getting it fixed by the manufacturer or allowing a PC world "expert" to have a go, I would pick the manufacturer every time.

houghy_1

Hi, thanks for the quick replies. The computer shop were quite good,the computer shop didn't want to delve any deeper because I said I would be taking it to PC world and not to disturb anything really.
The fault is that it boots up to the home screen but then just won't do anything.
Anyway, I've just been to PC World and spoke to the 1st salesperson who said I needed to go to the manufacturer. When informed it was PCW who I need to see he called his manager.
After a conversation with him I was given a customer services number to ring as it was over 6months old they would not sort it through the store. I was told I need an independent check of it to determine the fault etc. they would be willing to repair but that would incur a £50 plus parts charge.
The reasonable period of time argument just got dismissed.
Where do I go now?
Thanks gain in advance.

OlliesDad

houghy_1 wrote: »

Hi, thanks for the quick replies. The computer shop were quite good,the computer shop didn't want to delve any deeper because I said I would be taking it to PC world and not to disturb anything really.
The fault is that it boots up to the home screen but then just won't do anything.
Anyway, I've just been to PC World and spoke to the 1st salesperson who said I needed to go to the manufacturer. When informed it was PCW who I need to see he called his manager.
After a conversation with him I was given a customer services number to ring as it was over 6months old they would not sort it through the store. I was told I need an independent check of it to determine the fault etc. they would be willing to repair but that would incur a £50 plus parts charge.
The reasonable period of time argument just got dismissed.
Where do I go now?
Thanks gain in advance.

AS the item is over 6 months old you need to prove that the fault is inherent and not down to user error/wear and tear. Once you have got proof (normally via an independent report) you would then present it to them and request a remedy as well as money to cover the cost of the report.

Have you performed a system restore? It could be a software conflict issue that would not be covered by SoGA.