PC World Complaint

hartle37

[FONT=&quot]I purchased a Lenovo laptop on 01/04/2012 from PC World it has had a series of faults that PC World have been unable to satisfactorily repair for any length of time, the laptop began to malfunction 8 months into its WarrantyPeriod and is currently on its third repair for the same fault.[/FONT]
[FONT=&quot]At the time of purchase I took out PC Worlds ‘Whatever Happens’ cover thinking that this would cover me for all manner of malfunctions should they occur, I have been paying around eight pounds a month for this service. In light of this reoccurring fault I have complained to PC world and asked for a replacement product, they have declined my request stating that the nature of the fault is software related not hardware and this is not covered by my contract and that the knowhow team are not trained to deal with any type of software fault. I was also told that if I want to sort out a software fault my only alternative is to call a premium helpline at the cost of £1.50 per minute! [/FONT]
[FONT=&quot]On speaking to a very unhelpful manager over the phone regarding this matter I was informed that only after 4 hardware repairs for the same fault will I be eligible for a replacement laptop. Out of my 3 so called repairs only one qualifies as a Hardware fault as they replaced the hard disc which means I need to have 3 more hardware repairs before they will consider my request for a replacement.[/FONT]
[FONT=&quot]I paid £400 pounds for a laptop that has an on-going fault making it unreliable and difficult to use I thought that I would be covered by my ‘Whatever Happens policy’. The policy is misleading and sold as complete cover that deceives customer into thinking that Computer malfunctions will be sorted out promptly and efficiently. In reality I have been paying £8 a month for nothing as they are not trained to deal with the fault on the computer that they sold me.[/FONT]
[FONT=&quot]I stated my rights under the Sales of Goods Act; however this made no difference to my claim. There is obviously a fault with my laptop that PC World will not acknowledge.[/FONT]
[FONT=&quot] The staff are unhelpful and unknowledgeable and have very little or no customer service skills. [/FONT]
[FONT=&quot]I am appalled by the service that I have received from PC World [/FONT]
[FONT=&quot]Does anyone have any advice on how to proceed with this? And if they only deal with Hardware repairs why do they keep taking my laptop away for 10days and give it back claiming to have repaired it?[/FONT]
[FONT=&quot]Any advice would be appreciated this is causing me so much stress![/FONT]

Esqui

What is the fault? Generally, if it's software-based, it's not an inherent fault, and is more likely caused by something that's been added to it (whether it's with your knowledge or not).

But there are some things that look like software faults, and are fixed temporarily with a recovery, but are a sign of something else.

Fosterdog

If it is a software fault then it is deemed as user error and no warranty with any manufacturer or extended warranty provider will cover it in the same way as hardware. You could have 1000 "repairs" each month and it won't be replaced/refunded if they are all caused by software/user error.

As Esqui asked, what is the actual fault?

Jakg

As above - we need to know the actual fault.

Software errors are 99% of the time user errors, so you can understand why they aren't likely to give you another one based on this.

hartle37

Thanks for the responses!
The laptop keeps getting stuck on the Windows start up screen, it will stay on the start up so you cant log in or do anything. I am a little confused about this as it was still happening even when there was no software on the machine and it had been taken back to its factory settings, how can this be a software issue if there is no software on the machine?
Also if this is a user error how do identify what is casing the fault so that it doesn't keep occurring I only use the bare minimum of programs on the lap top.
It's very frustrating that PC world keep taking the laptop away for 10 days and then give it back stating that it has been repaired, and that it was a software fault, but they don't deal with software faults so how can it be repaired? I never get an explanation of what was causing the problem, I just get a bit of paper saying your machine has been repaired.
Thanks for your help its really appreciated!

Esqui

It just means that they've recovered the machine, and the hardware has passed all testing.

Sometimes, though, you do get the odd machine that does keep failing despite no hardware faults at all. Confuses the hell out of everyone.

scheming_gypsy

hartle37 wrote: »

Thanks for the responses!
The laptop keeps getting stuck on the Windows start up screen, it will stay on the start up so you cant log in or do anything. I am a little confused about this as it was still happening even when there was no software on the machine and it had been taken back to its factory settings, how can this be a software issue if there is no software on the machine?
!

Windows is software so there has to be software installed for it to hang on the windows screen.
Hanging on the start up screen can often be a driver issue. Try hitting F8 (i think... been a while since i did it and not rebooting to retest) and go in, in safe mode. If it loads then it's a driver issue - possibly video card. You can try and remove the video card / driver from device manager and reboot.
Or if you've no data on there just do a full operating system re-install.

ThumbRemote

scheming_gypsy wrote: »

Windows is software so there has to be software installed for it to hang on the windows screen.
Hanging on the start up screen can often be a driver issue. Try hitting F8 (i think... been a while since i did it and not rebooting to retest) and go in, in safe mode. If it loads then it's a driver issue - possibly video card. You can try and remove the video card / driver from device manager and reboot.
Or if you've no data on there just do a full operating system re-install.

In post 5 OP says this still happens if nothings been done after its been taken back to factory settings.

I'd stop phoning and instead write, very clearly stating the problem and that the repairs so far have been unsuccessful and they still need to remedy the problem. You might get someone higher up the command chain who can help.

Fosterdog

Has it ever happened as soon as it's been returned to you restored or has it always happened after it's been used at least once?

If you don't install any software at all what exactly do you use it for? Just internet browsing?

What internet security do you use? Do you always visit the same websites? Do you download at all (music, films, photos)?

Do you have data backed up onto an external drive/USB pen/dvd? do you put this data back on every time?

It could be a virus causing it and every time you use the laptop for the same thing you are reinfecting it. A virus can come from the internet or from an infected file on some other storage.

Fosterdog

ThumbRemote wrote: »

In post 5 OP says this still happens if nothings been done after its been taken back to factory settings.

I'd stop phoning and instead write, very clearly stating the problem and that the repairs so far have been unsuccessful and they still need to remedy the problem. You might get someone higher up the command chain who can help.

In post 1 OP says that it is only now on it's third "repair", they have happened since it was 8 months old, it is now 17 months old so it is three repairs in 9 months.

One of those was completely resolved with a new hard drive so probably not linked to the other issues. OP was the new hard drive fitted on the first, second or third repair?

Really that's two software faults in a nine month period, that is not consistent with a faulty machine but consistent with user error, virus, general software glitch, especially if each time it is wiped to factory settings it works fine for several months before the problem recurs. It would be unusable very soon after a remaster if it were an underlying hardware fault not months later.

If it is being caused by the user then a new laptop wouldn't make the slightest bit of difference if it will be used in the same way, the software problem will continue until the way it's used changes.

If that is the case then you can scream and shout and take it as high up the chain as you like but nothing will make a difference to the outcome. To me it doesn't sound like they have done anything wrong, unless we are given more info on the timescales involved, and the questions on use answered.

hartle37

Hard Drive was fitted on 1st repair.
I have Norton as my internet security.
This problem keeps happening and has happened very soon after a factory reset when there was little or no software on the machine.

When there is software on it's Mircoosft Office, i tunes, and kodak printer software that's pretty much it. I don't really download very much music or pictures. My external hard drive rarely gets plugged in so there is no old data from that going back on. I have one USB this is the same one that I use for work, and its only occasionally used at home, Websites that I access are very similar to what I would look at work.
Do you suggest just running it with the bare minimum on there and reintroducing programs slowly?
Thank for all the help everyone this is far more advice than I have had in a year and a half from PC World!