PC world won't give me a refund/exchange

urb

I purchased a tablet from PC world yesterday, after taking it home and setting it all up it developed a fault where the screen will crash and all black blocks appear over the screen. I called Microsoft and went through their troubleshooting steps, they told me the graphics card on the cpu is defective and it's a known issue in a small amount of 1st batch production and that I should take it back to the retailer for an exchange/refund.

Today at pc world I was told that they would only send it off for repair, I would normally accept this if the item is a few months old but being that it was bought yesterday and is faulty out of the box surely im entitled to a working device?

Please could people on here advise me on what my rights are and what action can I take to get a new device.

I purchased this on a credit card too - for the price of £1039

Thanks in advance for advice!

hcb42

definitely within your rights to reject the goods, not fit for purpose..what appalling customer care from PC World.

neilmcl

Agreed. Inform PC World that you are well within a reasonable period to reject the tablet for a full refund as per your statutory rights. If they still insist on a repair then you could also think about claiming from the credit card co.

SuperHan

You need to get in touch with their customer services (letusknow@knowhow.com I believe is the e-mail).

The knowhow staff in store are not normally equipped to deal with SoGA returns, and there are specific customer service teams who will deal with this and authorise the refund (it means that a consistent service can be delivered, as there are a lot of ambiguities and interpretations needed for the SoGA, so it wouldn't be fair if say one store said 1 week was reasonable for rejection and another said 1 month). If it's one day, sometimes you get someone who is sensible enough to deal with it in store, but going through customer service should get you the remedy you need!

frugal_mike

Did you make it clear to the store that the tablet was only one day old? If you had passed the 'reasonable' period where rejection is allowed then they would be within their rights to insist on a repair and not a refund.

Anyway, in the unlikely event that the proper customer service team also don't allow you to exercise you rights then it is good that you paid by Credit Card. As the item cost more than £100 you can claim against the Credit Card issuer using Section 75. They are jointly and severally liable for the contract.

Fosterdog

Their own policy is an instant exchange or refund for any faulty item under 21 days old.

Go back and show them your receipt which also states the policy, ask for a manager if they refuse.

urb

I went into another PC world store and was able to swap the device without any fuss or hesitation.

Just a bad store/one off maybe? who knows, I spoke to the manager in that store who told me she would pass on the information to be investigated. She also gave me a £25 windows store gift card as a good will gesture.

vikingaero

This is why buying expensive goods from a retailer online rather instore can be better. With online you can kick the product back to them under DSR. Instore you are at the mercy of a thicko assistant, a thicko manager and maybe unknown to you the store has been briefed to minimise all returns and exchanges.

earthstorm

vikingaero wrote: »

This is why buying expensive goods from a retailer online rather instore can be better. With online you can kick the product back to them under DSR. Instore you are at the mercy of a thicko assistant, a thicko manager and maybe unknown to you the store has been briefed to minimise all returns and exchanges.

But even wth DSR you could still be at the mercy of a thicko assistant, a thicko manager etc. if they are unaware of the law and DSR until you can get the info through to them in a way they understand.