PC World/Currys/Rentsmart ... HELP!

LB--OX

Okay, I hope this in the right section ...

Firstly, I have a massive issue with a computer I received two years ago through PC World's Infinity Leasing package.

Two years ago, 14th November 2011, I went into Curry's with my mother, looking for a computer to purchase. I wanted something with a large memory for storing the crazy amount of files I have, and something that would be helpful in my studies. I'd been looking at an HP computer when a sales person approached and asked what I was looking for. I told him I wanted to purchase a computer but couldn't afford one outright, so a Hire Purchase agreement would be perfect. He asked me a lot of questions regarding how I'd use it, and then finished with telling me that the Infinity program they offered would be ideal. He done everything through the computer, credit-checked me, my mum put the first payment down of £80.80 and whilst this was being set-up, the man who'd originally sought me out, handed me over to another member of staff to finish the agreement because he was going out to lunch with his friends. I don't know if this is maybe where the first complication arose ...

Regardless, over the 2 years, I have never missed a payment of £80.80 the entire time, and was looking forward to finally owning my computer by November this year. To my surprise, I received an email and then a letter, saying I'd reached the end of my agreement and I could either: 1) renew and upgrade, receiving 25% cashback on original value of old computer, 2) continue to lease or 3) return old equipment and end agreement. I was completely shocked. I'd been looking forward to owning my computer, and they were telling me I now had to hand it back?! Whatsmore, I was astounded to realise that over the 2 years of payments, I'd paid almost £2,000 when the computer was only worth £999 from BRAND NEW.

I went to PC World to ask them to explain, and to complain about it. The manager that spoke to me photocopied my contract and sent it to Rentsmart (the company that I was apparently leasing it from - I'd never heard of them, except that their name showed on my DD every month). He said they would get in contact soon. I'm still waiting on that ...

As my agreement was coming to an end very rapidly, and I'd still heard nothing from Rentsmart, I went back into Currys, and ended up speaking with a customer service manager. He was extremely patronising, saying that I'd probably misheard the sales person due to the excitement over a new computer. Since my mum was there too, and she didn't hear them talk about a leasing agreement, I find this doubtful. He told me that I should upgrade and take another computer out on the Infinity policy, as they could make sure I was paying less each month, and still getting a new computer out of it. I was very wary but didn't want to spend any more money on my old computer, still needed a device for my studies, and was drawn in by the 25% cashback - particularly at this time of year! So, stupidly, I signed another agreement for a brand new laptop.

I returned on the 15th November 2013 to actually go through the details, and pick up the new laptop. I was served by a woman from another department as they were short-staffed, and halfway through the process, she kept having to leave to serve other customers and was getting things all muddled up between us both. We were in the store for an hour and a half. I left with the computer, but at the time they had no more of the Norton Antivirus discs in stock, so had to return to pick that up at a later date. I also had to pay the first payment of £33.50 upfront, as I'd had to do with my first computer.

In order to return the old laptop, I had to personally call Rentsmart and arrange for a courier to pick it up. The woman said she'd send me a packaging label, and I was to put it on the front of the box when the computer was packaged up, and then give them a call and they'd have someone arrange to pick it up then. This took a few days for the label to arrive, and then when I called about the courier, that took another 2 days. All the while (and I hadn't realised this until later), they'd taken ANOTHER payment of £80.80 out of my account for the old computer, which I was in the process of sending back. This put my account into arrears, and left me short to pay one of my bills, incurring substantial charges.

I phoned them immediately, and the man on the phone said they couldn't return the payment until they received the computer, and that they wouldn't cover any of the charges I was going to receive as a result of their wrongful withdrawal.

Eager to get the computer back, I phones about the courier and was told it would be two days time, between 9 and 2. The courier didn't show up until 5:05pm!

That was on Thursday just past, and I'm waiting on my £80.80 and my 25% cashback to come back through asap. I've actually gotten to the stage where I'm going to take back my new computer and back out of that agreement too. I'm furious!

Not only was I sold something I wasn't looking for, I've paid double the original value of the computer and haven't even gotten to keep it. I've been patronised and lied to the entire time, and they've taken money off me that wasn't supposed to come off! I've broken down in tears so many times over this, but I refuse to go into the store and speak to them face-to-face, simply because I know I'm not the type for that sort of confrontation. I don't know what rights I'm entitled to here, but after looking it up online, I've found a lot of people in the same boat as I am, and it's even been on the television. Surely they can't get away with this?

Any help or advice would be massively appreciated ...

P.S. I contacted Citizens Advice and all they could tell me was that my bank could help but my account back into the positive, but to write a letter to each company, explaining my issues. I probably will do this anyway, but at this point, I'm looking for a little more action than just a letter ...

mosb82

Just an FYI - we got a laptop 2 years ago in the same way - and were also looking forward to owning the computer by June this year - only now to be told the same. Rentsmart phone me at least 3 times a week and write to me once a fortnight - forceful sales but when I start asking questions back they shut down and don't want to help. not very happy with them at all.

SuperHan

What does your original contract that you signed said? You should have read this before walking out of the store.

In addition, that fact you have now willingly entered into another contract of the same type makes it difficult to argue that you didn't want it.

You also asked for a Hire Purchase. A Hire Purchase by definition is a leasing programme. So the sales person probably didn't need to tell you that it was, you ASKED to lease your laptop.

A Hire Purchase means that you don't own the laptop until you make a final payment, which is normally a predetermined amount printed on your documentation. Or in some instances, you can return the item instead. The final amount on a HP can be a nominal amount, but from looking at Currys website, it is 3 months of lease payments under Infinity (£240 is for you)

It seems what you actually wanted was a finance deal, where you buy the laptop on credit and pay the credit back over a term.

This is what you should have done instead of taking out the new Infinity. Although you would have foregone the 25% cashback, you would be in a better situation long term.

I don't have any further advice, but I do know there was an extensive thread on this over at the Consumer Rights board.

SuperHan

Oh. I see this was an old thread recently dragged up.

Apologies!