Bought a tablet online from PC specialist. faulty 3 times and they refuse me refund.

Mattias90

Hello

My name is Mattias and I would very much appreciate some help from you guys regarding a purchase i made in the UK last year. I then moved to Denmark.

This is a very long post and i am so sorry for this :

Before i bought this I called Pcspecialist to check how my warranty would be upheld if i moved to Denmark. I was informed by them that this would be no issue since Nvidia Denmark would handle my warranty if such would be needed.

I purchased the Nvidia Shield Tablet which was meant for gaming. Therefore i also bought the Nvidia shield controller and the stand to make full use of it. The total cost for this was 312£.

It only took 30 days before i had to send it in for service because of a Hardware issue (Digitizer faulty)

I contacted Nvidia customer care and to my disappointment they informed me that they are unable to handle the warranty since i bought it from Pcspecialist and that i will need to contact Pcspecialist to exchange my device.

I contacted Pcspecialist which setup an RMA and informed me since i live in Denmark i have to pay the shipping. This was yet another disappointing reply since the reason i asked how my warranty would be handled before i made the purchase was to avoid expensive international shipping.

I paid 30£ international shipping and it took 75 days before i received a brand new device back.

After only 15 days i started having software issues with my new device. I contacted Pcspecialist and was told that the device has to come in for service again.

I paid 30£ international shipping again and after 30 days i got an email stating that my RMA had been completed and that my new device would be shipped shortly.

It was never shipped and i sent 1 email every week asking for an update.

It took me over 3 weeks to just get an update on my case and it ended in me having to make an international call for 20£ to the customer support where they promised to have a look at it. The day after i got a reply.

In the email I was informed that the RMA was setup as a Hardware issue and that was why it had taken so long since they did not find any hardware faults and that the device was on its way back to me.

I was then brushed off by the support and told to just to a Factory reset (Which i of course already have tried and which is also clearly stated in the original email). So both the original agent who setup the RMA and the agent who replied had actually not even read my original email.

I naturally became very upset because of this and informed them that the device had a SOFTWARE issue and that i had already done a factory reset which again was clearly stated in my original email.

A new RMA was then setup for my device and it was again taken in for investigation and the result was to send me a brand new device. I was promised in an email from the customer support agent that i would have it within the next 1-2 days but that did not happen.

It took 14 days before i actually received it and in total it took 65 days before i received it back.


after only 21 days of use i discover yet another hardware issue and asked if i instead could have a refund since i will have spent 125£ on international shipping and calls and that my economy cannot afford this any longer. Not to mention all the hours and energy i put into this..


The response from Pcspecialist was that they can ONLY refund me for the actual device and not the controller or the cover since there is technically nothing wrong with them. I was told that any goodwill in my case is impossible.

I do not agree with this. I bought the accessories to be used with the device. Since the device basically has not been working at all since i bought this I have had no use of the accessories.

Do i have any rights here or am i just to accept this?

Markman2000

Interesting that there have been two posts about PC Specialist today! I supose if they work they wouldn't be obliged to refund - although if you bought it all together it would surely make sense to do so as you can't use them without the main product. Given that it might cost money to send them back for a refund would it make more sense to see how much you can get them for on Ebay? Or failing that could you opt to exchange them for something else?

JJ_Egan

International calls ??? Is this a non UK vendor who would not be bound by UK laws .

unholyangel

JJ_Egan wrote: »

International calls ??? Is this a non UK vendor who would not be bound by UK laws .

OP says they made the purchase in the UK and then they (OP) moved to Denmark.