5 month old laptop from PC World - refund/replacement?

marliepanda

Jmoo wrote: »

I think I have every right to be angry.

Not until you actually give them chance to fix the problem.

Use a library. Borrow a friend or family members laptop. Do something rather than be angry that they won't just refund/replace without looking to repair first.

You want them to just refund you or replace it, but you havent actually let them have eyes on to look at the problem yet. You expect them to just do it on your word?

Sainsburys finance won't refund you as you are not actually letting the company even look at the issue.

tomtontom

Jmoo wrote: »

Wow, I'm never using Currys PC World again then. Whether that's the norm or not - I think I'd rather go somewhere that treats customers with better customer service.

I'm not aware of any retailer that will give you an immediate replacement, whilst I'm no fan of PCW they're not doing anything out of the ordinary here.

As you are using it for business purposes I am surprised you don't have a spare laptop, perhaps not with the same spec but something adequate to cover you for theft, faults etc. I have two sat under my desk for exactly that, they're old and bulky but fine for emergencies.

Out of interest, what length of time without the laptop would you reasonably consider to be unduly inconvenient?

AJXX

OP - Unfortunately you have to co-operate with the retailer and the manufacturer. Refusing to troubleshoot or allow them to repair/inspect is only going to cause you problems, not them.

If you wanted a business level service, you should have purchased accordingly (e.g dell do a next business day repair service, I'm sure other manufactures offer the same kind of thing).

The simple fact of the matter is if you purchase something as a consumer, you can't turn around and claim "business use" when it goes wrong.

PC world can repair, replace or refund - their choice.

Two weeks to repair a consumer laptop is NOT unreasonable, in fact seems pretty quick.

Sorry but I agree with the other posters, on the face of it by refusing to troubleshoot or even allow them to look at it - you're being very unreasonable and "throwing your toys out of the pram".

Jmoo

10 days to two weeks is not unreasonable. My fear is it won't be the end of that, which is why I would have liked a replacement or a loan. Speaking to PC World today they seemed uncertain that it would come back resolved, and said there's the possibility we will go down that route next. We will see.

LilElvis

You do realise that the seller can make you jump through even more hoops in order to receive a resolution if you leave it much longer? The goalposts move after 6 months.

SuperHan

I do struggle to have sympathy with you.

If your laptop is so crucial to you, what contingency do you have in place? A spare one? Even PC World offer an additional warranty that gives you a loan laptop and a 7 day guaranteed repair. You obviously didn't think this was important enough to pay for, so now you go to the back of the queue for your repair.

What's reasonable is in the first instance determined by what's reasonable to an ordinary person. 28 days without a laptop is perfectly reasonable, given 10 years ago we lived without them at all, it's not like they are a necessity.

If you need it for your business, you should have made a business purchase. As you're relying on consumer rights, you have to essentially consider what's reasonable if you didn't have the business at all. If you disagree with PC World's assessment of reasonable, you will need to take them to court.

Jmoo

Annoyingly the expected 10 days turnaround has passed and PC World has only just tried turning it on to establish it needs a password. Now I'm told it'll be delayed while they wait for parts.

macman

Why does anyone buy from PCW/DSG if they expect good customer service? They are notorious for having some of the worst customer service in the UK. PCW rarely repair laptops in house, they'll have shipped it off to a third party. I just hope you backed your data up, as the first thing they'll do is wipe the drive, regardless of the fault. Changing a wifi card is a 10 minute job.
Buying from PCW for a business critical laptop is just daft.

Jmoo

Yes, I have. PC World won't offer any time estimate as to when I'll get my laptop back so I'll just have to hope it's sooner rather than later.

alibyte

What exactly was the problem with the wi-fi?
I only ask because I'm wondering if it's the dreaded Windows 8 and 8.1 connectivity issues - connected perfectly one minute, then dropping connections left right and centre until the next reboot.
Not sure what you're running now but if it is Windows 8, there's not a lot anyone can do, especially not HP, as it's a software problem. There are some workarounds but they don't all work for everybody - I have two Windows 8 laptops, both had the problem and I fixed one, but the other still has the fault intermittently.
If you get it back and the problems are still there, I could tell you some of the fixes I've tried!