Pcworld problems

Shep214_2

Hi my wife bought a laptop from pcworld in June last year.
The laptop worked fine for two months then there was some crackling noises and the screen went blank,the computer was returned and repaired or so we thought,the same problem has happened on two more occasions, the second time was last Saturday.We returned the computer and asked for a full refund as I thought three major repairs in seven months was i thought unacceptable,but I was informed by the manager that curry's pcworld didn't offer refunds and offered to send it away for repair again.
Could somebody please tell me what my rights are as I feel we are being fobbed of
Thanks

AJXX

You're simply not entitle to a full refund - any refund they give you would be minus reasonable use (and to be fair you've had use of a laptop for "several" months).

You are however entitle to take action through SOGA (which I suggest you read up on). Your problem is PC world and Currys are awful in terms of customer service so expect a fight.

They can repair, refund or replace. Given you've had two repairs already you could ask for a replacement or a refund, although the decision is entirely theirs, but you can ask - again remember a refund would very likely be minus fair usage, so a replacement may yield a better result for you, even if you then sell it on.

Please also note they may require you to get an independent report showing that this is a defect/fault with the unit vs misuse.

wealdroam

Shep214 wrote: »

Hi my wife bought a laptop from pcworld in June last year.
The laptop worked fine for two months then there was some crackling noises and the screen went blank,the computer was returned and repaired or so we thought,the same problem has happened on two more occasions, the second time was last Saturday.We returned the computer and asked for a full refund as I thought three major repairs in seven months was i thought unacceptable,but I was informed by the manager that curry's pcworld didn't offer refunds and offered to send it away for repair again.
Could somebody please tell me what my rights are as I feel we are being fobbed of
Thanks

Assuming the problem is due to an inherent fault, you have the right to a remedy.
That remedy could be a repair, replacement or refund.
You can choose the remedy, but you cannot force the seller to provide a remedy that is disproportionate. In other words, the seller chooses the most cost effective remedy for him.
The remedy must be supplied in a reasonable time without causing significant inconvenience.

It is worth noting that if a refund is decided upon, that refund can be reduced to take account of the use you have had.

There is no effective limit to the number of repairs, at some point it will become more cost effective to offer you a partial refund.

All the above, and more, can be found in MSE's Consumer Rights guide.

Leo2020

Your best bet is to contact Customer Service rather than the store. Explain that this is the 3rd fault in 7 months. If you give them your details (name/address) they should be able to find the repair jobs and look at the repair notes. I'm not going to say that they will offer a partial refund or exchange but if you explain how inconvenient it is to be without your laptop for a 3rd time in such a short period they MAY offer something other than a repair. You can't lose by asking.

Fosterdog

What repairs have been carried out so far? It does sound hardware related but there are software issues that can also cause blank/black screens.

Has the power supply been tested with the rest of the laptop? Do you always plug it in the same socket at home?

Shep214_2

Hi thanks for the reply we are waiting for the laptop to be returned .
I will know more about the latest problem soon.
I will be back with more questions soon I think
Thanks

Leo2020

When you say you are waiting for it to be returned I take it you mean it will be returned after the repair? If so you will not be entitled to a refund or exchange.

Shep214_2

Hi Leo we were told that the machine had to go to their repair centre to be assessed.
One more question for you all,the laptop was bought using a credit card is there any recourse through the credit card company. Thanks

wealdroam

Shep214 wrote: »

One more question for you all,the laptop was bought using a credit card is there any recourse through the credit card company. Thanks

Yes - if the purchase price was over £100.

You have exactly the same rights against your credit card provider as you have against the seller.

Have a read of MSE's Section 75 article for details.

It's important to remember that it is the same rights.
I.e. as mentioned above, the seller has the right to ask you to prove the problem is due to an inherent fault.
Your credit card provider can also ask for that proof.

And if the thing comes back repaired and working, you have no complaint against either the seller or the credit provider - until the next time.