PC World's 'Tech Guys' NOT fixing my computer & not paying out

stojio

My laptop computer is under full guarantee until the end of this month. About 4 or 5 months ago the laptop started having problems and it has now been collected by Tech Guys FOUR times. every time they send it back, it has a different problem, which it didn't have before. (touch-pad not working, screen not working, hard-drive broken, dvd-drive not working). Now it has been sent back to me for the fourth time, it has another problem. (it's plain old broken).

Instead of getting it collected from my home last time, i took it into PC World and got them to get it collected. When i asked about a replacement, i was told they will not consider replacing it until it has th same problem three times.

what are my rights? should i threaten court action or go direct to the insurance company? if so, does anyone know who pc world use as their insurance people, because i cant find any company names on my documents?

any help would be appreciated, thanks.

stojio

Also, i paid £250 for the full 3 year cover, so surely I have the right to a replacement if they can't fix it? So wha do i do?

grey_lady

Have you tried demanding a replacement from the instore manager?
or writing a letter of complaint to their head office, think the address is DSG Group, maylands avenue, hemel hempsted, should be on your reciept.
Failing that phone trading standards.

TEDDYRUKSPIN

Read your policy documents. Get a result. The breakdown service is to fix the laptop and if that is not possible a similar replacement must be offered.

Final step: trading standards I say!!!

Broke_Student

I have a feeling that they will fight their ground on this. I agree the Tech Guys are useless, but from an unbiased point of view you are developing a different fault each time and they are fixing it each time.

Steve1983_2

I almost can't believe you've had multiple repairs and had it returned faulty every time. I say almost as I've found the service from Tech Guys to be dreadful in the past. I signed up to https://www.supportinabox.com and have managed to get a much better service than I ever got from Tech Guys.

alwaysonthego_2

Try consumer direct I had problems with my laptop that I had for 10 months from Dixons. With Consumer direct's advice I wrote a letter to head office quoting 'the Sale of Goods Act 1979' and got a new laptop. infact that turned up faulty too, so I am in the process of getting my money back.

jem16

Have a look at this forum. There is one dedicated to PC World.

http://www.consumeractiongroup.co.uk/forum/retail-stores-forums/

homer09001

DONT GET COVER WITH "THE TECH GUYS" FULL STOP!!!

i had a £800+ laptop wouldn't boot into windows and screen slightly damaged and few other minor things needed fixing they picked it up, week or two passed i phoned them up to find out what was happening, "Sorry we are still waiting for parts" another week passed phoned again same excuse, it got to over 6 weeks untill i phoned them and they said "ah were in the process of fixing it now", by this time i had been informed of the "6 Week Rule" in which you can claim for a new laptop if yours has been away for more than 6 weeks, what i wasn't informed of is they don't give you a new one of the original purchase price its the current market price they give you for it in vouchers, i ended up loosing over £400, now again im facing problem with my laptop a broken right click button.

Just phoned them to ask to book it in but said to them "I will not release my laptop to you until you can garauntee that the replacement part is in", they replied "Untill our guys can asses the problem they can't order a replacement part" to which i replied "Look the problem is it need a new right click button below the touchpad" but no their guys have to assess it, so im canceling my support as im not paying £10 a month for !!!! all!!!

swanny65

Broke_Student wrote: »

I have a feeling that they will fight their ground on this. I agree the Tech Guys are useless, but from an unbiased point of view you are developing a different fault each time and they are fixing it each time.

I would have to agree with this point. Unless the underlying cause is linked eg power supply, motherboard etc. I doubt they are based on the vastly different faults you have mentioned here.