Return of Online Laptop Purchase to PC World Issue

iwanski

I bought a Christmas gift (from me to me) of a laptop online from the PC World website

I played about with it for a bit but decided it wasn't running as fast as I'd thought and so to exchange to a more expensive (faster) one at PC World.

I tried returning to store but was informed that as it was bought online they would not accept the exchange in store and so gave me the customer services phone number.

The customer services phone line then informed me that as I had opened the laptop and downloaded a game onto it, I could no longer return or exchange it (pretty much that i'm stuck with it)

Just wondering how they can do this with the return being requested well within the 14 days for online returns? Particularly as theres not even the option of credit/exchange

Many thanks in advance for any light shed!

wealdroam

iwanski wrote: »

I bought a Christmas gift (from me to me) of a laptop online from the PC World website

I played about with it for a bit but decided it wasn't running as fast as I'd thought and so to exchange to a more expensive (faster) one at PC World.

I tried returning to store but was informed that as it was bought online they would not accept the exchange in store and so gave me the customer services phone number.

The customer services phone line then informed me that as I had opened the laptop and downloaded a game onto it, I could no longer return or exchange it (pretty much that i'm stuck with it)

Just wondering how they can do this with the return being requested well within the 14 days for online returns? Particularly as theres not even the option of credit/exchange

Many thanks in advance for any light shed!

They cannot refuse an order cancellation for that reason.

They can however, reduce the amount of the refund to take account of the reduction in value due to your excessive handling - beyond that generally allowed in a shop.
Are you allowed to download games when purchasing a laptop in a shop?

Please can you provide some dates.
When did you place the order?
When did you take delivery?
When did you try to return in store?
When did you have that conversation with customer services?

NotRichAtAll

I am no expert on consumer rights but i am going to guess you have installed stuff on the laptop and activated windows etc, the fact that it is not as fast as you expected is not really pcworld's fault.If you return it what are pcworld supposed to do with it?

cut n pasted from pcworld

Returning your product online
If you purchased your product online, you can arrange a refund, exchange or repair over the phone or by logging into your account.

Unwanted products - read more

Please call the Knowhow contact centre on 0344 561 1234 to arrange collection. To speed up the process, please have your order number to hand before calling.

You can also arrange a return by emailing customer.services@pcworld.co.uk . Please ensure that you provide your order number before sending your email.

An unwanted product can be returned for a full refund within 21 days of delivery as long as it’s still in its original, unopened packaging. This returns policy for unopened goods is in addition to your statutory rights and applies to purchases made in store, online or over the phone.

Separately to the 21 day policy above, and in accordance with your rights when you purchase goods online or over the phone, unwanted items can be returned even if you have opened them for inspection as long as you let us know within 14 calendar days from the day after delivery. Once you have told us you want to return an item, you should do so without undue delay and not later than 14 days from the day on which you informed us of your decision to cancel the order. You can examine the goods as you would in a shop but to obtain a full refund you must not start using them, install them or input any data/software. The goods must be returned in ‘as new’ condition and in their original packaging.

For Online Only large kitchen appliances and purchases made using PayPal or Your Plan Credit, please arrange for a collection with our aftersales team on 0344 561 1234.

Please note: our stores are unable to process a return for Online Only large kitchen appliances or when you have paid online with Your Plan Credit, and for PayPal orders our stores can only offer an exchange or gift card.

pinkshoes

Your rights returning online purchases are comparable to the limitations of what you would be able to do in store when deciding to buy.

As you would not have been able to download a game in store, then you have gone beyond reasonable handling.

They cannot refuse a return, but are entitled to offer a partial refund based on devaluation due to your 'usage'.

iwanski

Are you allowed to download games when purchasing a laptop in a shop?

Nope

Please can you provide some dates.
When did you place the order? 21st dec
When did you take delivery? 23rd dec
When did you try to return in store? 27th dec
When did you have that conversation with customer services? 27th December

I get that there's been software installed but the operator even double checked with the boss and there was no talk of a partial refund

iwanski

If you return it what are pcworld supposed to do with it?

I would have thought they'd format it (or id factory reset it) and then resold.

DCFC79

Iwanski wrote: »

If you return it what are pcworld supposed to do with it?

I would have thought they'd format it (or id factory reset it) and then resold.

PC world would have to take a loss on it being resold again as it would be sold as used/second hand since someone activated Windows, installed a game etc.

unholyangel

Iwanski wrote: »

Are you allowed to download games when purchasing a laptop in a shop?

Nope

Please can you provide some dates.
When did you place the order? 21st dec
When did you take delivery? 23rd dec
When did you try to return in store? 27th dec
When did you have that conversation with customer services? 27th December

I get that there's been software installed but the operator even double checked with the boss and there was no talk of a partial refund

Likely because they don't understand the legislation - companies dont really teach their staff about law, only company policy. Put your complaint in writing to their head office/main customer services - at the very least, you'll have proof that you tried to return it within the period for cancellation.

iwanski

Have emailed their customer services for clarification. Shall let you know the response! Thanks for your help all

takman

Just factory reset the laptop and they will be none the wiser. I don't know what all those talk about the OP "activating windows" is about. Windows will have been pre-installed on the laptop and already activated. The only time you have to activate windows is when you install it yourself and type in the key.

Plus PC World even offer a service in store where they "setup" the computer and create backup media which they charge customers for. So it's a bit hypocritical of them saying they won't accept a Laptop back when the OP has only done what they offer to do for people and charge them for it!.

Fosterdog

takman wrote: »

Just factory reset the laptop and they will be none the wiser. I don't know what all those talk about the OP "activating windows" is about. Windows will have been pre-installed on the laptop and already activated. The only time you have to activate windows is when you install it yourself and type in the key.

Plus PC World even offer a service in store where they "setup" the computer and create backup media which they charge customers for. So it's a bit hypocritical of them saying they won't accept a Laptop back when the OP has only done what they offer to do for people and charge them for it!.

Actually the bit about activating is not true, it's something that happens usually automatically the first time windows connects to the internet, if you connect during setup it will be automatic, if you skip the network connection and creation of a Microsoft account at this stage you can manually activate from within windows, if there is no internet connection it gives you a phone number to go through manual offline activation.

With the setup and backup media they would set it as a local account only and not install software and any internet connection will be done through a secure server. It's not the same as taking a computer home, creating an account on it, installing a game and playing with it for a while.

On the flip side I wonder if the reason it was slower than expected is not low spec but windows updates, it's very common for new computers to not run at full steam when first connected and installing what can sometimes be several large updates, and at this time of year Microsofts servers work harder with so many new machines being connected that it's not unheard of for it to take several days to download and install updates.