Curry PC world

virallad

Hello

I bought a laptop HP spectre 360 from currys pc world 4 months ago, just two weeks ago the laptop touch screen began acting up and ghosting. I took it to the store as i have a warranty, the assistant himself said that he knows that the model does act up and its common for this laptop to do so.

they took it for repair and asked me to retrieve it, on the same day i took it back, it began ghosting again just as i started the laptop, i returned it the same day asking for refund or replacement and they brought up the excuse that "we couldnt find the fault the first time, but since you video recorded the fault we can finally try again", I left the laptop on their hands and called the customer service to which she herself said that they took my legal rights as apparently if the laptop was returned faulty after a repair I have the entire customer Act right to get a refund or replacement and that the policy of refund or return within 30 days of purchase is correct but also the fact if the repair wasnt successful it is clear to say that the model of the laptop is faulty.

is the customer service correct about this. I am heading back to the store on Monday so I dont want to look silly as i cant see such policy on their website mentioning in case of failed repair i have the right for a refund or exchange

Leo2020

They will not have repaired it in store within a day, laptops are sent to their repair centre. At most they will do in store is software related - virus check, drivers update, Windows update.

If they couldn't replicate the fault then as far as they are concerned it is working. This can be an issue with intermitant faults and I'm glad you have recorded it as this is what I would suggest. Also noting anything you were doing at the time, some problems only occur when you are doing certain things.

They have a right to attempt at least one repair ( which they can't have already done as they couldn't find the fault) and they also have right to inspect it to confirm the nature of the fault.

virallad

Leo2020 wrote: »

They will not have repaired it in store within a day, laptops are sent to their repair centre. At most they will do in store is software related - virus check, drivers update, Windows update.

If they couldn't replicate the fault then as far as they are concerned it is working. This can be an issue with intermitant faults and I'm glad you have recorded it as this is what I would suggest. Also noting anything you were doing at the time, some problems only occur when you are doing certain things.

They have a right to attempt at least one repair ( which they can't have already done as they couldn't find the fault) and they also have right to inspect it to confirm the nature of the fault.

They took it for repair for about a week the first time. The receipt they provided after I collected it mentions that they found the fault and inserted new operating system. For the customer assistant to know that the fault is common yet he didn't mention about it on the day of purchase shouldn't need any evidence for me to experience such fault. Once the problem happened again the supervisors words contradict the receipt as he said the fault wasn't discovered

Leo2020

Sorry when I read I thought you meant it was only in one day. I wouldn't assume that the customer service person is correct, they might be but they may well be wrong. They are not technically trained and I know from experience that some of their technical staff in store only know the basics.

In regards to reinstalling the OS, I do not consider that a repair. Sometimes an OS reinstall is needed not due to a fault with the PC but because of user error.

Leo2020

Is this the sort of thing you are talking about?

https://communities.intel.com/thread/101572

wealdroam

virallad wrote: »

Hello

I bought a laptop HP spectre 360 from currys pc world 4 months ago, just two weeks ago the laptop touch screen began acting up and ghosting. I took it to the store as i have a warranty, the assistant himself said that he knows that the model does act up and its common for this laptop to do so.

they took it for repair and asked me to retrieve it, on the same day i took it back, it began ghosting again just as i started the laptop, i returned it the same day asking for refund or replacement and they brought up the excuse that "we couldnt find the fault the first time, but since you video recorded the fault we can finally try again", I left the laptop on their hands and called the customer service to which she herself said that they took my legal rights as apparently if the laptop was returned faulty after a repair I have the entire customer Act right to get a refund or replacement and that the policy of refund or return within 30 days of purchase is correct but also the fact if the repair wasnt successful it is clear to say that the model of the laptop is faulty.

is the customer service correct about this. I am heading back to the store on Monday so I dont want to look silly as i cant see such policy on their website mentioning in case of failed repair i have the right for a refund or exchange

Duplicate thread.

Here is the original one:

whats my rights in Currys PC world

Didn't you like the response I gave yesterday?

virallad

wealdroam wrote: »

Duplicate thread.


Didn't you like the response I gave yesterday?

I actually really did. But I asked should I go and present this website to them. What if they refused any policy from this website can I take them to small claim court

Leo2020

Even if you did present this website to them or any other, or presented them with a copy of the Consumer Rights Act they will argue they did not repair it only reinstalled the OS.

I have said in my opinion that reinstalling an OS is not a repair, I'm assuming that wealdrom thinks an OS reinstall is a repair - but who is right? I suppose you could go to court and find out what a judge thinks.

Operating systems are being updated all the time mainly due to bug fixes, does this mean everytime an OS manufacturer sends put an update out to fix a bug that classes as a repair? If so there is a lot of faulty PCs out there.

What about driver updates? And BIOS updates? Where is the line drawn?

Fosterdog

What exactly do you mean by the screen ghosting?

Ghosting used to be the term used for when an image on the screen almost echos itself once or multiple times like when you can set the cursor to leave a tail behind it when moved.

These days people also use the same term with touch screens to describe when the screen activates intself, almost as if a ghost is touching the screen and clicking on things.

Both can be annoying but both will have completely different causes, some genuine faults some not. In the first example it can be caused by overheating as just one of the causes. In the second example I've actually seen quite a few touch screen laptops and tablets do it when the people using them tend to salivate a lot and spit when they talk, whether they realise they are doing it or not the tiny drops of saliva touch the screen and the screen responds to the touch. Not easy when you realise the cause and have to explain to a customer why the device works perfectly when we test it and works for any friends or relatives they get to try it but starts ghosting whenever they use it.

Fosterdog

Leo2020 wrote: »

Even if you did present this website to them or any other, or presented them with a copy of the Consumer Rights Act they will argue they did not repair it only reinstalled the OS.

I have said in my opinion that reinstalling an OS is not a repair, I'm assuming that wealdrom thinks an OS reinstall is a repair - but who is right? I suppose you could go to court and find out what a judge thinks.

Operating systems are being updated all the time mainly due to bug fixes, does this mean everytime an OS manufacturer sends put an update out to fix a bug that classes as a repair? If so there is a lot of faulty PCs out there.

What about driver updates? And BIOS updates? Where is the line drawn?

I agree with you that I don't count an OS reinstall as a repair as such but the company were given the chance to repair it, it's not OPs fault that they couldn't replicate the fault first time and just assumed it was OS so chose to just reinstall instead of an actual repair.

If it had been done in the store the same day and just been given back as no fault found I would say differently but they sent it away for a week, plenty of time for them to adequately test it, they even said they found the fault and that it was caused by the OS, if that were the case the reinstall would have fixed it. So either they lied and didn't find the fault or they did find the fault and failed to fix it.

This of course is all assuming that it's not caused by the user either in the scenario I posted in my last reply, by something they are installing on causing it or by any other user caused scenario.

Leo2020

If they did send it away then he would have been heavily tested before being returned. But an OS install could have been done in store - i'm not sure how much testing they would do but they still would test it.

It sounds like they reinstalled the OS as a diagnostic tool - often the first port of call is to reinstall the OS to rule out software problems. Then test it again. It looks like they couldn't replicate the fault after this so returned to the customer.

If they can't replicate how can they repair? If they can't find a fault they can't repair as there is no fault to repair.

Could either be an intermitant fault and for whatever reason did not show up whilst with Currys PC World or could be user error?