Currys PC World repair dispute

Stan_29

Good morning everyone,

I'm currently in a dispute with Currys PC World via the Resolver service - this is regarding a device I purchased in December for my mother which had a charging port fail at just after the six month point.

Currys are refusing any further involvement as the manufacturer have claimed it is the user's fault, which I dispute. They issued an extortionate repair quote, which I did not accept, and I have now been told simply to get a third party opinion on the repair, there is nothing they can do until I supply one, after which they may reconsider looking into the issue again.

I would like to ask: has anyone ever sought out a third party opinion for a computing device before? Where did you go, and at what cost was this to yourself? Did it make a difference with the original retailer? Is a reasonable request from the retailer? I am frustrated that they have put the onus on me, at cost to my own time and finances, rather than simply taking responsibility for the faulty item. I also have little trust that I'd go to the effort and it would make any difference whatsoever with them. However, I don't want my judgement to be clouded just because it has been a very frustrating few weeks, and would really value another opinion.

Leo2020

After 6 months the onus on the purchaser to prove the fault is inherent. So yes it is a reasonable request especially since the manufacturer has found the fault down to user error.

I suggest that you find a local computer shop and ask them how much it would cost for a report. I would have thought £50 ish for a report.

I used to work for PC World nd I would look at engineer reports that customers' had sent in as part of my job. If the report proved a manufacturering fault then I would reimburse the cost of the report and cover the repair costs or replacement or partial refund depending on which was cheaper.

I would refuse claims where the report said "its faulty" and that was it. I kid you not some reports would just say that and nothing else - that is not a report. Also reports which said the customer had caused the fault. Customers really did send reports in which said that and still expected me to offer them a refund.

Stan_29

Thank you Leo, I appreciate your input.

It is frustrating as it is more of my own time and expense for the inconvenience, but I will look into the local computer shops as advised. I'm aware of what the problem is (I'm a computer techie in the forces, and I'm confident in what has gone wrong) and it is something that can be usually be repaired quite cheaply; however I am suffering from a stubborn case of "just sort it out yourself quickly and easily" vs "stick to your guns and don't be fobbed off" even though the latter is considerably more effort!

I'll seek out a local shop for quotes and make inquiries, and I'll make sure to have a conversation with them so that enough sufficient detail is included in the report.

DoaM

Yes ... the report needs to identify the nature of the fault, and say that the fault (on the balance of probabilities) existed at the point of sale and was not user-caused. All the better if it states the exact cause.

LilElvis

If the report shows that the problem is caused by an inherent (manufacturing) fault then PC World must refund you the cost of the report and provide you with a remedy. That remedy would be to repair, replace or refund (though a refund can be reduced to reflect the use you have had) - you can indicate a preference for a particular remedy but it is their choice as to which is more economic for them.

steampowered

The cheapest and easiest way of getting a 'third party opinion' is to ask a judge. It is quick and easy to take them to your local county court through the moneyclaimsonline system.

There are many large businesses that try to make it almost impossible to claim a refund, but almost always roll over if you call their bluff and issue a formal claim. Their hope is that most people won't bother.

If it is reasonably clear that the product is faulty or not fit for purpose - I would suggest going straight down the legal route without more messing about. Letter before action followed by a court claim.

I'd only bother getting a separate third party opinion if it is genuinely necessary to have an expert look at the product due to the complexity of your issue. I wouldn't bother if it is simply an excuse used by Currys to fob people off. There is a reasonable chance they'll still refuse to pay even if you get the third party report.

shaun_from_Africa

So many things wrong that I don't know where to start.

steampowered wrote: »

The cheapest and easiest way of getting a 'third party opinion' is to ask a judge. It is quick and easy to take them to your local county court through the moneyclaimsonline system.
So is a judge going to open up the unit to find out what is wrong with it and will they be a computer or electrical engineer?

There are many large businesses that try to make it almost impossible to claim a refund, but almost always roll over if you call their bluff and issue a formal claim. Their hope is that most people won't bother.
Call what bluff?
The law states that the onus is on the consumer to prove that the fault was due to a manufacturing defect

If it is reasonably clear that the product is faulty or not fit for purpose - I would suggest going straight down the legal route without more messing about. Letter before action followed by a court claim.
Surely you know that simply being faulty isn't good enough.
The consumer must prove that on the balance of probabilities, the fault was due to a manufacturing defect and wasn't from misuse.

I'd only bother getting a separate third party opinion if it is genuinely necessary to have an expert look at the product due to the complexity of your issue. I wouldn't bother if it is simply an excuse used by Currys to fob people off. There is a reasonable chance they'll still refuse to pay even if you get the third party report.
But it's not an excuse used by Currys. They are asking for what the law requires.

LilElvis

shaun_from_Africa wrote: »

So many things wrong that I don't know where to start.

You forgot to include the fact that currently PC World have a report from the manufacturer citing user damage whilst the OP has nothing with which to counter that view. Given the current evidence, on the balance of probabilities, I think it likely that the OPs claim would fail.