Currys PC World - faulty laptop gone missing!!

lonestarsky

I bought a laptop online in September, and I struggled to get it to connect to WiFi. After trying various things as advised by Customer Services at Currys PC World, it still wouldn't work so they collected it for repair on 20th Nov.

It never reappeared and I never got any updates, so after a few phone calls (and hours spent on hold!) they've advised me today that the laptop has gone missing! I've asked for a refund, but they've given me a voucher. I've told them I don't want the voucher because (a) their customer service has been a nightmare (b) they lost my item through no fault of mine, and for which I've had no apology for (c) they sold me a faulty item in the first place (d) I need to redeem the voucher in-store and my nearest store is a 3 hour drive away. They still say I need to accept the voucher or a replacement laptop - I don't want either.

Surely I'm right in requesting a refund instead? I need to speak to CAB but wanted to know if anyone on here has any knowledge of this?

KatrinaWaves

Assuming you have only sent it for repair once, then you cannot insist on a refund. They can replace it instead, or use the voucher if youd rather purchase a different laptop

Comms69

Im pretty sure, as it was faulty at the time, you have the right to reject it. I'm less clear on the position if you agreed to a repair.

bris

Comms69 wrote: »

Im pretty sure, as it was faulty at the time, you have the right to reject it. I'm less clear on the position if you agreed to a repair.

It's pretty clear, it was sent for repair or replacement. The voucher will do just that so they have done nothing wrong.

Comms69

bris wrote: »

It's pretty clear, it was sent for repair or replacement. The voucher will do just that so they have done nothing wrong.

Yes but then why not just send the OP a new laptop?

lonestarsky

Thanks all.

I can't accept the vouchers as they need to be redeemed in-store and I can't justify a 6 hour round trip to purchase a laptop that I could buy online.

They have not offered a replacement laptop. (ETA - they have offered me vouchers so I can get a replacement from the store, but won't send a replacement laptop to me, this is not made clear in my original post)

agrinnall

Given that you bought online in the first place I woud insist that they refund you in a format that can be used online - preferably a refund to your payment card, so that you can buy from a real computer retailer, but otherwise as a vocuher or some form of credit that does work online.


Did you pay with a credit card? If so you may also have S75 rights to fall back on.

shaun_from_Africa

lonestarsky wrote: »

They have not offered a replacement laptop.

But in your opening post you clearly stated that they offered a replacement but that you didn't want this.

lonestarsky wrote: »

They still say I need to accept the voucher or a replacement laptop - I don't want either.

lonestarsky

Thanks again for your help.

RE: my original post, sorry what I've written makes no sense! They DID offer a replacement laptop, but only via the vouchers they've sent me - they won't send a replacement. I need to go to the store with the vouchers and proof of ID and they will give me a replacement there, but the store is too far away, so I don't want that. (They did say I could get something else instead of a laptop with the vouchers, but that doesn't help as I still need to go to the store).

I've now phoned again and requested a refund to my credit card, and will find out by Monday if they will do it. If they can't do that, the next best option that I ask for would be that they post a replacement or give me a voucher code that can be redeemed online. I find it very unfair that I'm expected to go to a store for a replacement for a product I bought online. I can't get my head round it.

lonestarsky

agrinnall wrote: »

Given that you bought online in the first place I woud insist that they refund you in a format that can be used online - preferably a refund to your payment card, so that you can buy from a real computer retailer, but otherwise as a vocuher or some form of credit that does work online.


Did you pay with a credit card? If so you may also have S75 rights to fall back on.

I did pay by credit card so thanks, I'll bear that in mind.

That's what baffles me - ideally I'd prefer a refund but even an online voucher would have been acceptable.