Warranty dispute

83SW83SW

Hi all,

Long and protracted story so I’ll keep it as factual as possible.

Purchased an MSI Gaming PC from Currys PC World November 2018 as a Christmas gift for my son. On arrival everything seemed fine, with it being the correct PC/Specs/Storage etc.

On Christmas Day on it being opened (and please note this was manufacturer sealed) it was the wrong PC. Although the same PC it was a white version, slightly lower spec and half the internal storage. I spoke with the customer service team on Boxing Day 2018, provided them with photographic evidence and was offered a replacement (however they would have to have the incorrect PC, allow it to be processed and await the dispatch of the correct PC. However as I’m sure you’ll understand, my son was upset at the possibility at having to wait 10-14 days for the replacement so I was offered a partial refund to keep the PC which my son accepted. (Please note there were no stipulations attached to this partial refund i.e. no return/refund etc).

The PC has been used relatively minimally (2-3 hours every 2-3 days approx.) however it stopped working entirely a few days ago.

I have contacted both Curry’s and MSI who are both claiming this is the others issue to resolve. Curry’s are saying that as this PC was packed incorrectly, with the wrong one boxed by MSI prior to sale it is MSI’s issue to resolve and as Curry’s have provided me with an incorrect invoice that it makes my three year warranty in valid.

Can anyone advise as to what I can do regarding this or who is to liable for this.

TIA

Boohoo

83SW83SW wrote: »

Hi all,

Long and protracted story so I’ll keep it as factual as possible.

Purchased an MSI Gaming PC from Currys PC World November 2018 as a Christmas gift for my son. On arrival everything seemed fine, with it being the correct PC/Specs/Storage etc.

On Christmas Day on it being opened (and please note this was manufacturer sealed) it was the wrong PC. Although the same PC it was a white version, slightly lower spec and half the internal storage. I spoke with the customer service team on Boxing Day 2018, provided them with photographic evidence and was offered a replacement (however they would have to have the incorrect PC, allow it to be processed and await the dispatch of the correct PC. However as I’m sure you’ll understand, my son was upset at the possibility at having to wait 10-14 days for the replacement so I was offered a partial refund to keep the PC which my son accepted. (Please note there were no stipulations attached to this partial refund i.e. no return/refund etc).

The PC has been used relatively minimally (2-3 hours every 2-3 days approx.) however it stopped working entirely a few days ago.

I have contacted both Curry’s and MSI who are both claiming this is the others issue to resolve. Curry’s are saying that as this PC was packed incorrectly, with the wrong one boxed by MSI prior to sale it is MSI’s issue to resolve and as Curry’s have provided me with an incorrect invoice that it makes my three year warranty in valid.

Can anyone advise as to what I can do regarding this or who is to liable for this.

TIA

It may have been wise to have returned the wrong pc and got a refund and then buy another pc.


As it's over 1 year old and the warranty is for another pc spec/model why dont you take it to a pc repair shop and see what it will cost to repair and then get it done so your son will only be without the gaming pc for a few days as trying to sort out this mess with Curry's and MSI may take weeks.


If you tell this forum what the issue is then some users may have a sollution which could get the pc up and running again.

83SW83SW

Thanks for your reply!

Yes in hindsight I probably should have but it’s hard to tell a child they can’t have their Christmas gift.

It has literally just stopped working/won’t power on!

DCFC79

Post over on the techie board re it not working.

How did you pay ?

Currys are the retailer so they should be the ones to sort it out.

Yes it would have been easier to just get a refund, kids have to learn at some point if they can't have the christmas gift.

Try sending a letter of complaint, if that doesn't work then try a letter before action or speak to the card issuer.

Takmon

83SW83SW wrote: »

It has literally just stopped working/won’t power on!

What troubleshooting steps have you taken?

If it doesn't show any signs of turning on (no post screen, no fans, no lights etc) then have you tried swapping the power cable for another one and trying a different plug socket?.

The other common faults could be a the power switch has a loose connection on the motherboard so check this next. You could try swapping the power button wires with the rest button wires and seeing if the reset button turns it on, if so this would indicate a faulty power button.

Lastly if none of those things work then it's most likely an issue with the power supply. But a new one of these can be bought for £50 so not a big issue.

steampowered

This is Currys# problem.

Currys are the retailer - your contract is with Currys, not with MSI.

Personally I would push to return the laptop for a full refund. It's not good enough that the laptop isn't what you ordered and now isn't working at all.

If you can't have a full refund then it has to be a repair or replacement with the PC you originally ordered.

The best outcome will be a full refund, you can then buy an equivalent or better PC from somewhere else. I recommend https://www.pcspecialist.co.uk - I've used them for several top spec PCs and laptops over the years and they've always been great, much better value than Currys.

Boohoo

steampowered wrote: »

This is Currys# problem.

Currys are the retailer - your contract is with Currys, not with MSI.

Personally I would push to return the laptop for a full refund. It's not good enough that the laptop isn't what you ordered and now isn't working at all.

If you can't have a full refund then it has to be a repair or replacement with the PC you originally ordered.

The best outcome will be a full refund, you can then buy an equivalent or better PC from somewhere else. I recommend www.pcspecialist.co.uk - I've used them for several top spec PCs and laptops over the years and they've always been great, much better value than Currys.

Would this still apply as the op has had the pc for over a year and took a part refund to keep their son happy.


Like others have said check the fuse, leads and other parts 1st and then take it to a pc shop.

83SW83SW

Thanks for all your replies.

I have checked the fuse/power supply etc and it still isn’t working. I have purchased a new power unit which is being delivered today (albeit at my own cost of almost £100), which I am hoping will sort this.

Currys are reiterating that I will need to get it looked at by MSI in order for them to offer me any form of resolution but as Currys supplied me with the wrong item and failed to provide an amended invoice to show the PC I was given, my warranty is invalid and any tests/repairs etc will
Be at my own cost.

Again whilst in hindsight I should have requested a refund or the correct PC surely by Currys not supplying me with the correct item initially and the fact they did not offer an amended invoice which invalidated any warranty (which should have been three years and 6 months), this is in essence, a breach of contract.

Again, any advice is appreciated.