We’d like to remind Forumites to please avoid political debate on the Forum.
This is to keep it a safe and useful space for MoneySaving discussions. Threads that are – or become – political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!
Computersupermarket.com
Sol00
Posts: 1,230 Forumite
I am so :mad: at this company!
My dad ordered a pc for me for Christmas last year, and it still doesn't work in February.
It has been sent back to them on 3 separate occasions and each time it returns, there's another problem.
When it first arrived in November, the USB port at the front of the tower collapsed into it and the CD drive would not work.
On the second occasion, the PC died completely and the back of the tower caved in ie. where the keyboard, mouse is plugged in etc.
It came back to me again in January and now the front cover of the USB port is missing and the tower is all scratched. I obviously won't accept it as my dad paid over £350 for it.
After months of trying to get to speak to someone, I find the manager's email address on the Consumer Action Group website and contact him directly.
Here's some of his emails. Let me know what you think. :mad:
Reply
Regards
xxxxxxx
From: Paul
Sent: 11 February 2008 18:23
To: ian
Subject: RE: Faulty computer
Dear Sir,
The item was signed for when it was received and was set up immediately. Whe I set it up the product was not in the advertised state ie. the USB ports were caved in and the CD rom wouldn't work. This was reported and returned to you immediately. It is your slow pace at getting things returned to me that has meant that in February I am still without a working computer.
I don't like your tone either. 3 months have passed and I still can't use your computer; your phone lines obviously aren't open until 6pm and your own staff have admitted that it could be due to couriers.
Be assured that I will take action against you if you do not refund me immediately. I'm sure you're aware, that any consumer who receives a product which is not in its advertised state, is entitled to a full refund. I am exercising that right as a consumer.
If I take legal action against you, I will also forward on the legal costs and charge statutory interest.
Regards
xxxxxxxx
My dad ordered a pc for me for Christmas last year, and it still doesn't work in February.
It has been sent back to them on 3 separate occasions and each time it returns, there's another problem.
When it first arrived in November, the USB port at the front of the tower collapsed into it and the CD drive would not work.
On the second occasion, the PC died completely and the back of the tower caved in ie. where the keyboard, mouse is plugged in etc.
It came back to me again in January and now the front cover of the USB port is missing and the tower is all scratched. I obviously won't accept it as my dad paid over £350 for it.
After months of trying to get to speak to someone, I find the manager's email address on the Consumer Action Group website and contact him directly.
Here's some of his emails. Let me know what you think. :mad:
From:Paul
Sent: 11 February 2008 17:58
To: ian
Subject: RE: Faulty computer
Sent: 11 February 2008 17:58
To: ian
Subject: RE: Faulty computer
Hi,
I'm just off the phone to Neil at Tech Support.
The first return was due to the front USB ports on the tower caving into the system and the CD rom not working.
The second return was due to the tower 'dying' and the back of the tower caving in ie. where you plug in the keyboard, mouse etc.
It is being returned again because the USB ports are still not secure enough to be used regularly and the door which covers the USB port has been snapped off, as well as it being scratched all over.
Neil said it was due to the couriers being rough with the parcels and it was being damaged in transit. This is certainly not the case in the latest return as the door that covers the USB ports should be in the box, but it's not. Besides if it was due to the courier damaging the products, surely that is between yourselves and them, not us.
Regards
xxxxxxxxxxx
I'm just off the phone to Neil at Tech Support.
The first return was due to the front USB ports on the tower caving into the system and the CD rom not working.
The second return was due to the tower 'dying' and the back of the tower caving in ie. where you plug in the keyboard, mouse etc.
It is being returned again because the USB ports are still not secure enough to be used regularly and the door which covers the USB port has been snapped off, as well as it being scratched all over.
Neil said it was due to the couriers being rough with the parcels and it was being damaged in transit. This is certainly not the case in the latest return as the door that covers the USB ports should be in the box, but it's not. Besides if it was due to the courier damaging the products, surely that is between yourselves and them, not us.
Regards
xxxxxxxxxxx
Reply
Mr xxxxxxx,
Prior to our PC systems being dispatched they're subjected to a 144 point inspection, it would be commercial suicide to send computers out that do not work as the cost of resolving problems later is prohibitive. I can assure you that your machine left us in perfect condition, the problems you have experienced are unfortunate and frustrating for us all. We send these machines out in good faith, despite your accusations, otherwise we would not be permitted to either be a member of ISIS, or to actually take payment over the internet.
Prior to signing your contract of sale you had to tick a box stating 'I have read, understood and agree to be bound by your terms and conditions of sale'. The following clause is clearly highlighted, in fact in your order email it states that all items should be signed for as either 'damaged' or 'unchecked', a further email confiming this is sent some 12 hours after your order has been dispatched also. The reason for this is that all our goods have transit insurance, when you receive a parcel you are not only signing to say you've received your goods but received them in a good condition. Once you have signed to say that the goods have been received in a good condition our insurance ends and we're unable to claim for any subsequent damage you may notice.
7.4 When signing for goods customers must ensure that they either check the goods and sign to confirm that they have received the products in good condition or sign for the parcel as ‘damaged’ or ‘unchecked’. Failure to sign for a parcel as ‘damaged’ or ‘unchecked’ will invalidate any later claim that the customer may have if the goods are proven to have been damaged in transit.
Despite your failure to sign as either 'damaged' or 'unchecked' on any of the three occasions you've received a PC, despite the tone of your email to me, despite the fact I could have let you proceed with legal action before making you aware of the contract you signed I am here willing and ready to assist you further. We have over 14,000 customers a year, and despite what you may have read on a selective website we go out of our way to assist customers. If you would like me to get this item collected and replaced then please let me know.
Prior to our PC systems being dispatched they're subjected to a 144 point inspection, it would be commercial suicide to send computers out that do not work as the cost of resolving problems later is prohibitive. I can assure you that your machine left us in perfect condition, the problems you have experienced are unfortunate and frustrating for us all. We send these machines out in good faith, despite your accusations, otherwise we would not be permitted to either be a member of ISIS, or to actually take payment over the internet.
Prior to signing your contract of sale you had to tick a box stating 'I have read, understood and agree to be bound by your terms and conditions of sale'. The following clause is clearly highlighted, in fact in your order email it states that all items should be signed for as either 'damaged' or 'unchecked', a further email confiming this is sent some 12 hours after your order has been dispatched also. The reason for this is that all our goods have transit insurance, when you receive a parcel you are not only signing to say you've received your goods but received them in a good condition. Once you have signed to say that the goods have been received in a good condition our insurance ends and we're unable to claim for any subsequent damage you may notice.
7.4 When signing for goods customers must ensure that they either check the goods and sign to confirm that they have received the products in good condition or sign for the parcel as ‘damaged’ or ‘unchecked’. Failure to sign for a parcel as ‘damaged’ or ‘unchecked’ will invalidate any later claim that the customer may have if the goods are proven to have been damaged in transit.
Despite your failure to sign as either 'damaged' or 'unchecked' on any of the three occasions you've received a PC, despite the tone of your email to me, despite the fact I could have let you proceed with legal action before making you aware of the contract you signed I am here willing and ready to assist you further. We have over 14,000 customers a year, and despite what you may have read on a selective website we go out of our way to assist customers. If you would like me to get this item collected and replaced then please let me know.
Regards
xxxxxxx
From: Paul
Sent: 11 February 2008 18:23
To: ian
Subject: RE: Faulty computer
Dear Sir,
The item was signed for when it was received and was set up immediately. Whe I set it up the product was not in the advertised state ie. the USB ports were caved in and the CD rom wouldn't work. This was reported and returned to you immediately. It is your slow pace at getting things returned to me that has meant that in February I am still without a working computer.
I don't like your tone either. 3 months have passed and I still can't use your computer; your phone lines obviously aren't open until 6pm and your own staff have admitted that it could be due to couriers.
Be assured that I will take action against you if you do not refund me immediately. I'm sure you're aware, that any consumer who receives a product which is not in its advertised state, is entitled to a full refund. I am exercising that right as a consumer.
If I take legal action against you, I will also forward on the legal costs and charge statutory interest.
Regards
xxxxxxxx
Mr xxxxx,
I have tried to assist you, please proceed with your legal action. I can prove however you received your goods as advertised and in perfect working order, you signed to say you did.
Regards
xxxxx
From: Paul
Sent: 11 February 2008 18:40
To: ian
Subject: RE: Faulty computer
Dear Sir,
I signed to say I received the product, not to say the goods were in working order. You can check through the various emails and e-notes I've sent you to say this.
The goods were not in working order and never have been. I have kept all contact made with you and will use it to make a case against you.
I note your unwillingness to sort this out and will be contacting the various consumer organistions also.
Regards
xxxxxxxx
Regards
xxxxx
Regards
xxxxxx
I have tried to assist you, please proceed with your legal action. I can prove however you received your goods as advertised and in perfect working order, you signed to say you did.
Regards
xxxxx
From: Paul
Sent: 11 February 2008 18:40
To: ian
Subject: RE: Faulty computer
Dear Sir,
I signed to say I received the product, not to say the goods were in working order. You can check through the various emails and e-notes I've sent you to say this.
The goods were not in working order and never have been. I have kept all contact made with you and will use it to make a case against you.
I note your unwillingness to sort this out and will be contacting the various consumer organistions also.
Regards
xxxxxxxx
Mr xxxxxx,
You certainly did state you'd received the PC in a good condition, it states it quite clearly in the box you sign when receiving an item from City Link. Playing devils advocate how do I know you haven't dropped the machine by accident, damaged it on purpose? Mr xxxxx, seriously I am here to assist you in any way I can, if you choose then legal route then fine, that is your choice. I can confirm, from experience, what will happen however as I said the choice is yours. If you change your mind please let me know, if I do not hear from you by tomorrow I will have to unfortunately pass your case onto our legal department so that they can resolve this.
You certainly did state you'd received the PC in a good condition, it states it quite clearly in the box you sign when receiving an item from City Link. Playing devils advocate how do I know you haven't dropped the machine by accident, damaged it on purpose? Mr xxxxx, seriously I am here to assist you in any way I can, if you choose then legal route then fine, that is your choice. I can confirm, from experience, what will happen however as I said the choice is yours. If you change your mind please let me know, if I do not hear from you by tomorrow I will have to unfortunately pass your case onto our legal department so that they can resolve this.
Regards
xxxxx
From: Paul
Sent: 11 February 2008 18:59
To: ian
Subject: RE: Faulty computer
Sent: 11 February 2008 18:59
To: ian
Subject: RE: Faulty computer
Dear Sir,
Just to clarify, do you expect your customers to open the box, check everything is there, set up the PC and then sign for it? I am sure the courier would not be willing to wait the half hour or so it would take to do this.
Mr xxxxxx
No, that's why you can sign for it as unchecked, as clearly stated in our terms and conditions of sale. This situation only covers damage in transit, smashed cases, motherboards becoming dislodged etc. Under contract law the goods become your property the second you sign for them, so we insure the goods until they become your property. If you had problems that were not damage in transit then of course that's covered, but the damage you described can only have been caused by the parcel having been dropped or mistreated either by the customer or the courier. Mr xxxxxx, as I've said before I understand your frustration, please understand ours. We can prove the item left us in perfect condition (engineers report) and if we have to we can also prove it arrived with you in perfect condition (delivery note). We could turn away from you now and leave you to it, but we're still offering to resolve this for you.
Just to clarify, do you expect your customers to open the box, check everything is there, set up the PC and then sign for it? I am sure the courier would not be willing to wait the half hour or so it would take to do this.
Mr xxxxxx
No, that's why you can sign for it as unchecked, as clearly stated in our terms and conditions of sale. This situation only covers damage in transit, smashed cases, motherboards becoming dislodged etc. Under contract law the goods become your property the second you sign for them, so we insure the goods until they become your property. If you had problems that were not damage in transit then of course that's covered, but the damage you described can only have been caused by the parcel having been dropped or mistreated either by the customer or the courier. Mr xxxxxx, as I've said before I understand your frustration, please understand ours. We can prove the item left us in perfect condition (engineers report) and if we have to we can also prove it arrived with you in perfect condition (delivery note). We could turn away from you now and leave you to it, but we're still offering to resolve this for you.
Regards
xxxxxx
0
Comments
-
so are they basically refusing to refund?0
-
Yeah.
Does anyone have any knowledge of where I would stand if I take action against them?0 -
Before you take any other action, I would contact your local Trading Standards. They can explain to you exactly what your rights are in this case, and also suggest the correct way to proceed in this instance.How many surrealists does it take to change a lightbulb?
...
...
...
...
Fish0 -
Would I need to contact my Trdaing Standards or Birmingham, where they are based?0
-
I am so :mad: at this company!
My dad ordered a pc for me for Christmas last year, and it still doesn't work in February.
It has been sent back to them on 3 separate occasions and each time it returns, there's another problem.
When it first arrived in November, the USB port at the front of the tower collapsed into it and the CD drive would not work.
On the second occasion, the PC died completely and the back of the tower caved in ie. where the keyboard, mouse is plugged in etc.
It came back to me again in January and now the front cover of the USB port is missing and the tower is all scratched. I obviously won't accept it as my dad paid over £350 for it.
Did you pay by credit card?"Love you Dave Brooker! x"
"i sent a letter headded sales of god act 1979"0 -
I would contact your local one. If there are other complaints against this company, it will be on their system. Some area Trading Standards will act on your behalf in a dispute, but others will offer advice.
I'm pretty sure that because you noticed the fault immediately (and reported it), you are entitled to a full refund if you want (Sale of Goods Act). Trading Standards can confirm your exact rights in this case.How many surrealists does it take to change a lightbulb?
...
...
...
...
Fish0 -
No, unfortunately my dad paid by debit card. I know that you can claim it back if it's paid by credit card.0
-
-
I'm not sure actually. Would we be able to get a refund if it was?0
-
a11waysindebt wrote: »Was it a Visa debit card.
I was wondering about this. A Visa debit card should give the same refund rights as a Visa credit card.How many surrealists does it take to change a lightbulb?
...
...
...
...
Fish0
This discussion has been closed.
Confirm your email address to Create Threads and Reply
Categories
- All Categories
- 352K Banking & Borrowing
- 253.5K Reduce Debt & Boost Income
- 454.2K Spending & Discounts
- 245.1K Work, Benefits & Business
- 600.7K Mortgages, Homes & Bills
- 177.4K Life & Family
- 258.8K Travel & Transport
- 1.5M Hobbies & Leisure
- 16.2K Discuss & Feedback
- 37.6K Read-Only Boards