When I return a faulty item can I be forced to use the store's 0870 number?

Money_Saving_Dude

The Sale of Goods Act give the consumer protection in the case of faulty goods. However I recently took a faulty laptop back to PC World. They said I needed to contact their customer services department, and here's the number...

Rather surprisingly (not!) they gave me an 0870 number. When I protested they gave me a cheaper 0845 number. I did ask for an 01 or 02 number, as those are not revenue sharing (ie PC World doesn't financially benefit from my call), but guess what, they didn't have any of those.

I then asked if I could make the call, or one of their staff could make the call, from their premises. They declined (I wounder why?). So I was ultimately forced to call their helpdesk to report the problem.

Not only do I find this offensive, but as I was in the store with the defective laptop why couldn't I leave that with them and they give me a receipt?

So with that background, my question is did the store work fully within the law or could I have insisted on them responding to my problem at no cost to me?

Any help, ideas or guidance will be gratefully received.

[As a side point you just know that when 0870 numbers lose their revenue sharing in the summer we will see all those numbers become 0871... ]

shays_mum

Well then don't use that no use:
saynoto0870.com
do a search under the company name & voila......hopefully an alternative landline no
HTH

dmg24

You find the idea of ringing an 0845 number offensive? You really need to get out more ...

saintscouple

Hi, Martin’s asked me to post this in these circumstances: I’ve asked Board Guides to move threads if they’ll receive a better response elsewhere (please see this rule) so this post/thread has been moved to another board, where it should get more replies. If you have any questions about this policy please email [EMAIL="abuse@moneysavingexpert.com"]!!!!!![/EMAIL].

Money_Saving_Dude

@shays_mum
Yes I did look the number up on saynoto0870, and found an 0800 number :rotfl:, but thanks for pointing that out.

@dmg24
Yes I do find 0845 offensive -- because of the principle of revenue sharing. If 0845 numbers are so good, why can't they use 01 and 02 numbers? And as I mentioned in my post what's the betting the 0870 number will disappear when the revenue sharing is removed?

But can anyone answer my original question -- do I have to accept this process or can I simply insist, as the affected consumer, that they sort out how to get my problem into their system? I should be able to return the laptop to the store and ask for a receipt -- then get told when the replacement or fixed machine will be ready to be picked up.

KILL_BILL

how long ago did you buy the laptop and what fault is it

they normally say that if it is under warranty and it dont work then they will attempt to repair it, if not then they will give oyu an equivalent takeing into consideration any betterment use you may have had of the machine

Money_Saving_Dude

The laptop is less than 6 months old. It's a Toshiba and the screen is faulty. If it is more than about 70 degrees the mouse stops working and it slowly fades to grey. It is clearly a hardware fault. Because it is less than 6 months old PC World must accept that it is faulty (ie I as the buyer doesn't have to prove it is faulty, although I don't fully understand the 6 month rule -- if it is over 6 months how do I prove it is a fault, not wear and tear?).

I took it in expecting them to say ok they'll give me a problem ticket and send it off. I have a visceral dislike for the UK's complex phone charging system (ever since it was introduced in the 80s I've seen it as a scam to get more money out of you). That's why I was upset when they offered me an 0870, then 0845 number (any of 0844, 0845, 0870 or 0871 would cause me a problem, as I can't see why they can't give me an 0800 or an 01, 02 number).

We seem as a country to have gained the attitude that these revenue sharing numbers are acceptable. I personally have never accepted this, and I am always upset when I'm forced to use them.

(Sorry, this seems to have turned into a bit of a rant, but hopefully you can appreciate why I've asked the question.)

timelord_4

I took it in expecting them to say ok they'll give me a problem ticket and send it off

Surely just ring the 08 number to get it arranged for repair as that would be the normal way. PC World is a huge business across many sites, no point giving you an 01 or 02 number if it may not get you to the correct person. One of the main reasons why companies choose to use 08 numbers is not to deliberatly charge you, but to keep the original cost of the boxed product down at a more competitive level. It also costs the company a lot of money to use 08 numbers (and its not clawed back through customers phoning these numbers) and often the centralisied point for all calls coming in so they can be directed to the correct site. (this was something I had to develop in my company). Toshiba's own number is an 0870 number.

I can understand what you are saying about leaving it at the store and it can often seem like we are being inconvenienced, but perhaps this is actually the best method.

uktim29

timelord wrote: »

One of the main reasons why companies choose to use 08 numbers is not to deliberatly charge you, but to keep the original cost of the boxed product down at a more competitive level.

Exactly.

The op talks about the 80's but remember how much computers cost then? You'd be paying £5,000 a pc if prices were the same now!

Surely you'd find that more offensive?

Don't you see how keeping costs down actually benifits you?

Money_Saving_Dude

Thanks for all your replies. I agree ringing the 0800 number (thanks to saynoto0870) would be the best course of action. But my original question (which I've clearly not stated well enough and clouded with my distaste for revenue sharing calls) is still unanswered:

Are PC World within their rights to get me to phone their helpdesk, or can I insist I leave the laptop with them and let them sort out the admin?

My question was supposed to be about my rights, not on the merits of the different phone systems. Sorry if I've misled people.

hjb123

Did you buy the laptop in store or online? Did you have the receipt?