Faulty PC

nhoneymonster · 7 May 2018 at 4:18PM

Hope someone can offer advice.

In January I bought a new PC directly from the manufacturer, within a couple of weeks of using it I noticed it was intermittently restarting for no reason. After contacting support and the troubleshooting suggestions not working they arranged a repair. Around a week after getting it back the same issue occurred. I contacted support and was told they could only offer another repair at this point. It was sent back for repair again, but shortly after getting it back the same problem occurred again. I have contacted support and said I do not want to have to send it back for a further repair, but they've said that's the avenue of support they can offer at the moment. Do I have to accept this? This would be the third repair within three months for the same issue which has been occurring since shortly after purchase. Surely they have to offer a refund or exchange at some point?

forgotmyname · 7 May 2018 at 8:38PM

Which manufacturer? A brand new or graded or reburb unit?

System updates?

KeithP · 7 May 2018 at 9:36PM

After one failed repair, you, as a consumer, can seek a refund from the seller.

During the first six months following the sale, that must be a full refund.

Also during that same six months any fault can be assumed to have been present at the time of the sale and it is for the seller to prove otherwise.

nhoneymonster · 7 May 2018 at 10:08PM

forgotmyname wrote: »

Which manufacturer? A brand new or graded or reburb unit?

System updates?

It was bought brand new directly from Lenovo. I haven't done any updates other than the usual windows updates. The restarting doesn't seem to relate to updates either as it just happens without warning, sometimes when you are in the middle of something!

nhoneymonster · 7 May 2018 at 10:14PM

KeithP wrote: »

After one failed repair, you, as a consumer, can seek a refund from the seller.

During the first six months following the sale, that must be a full refund.

Also during that same six months any fault can be assumed to have been present at the time of the sale and it is for the seller to prove otherwise.

Thanks for the info. When they offered the second repair I said I wasn't really happy with that, the customer services rep tried to escalate to find a better solution but said that's all they could offer. When I reported it this time I said I didn't want to return it a third time but they still only offered a repair. I have replied and said it's not reasonable to ask me to return it again and I want a replacement or refund. Will see how they reply!

Fosterdog · 8 May 2018 at 7:52AM

What parts, if any, have they replaced?

nhoneymonster · 8 May 2018 at 9:02AM

They replaced a part each time but not sure what. The last repair they said they identified a failing component.

DCFC79 · 8 May 2018 at 9:14AM

How did you pay ?

You could ask what they have replaced.

nhoneymonster · 8 May 2018 at 9:52AM

I paid by credit card.

There was a document on the box the first time saying what they'd replaced but not sure what it said now. I still have the box so I can check if they've advised what they replaced this time.

nhoneymonster · 16 May 2018 at 9:54AM

Still no reply to my email of 7 May! Maybe time for a social media rant.

pmduk · 16 May 2018 at 10:51AM

The Consumer Rights Act gives them only one chance at a repair.

Faulty PC

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