PC World would not give refund or exchange on faulty laptop within 28 days. Are they correct? 30 days now.?

Question

My laptop had a fault. The machine sometimes would not wake up from being in standby mode. I asked PC World for an exchange or refund and they refused. Put me through to Business Support, Spent quite some time with a Technician. The problem still persisted so rang and again asked for exchange. They refused. Tomorrow it is 30 days since purchase (22.12.06). Are they right to refuse? Am I wrong to ask? Somebody told me that PC World exchange faulty goods within 28 days of purchase. If so they refused to do so with my machine and want to know what is best to do. Thanks in advance.

Answer 1

if you have a problem with a product purchased that is diagnosed within the return period - regardless of the problem, you have a right to return it but there may be a penalty to do so (often 15% restock fee or something along that line). they are not obligated to exchange it if they can't verify that it's a problem with the equiptment (since it's only standby that has a problem.. and can be affected based on the hardware in which you plug into the laptop and the drivers being used) . talk with your credit card company and file a dispute that route. you did get the names of those you talked to at PC World I hope? Good luck and always purchase any on-line or expensive item with a credit card.

Answer 2

Hello,

(ANS) There are two seperate elements to this situation in my opinion.

a) the fault might NOT be a hardware problem but sure sounds like a software problem. Having said that I do recall out of the back of my brain (digging deep here?) that there was a well recognised gliche in Windows 2000 & XP with machines no waking up after hibernation & standby. You might find that your machine is missing an MS update or MS patch that fixes that specific problem?

**I definately do recommend that you run a search through Microsofts website for problems with XP or windows 2000 and waking up the machine after standby.

**The problem could be solved or resolved by changes to some of the machines settings in windows XP and also have a close look at the laptops power settings both are found in control panel in XP.

**NO! PC World are 100% totally wrong, you are well within your consumer rights to take the machine back to the seller and ask them to fix the problem free of charge.

If PC world refuse then find out who the manufacturers are and contact them for a return to base for a fix or repair. **But this doesnt sound like a hardware problem in my opinion more like a software problem or even possibly a wrong setting in the machines system bios?

**ALL computer hardware & software bought as a complete system is covered by a 1year makers warrenty.

**If you made payment by a credit card the insurance on the card should cover any problems too, this gives you a bit more protection. Remember PC world are taking advantage of the fact that you are a novice and will always try and fobb customers off. Especially if the customer is a new user and doesnt have a far reaching depth of knowledge about computers. i.e. blind you with jargon & science in order to NOT have to help you. Even if the problem is genuine.

**Your problem here is too NOT ask for an exchange of the entire product i.e. laptop and windows software but too go back to PC world ASAP!! and request they fix or repair the machine under the warrently. I think you'll have more success.

**Customer service is the main reason I never ever recommend PC world to anyone when it comes to computers. I used to work in IT & computing for over 10yrs.

I hope this might be of some help to you?

PS: If you have any doubtes about my advise you can check it out with your local trading standards office. They are in the phone book.

IR

Answer 3

No if you have had support from their techie, and you are still not satisfied with the running of your pc, then you have a statutory right to demand a replacement or a refund, take it back to where you bought it, and demand to see the manager, explain to him what actions you have done to get your laptop working to your satisfaction, do not lose your temper,explain to him that you were within the 28 days when you sought help, if he or she does not give you any satisfaction, then ask for the name and address of his or her superior, they do have one, and say you are going to contact them, and if need be go even higher, to make it easier just ask for the name and address and phone number of the CEO of pc world, if that dont work then you can use threatening tactics, make your self a placard board saying how you have been treated, phone your local paper and say that some mad person is outside PC world protesting about unfair trading, then get there with your placard sharpish and start waving it in front of other customers, i did it and got an instant result, one thing they dont like is bad publicity, good luck

Answer 4

Sale of Goods Act - not fit for the purpose it was designed for!

Reported within 28 days - if PC Worlds return policy is 28 days then as long as you've reported it prior to the expiry of 28 days they should change it!

Check your receipt/warranty form

Failing that - give the local Trading Standards Office at your local Town Hall a call - theyll take up your case!

Answer 5

Did you read the refund policy before you bought the laptop? If so what did it say? Sometimes refund policies says no refund. This is one thing alot of people don't do, read the refund polices. If it says no refund then your just out of luck. If you well entitled to a refund and they refused, you need to inform them of this, if they still refuse, contact the better Business Bureau and them sue them in small claims court. That is all you really can do. Or just except the loss and never buy from them again.

Answer 6

Assuming English Law, you should write to the company, stating that you have been refused a replacement or a refund.

You should also make it quite clear that the goods are "not of merchantable quality."

You then demand a refund, which if they are not prepared to offer an exchange, would seem to be the sensible course of action if they cannot be trusted to honour their contractual duty under the "Sale of Good Act."

If this action fails, you write again and inform that you will be taking the matter up with "Trading Standards."

Answer 7

All PCs usually have a warranty of a year on them They are actually breaking the retail trading laws by refusing an exchange or refund
contact your local Consumer advice bureau and let them handle it

Answer 8

Musonic and Jamand are absolutely correct. Under English Law the goods they sold you are 'not fit for it's purpose' therefore you are entitled to a full refund or a replacement. I wouldn't get them to return it to manufacturer as this can take time and be frustrating.
(Your claim is against the store who sold you it, NOT the manufacturer, in case they try to tell you different)

If they refuse to give you your money back or replace the item, then you can sue them in the county court which is sooo easy to do on line, it doesn't cost much and they'll have to reimburse you that too.

Go back, speak to the manager and insist on your rights.

Answer 9

Are you saying you phoned them within the 28 days, if so they should change it without problem. But if you phoned after the 28 days you have to keep at them about repair, eventually they Will give in and send a engineer around. i have just done this.

Good Luck

Answer 10

I used to work for pc world and yes they will not replace it after 28days.
They will attempt to repair by returning it to the manufacturer. If i was you i would speak to trading standards as repairs can take anything up to 4 weeks.
I have since left the company i used to work for there call centre at Sheffield and spoke to many customers like yourself.