Thread: Desktop sent back for repair - No response and its been 6 weeks now

I sent my desktop back for repair just over 6 weeks ago and PC World have not been in contact with me about it. Therefore under the Performance Agreement terms, I am entitled to a replacement.

However the desktop was over 3 years old, so its very unlikley that they will be able to replace like for like, so I wanted to ask if anyone knows what my options are ?

Will PC World simply replace with the cheapest desktop they have ? I say this because chances are their cheapest desktop now has a better spec than the one I bought 3 years ago.

I have checked the cheapest desktop and although the CPU, memory, HDD are all better, there are some components that it doesn't have that my old desktop did, such as two DVD drives and two firewire ports.

Can I reject what they offer if there are any components at all that fall below my original spec, even if their are other components that are better than my original spec ?

Also, how likely will they offer vouchers instead of a replacement ? Will they deduct "3 years value" from the original cost (how is this calculated ?) or should the voucher value have to be to allow me to replace with a spec NO LESSER than my original spec.

Quite a lot of questions there I know, but wanted to get my facts straight before I contact them.

Many thanks.

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I always thought that coverplan especially the whatever happens that you got vouchers to buy an equivalent spec pc and therefore if his orginal machine came with 2 dvds drives and 2 firewire ports as standard and the vouchers he receives means that he can not buy a machine with these features then surely DSGi would be in breach of th contract as it is not equivalent, now i doubt that there are many machine in pc world that actually come with these features as standard so surely the sensible option would be to send out vouchers enabling him to buy a machine with similar processor, ram, hdd, graphics etc but also an extra £30 - £40 so that the additions components can be brought. I also thought that the coverplan stats that you must be able to buy an equivalent brand so if yours was a sony and you could only buy an advent,emachines, eisystems, fujitsu, philips or packard bell then i would not except the offer.

as for the machine being away for 6 weeks and no reply, I thought the desktop workshop had been recently closed down.

Originally Posted by curofone

I always thought that coverplan especially the whatever happens that you got vouchers to buy an equivalent spec pc and therefore if his orginal machine came with 2 dvds drives and 2 firewire ports as standard and the vouchers he receives means that he can not buy a machine with these features then surely DSGi would be in breach of th contract as it is not equivalent, now i doubt that there are many machine in pc world that actually come with these features as standard so surely the sensible option would be to send out vouchers enabling him to buy a machine with similar processor, ram, hdd, graphics etc but also an extra £30 - £40 so that the additions components can be brought. I also thought that the coverplan stats that you must be able to buy an equivalent brand so if yours was a sony and you could only buy an advent,emachines, eisystems, fujitsu, philips or packard bell then i would not except the offer.

as for the machine being away for 6 weeks and no reply, I thought the desktop workshop had been recently closed down.

Fraid not. Coverplan/whateverhappens/pcplan supply you with vouchers to buy a pc of equivalent specification, but you'd be hard pressed to find a PC nowadays that supplys firewire, as usb 2.0 is faster and more commonly used. Also dual CD drives are very rarely used so not many manufactorers bother packaging them. Having seen people come in with coverplan vouchers plenty of times before. I can safely say, as much as I hate coverplan, and as much as I dislike dsgi, most people who are unfortunate enough to have to wait 21 days for vouchers, do walk away with a significantly better spec machine. And most people aren't petty enough to have a go at the company (or the poor girls on customer services) because they're not getting the two CD drives the company very rarely stocks anymore. Technicaly you could pull them on this even after being told you could have a better specification PC, but don't be supprised if they respond by trailing each and every warehouse looking for a leftover bit of stock, of your original PC, just so you do get that "exact" match.

Trust me, DSGi, is not going to part with a £1000 PC, if you only paid £500 for the original, just because the £1000 pc is the only one with two DVD drives or firewire, it just won't happen.

that is basically what i said surely, i know that machine very rearly come with these components now and therefore it would make perfect sense to offer vouchers for similar spec machine machine (is bound to better as times have moved on) but also give them £40 in vouchers for the extra components that are missing. I am pretty sure the contract states a machine that is equal or better than the orginal and therefore if it is missing components that the orginal had it is not equal even if the other parts are better than the orginal so the most cost effective way of dealing with this is to send out the voucheers for a similar brand and spec machine plus £40 of extra vouchers to buy the two components off the shelve and get an instore tech to put them in.

I understand dsgi are not going to send out vouchers for £1000 just becuase that might be the only pc that has 2 drives and firewire but the customer would be well within their rights to refuse the vouchers offerered if it would not enable them to buy and equal or better machine plus the extra 2 components.