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  1. Hi, I need a bit of advise in regards to what should I argue against PC World (DSG Retail Limited) if I go in court. A short description of the event: I bought a Samsung Series 8 TV in 2016 for £1499.99 + Knowhow care plan for 5 years later with in a week the price dropped by to £1399.99 went to the store told this to a manager and he happily refunded the difference and also informed me that there a FREE BR Player in offer with this TV which he given me along with refund. Now back to 2018 in Jul 18 my TV had some fault sent for repair under Knowhow care plan which came back repaired within a week now had few more faults sent back again to Knowhow in first week of Aug 18. This time I got back my TV within 7 days but still had few more faults booked in again this time few days after collecting I have been asked to contact customer care which I did and they informed me that an accessory (One Box) is lost in transit by courier agent. Now after investigating for few days they offered to replace my TV under 3 repairs in short period of time & not returned to customer with in 7 days clause. On 11/08/18 I received my Voucher code after calling customer care they were unable to tell me the amount on voucher due to some system error. I immediately rushed to the store at around 10:30 AM and gave the provided code to the staff. They confirmed that the amount on vouches is around £680 including the pro rata charge for care plan balance of £126 as this I already paid in advance. They also confirmed that the best match to my old TV is Samsung Q7 series but as the price of the TV at that time was £1799 they will try and sort this out for me. Then the run around started until 16:30 the store staff came to me and informed as the price of the new TV is too high they can only do Samsung Q6 series which I didn't want as this was not a match specification of my old TV. After lots of argument and discussion and the misinformation provided regarding Q6 which was also false advertised on their website I was so frustrated as I was in the store since 10:30 AM and till 17:30 believing on the specification and confirmation provided by staff that this TV did match and have higher specification than my old TV I agreed to take this and they also informed me that if this TV is not good enough I can return with in 28 days anyway. Now comes the paying part They said that they can only refund the amount 0f around £1264.99 including care plan prorate charge of £126 this is after deducting the price of FREE BR player of £259.99 I argued it was free but they keep arguing that it was a bundle when clearly it was not as per the advert on their website which I discovered later and got proof of it to produce in court if needed. At the end they agreed if I take Q6 they will put the money towards it I agreed we proceeded to pay. Now the store staff came back to me again and asked me if I have got money in my account and asked for my card this I really got a shock (which can be seen in their CCTV if they bring in court) he said nothing to worry about they will take the payment and immediately return to my account as credit. As he confirmed to return the money I given him my card and he took £250 from my account but only returned £150 upon asking he said that they will only put around £40 towards new TV rest I need to put but i this was never informed to me at any point. They also informed me that I can contact Knowhow customer care to refund the money of the BR Player. Now after this all saga started since morning I was in store for nearly 8 hours without any breakfast or lunch and so frustrated I decided to leave now with the TV and contact customer care later to sort this out. I found that the TV is falsely advertised on their website, the specifications are wrong . whenever I contact customer care they ask me to go to store to sort out in store they ask to contact customer care and they also refused me to return the TV even on the next day of purchase. I wrote e letter to the store and their legal team which they never replied to. later send a letter before court action to both again but they never replied. As there was no reply from any of them even after 14 days on 02/10/18 I have now raised a online claim against Currys Store and DSG Retail Limited for which still have not received any defence letter from Currys only received a letter from their legal team stating that I cannot include Currys store as this is part of DSG retail and that upon checking they confirmed that the care plan was in my wife's name so I can't take them to court. I replied them on 22/10/18 I included both store and DSG as when ever I been to store I have been asked to contact Knowhow customer care and upon contacting then they keep referring me back to store. In reply to me putting claim against them I have already posted them a letter of authorisation from my wife on 10/09/18 with the letter before court action a copy also included in current reply. now can you please advise my possibility winning this case and what should I add to strengthen my case. Please also advise how I can add attachments to my post so I can attach all the documents sent. Many thanks in advance. Vicky R
  2. Well folks, back in October 2014, I was seeking a good new computer and at PC World in Plymouth I came across am Asus All-in-One ET2020 PC for just over £300. I purchased the new computer after thinking about it for a few days, also decided to take the care plan at £4 per month believing that it would give me all round protection should anything happen. on the 17th February 2015, the worst did happen when the PC developed a fault with the TV tuner card. I duly took it back armed with my care plan agreement and all receipts to the PC World Plymouth store I was greeted by an awful Knowhow assistant who kept insisting that it had to go back to Asus and that it would take 28 days. I told him that my care plan guaranteed me a repair or replacement within 14 days, that is what I have been paying for each month. I had to get the assistant manager involved, who quite frankly was not much more help, but he did agree to send it to their own repair centre in Newark, and he assured me that it would be repaired within 14 days, probably coming back a lot sooner. He also stated that I would be able to track its progress all the way, this was not the case. Now the care plan also provides a like for like loan pc, but they did not have any at the store. I needed my computer for work and without it I would be loosing £80 per day in income, I agreed that they could provide a loan pc delivered to me the next day. Well that did happen on the 18th February 2015, but the loan was a useless antiquated laptop. I could not use this for my work so found myself loosing even more income, and I was not happy. Saturday 20th February 2015, I found out upon calling Knowhow that the PC was being sent back to me, not repaired as the repair centre in Newark said it had to go to Asus. My argument is why o why was I paying £4 per month for an useless care plan. I complained to the store manager at PC World Plymouth to after much argument agreed to refund me my money paid for the PC but not for the care plan. At this time the useless loan laptop was returned to them. on the 22nd February 2015 Knowkow delivered the PC back to me, yes the PC that the store manager refunded on just two days before. By this time I was preparing a court claim against PC World for my lost income, cost of calls and full reimbursement of the care plan. I sent their head office an email on the 22nd February 2015 stating that I would be withholding the PC they mistakenly delivered back to me in lieu of my claim against them, and offered then a settlement where the damages claimed would cover the cost of the PC, with the known fault at a reduced cost. on the 27th February 2015 I got a phone call from the assistant manager of PC World Plymouth accusing me of theft and deception, far from the truth, so to protect myself duly delivered the PC mistakenly delivered to me, into his arms, realty felt like ramming it down his throat. So you see dear British people, not only do they take your money for a care plan they had no intention to honour, they then go and blame the customer for their own mistakes and then threaten the customers saying that the customer has broken the law. I leave it for you to draw your own conclusions on this one, but please, please, stay well clear of PC World, Currys, Carphone Warehouse, Knowhow and any other company associated with them. You have been warned.
  3. Hi all, yesterday while online I reserved a Panasonic 50" TV off the pc world website, today the 27th December i went in to pay and collect from customer service desk, the cost was £350.00, upon getting the tv home and setting it up the picture quality was very poor decided as I weren't satisfied & to return it, with intentions to look for something better at a higher price, only to be told they would deduct 20% which equates to £70 because I had opened the box! Can anyone advise me if I have been unfairly treated, the tv went back to the store in Bradford 1 hour after I had bought it. Thanks in advance Sid. Who advises to avoid like the plague!
  4. My daughter bought a Toshiba Iris 15F laptop 0n 11/8/13, togeter with a Whatever Happens Care plan. She woks in South Ameroica as a consultant for a USA comapny working online. The computer is her main work tool. In Jnauary 2014 it developes a fault with the key board and keeps swtiching off. She contacts PC world both by phone and email from South America, she informs them she will drop the laptop in at PC World Wolverhampton, for repair. This she does when on her 2 week vacation in July 2014. The laptop is returned to PC world 4 days before the end of her vacation. On collection she inspects it and it noticed that they have replaced it with the wrong keboard. ( its either Russian or some other lanuages as there are non UK letters on the shift keys and all the other keys) On being told "sorry, we will replace the keyboard again, but you wont get it back before you leave for South America", my daughter says I will have to work round it and return it for repair on my Xmas vacation. On 21st December 2014 my daughter returns to UK and on 23rd Dec hands the lap top to PC World in Wolverhampton for repair. She is returning on 10th Jan to South America. She is advised the laptop will be returned by 4th Jan. On 6th Jan she is now informed laptop will be delayed as parts are required. On stating she is leaving by the end of the week, and this is not acceptable she is told, " the Terms and Condtions state that we (PC World) have 21 days to return the laptop. That end date is midnight on 12th of Jan, after which we will issue a voucher for a replacement. At approx 10am on Monday 13th Jan I get a phone call to say the laptop is now repaired. BUT it wont be returned to PCWorld untill Thursday 15th Jan. I inform they they are in breach of their T &Cs but they inform me that travelling time is not included! Nowhere is that in their Terms and Conditions. On Thursdauy 15th I duly get a call from PC World to say the lap top has arrived in store. I refuse to collect as I now say they are in breach of contract. Despite speaking with several members at Customer Care st Know How who all say that there is no actual term or condition of travelling time in the T&Cs they refuse to issue a voucher as they say the machine was repaired in 19 days. I state they have breached their T&Cs as it clearly states: 'In most cases we will repair your product first time. In the unlikely event that your specific pproblem takes over 21 days to repair you may request a replacement product........ 21 days repair time will start from - the date you book in your product for a repair at Currys or PC World.' Do I have a case for taking them to the Small Claims Court for a breach of contract? I have refused at present to collect the 'repaired' laptop from PC Worl as I feel this may invalidate any potential claim. Your advice would be most welcome.
  5. Just been on the phone to PCWorld as the Ipod Touch we ordered on the 28th November has not arrived and I was told that they are awaiting stock and it's unlikely to be back in stock before christmas I have just seen that it is in stock at my local store and online and I am wondering if they are trying to worm there way out of selling it to me at the offered £100 price tag... What should I do? I felt pressured into opting for a refund as it's a Christmas present
  6. Hi,I wonder if anyone could advise me please? On Thursday, I purchased a MacBook Pro from PC World. I inspected the display models, and saw one I liked. It was £100 more for the retina display model, and didn't really feel it was worth paying the extra, so paid £899 for the non retina display model. When I took it home, I couldn't quite put my finger on it, but for some reason, I didn't like it as much. I passed by another PC world branch on Saturday, and decided to pop in. The retina model, is considerably thinner than my version, and also, my version is a 2012, the retina is 2014, now I feel that I purchased the machine. based on the display model. I asked in that store if I could exchange it, and pay the extra, but was told NO as I'd used it. Do you think I have grounds for exchange, as I feel, the display model was not indicitive of what I was actually buying? Many thanks in advance. PLK
  7. Good evening, My father bought a laptop from pcworld which to your credit worked fantastic up till this point. He purchased it in 2010 or around then and sensibly took out laptop insurance, (knowhow). He hasn't lapsed on a single payment and has never sent his laptop for repair until now. Before sending the laptop away, my father promptly explained the situation, that he is an IT tutor in college and uses it for marking. All seemed well. Originally on the phone he was told it would be 7 days or it would be replaced. Alas 7 days pass, no replacement, but a call to say they need additional parts. This is promptly followed up with a phone call from his wife, whereby he was told they will only abide by the old contract and they have 28 days to replace it. During this time, my mother has had to deal with a few members of staff and a manager or 2. She is disabled and does not need a member of management speaking rudely to her or being impolite. She is then told the 28 days would be up on Saturday 1st March 2014, so she calls again after being left more messages saying more parts are required. 'No Mrs storey, it is Wednesday 5th March'. Again after being spoken to rudely. She calls again today after being told they are waiting for more parts. And it would take it over the 28 day policy. She then requests the laptop is replaced using the vouchers after even more rude staff on the phone. Then she is told not only does she have to wait till Wednesday but there will be an additional 72 hours wait after the 5th for the vouchers to come through via email? And it will be at the same value in which the laptop was bought. Correct me if I'm wrong but 48 months of paying £10.00 a month is £480. She has already been told that the voucher certainly won't cover the original cost of the laptop, but I find it insane that they may well offer less than the money that has been paid over the years for the laptop cover. May I ask, is this how a situation such as this is meant to be resolved? Given my father has gone without a laptop for 4 weeks where he can't mark from home and his disabled wife has been treated horribly by customer services for weeks? This is not a direct rant at all, but an account of the situation as best described as possible. Thanks, Darren Storey
  8. I bought an Acer Aspire V5-552 from PCWorld in December as a Christmas present. The laptop was opened and worked fine on Christmas day. The next day when it was opened up the screen was cracked. The crack quickly spread across the screen. Please note that this laptop was not dropped or in any way physically damaged. The crack was spontaneous and a result of a defective screen. The only fault I can find without taking it apart (which would void the warranty) is a slight ridge on the bottom bezel where the crack seems to start from. Presumably this was there when the laptop arrived. I contacted Acer who confirmed that they would repair the laptop if I hadn't got it from PCWorld. PCWorld have bought all their warranties so they are responsible. So I took it to KnowHow who refused to look at it. KnowHow employee told me he isn't allowed to take cracked screens and it is obvious it was dropped or kicked or been in a car crash (he really said this). Actually other then it being a crack it doesn't look obvious at all. The crack is clean from the point of the ridged bit of bezel to the near top part of the right-hand bezel. There are no impact marks and actually at the time this guy 'analysed it' the screen protector was still on the screen and completely unmarked. I was also told by this employee that KnowHow wouldn't look at it as I had registered it with Acer so it wasn't 'new' any more. I registered with Acer after the crack appeared, this guy seemed incapable of understanding that I can use the laptop without the screen and I am incapable of understanding why I shouldn't use it while waiting to get the problem fixed. I was later reassured that this is complete nonsense, but it puts into context the kind staff that are working in PC World's KnowHow support section. I called KnowHow and complained that the shop had refused to properly look at the laptop and that I had already described the problem to Acer who have said they would repair it. The team on the phone said that the store should have taken it that they have no choice but to take it and it would be the repair team who decided if it should be repaired. He said he would call the store and I should take it back again (it isn't easy travelling to these stores - I don't have a car). He advised that I get something in writing from acer confirming they would hypothetically repair it as an aid to convincing the store to take it, despite it being the stores own policy that they should take it. I called acer back and tried to get them to confirm in writing that they would repair it. They wouldn't do this under the pretence that confirming hypothetical repairs is a bit mad. They did say they would repair it if it wasn't a knowhow laptop and gave me the ID of the person I spoke to so KnowHow could call and speak to him if they needed. I called KnowHow back and told them what was said. They then told me there was no need for me to do this that they can just arrange to have the laptop picked up. Fine. I arranged for it. I said I was a bit worried after my experience in the store that the team would not properly look at it, that they would see the screen is cracked and decide I fell down a flight of stairs with it before throwing it into a car crash. The KnowHow employee admitted that it may just be ruled as physical damage, but that they should look at it, and he would put a note down about my 'bezel theory'. Not exactly filled with confidence I wrote a letter for the KnowHow team that would eventually look at the laptop, asking them to check the bezel and asking them to test it for defects as the thing was not dropped (for the record it wasn't moved from the position it was working fine in the day before, it was just closed). When KnowHow came to pick it up they refused to take the letter as it was apparently this guys job to take the laptop "and nothing else". I got a letter today from KnowHow saying "we can't repair your laptop as it isn't covered by the warranty". This is not true as it is the same warranty that Acer have already confirmed twice does cover this laptops screen. I am pretty sure that they didn't check it, just switched it on, noted crack, and then switched it off. I have been reading about this online and I can see that screens do crack in this way, usually within a day or so of being used (like my laptop). Various reasons given are cold weather (it was freezing cold), faulty installation (the bezel is slightly damaged) or just defective screens. I also keep reading about 'tests' that can be done to determine if the damage was physical or not. Could someone here with some knowledge elaborate what those tests are? Acer were very clear that the screen was covered so perhaps there is an issue with the model of laptop I bought. Finally can someone advise me what I should do now? I think I can repair it myself but that will invalidate the warranty so I'm saving it for a last resort. I know PCWorld should repair it but it is seeming impossible. I am angry that I paid for a laptop we got only one proper day of use out of. Thanks for taking the time to read this I know I have written quite a lot but I want to be as clear on what has happened as I can be.
  9. Last December I purchased an HP Pavillion G6-2240 ea laptop from PC World. This had Touchscreen capability. My son and my sister were with me and we all saw it demonstrated. They paid for it as a present to me. I collected the laptop a few days later and was given instructions on how to use the touch screen. About 8 weeks ago the touch screen stopped working. I contacted the Knowhow Team and was told that this model did NOT have Touchscreen. The Technician just didn't believe me. I felt very silly, and insisted it was on the laptop when I bought it. He advised me to take it back to the store in Fulham where it was purchased. Here I was told the same thing. I was advised to save all my files on a USB stick and put it back to factory reset. I have done this but to no avail. Someone somewhere at PC World must know what has happened. Has anyone else had this problem? Can anyone help me. My guarantee runs out on Dec 8th and before I renew, I want this mystery solved! This laptop was bought because it was a touchscreen. Oh and surprise surprise, I am told this model is now discontinued.
  10. 13th October, took iPad into Kendal store with wifi hardware fault. Assistant very knowlegable and agreed that it seemed to be hardware. Said I wanted to claim under SOGA as iPad 17 months old and wifi chip problems are a known fault and connected to upgrade to IOS7. ipad sent off and went today (30/10/13) to collect. Letter with iPad saying could not find fault - Pardon? Ok, lets have a look at it now - iPad completely dead and would not even turn on. Plugged into charger etc - nothing, completely dead. Store said will send back again and it will be collected in 7 days time (06/11/13) I don't think this is acceptable and I think I made a mistake in purchasing from store rather than direct from Apple. My wife's birthday is next week and I was about to buy an iPad from the store. Can anyone give me any reason why I should do this rather than from Apple direct? Overall, I feel that PC World has reasonable staff but is let down by its systems and policies. Not as good as Comet, who were there before.
  11. I got myself a tv nowt fancy logic make the same day I got it I noticed a volume problam I ad no way of getting back to the store £15 in a taxi I rang up to b told I cudt change it I rang of a mobile asked wud they ring me back my credit ad gone 2s I rang n my credit went wen I finally got through sum guy in technical dep sed it woz my aerial I new it wozt all 12mhts iv rang complained 2s theyv tryed fixing it the faults still there iv prooved its not my aerial yet its not good enough they mite as well of gave me a blank garantee FOR ALL THE GOOD THAT DID ME it turns out I bought a faulty tv
  12. So, the wife and I needed new laptops, and we saw the offer of £100 cash back. To be doubly sure that the offer applied, I rang their customer service line to ask if I could click and reserve both computers in one transaction, or whether we had to buy them separately to get the full £200. I was advised that I would get £100 off EACH laptop and only needed to do one transaction. I therefore went ahead and reserved the laptops, and went down to pick them up from Currys/PC World Derby. "39 Bruce" served me, and I again checked with him that it was okay to put both laptops on one transaction. He assured me that it would be fine, and duly processed the sale - issuing me with TWO claim forms with separate cash back reclaim numbers. He pointed out the dates for claiming, and seemed to fully understand the terms of the offer. I now come to make the claims, and have had one rejected as there is a maximum of ONE voucher per person. It appears that I should have gone to the store with my wife, and bought the laptops separately. So, a word of warning. DO NOT ASSUME that CURRYS / PC WORLD staff know what they are talking about. If they are unable to properly advise on their own promotions can you really believe what they tell you about other companies computers or electrical goods. I have all the paperwork, and will be taking legal action against them for a clear breach of CPUT 2008. I just wonder how many thousand's of pounds they have squirmed out of paying by the mis-advice of their staff, or making customers go through hoops to make their claim?
  13. End of April I bought a memotab 310 and after around a month and a half the chargeing port became faulty, the plastic holding the pins in place has broken. Took to pcworld and was advised if it was user damage I may charged for the repair. After 2 weeks chased the store and promised call back but did not happen. Phoned the 0844 number and promised store would call but no joy. Finally some five weeks after I returned it called into the stores and got a call back week later saying damage my fault and would cost £249 to repair, New item is £229!!!. Told them not acceptable to return it and being told I have to pay for its return and to deal with ASUS direct, told them my relationship with them but falling on deaf ears. What annoyed me beyond belief is that there is no details of why they believe its user damage. I take care of my stuff and 1000% certain I did mot cause it or mistreated the item. The shop manager speculated it was the way the charger was inserted and pulled out, its a micro USB and no way you can access the inside or twist the port. I am incensed at the their attitude and behaviour, so much so that I have complained to trading standards and need advice on how to take it forward, even through to small claims if neccessary. Thanks in advance for advise / guidance.
  14. hi i would like some help with the situation i am having with the know how investigations team il explain i have a laptop and support agreement with pc world/currys and recently i had an accident where i fell down the stairs i contacted pc world where they said to bring it into store and they will see what can be done so i left it in there capable hands on the 5th oct 12 i got a letter back saying this. "we have carried out an inspection and in the opinion of our engineer the damage seen is inconsistant with the reported explanation and/or the damage exceeds what we would expect given the circumstances. as a result of our findings repairs are not covered by your agreement and we are returning your product to you unrepaired. i wrote back with a full detailed explanation of the accident on the 19th october i decided to ring the customer services and ask if there was any news on the reply to my letter and the guy on the phone said yes that they are sending you out a letter and it has been refused again, i said can you tell me why and he gave me a brief insight of what the letter said which was that there was over £2000 of repairs already on the laptop and that there were marks on the bottom of the laptop near the fan which looks like a tool or implement has been scratched across it so therefore no repair will be done also they said i need to check the T&C,s i was really gobsmacked by this as the laptop only cost £400 and was a refurbishment and as far as the scratches go i can see them but i dont know how there got there ? presumably by the fall i just wanted a bit of help on how to reply to this i am going to be asking for an engineers report and a list of the £2000 repairs??? ive had the laptop 3 yrs but ive been with pc world for 6 yrs thanks much appreciated marie x
  15. I purchased a Dell Inspiron laptop from Currys/PcWorld on the 12th October 2011. I found myself with a faulty hard-drive and faulty screen at the beginning of August and so returned the laptop for repair, under the 12 month manufacturer's warranty, on the 13th August 2012. Currys/PcWorld relayed the machine to Dell in order for repair work to be carried out but after a number of weeks had still not been returned due to "waiting on a part". I was told that if the laptop was not returned within 28 days (10th September 2012), I would be entitled to a credit refund of the value of the laptop (£461.29) which had to be spent in-store and could not even be spent at Currys/PcWorld's online store. Is there any possibility that I can demand a monetary refund, as I would like to purchase a second-hand Apple Macbook Pro? Or perhaps use the credit as a deduction from the price of another laptop, where the difference could be paid on finance? Any help would be greatly appreciated.
  16. Back in 2005 I bought a pc and acessories from PC world under the Government backed PC leasing scheme, repaying over 4 years. As part of the deal I had to buy PC Worlds "PC Performance" - something I would not usually do.When the machine became mine I kept it going purely because the deal included next day technician visit to my house when something went wrong.So last week it finally stopped working. Tried to call the help line - that no longer works. Eventually got through to them on another number hidden in the PC World website and was told they no longer do home visits - instead it is picked up or you take it to the store and they will let me know in 21 days.I think this is at least breach of contract and probably fraud - I paid for one sevice and they refuse to honour it, instead substituting a lower grade service, but all at the same cost. What redress do I have ?
  17. Hi new to the forum but hoping someone can help me. Over the past few years I have bought a Acer Desk top and Dell Netbook fromPC World, both of which I have being paying for the Whatever Happens Club membership. 3 years for the Acer and 2 years for the Dell. A couple of months back I booked both in for the yearly MOT check / tune upthat is included in the membership. This is the first time I have done it and only did it to get something for my money. Big mistake I found, first time I have used the service at all and found nothing but problems. I collected my property the next day to find that both had cosmetic damage to the outer casing which had occurred whilst in store(clearly stacking equipment on top of each other as i could see with otherstuff in there). I complained about this as I collected my equipment to which the smug reply was as it is cosmetic damage it is not covered by the policy. To which I stated that even if I didn't have that cover I would expect this issue to be sorted as the damage was done as my property was left in their care. The result was an offer of a £20 voucher. I refused and requested to speak to a manager, who I was told was too busy to speak to me and when I said I could wait I was told this would be the case for the whole day. I was very annoyed that I was fobbed off by the duty manager however I left the store and rang the help line. I made a complaint about my issue and was promised a call back however this did not happen leaving me to return the call two weeks later. I was offered a £25 voucher and when I asked how that was possible for damaging both computers they said as the person who handled my first call had logged it as one inciden tit could only be dealt with as one incident. Despite me paying two premiums and damage to two items. I again turned this offer down planning to write to head office. My Computers however have been slow and unreliable making them virtually unusable. I vowed to resolve this issue when I wrote a letter, as I no longer trusted the service I would receive, however before I had the chance I was deployed to Afghanistan as I am in the Army. During this time my wife has lost a paid job on a online bingo site due to the computer issue making her unreliable,resulting in a loss of a minimum of £600 a month for the last three months but this would often rise due to overtime. My wife and I have also been left with a huge amount of stress over this time. As she could not resolve the issue as shewas not prepared to deal with the company due to the problems we had previously and the fact she is pregnant. I have spent three months over there where my few phone calls home have been stress and worry as my wife had lost her job and income she relied on. Where do I stand? I am totally unhappy and want something done about this, I have in my head that I deserve to be refunded for the computers that are now no longer used and the money I have been paying for a cover that was useless dueto incompetent Staff. Thoughts, opinions and advice appreciated guys.
  18. Hi there, I registered on here today after nearly a year of enduring pc world's service. I purchased an Acer Aspire X1301 desktop PC from this store on the 16th of January 2010. I also purchased the Whatever Happens Club warranty service they offered - now known as the KNOWHOW service. Right off from the start we had a problem; the first unit we received and took home would not start up. Now it's clear that this must have been some sort of sign for the troubles that would arise in the next years. We returned the first unit and got another unit. This unit we have had for nearly 2 years now. The pc wouldn't start and had the blue screen of death frequently, and general power issues such as the pc booting but no fan running despite the blue led light on the front turning on. This was in March 2010, and an engineer came to our house to replace the case due to "power issues to do with the pc case". Next, in October 2011 the SAME PROBLEM OCCURRED. We sent the pc in for repair, and the fault was diagnosed by pc world as "boot fault", bsod and powers off". They had, this time, not even TOLD US WHAT REPAIRS HAD BEEN MADE. The desktop, being so unpredictable, ran fine after this again, until the 15th of March 2012. The SAME PROBLEM HAPPENED - YET AGAIN! Again the pc was sent in for repair and this time we were told on paper that during the repair the Hard Drive had been replaced - WHY HAD THEY NOT DONE THIS BEFORE? IS THIS SIMPLY THEM LYING, or replacing things because they do not know the real fault with the pc? I'm not sure. Then we received the pc back from the 'KNOWHOW' team. Then, just 3 DAYS LATER , the PC started acting up again - WITH THE SAME PROBLEM of turning off randomly. This time, I'd had enough of this terrible treatment PC world had given us - CLEARLY, they HAD NOT FIXED THE ISSUE THAT HAD STARTED IN 2010 with the "faulty case", and again, we took the PC to our local PC WORLD store. The 'KNOWHOW expert' at the store was very sympathetic and told us that the pc would be sent in for a write-off request - When we were at the store howeer, he opened up the pc, checked some things, didnt even bother booting it up, and just phoned the 'repair team' and talked about getting a write off. However, we were finally glad that we could just get a new pc that would just work - and not one that would have to be sent in for repair every few months - or even days at one point! We were told by the KNOWHOW member that we would be able to get vouchers to get a new pc at PC World. We were happy with this, and he said that it would take around a week for the whole procedure normally. Just three days later however, another KNOWHOW member called us up informing us that the write-off cannot continue. Apparently, the pc was working fine at that moment, and for this reason they could not send it off to the write off team - THE PROBLEM IS, I EXPLAINED TO HIM, THAT THIS IS WHAT ALWAYS HAPPENS - THE PC IS FINE FOR ONE MOMENT AND THE NEXT IT DOES THE WHOLE TURNING OFF THING AGAIN! ! I told him this, but as ever, the KNOWHOW team say they understand our situation as customers but do not do anything to help us. He told us that the pc would be cleaned, sent back and that was it. I was very frustrated at this terrible service, and he also told me that when the problem happens again, i should phone up the call centre and ask for "second level TSA support" - this, he said, was a higher form of authority which would be able to push for a write -off stronger and thus would help us get a replacement pc. At this point, if you have read all this, I hope you can see what I am so frustrated about. This pc has been sent in 4 times (5 if you include the exchange of pc on the very day we bought it), and the same problem occurs all the time. The pc world KNOWHOW person who was there had even told us that since it had occured 4 times, with the same problem, we were entitled to a write-off and replacement, but he unfortunately did not tell us that after 4 times we were only eligible to a write- off. This is not that much of a problem however as this is in the warranty contract. The problem is that the pc turns off randomly, so at times it will seemingly work fine and then gradually it gets worse until we send it in for repair. Then the same cycle would happen again! I would really appreciate some help with dealing with this ridiculous service I have received over the past 2 years - I just want a working PC. Add on top of that that the warranty runs out in January 2013 - it seems to me as if they are delaying replacements until the warranty finishes and then they will do nothing about it at all. I really would like some help with this ordeal - sorry for the long post but I wanted to make it really clear how bad I feel I have been treated as a customer who has paid over £500 for the PC and the warranty service.
  19. brought a 3d tv last week - have to admit i was a little picky as i wanted 2d-3d and mkv support after going through the specs online with the sales lady (pcw mansfield) we settled on a toshiba 42wl863b the only issue was the last one left was the disply model which we agreed to take didnt get any sort of manager discount on the disply as i used my staff discount got it home and couldnt get the 2d - 3d conversion working had to go to work so left it untill this weekend and tried updating the firmware see if that would help wouldnt take the firmware so ive had a good look at the back of the telly and its a 42VL863b not the 42WL863b that we thought we were getting the main differnce being no 2d-3d conversion so paul what do i do im not really happy about returning the telly as theres nothing else in the price range apart from the logics (very poor reviews), its all connected and its cost around £30 in assorted cabling even off ebay and can you check that the WEH i took out covers a 42VL as if i send it in and its says a 42WL im likely to get it back unrepaired
  20. pc world have authorised a refund for non-arrival of my laptop, but theres a catch...... they will only refund to the card i paid with and do not issue cheques.. i closed the account down weeks ago so this is impossible. they say this is the only method as cheques are not possible nor to credit a different account????? so what do i do? they say that i am to open a NEW CURRENT ACCOUNT with the SAME bank i closed down with, then they will credit it, then i shut it down again?? what craziness is this? i explained i am not doing this as a bank will not allow me to do this for these purposes and they still say they are not refunding my new current account! i asked why? they say it is becuase it is a different bank that i paid with but i do not understand as they are willing to credit a NEW account number but just becuase it is with the SAME bank i originally paid with this is acceptable.... someone please help me with this confusion!!
  21. In the first week of November I bought an Acer 5750 from PCWorld. About 2 weeks later I began to have some issues with starting my laptop and called Knowhow. They helped me restore default settings to the laptop and the problem seemed to be solved. A week later the issue arose again and once more they had me go through the same process. This again lasted a week before the issue re-emerged and refused to start up at all. I took the laptop to the store I bought it from where they diagnosed the laptop with a faulty hard drive which they said they would fix within two weeks. Exactly 28 days later I received my laptop back. On the second day of having it back it unexpectedly shut down. I took no notice of this as I suspected it was maybe an automatic restart due to the several installations I'd made and I didn't see the dialogue box for it. Sure enough this week, 2 weeks after it was fixed, the laptop has continued to randomly shut down atleast three times a day with a blue screen, before restarting with some mention of Broadcom and no boot disk being found. I called knowhow and they have told me I would need to do a full system restore losing all my data (again). Do I have any rights in getting my money back or being able to demand a replacement?
  22. I ordered a tablet via PC world website and arranged delivery of the goods. The goods arrived as expected but two identical boxes arrived instead of one. I asked my brother and he says I should keep quiet for a while and if they don't contact me, I should sell the other and get some money on it. I checked the labels and both have the same barcodes therefore the same sticker. It was delivered by an external courier and when I questioned the delivery man what I should do he shrugged his shoulders and said that it is my choice. My conscience is bothering me and im scared that I am doing something wrong by hsvinig it in my possession, yet it is their mistake so shouldn't they rectify it? And if they don't notice, when does it become 'mine? I have only opened one box so if they wanted one back they could have it anytime. How do I stand legally and what are my kegak and mirak duties in the matter? Thanks in advance.
  23. I purchased the above in June 2009 at a cost of just on £400.00. Almost exactly 12 months later it died. As there were 2 days to go before the warranty expired PC World had to repair it FOC. This turned out to be the motherboard. In the process they wiped the hard-drive and it was returned to me in a non-operational state. Now 18 months later it has died again. This time PC World, or the Tech Guys, or whatever they are called want £60.00 up front to look at it before even considering a repair cost. I say it is not fit for purpose under the sale of goods act. I fear that their process will be purely one of self-regulation and that as I had to buy a new power pack (not of Advent make but compatible) because the original one failed (Xmas 2011) and my local IT man has accessed the hard-drive to get a back-up copy they will say it is my fault and nothing to do with them. In any event I have no faith in them coming up with a fair solution. Any ideas? I should add my problems are compounded by living in France!
  24. Ok, now this is long, but PLEASE read it – I really need advice! I first purchased a Tosiba laptop from a PC World store in April 2011.Within two weeks, the hard drive failed. I took it back into the store and hadit replaced with an identical model (they refused to do this via post, meaningI had to take time and expense to travel to my nearest store, over an houraway). Four weeks later, the cooling system failed. Despite me contactingcustomer services at the time, they claimed as it was over 28 days old it couldnot be returned. I must mention here that I work offshore for long periods oftime, and my laptop is invaluable. At this point I was stuck offshore for fiveweeks before I was able to bring my laptop into a shop (I pay £7.99 a month forthe Whatever Happens) cover. I requested a loan laptop while mine was being fixed(figuring it was so new it should never have broken!) and was refused, meaningit was another 4-5 weeks before my laptop was returned to me (due to me beingoffshore, and the laptop getting sent to a store 5 hours away before being sentto my closest store – they still refused to deliver it directly to me). Thistakes us mid-August, when I finally got my laptop back after not being able touse it for 10 weeks. It worked well enough up until the 6th January2012, when the hard drive failed, a week before I went offshore again. I rangthe Whatever Happens, and requested a new laptop, as its performance so far wasatrocious. They refused, claiming that (although I pay extra for WhateverHappens) it was still under manufacturer’s warranty and therefore they were notliable for a replacement. They did, however, suggest that I call the storemanager and request a loan for my time offshore. For the second time in 8months, I did so, and this time I was given a loan (again, having to travel outof my way to pick it up). When I got there, the manager said I’d have to signan insurance agreement to pay £5 a month while I had the laptop in caseanything happened to it while it was in my care (to be refunded when I returnedthe computer). Grudgingly, I agreed. They took £5 from my account, and off Iwent, only to discover that the laptop was so old and slow it couldn’t evendownload Microsoft Office. It was useless to me, and I ended up borrowing afriend’s computer to take away, and not using the loan at all. When I returnedfrom my work, I took the laptop back, complaining to the manager about the poorsubstitute. I was told the £5 insurance would be refunded into my account. Ihave now found out that not only did they fail to give me the money back, theyhave been taking £5 a month out of my account ever since! This is the last straw. What do I do?! Please help L
  25. I purchaced a advent lap top from pcworld january 2nd 2010 it has been in for repair twice to have the left and right click and the mouse done and the right click dosnt work again and i couldnt install anything including office 2010 which should have been installed when i purchased it so i had to pay £40.00 to have that done and they never touched the left click the last time and so it has to go back again. Im an oap and not very clever i know but i realy feel let down by this. As i am housebound and have to get someone to take it back for me and the 12months guarantee is up soon . Everyone says to me that they should give me replacement is this true as it has already been back twice and in that twice was 3 weeks in all that i was without it. It is very skimpy and just a thin piece of bendy tin or very low quality steel where the clicks are. I had a compqak for ten years and never had any trouble with that but i gave it to my grandaughter and she had it took back to factory settings and its as good as new again .i do hope you can advise me on this matter as i do use it to keep in touch with everyone thanks sandra
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