help

[bobbyblade]

bought a acer pc 18 months ago, within the first 12 months replaced both hard drive and dvd cable, since the warranty has run out have had to have,

hard drive again,

motherboard (1)

the pc has been down for a month, have had 4 engineers out, one non appointment which my wife had to stop in all day for someone who did not turn up,

in 4 weeks the computer has had a full system revcovery as well as, plus we are now awaiting the following

power supply

cpu

motherboard (2nd) which will take another 7-10 working days, in the last month the pc has not run at all and even though we have support package i am getting more and more frustrated.

have asked for a replacement no joy, they state the terms of the contract which says we have to wait 6 weeks.

what can i do next the unit cost £350 + is totally unreliable

any ideas:confused:

[Renzokuken]

bought a acer pc 18 months ago, within the first 12 months replaced both hard drive and dvd cable, since the warranty has run out have had to have,

hard drive again,

motherboard (1)

the pc has been down for a month, have had 4 engineers out, one non appointment which my wife had to stop in all day for someone who did not turn up,

in 4 weeks the computer has had a full system revcovery as well as, plus we are now awaiting the following

power supply

cpu

motherboard (2nd) which will take another 7-10 working days, in the last month the pc has not run at all and even though we have support package i am getting more and more frustrated.

have asked for a replacement no joy, they state the terms of the contract which says we have to wait 6 weeks.

what can i do next the unit cost £350 + is totally unreliable

any ideas:confused:

 

Well, under the terms of your pc performance agreement, they have 28 days from the date the fault was reported, to fix or replace your PC, so if they're still waiting on parts it's tough. If you ring them up and tell them they're over 28 days they'll usualy issue you with vouchers to get a new one of the same specification from a PC world or currys. Issuing vouchers can take upto 10 days.

 

Also, your computer can only be sent for repair a maximum of 3 times, before they have to replace it.

 

Unfortunately you did sign a service agreement, and whilst it does give you additional benefits over the manufactorers warantee, it also means you've agreed to their timeframes for fixing your computer.

[mitch161]

I have gathered many pieces of information from many sources to know this. under the first year, manufacturer or support package if the system still does not function you can request a replacement after 4 weeks of fault coming to pcworld/ pcperformance, whatever happens, techguys attention.

 

in your case it is 18 months old so now the repair limit time is 6 weeks. well after the February post you wrote, then i believe its time for that 6 week thing they talk about to be used.

 

if only DSGI had the brains. i mean if it was 4 weeks in february they said it would take a further 7 to 10 business days then i would have said, "do the maths sonny thats then my 6 week rule. "

 

"i would like to request that now."

 

id ask them who is in charge of the decisions about the 6 week rule, if there is the insurance department of DSGI or a pcporformance supervisor rather then them, the general call center.

 

ask to be put through to that department/person and again request the 6 week rule

[bobbyblade]

they are coming out on thursday, 3 days before the 6 week deadline , have asked for a replacement response was 'no' have contacted acer and because i got it from pc world they are not interested, i feel so frustrated with it all.

 

quote=mitch161;2023895]I have gathered many pieces of information from many sources to know this. under the first year, manufacturer or support package if the system still does not function you can request a replacement after 4 weeks of fault coming to pcworld/ pcperformance, whatever happens, techguys attention.

 

in your case it is 18 months old so now the repair limit time is 6 weeks. well after the February post you wrote, then i believe its time for that 6 week thing they talk about to be used.

 

if only DSGI had the brains. i mean if it was 4 weeks in february they said it would take a further 7 to 10 business days then i would have said, "do the maths sonny thats then my 6 week rule. "

 

"i would like to request that now."

 

id ask them who is in charge of the decisions about the 6 week rule, if there is the insurance department of DSGI or a pcporformance supervisor rather then them, the general call center.

 

ask to be put through to that department/person and again request the 6 week rule

[Renzokuken]

Well under law, they are entitled to a reasonable period of time to repair anything. Reasonable being determined by how much inconvinence being without the item would cause you. And to be honest, compaired to something like a washing machine or cooker, losing a laptop for 28 days is hardly devastating.

 

Personaly, being a company that sells and repairs thousands of laptops a year, I'd say that 28 days to collect, diognose, order parts, repair and test your laptop isn't too bad.

 

Just roll with it, let them try and fix it, they have 3 days or they'll have to send you vouchers.

 

Once you do request vouchers, you'll need to ring up whateverhappens/PCPlan/Mastercare/Whatever name they're going under this month, and not the techguys, they'll get a damage report from the techguys, and a writeoff from the underwriters, and issue and post your vouchers, this usualy takes about 10 days.

Edited March 7, 2009 by Renzokuken

[bobbyblade]

the point that i am putting across is as follows

10 day wait for engineer agreement states 3 days (not awaiting parts)

4 day wait for tech guy (promised 1 hour), 1 appointment not met.

when it is repaired how reliable will it be, every major part has been replaced!

unfortunately i have very little confidence in this pc we have had so many problems, also acer are not willing to act as i got it from pc world so dealing with the manufacturer is not an option

[bobbyblade]

the tech guy came with the part that took 10 days to order and guess what, the old one was not faulty:mad:

he then fitted new motherboard, cpu and ram and powered computer up , then left for us to finish re-installation, problem was it kept showing up as a error so another phone call, and we were then told that we need some recovery discs which will take another 7-10 days , pantomine stuff.

contacted acer and they told me its nothing to do with them as pc world have taken over their warranty.

its 6 weeks since it last worked:cry:and were no further forward.

[H20-H20]

The reason they wont budge here is because you didnt create any recovery discs, you have had 18 Months to create them, and they arent obliged to replace these discs either. fortunately they have ordered some for you.

If the machine doesnt correctly run after the recovery, you will definately have the machine written off.

[bobbyblade]

beg to differ, yes we did have a set of recovery discs which we have had from new, so dont know what the problem is.

anyway going to ask for a replacement now

[Renzokuken]

So you've used the recovery disks and the problem still persists?

 

If so, I'd contact them and request a write off.

[bobbyblade]

what amazes me is that the 6 times they have visited they have never stayed long enough to get it up and running before they have left, always leaving us to complete re-installation, which has never worked,the problem that i now have is how i replace it, the acer was a micro tower, ive only seen dell that do that sort now and dont know what the procedure is anyway for replacement.

[Renzokuken]

what amazes me is that the 6 times they have visited they have never stayed long enough to get it up and running before they have left, always leaving us to complete re-installation, which has never worked,the problem that i now have is how i replace it, the acer was a micro tower, ive only seen dell that do that sort now and dont know what the procedure is anyway for replacement.

 

To be honest, if it's a micro tower, it's no wonder they can't get parts for it to fix it. They're next to impossible to upgrade let alone repair.

 

If I were you I'd stick with a micro ATX or standard ATX case size, if anything. It saves SO many headaches in the future, if you upgrade or seek a repair.

[bobbyblade]

To be honest, if it's a micro tower, it's no wonder they can't get parts for it to fix it. They're next to impossible to upgrade let alone repair.

 

If I were you I'd stick with a micro ATX or standard ATX case size, if anything. It saves SO many headaches in the future, if you upgrade or seek a repair.

Have had a response from insurance company, getting credit note for £320, so now looking for a new pc tower and there dosnt seem to be a great choice, any help on this one ? would be willing to put a bit more too, any recommendations.

also do i have to send the old unit back now its written off or what,

hoping for a little help on this.

[Renzokuken]

if you can give me the spec, or model of your old one I'll take a look for you. Is the credit note limited to DSG stores or can it be spent anywhere?

[bobbyblade]

thankyou,

as i cant go into control panel all i can tell you is it is a acer aspire L100, it was a form of micro tower, also the £320 will be sent in vouchers in a day or 2, as yet they havnt arrived should be here by weekend but i dont know if they are just for currys/comet

thanking you

[Renzokuken]

Assuming you wanted another slimline pc, you could go for the advent eco PC, product code: 609401

 

pretty similar spec to your old one.

 

Or for a fullsize tower you could get the compaq SR5715, which is alot better than your old one, product code: 554085.

 

Both from PCWorld.

[jo1lygrngiant]

Personally, I wouldnt touch the Advent PC with a 10 foot bargepole!.

 

Reasons being, I'm a fully qualified PC Techy, and the number of Advent Towers / Laptops, which come into the store, is beyond belief.

 

IMO the Compaq sounds the better choice, I agree with Renz on this one. I would opt for which ever model has the best cpu / graphics combination possible. Memory and Hard Drive, can be upgraded very easily, and at the moment are really cheap too.

 

Have a great day

be safe

Nige

[Renzokuken]

Personally, I wouldnt touch the Advent PC with a 10 foot bargepole!.

 

Reasons being, I'm a fully qualified PC Techy, and the number of Advent Towers / Laptops, which come into the store, is beyond belief.

 

IMO the Compaq sounds the better choice, I agree with Renz on this one. I would opt for which ever model has the best cpu / graphics combination possible. Memory and Hard Drive, can be upgraded very easily, and at the moment are really cheap too.

 

Have a great day

be safe

Nige

 

I agree, the advent was one of only 3 slimline PC's they stock on their website right now. The other being an over priced dell, and an under-performing asus eepc.

[bobbyblade]

, thanks for contributions, cheers everybody will start looking now, regarding my old acer since its written off do i just get shut or what?

[Renzokuken]

, thanks for contributions, cheers everybody will start looking now, regarding my old acer since its written off do i just get shut or what?

 

If they've confirmed it's written off, then give them about 10 days. You should get your vouchers in the post.

 

Oh, and don't forget your ID when you take them to the shop.

 

Anyway, congrats.

[bobbyblade]

hya again,

have been looking at the advent qc 300 its about £100 more as i dont mind putting extra too but would it be worth it

any help appreciated

thanks

[jo1lygrngiant]

Hi Bobby

 

Personally, and again this is my opinion, I wouldnt touch Advent with a barge pole. (purely based on running my own computer business for the past 6 years, and with over 10 years of pc building experience behind me, and seeing all makes and models of pc's come through my workshop, Advent are the worst make. When things go wrong, they really go wrong.)

 

You would be far better off with the Compaq SR5715 which Renz mentioned earlier in the thread. I cant see from the description if it has a separate graphics slot or not. If it has, this would be the one I would go for.

 

This has more processing power, larger memory, and a larger hard drive.

 

This is pretty top spec, unless you start thinking of going Quad core. And unless your a hardened gamer, hard core bencher, or a multimedia freak - no pun intended the quad core would be wasted.

 

If I can help any more, please don't hesitate to shout.

 

Take care for now

 

be safe

 

Nige

[bobbyblade]

replacement vouchers gave the compaq as a equivalent match, went into store and made enquiries was then told that for compaq it was vouchers +£20 cash, told them no chance so in the end they did a straight swap,

will see how it goes now!

[jo1lygrngiant]

Good choice. Fingers crossed, it delivers everything you want off it, and far more besides

 

take care for now

be safe

nige

[bobbyblade]

thanks once again all