Advent Laptop Issue

[gooneradrian]

Hi all, back in september 09 I purchased 2 laptops, both exaxtly the same, on a Buy now pay later scheme. From the start there was a minor operational issue with both the units.

Basically, when you turn Caps-Lock on or off, the screen freezes and the window that you are typing in deselects, meaning that you have to wait 3-4 seconds before having to reselect that screen to resume typing. I have lived with this since september but last week decided to report the fault back to pc world.

The telephone tech-guys were helpful and arranged for it to be collected from one of the stores. I took the unit into store this morning to have it booked in for pick-up. The tech-guy in store asked me about the fault. After explaining and then showing him the fault he stated that it was not a fault but a feature of the machine and was not repairable. After discussions over my dissatisfaction I spoke to the manager who then informed me that as I have lived with the problem since september I have accepted it and have no right to any exchange/refund on the item!

Needless to say I left the store with my laptop immediately and phoned customer service to express my concerns. After speaking with the online support I now have arranged for the unit to be collected from my home for inspection.

 

What are my rights on this issue with regard to exchange/refund/etc?

[Renzokuken]

Did they have you remaster the machine first when you were on the phone to them, as this sounds suspiciously like a software fault.

 

Anyway as far as your rights go, currys have the right to repair, replace or refund the machine at their discression, usualy they'll use whichever method works out cheaper for them. They can only have your laptop in for repair for a "reasonable period of time" this is widely accepted as around 28 days.

 

If I were you, I'd backup any data you need, and try remastering the machine before they take it, if you haven't already done so. As if it's a software issue it should fix it and save you being without the machine for a lengthly period of time.

 

Also, this is most definately not a feature of any machine I've ever come across, and also why I'm of the opinion that sending someone on a 3 day training course does not make them a "techguy".

[gooneradrian]

I have actually just fixed the problem myself. There was a program installed called osd.exe, which is basically an on-screen display that show the status of various things. I have disabled it and now it all works fine!

 

Just a shame that my treatment instore means that I will probably get my PC goods elsewhere from now on!

[MaxxPower]

and also why I'm of the opinion that sending someone on a 3 day training course does not make them a "techguy".

What 3 day course? No Tech Guy (including myself) was ever sent on any 3 day course at the store I worked at. We were just reliant on our own knowledge that we brought with us to the company.

 

As for this issue, it does sound like a software issue that can likely be resolved by a complete system restore.

As you have an Advent, after pressing the power button press the F8 key until you get an option for Repair Your Computer. Press Enter and then select the option for a complete reinstall.

 

However, be sure you back up your data first, as this will wipe your data.

[Parva]

I have actually just fixed the problem myself. There was a program installed called osd.exe, which is basically an on-screen display that show the status of various things. I have disabled it and now it all works fine!

 

Just a shame that my treatment instore means that I will probably get my PC goods elsewhere from now on!

My apologies for ressurecting this thread but I feel that the balance should be redressed.

 

I in no way support or defend the actions of the big stores but I do feel a little sympathetic when they come across customers like this. The poster has made a grand total of 2 posts here, one detailing the problem and the second post admitting that it was something he / she had installed that was causing the problem and further to this they have decided that they will never shop with said store because of their own stupidity.

 

I hate helplines, I've had to go through the most basic of questions whilst resolving broadband issues with Sky but people forget that all of these companies have to deal with people that have never used a 'mouse' to others that could tell you how to FTP into MI5's HQ.

 

I applaud the OP for eventually finding the issue that was causing the problems but feel that the views expressed after a total of 2 posts are a little biased and wrong.

 

I don't work for or know any employees of any major electrical group nor do I defend them generally, but this one stinks, sorry.

[Conniff]

His complaint and the reason he will no longer shop there is because of the treatment he received and the (now obvious) lack of knowledge and then blatant lies told to him by some smartarse in the store.

 

The number of post has nothing to do with how he was treated.

[Parva]

Fair comment. My response was designed to show that staff at department stores and otherwise are faced with questions that could be answered by Bill and Ben (The Flowerpot Men) or may need Stephen Hawking to solve it.

 

I'm by no means pro-megastore, I've had bad experiences too. Being fairly clued up myself on PC things and having contemplated going into the PC repair / service industry the above posts illustrate to me why I just can't.

 

He may not have got the response that he wanted but he ultimately admitted that he himself caused the problem and then went on to blame PCWorld for not fixing it.

 

Sheesh, I'm sounding like that idiot that worked for PCWorld some years ago now! I'm just seeing both sides here and I'm certainly not defending them.

[Conniff]

Being fairly clued up myself on PC things and having contemplated going into the PC repair / service industry the above posts illustrate to me why I just can't.

 

Yes you can. Just remember customer service and it's cracked. Don't give up the day job until it's established though.

[Parva]

And in my view the customer got more than his moneys worth considering that he himself actually created the problem. Ok ok, I'll shush, you can have the last word.

[Conniff]

He didn't put it on. It was like it from the word go. Hewlett-Packard and Compaq install this on their computers, and probably others too, so he probably has one of those models.