Faulty laptop, am I entitled to a refund?

[messienessie]

Hi, I ‘m looking for some advice regarding a faulty Acer laptop purchased in October 09 from PC world. I bought the laptop for my daughter who was working away and delivered it to her a week later. Over the next few months she phoned a few times saying it would not boot, we resolved this simply by first booting in safe mode then rebooting again normally and it seemed to work ok again for a while.

Five weeks ago she came back and since then the no boot 'can’t find OS' problem has arisen 3 times. I set it back to its factory default settings hoping this would help and it did for about three days then conked out again.

Upon closer inspection I noticed that the battery is not sitting in the laptop properly and it will not lock in place, in fact trying to lock it in forces it further out and you can quite easily remove it no matter how the lock buttons are set since it's just about hanging out anyway.

I took it back to PC two weeks ago and the guy said it was obviously defective and this could also be the cause of the boot failures, but they could not refund me since it was past the 28 day policy. He told me to phone Acer as it was not something PC world could fix. However Acer said they are not responsible and that my contract is with PC world, this is confirmed on the Acer returns policy on their UK web site in Big Red Letters which states “Please note that all Acer products purchased from PC World, Dixons or Curry's are supported via the store from which the product was purchased.”

So I phone PC world who confirmed they would not refund me but they would collect it for inspection and repairs. I have waited in on two separate days for collection but both times nobody came. I have now arranged to travel the 35 mile to my nearest PC world store (again) tomorrow to drop off the laptop for them to take it away to repair.

Thing is do I have to accept their demand they take it away to repair it when quite frankly I would rather get a refund and go elsewhere to buy another one. Can I insist on a refund since it is less than 6 months old, just by the skin of my teeth, however by the end of next week it will be past the six months. I’m quite angry now and very, very worried about PC worlds incompetent service it brings me out in a sweat wondering how long this will take and how it will go.

Many thanks in advance for advice.

[blitz]

Unfortunately PC world have the right to repair or replace the item before they offer a refund. You are only entitled to a refund in the following circumstances:

 

The goods are rejected within by not accepting the goods and they are faulty. Goods are accepted when they have been kept for a period of time without indicating that you have rejected them. PC World see this as 28 days, for an item you use nearly every day I would agree.

 

The goods can not be repaired in a reasonable amount of time, without significant inconvenience. Again this hasn't happened yet.

 

Unfortunately there is no right to refund within 6 months, the only reference to 6 months is what is called reverse proof of burden, when the retailer must prove that the product does conform to contract. After the 6 months you must prove it does not.

[messienessie]

Thanks for your quick response.

I was praying I could rid myself of the cursed carbuncle that is PC world, but it seems not

I’ll just have to pray they don’t mess me around more than they already have over this, but the signs are not good. I wonder who decides what is “significantly inconvenient”, I suppose if PC world do then there’s room to torture me more.

Do you know if there is a time limit for them to fix it, what is a reasonable amount of time to give them to return the item to me?

[blitz]

A judge is the only one who can really decide on significant inconvenience, I would usually say up to 14 days, however some rare cases can be 21 days. It depends how quickly the fault can be found, and then fixed (If parts are needed etc)

[messienessie]

OK, thanks again for your help.

[chris-t-2k7]

Thought id post and give you a little bit more information on the repair service.

 

If you bring your laptop to a pc world or currys store, they can book it on behalf of you, although it may take a couple of days longer, as they'll try and diagnose any hardware faults before they go away for repair.

 

With it being an Acer it'll go direct to acers repair centre in Plymouth. The turn around time is normally very fast again id say 10 to 14 days. PC world set 28 days for the repair to be completed, if its not completed within this time you can ask for a replacement product.

 

You can also ask that when you book it, if they could have to delivery addressed changed so its delivered direct to your house.

 

Hope this helps

Chris

Tech Guys

[messienessie]

Thanks Chris, I feel a little more calm and reassured now with your post, and that's a very good point you made re: change of delivery address, that would save me yet another 70 mile round bus trip and a long walk across town to the store!

[labrat]

 

With it being an Acer it'll go direct to acers repair centre in Plymouth. The turn around time is normally very fast again id say 10 to 14 days. PC world set 28 days for the repair to be completed, if its not completed within this time you can ask for a replacement product.

 

 

just a note doesnt it go direct to pcworlds laptop repair center in newark rather than plymouth?

[Renzokuken]

just a note doesnt it go direct to pcworlds laptop repair center in newark rather than plymouth?

 

Nope, acers go back to acer in plymouth, acer and dell prefer to repair their own stuff.

[labrat]

really? i see alot of acers under a year old

 

wont say too much as i would rather not risk my job and im not sure where abouts tech guys chris is in the company

Edited March 29, 2010 by labrat

[chris-t-2k7]

Acers go to Acer

Sonys go to Sony

Dell go to Dell

Samsung go to Samsung

Asus to Asus

HP, Compaq, Packard Bell & Advent, Toshiba all go to tech guys

 

Unless its accidental damage or its over the 1st year and has coverplan.

 

Dell, Sony, Samsung and Asus organise their own couriers, pc world arranges and distributes to the other companies unless its going to tech guys repair workshop.

[messienessie]

Just came by to say I delivered the laptop to PC World today as arranged which seemed to go smoothly enough. They told me it would be 2 to 3 weeks before it was ready, but they could not guarantee it would be delivered back to my home address as often this request slips the mind of their tech guys for some reason! There was a large pink plastic case waiting outside on my doorstep when I got home, presumably left by the courier that should have come last Wednesday and again on Friday to collect the laptop, sigh. Anyway fingers crossed there will be a happy ending, I shall pop back to confirm all is well or to have a mental breakdown when I have more news. Thanks for your advice and assurances.

[H20-H20]

Labrat is correct 1st year ACER's are also repaired at Newark.

[messienessie]

Just to let you know PCworld came good, the laptop was delivered back last tuesday 27th, and seems to be in working order again, hurray! The battery catch/lock are fixed now, didn't know until now it was supposed to be spring loaded, and it seems to boot fine, so far. I guess it has restored my faith in PCworld a little and I may not be so scared to buy off them again in the future! Thanks all!