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Laptop went for repair came back missing 2gb of ram


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First of all this is my first post here so be gentle please folks.

 

I took my laptop into the pc world store in wakefield on the 1st april this year as according to an independant computer retailer the motherboard was cooked, after the usual assurances from the staff there that repair was possible and should only take 3 weeks to do, fast forward to last friday and after much hassle the laptop was finally delivered to my grandparents address in yorkshire while I was still at university, finally got home today and after the usual unpacking etc I fired the laptop up and noticed it was running abit slower than I remember but put it down to just not having it for a while, whilst going through my xomputer however something couught my eye according to the details there my pc is only running on 1gb of ram and not the 3gb of ram present before it went to repair.....

what I need to know is what do I do from here, do I go into the store with my laptop and original docs showing what it has and what it should have, do I ring there customer support and explain the situation to them? or is there another course of action I need to be taking?

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Welcome to CAG

 

I would take it into the store, ask to speak to the manager. But I would also write a letter of complaint to the CEO explaining that the service has been really poor. Something that should of taken 3 WEEKS has taken 8 weeks and now that it's been returned it's got parts missing. Don't leave it too long to do both things. Give them two weeks to sort it out, plus you want to be compensated for being without your laptop for such a long period. Tell the Store Manager you have written to the CEO.

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Well probably you had better be prepared for the long haul.

 

PC World seem to have a reputation for denial and defensive behaviour. I can imagine that they will try to say that the ram was already missing when you brought it in to them.

 

I suppose that if you go to the shop they will tell you to call customer service.

 

Customer service will tell you to send it in and the whole thing will take ages - and you may have to fight as well.

 

In this kind of situation the only solution in my view is legal action. Not just a threat of it but an actual claim started.

 

Call their customer service department. Get a returns number and get it returned. Enclose a letter informing them that you want it back in 7 days or else you will start a court action.

 

When it doesn't come back, issue the action.

 

I think that this will be the only way to concentrate their minds. 7 days is more than adequate time to remedy this if they prioritise it correctly and take it seriously.

 

If you have to sue then also sue for the previous delay.

 

I suggest that you take photos of the screen as it loads up and shows the RAM count. Don't part with originals of your documents - only copies.

 

Take photos of the back of the unit also so that the condition of any screws etc are clearly visible.

 

Keep notes of any conversations you have.

 

Buy a copy of our County Court guide book - you are going to need it.

 

Don't hang around on this. They may also try to say that you have since removed the memory.

 

If you aren't prepared to take legal action then don't bother to make the threats. Don't imagine that they will give way to a bluff. They won't. They get hundreds of threats of legal action every month and hardly any of the threats are carried out. Make yourself the exception.

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Prob worth checking that the RAM is actually missing and not just seated incorrectly or not detected due to settings in BIOS, etc.

 

Andy

 

That could mean a risk of damaging the screws while opening the case. If there is any sign of that, PC World will be in an unassailable position

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ok thank you for your quick responce guys, ive phoned pc world customer services this morning and they have informed me that they will send someone out to collect it on monday the 7th of june and that this will take them upto 3 weeks........ would you guys recomend I take it into the store aswell or is it better now just to allow them to collect it etc...

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Kezbean

 

I know you students are chilled, but they are taking you around the houses. Why should it take three weeks?

This is heading for another 8 weeks, which you have just experienced.

Phone up the Head Ofice, speak to the MD's secretary. Tell her this is totally unacceptable. Before you phone up make some notes of what your going to say.

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ask the store to check the seating of the ram

 

its not uncommon for memory to come slightly loose on re-delivery as its moved around

 

and if the stores done it then your bums covered in the case of the "oh youve taken it out yourself route"

Please note:

 

  • I am employed in the IT sector of a high street retail chain but am not posting in any official capacity,so therefore any comments,suggestions or opinions are expressly personal ones and should not be viewed as an endorsement or with agreement of any company.
  • i am not legal trained in any form.
  • I have many experiences in life and do often use these in my posts

if ive been helpful kick my scales, if ive been unhelpful kick the scales of the person more helpful :eek:

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cheers for the follow up advice guys, im heading to the store tommorow with the folks as there more likely to be delt with than a youngster like myself, gonna ask them to look if the ram is sat propper like labrat suggested avoiding the been blamed route and rebel, il add that to the list of thins for tommorow, and tell them in store that I intend to phone head office and make myself heard?

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A couple of years ago we had trouble with a laptop from pc world it was with them for over 4 weeks not sure if they still have the same policy but we ended up with a new laptop the thread is here http://www.consumeractiongroup.co.uk/forum/pcworld/127472-nice-result-laptop-d.html?highlight=pc+world we wouldn't have known about this but for a chance statement by someone on the phone to hubby when he was enquiring where they were upto with the repair.

Worth keeping in mind

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I am shocked at Bankfodders (site team member) advice and shameless plugging of a book. The first post should be a last resort. Always try and resolve an issue directly as you could start legal proceedings to find as mentioned the above the ram could have unseated, leaving you out of pocket. I would recommend other admins to look into this member.....

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Well probably you had better be prepared for the long haul.

 

PC World seem to have a reputation for denial and defensive behaviour. I can imagine that they will try to say that the ram was already missing when you brought it in to them.

 

I suppose that if you go to the shop they will tell you to call customer service.

 

Customer service will tell you to send it in and the whole thing will take ages - and you may have to fight as well.

 

In this kind of situation the only solution in my view is legal action. Not just a threat of it but an actual claim started.

 

The poster has said they will pick it up to have a look at it albeit taking 3 weeks but this is not inline with your perception. Maybe try and keep a neutral view before making aggressive statements

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personally i see no faults with bank fodders post

 

if its under first year warrenty then its ment to be repaired in a reasonable time taking a couple of weeks to do it, messing it up and then stating it will take another 3 + weeks is not reasonable

 

the book that bank fodder suggested is a general guide to starting and running a small claims action, it is useful in multiple situations and if its your first action is nearly essential

 

and p.s. kezbeen

 

inside tip here, ring the call center and demand to be put through to the medics team, they deal especially with this sort of issue

 

edit: just remembered it may be called the "save our customers" team now they do change the name occasionally

Please note:

 

  • I am employed in the IT sector of a high street retail chain but am not posting in any official capacity,so therefore any comments,suggestions or opinions are expressly personal ones and should not be viewed as an endorsement or with agreement of any company.
  • i am not legal trained in any form.
  • I have many experiences in life and do often use these in my posts

if ive been helpful kick my scales, if ive been unhelpful kick the scales of the person more helpful :eek:

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I am shocked at Bankfodders (site team member) advice and shameless plugging of a book. The first post should be a last resort. Always try and resolve an issue directly as you could start legal proceedings to find as mentioned the above the ram could have unseated, leaving you out of pocket. I would recommend other admins to look into this member.....

 

 

For clarification Bankfodder is site owner and Co founder of CAG.

 

I am sure he will respond himself to any of your concerns.

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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You are funny, the laptop would then be away for a total of 11 weeks,

these companies are designed to sell, everything else takes a back seat,

thats why the customer service is none existent. I was a Sales Manager

for 10 years so I should know a bit about retail.

 

Bankfodder has used his knowledge and experience to give his opinion, nothing wrong with that. It's a great book you can't beat it written by a District Judge.

 

One final point, can you get someone at PC World to take ownership of your problem? If someone had taken ownership of the problem, then the laptop would of been returned within the 3 week timescale quoted.

 

The poster has said they will pick it up to have a look at it albeit taking 3 weeks but this is not inline with your perception. Maybe try and keep a neutral view before making aggressive statements
Edited by rebel11
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The forums are littered with very similar complaints -so trying to keep a neutral view is not such an easy thing.

 

BF is not the only one who shares the views;

 

PC World overcharged for repairs - Which? News

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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As the memory compartment is a user area, you really should lift the flap and be certain the memory is missing and not, as said above, not seated or not being detected.

 

You will look a fool if everything is in order and it's the memory that is at fault.

 

There are a few posts since your original, have you decided on what action you are going to take?

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hello everyone my grandparents took the laptop in this morning whilst I was recovering with my hangover and have fetched home with great news, im once again running at 3gbs of ram :D apparently when it had been put back together one of the clips hadnt been attached propperly and as such the ram wasnt been picked up, so the tech dude in store fixed it all there and then for them which was fantastic.

so thank you for all your advice and help guys and im definately going to float around the forums abit and see what else I can discover here

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  • 1 month later...

Hi guys

Heres the latest in my laptop repair saga about 2 weeks after it came back from the ram been reseated the motherboard went again...... so it went off for repair yet again.... got it back friday Afternoon began to overheat again this morning :( went through to the store to speak to the staff there, recived a phone call about 30 mins ago from a manager there who is currently passing all the details to head office and will have news for me in 48 hours time any advice on what I want to be saying next time they contact me?

 

Kez

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out of curiosity which model of acer is it, it sounds like some idiots not plugged the fan in after changing the mbd

 

pcworlds hiring too many temps at the min for my liking

Please note:

 

  • I am employed in the IT sector of a high street retail chain but am not posting in any official capacity,so therefore any comments,suggestions or opinions are expressly personal ones and should not be viewed as an endorsement or with agreement of any company.
  • i am not legal trained in any form.
  • I have many experiences in life and do often use these in my posts

if ive been helpful kick my scales, if ive been unhelpful kick the scales of the person more helpful :eek:

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out of curiosity which model of acer is it, it sounds like some idiots not plugged the fan in after changing the mbd

 

pcworlds hiring too many temps at the min for my liking

 

I've never heard a monkey called a temp before :)

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its a 5401 It certainly sounds like the fans plugged in it makes enough noise just gotta wait for this call back then, am i better trying to get my money back for the paid repair demand a new laptop as it is unfit for purpose etc...

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