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Faulty Laptop (out of box) ..Refund refused


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Hello,i hope some could offer me and my family some advice.

 

We bought a SAMSUNG r530 laptop (£479) just over a week ago.

 

When trying out the laptop i discovered that the DVD-drive was reading very slowly (it burns at full speed) - This is with all types of discs.

Its supposed to be a 8x speed drive but its only reading at 2.5mbps (should be around 8-9mbps).2.5mbps isnt even the speed of a 2x drive.

 

This is making copying files off DVD backups of my data a nightmare. - For example, a backup of all my photos which is 1.5gig is taking over 11 minutes to copy off the disc - Compare this to 4 minute on my 8 year old computer.

 

Ive also tried my brothers acer laptop to see how fast data copies of his drive and its much,much faster - Around 8-9mbps (normal for a 8x drive).

I'd like to point out ive not installed anything on this machine,its a clean install.

 

--------

 

Anyway,3 days after buying the laptop i took it back to PC World (stafford) telling them of my troubles and hoping for a replacement.

 

Some hope.

 

To say i was being fobbed off is a understatement - The tech guy took a look at it on the counter.

He said all computers read DVDs/CDs at this speed (2.5mps) because when your copying a disc its encoding (not true)- When i pointed out i'm not doing any encoding just copying files by explorer,he just looked at me blankly and said its normal.

 

He then started getting rude when i pointed out my old pc copies a whole DVD in 6mins 30 secs - Compared to 20+ minute on this new laptop. (14mins slower)

His sarcastic reply was "you must have a super duper computer then".Basically calling me a liar.

 

After this also he started blaming cyberlinks DVD suit (pre-installed) - When i pointed out i dont need that software to copy my files over i just use window explorer,he blamed my discs (all of them) - I took a few discs to show them.

 

I only use quality media (verbatim).And besides,the drive is slow with all types of optical media.

 

I then asked them to test these disks on other computers in the store ,to prove that other computer dont read discs this slow - He refused saying "its against company policy"

 

Ive been using computers since the early 80s - Ive burnt/copied 1000s of dvds/cds in this time.And ive never seen a drive this slow.

 

Its not normal and its a clear fault with the drive - I'm not an idiot,i know when a drive slows down to read its either a) A dying drive or b) a bad disc - I can rule out bad discs because it does it with every disc that ive tried.

 

---------------------

 

In the end,i just gave up and asked for a refund - Which was point blank refused.

 

To make matters worse he incorrectly packed the laptop up and had the powerpack pressing against the back of the screen which could have damaged the panel.

 

I'm furious with PC World for treating us in this way.

Its a clear fault with the drive,yet they are refusing to acknoledge this.

 

There is no way on eath this is normal behaviour for x8 speed drive- Which could be quickly proven in seconds on other computers.

I could buy an external DVD-Writer to show them in the store what is normal and whats not - But why should i spend more money to prove it? ( they already know the truth anyway) ...There is nothing to prove.Anyone with a basic knowledge cd/dvd copying would know this.

 

Its now been over 10 days.And i know we have got 28 days to get a refund.But the staff instore are refusing to admit its faulty.

 

They say as long as its working,its working - Slowly or not.

 

I'm at my wits end.I never thought big store like this could behave in such a manner.

 

Basically taking the money and running.

 

Sorry for the long post.

 

Thanks in advance.

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Welcome to the site.

Have you left it there or taken back home ?

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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Welcome to the site.

Have you left it there or taken back home ?

 

Thanks for the reply.

 

Ive taken it back home.

 

Ive taken screen grabs of how slow this dvd-drive copies files.Ive also taken screen grabs of how fast a normal working drive should do an identcal task - From other computers (friends,family and my old PC).

 

I forgot to mention.It makes a terrible noise trying to read some discs when 1st inserted.Its obviously struggerling to read discs.

 

Ive also got error reports coming from event viewer (Index cd-rom errors).

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Look up the Sale of goods act 1979 an item has to be fit for purpose and it's not fit it's out of breath.It does the job eventually but it's not fit.

 

Thanks for the reply.

 

I did look up the sales of goods act the other day.

 

But the staff (1 tech guy anyway) said this is normal for these types of tasks on all computers (not true).

 

So if i went back,they are going to say the same things - ie fob me off.

 

They seem to think their customers have no knowledge about computers - Because he wouldnt have said the things he did otherwise.

The things he was saying made no sense at all.

 

I couldnt believe it when he come out with the "super duper computer" comment - About my old PC that works correctly.

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cant understand this

you are entitled to afull refund witin 28days..no quibble.

 

we have tech guys on board here at cag

sent this user a pm

 

http://www.consumeractiongroup.co.uk/forum/member.php?u=246892

 

they will sort it.

 

dx waves to the guests......

 

dx

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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cant understand this

you are entitled to afull refund witin 28days..no quibble.

 

we have tech guys on board here at cag

sent this user a pm

 

http://www.consumeractiongroup.co.uk/forum/member.php?u=246892

 

they will sort it.

 

dx waves to the guests......

 

dx

 

Thank you - Will give it a try.

 

The last few days ive been thinking maybe i should just drop it.

But i dont think its right - Especially the way i was treated when i went back.

 

I love the laptop - But i'm going to try and get my money back.

 

(dread going back mind you)

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contact chris.

 

dx

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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You shouldn't feel bad for going back to the store and getting a properly functioning laptop or your money back and don't drop it coz it's not you that's in the wrong.They should feel bad for treating customers like garbage. You payed a lot of money and you deserve quality,no question about it. Also you've suffered stress and agro so ask for some vouchers or money off another laptop to cover any phone calls or bus fares plus upset. Good luck.

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You shouldn't feel bad for going back to the store and getting a properly functioning laptop or your money back and don't drop it coz it's not you that's in the wrong.They should feel bad for treating customers like garbage. You payed a lot of money and you deserve quality,no question about it. Also you've suffered stress and agro so ask for some vouchers or money off another laptop to cover any phone calls or bus fares plus upset. Good luck.

 

Thank you - Maybe i'm naive,but i didnt expect any problems when taking it back.

 

After all,i was willing to show them the problem so that that they could see it for themselves.

I was absolutly gobsmacked when he said there was nothing wrong with it.

 

I'm a quiet person by nature and dont like confrontations - And this has caused a lot of stress for the whole family.

We simply cant afford to throw away £500 (like most families).

 

I know stores dont like taking goods back - But when something doesnt work as described,the law is there to protect people.

I'm just shocked by the stuff i was told by this "Tech Guy" - It simply wasnt true.

 

And anyone with a basic knowledge of computing would back me up.

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Sorry,i could find no way to edit above post.

 

Just to confirm there is something wrong with the drive.

I found this site (along with many others).

http://www.osta.org/technology/dvdqa/dvdqa4.htm

 

Which gives the average transfer rates for drives (by speed).

According to this site and all the others i have read,my 8x speed drive should be giving me an average transfer rate of 10.5mbps.

 

My average transfer rate is 2.5mbps (not even 2x speed) ,which goes lower and lower the longer the copying of files goes on (transfer rates should increase,not decrease).Infact,the lowest it has gone is 888kbps ! - Yes kbps,i can download files faster than that !.

 

Ive taken screen grabs of various graphs on websites as proof to show PC World what the transfer rates of working drives should be.Whether this will help me,remains to be seen.

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You are in the right boony2! You shouldn't have to do all this work and proving it business! If you work in PC World you should have knowledge. Write directly to the MD of the store and say how exhausted you are trying to convince their stupid staff. Send a recorded delivery letter and say you are disappointed in PC World and if the matter's not rectified to your satisfaction you'll E-mail Watchdog and tell them how they treat their customers and you'll never purchase from PC World again in your life and they'll lose out on a lifetime of future sales. This should work . Don't give up YOU are not the wrong one.

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I mean the MD of the company not the store! You should get a result.Mention Trading Standards,SOGA 1979, expecting better from such a reknowned company etc. Ask him?har to restore your faith in PC World because you're very disappointed in them and you expected better from them. They can't say no to that.

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You could also go to the nearest town with a PC World and try to return it at that store.It seems like it's just the prick in your town's store that's stopping you.Give it a try and if you're successful then inform the MD and say you want comp for your troubles. You take it back to any PC World as long as you have the receipt.

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@gioia - Thanks - I'm not letting this go.You havent got the address of the MD have you?

I'd ask for it at the store,but i'm willing to bet they would be less than helpful in this regard.

 

Anyway,i'm going back to the store next week with the weight of evidence of collected (screen grabs,videos of other computers doing the same tasks,photos - And ofcourse,the laptop).I'm still awaiting a reply to my PM from the man i was advised to contact on here (tech guy). - When i get there i'm asking for a full refund.I dont want to deal with this company ever again.

I dont think its right the way they treat honest people.With genuine complaints - Its not as if its months old either,its been like this since i bought it.

 

And finally,after hours of searching ive found the full specs of my DVD-Drive.

Which backs up what i have been saying.

 

TSST TS-L633C 8x Slim DVD+-RW DL Drive SATA Interface

 

MFG: TSST (TOSHIBA SAMSUNG STORAGE TECHNOLOGY)

 

MODEL: TS-L633

 

8X DVDR Write

4X DVDRW Write

2.4X DVD+R Double Layer Write

8X DVD-ROM Read

3X DVD-RAM

24X CD-R Write

10X CD-RW Write US

24X CD-ROM Read

Horizontal or Vertical Mount

External Dimensions (W x H x D):

128mm x 12.7mm x 126.1mm

BEZEL: BLACK

INTERFACE: SATA

 

The drive is clearly stated as 8x DVD and 24x CD -As most laptop drives are today.

I wish my faulty drive could even manage 4x - It cant even get past x2.

Burn speeds are completly normal for a 8x drive- No problems there.

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Write to Jon Naylor

PC World

DSGi

Maylands Ave

Hemel Hempstead

Herts

HP2 7TG

 

Thank you very much for your advice and info.

If i dont get a result at the store,i will certainly give this a try.

 

Wish i'd never even walked into that store now - When i went to complain about the laptop i was made to feel like a criminal and a liar.Very upsetting all round really.

 

Should have bought the same laptop from argos - £20 more,but at least they dont treat people like this.

Oh well,i suppose we learn from our mistakes.

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No Keith Jones is the MD . They have all different bossess and job titles I cant tell who you write to. They make it very difficult to know who and where to write to. Try the address I said but put Keith Jones? I'm not sure. Ask the edit in the store as recorded delivery is £1.15.

Edited by saintly_1
offensive language
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I think you can just Jon Naylor and that address but he's Customer Service boss.Keith Jones is MD but I don't know if you still put same address (probably).If you think Jon'll do try him.It's annoying me that they don't have clear ways to contact them. It leaves people powerless.They bug me I'll never go to PC World.

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Sorry to hear about your troubles with argos.Hope you get some sort of result.

 

And i will keep you updated - Ive managed to get a lift on monday (its 12miles away).

Cant drive myself because of an eye condition that prevents me from driving ,so i have to rely on other people.

 

I also will never,ever go to PC World again.

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Hello,i hope some could offer me and my family some advice.

 

We bought a SAMSUNG r530 laptop (£479) just over a week ago.

 

When trying out the laptop i discovered that the DVD-drive was reading very slowly (it burns at full speed) - This is with all types of discs.

Its supposed to be a 8x speed drive but its only reading at 2.5mbps (should be around 8-9mbps).2.5mbps isnt even the speed of a 2x drive.

 

 

Thanks in advance.

Basically they state the feature of the drive is 8x as it is not performing at 8x it is either faulty or miss represented by there product information which both give a case for a refund or replacement with a comparable laptop as you were sold something with a feature that you did not get. The salesmans attitude is incorrect and he should be reported to the manager for giving false information.

 

 

There are other alternatives If the SAMSUNG r530 laptop does have a problem with the drives you should be entitled to a replacement drive from samsung themselves if you write to them as stipulated by there limited warranty for your product.

 

"If the product is found to be defective as a result of manufacturing defects in materials and workmanship during the Limited Warranty Period, Samsung will, at its sole option, (1) repair or replace the product, at no charge as stipulated herein, with new or reconditioned parts or a functionally equivalent product, (2) for user-installable parts, require you to repair the product with new or reconditioned parts provided at no charge, or (3) provide a refund of the purchase price of the product, LESS THE PRODUCT’S DEPRECIATED VALUE, only if Samsung is unable to replace the product or repair it in accordance with applicable law."

 

Go back in ask to speak to the manager of the store and see what he has to say.If he does not offer a refund ask him to put his reason to you in writing as you wish to take this further and also the contact details of his district or area manager so you can place a formal complaint against him and his store.Get him to date it and sign so that the issue has been logged before the 28 day period is over.

 

If the manager refuses to do this ask him to get the district manager on the phone while you wait.and get the managers full details.

 

I hope this helps

 

Paul

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Just an update.

 

I went back today and it was a different fella at the tech guy counter - He had a completly different attitude to the other tech guy.And he gave me a full refund after looking at my screen grabs of the transfer rates of the drive.

 

Infact,he was very polite and helpful - And even apologised for the other tech guys behaviour.

So i got a happy ending in the end !

 

I'd like to thank everyone for the help and advice on these forums - Its much appreciated.

 

Thank you.

 

Colin.

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