Faulty laptop and PC Worlds response

[protosaurus]

Hi I was wondering if this is the forum to ask for advise regarding a laptop I purchased from PC world just over 5 months ago on March 14th of this year, the laptop has sincedeveloped a fault in which the hinges attaching the screen to the keyboard have become loose through no fault of my own.

 

The laptop is a Lenovo g570 and a quick search of google with the relevant search query throws up a lot of pages regarding this fault which is well known.

I took the laptop back to PC world and was immediately met with the response that this was obviously accidental damage and therefore my fault!, to which I replied it was indeed not my fault, the sales assistant insisted that this could not have happened on its own implying that I was indeed lying!, and actually questioned me on "how could this have happened on its own"

 

I replied could she prove it was my fault which kind of stopped that train of thought in her and made her call the manager down.

Fair enough I thought perhaps this would be dealt with more professionally now, the manager stated that as this was outside PC worlds 21 day warranty I was not able to get a replacement but that they would send it back to Lenovo who would then ascertain if the damage was accidental and therefore charge me, or if it was indeed a fault with the laptop and would be repaired under warranty, I stated I will not be paying anything at all to Lenovo and that my dealings were with PC world as they had taken my money, the manger replied that was up to me basically telling me I am now dealing with the manufacturer.

So the laptop is now in PC world and will be sent to Lenovo tomorrow morning, I received no timescale on a repair and I am very disgruntled with PC world to say the least, and will never be using their shop again.

 

I was really just needing some advise on what steps to take if Lenovo do try to charge me and I refuse. Any knowledge is much appreciated, thanks.

[rebel11]

Hi pro

 

Welcome to CAG

 

There's a similar thread here:- http://www.consumeractiongroup.co.uk/forum/showthread.php?362754-Laptop-problem-hinges-broken&highlight=Lenovo

 

Please let us know how your problem has been resolved, it could help fellow Caggers.

 

If you Google 'Lenovo g570 Hinges', it seems to be an inherent problem.

 

Have a read of 12 and 13 in my signature. Send off the sample letter (faulty), tell them it's been sent off to be looked at, send it Recorded. How did you pay for it?

[protosaurus]

Thanks Rebel, I had a look at the link, it does seem to be the same problem, and having had a look at the sale of goods act would I be correct in thinking that if the fault occurs before six months the burden of proof lies on the retailer to prove that I damaged the laptop accidently, and my consumer rights are therefore strengthened.

And to be honest I believe this fault having been inherent in these models of laptops for quite a while means they should have been recalled from retailers rather than punting them onto unsuspecting shoppers.

[rebel11]

That's correct. How did you pay for it?

 

Thanks Rebel, I had a look at the link, it does seem to be the same problem, and having had a look at the sale of goods act would I be correct in thinking that if the fault occurs before six months the burden of proof lies on the retailer to prove that I damaged the laptop accidently, and my consumer rights are therefore strengthened.

And to be honest I believe this fault having been inherent in these models of laptops for quite a while means they should have been recalled from retailers rather than punting them onto unsuspecting shoppers.

[protosaurus]

I paid for the laptop with my Visa debit card.

[rebel11]

O.K., if you'd paid with a Credit Card it would have afforded you more protection (Section 75). Lets see what they have to say.

 

There is a Curry's/PCWorld Rep on this site who might look in.

 

I paid for the laptop with my Visa debit card.

[protosaurus]

I am presuming that PC World having the burden of proof have sent it back to Lenovo for proof of whose fault the damage lies with?

[rebel11]

If it's been badly designed and there's an inherent fault and because of everyday use the problem has been exacerbated, so I can't see how they can say you damaged it.

 

I am presuming that PC World having the burden of proof have sent it back to Lenovo for proof of whose fault the damage lies with?

[protosaurus]

If Lenovo deem it to be accidental damage then PC world have their "proof" and I am liable to pay the repair charges which could run into a couple of hundred pounds apparantly!

 

I am thinking it is in Lenovos interests to claim it is my fault and hope they act fairly. If they state it is accidental I then have to get another opinion at my own time and cost from an engineer.

 

My whole first experience from PC world has been a bit of a joke to be honest, if calling paying customers liars and acting like you are nothing but a problem to them when things do go wrong is this companies way of dealing with its clients, then goodness knows how they survive in this economic climate.

[labrat]

has it already gone to lenovo?

 

if not then go to the store and ask nicely if they can book it for a "SA01" repair

 

it might be they have already booked it for this

 

however if they have then they are bulling a bit about "hundreds of pounds"

 

a SA01 goes to pcworlds own repair workshop - costs £50 which is refunded if its a manufacturer fault.

pcworld doesnt lean on the team that deals with these it does come down to engineer opinion, and i know theres alot of discusion about the hinge issues

[protosaurus]

Yes they have already sent it into Lenovo, PC World staff were not very forthcoming with this information, on rerflection absolutely horrible experience with this retailer, really made to feel like I was the problem to them, snooty, couldn't care less attitude of the sales assistant.

Also sent an email to the knowhow email address for problems and received what looked like a stock reply, which totally shows they misread my actual email I sent to them, which shows how much they actually bothered.

 

"Thanks for getting in touch with us.

 

I'm sorry to hear about the problems experienced during your recent visit to our Kirkcaldy store. Let me assure you that this doesn't reflect our usual level of service. I have forwarded a copy of your email to the store manager and they will complete an internal investigation into this incident. They will then be able to implement any training needs that arise to ensure that this kind of incident doesn't occur again in the future.

 

You do need to arrange for the laptop to be returned to Lenovo. The reason for this is that they are the authorised repairers for these items during their warranty. I would suggest that when you send this off, you enclose a covering letter explaining the damage and the fact that this is a known fault. This should minimise the risk of Lenovo returning this to you unrepaired due to the problem with the hinges.

 

Once again, I apologise for the inconvenience caused but thank you for bringing this to my attention. Although it is always disappointing to hear from a dissatisfied customer, it is through feedback such as this that allows us to improve the services that we offer.

 

Kind regards,

 

Leigh

The KNOWHOW Team "

 

In my email I informed them that my laptop had already been sent to Lenovo by PC World, yet they seem to think in the reply I should be sending it myself?!?

Just waiting to hear fro Lenovo now

[labrat]

well if they try and charge lots of money point out that it was them miss booking it that has caused the price increase

 

however i wouldnt worry im fairly confident that lenovo are treating these as a common issue and if you see the other thread its easy to get a third party repairer to look at it and write a report blaming the weak plastics

[protosaurus]

If Lenovo are treating this as a common issue and therefore an inherent fault, does it mean I am within my rights under the sale of goods act to ask for a refund as the goods are not fit for purpose?, I really don't want this laptop back as it seems the issue will only happen again and again.

[labrat]

probably not the SOGA allows the retailer the right to repair the goods unfortunatly

[spartathisis]

Go here http://www.facebook.com/curryspcworld?fref=ts and vent your spleen to your hearts content Put off as many people as possible and spread the word, it will make you feel a little better.

 

Prob the worst place to go to in the world, morons run by morons. Stuff is overpriced and usually not the latest stuff. Used to work at Dixons and the attitude of many staff members was ridiculous.

[JeffersonMangum]

I had a similar problem with PC World a few years ago. They point blank refused to refund, repair or even discuss the faulty laptop they'd sold me. At the time I didn't know about SOGA, but I looked up the Directors of DSG (who own PC World) and wrote a strongly worded letter to about 8 of them.

 

Someone responded within 7 days and sent me a full refund in PC World vouchers. Obviously it means you're still dealing with PCW but at least you could choose a different laptop. Maybe give it a go. I highlighted that I had spent a lot of money with them over the years and would certainly not be doing in the future!