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PC World - Are there being legal?


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Hello all (new here hope to help everyone on the forums!)

 

I brought a computer from PC World in December 2005 after 1 year of use with this computer I had a repair ever week over the year turned out to be 108 calls and 48 in 10 months!!!!!

 

I complained as I wasn’t happy and my 1 year warranty was ending. So PC World gave me a replacement PC with another 1 year warranty.

 

This new Packard Bell computer was fine till it started to play up they could repair it weeks and weeks went passed till I complained again and I got a replacement now im on my 2nd computer.

 

My 3rd computer was lovely it was so smooth till it went again, we started again with repairs with PC World and it went aver a month and the engineer said take it back to the store for a replacement!!!!

 

Now on my 4th computer from PC hard 3 hard drive replacements and the power supply unit just went PC world said it takes 7 days for stock!

 

Thank leaves me without my main pc disturbing my education!!!!

 

So I don’t want these replacement machines any more or these parts they send out to me. I want a refund you think its possible? Am I in the right?

 

Btw is the Consumer Action Group a legal company?

 

Thanks all!!!

 

Im going to be helping everyone on the forums

refund amount £730

Thanks!!!!!

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Yes; what you can do is tell PC World that the goods are not of satisfactory quality or fit for all normal purposes, therefore they do not comply with the Sale of Goods Act. State that you have given them a reasonable opportunity to replace the PC with a working model, however these replacements have also failed and therefore you are now seeking to rescind the contract and claim back a partial refund.

 

Rescission of the contract is basically a refund less an amount to allow for the wear and tear (use) that you have had from the product. You won't be entitled to a full refund after all this time, as you have had use from the PC.

Please note I'm not insured in this capacity, so if you need to, do get official legal advice.

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My you really have been unlucky havent you, TBH if I was in your situation I would be looking into environmental causes for all these problems as unless they are using factory seconds (like some now bankrupt retailers - Escom for one) then its extremely unusual for one person to be that unlucky.

 

whereabouts do you live urban or rural, are your power lines overhead rather than buried?

 

It does sound like its something causing the problems rather than faulty items per se, please dont get me wrong i'm not blaming you or anything like that its just so unusual for one person to be so unlucky.

 

Have you got the PC running off a surge protector or UPS - I would heavily recommend using a UPS on a PC so it can smooth out over/under voltage and supply battery backup in the event of power failure.

 

I would still go down the route as above but when you get it sorted try buying a UPS they can be had for abour £30 these days and are very very useful

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Please reread my post I didnt say there was something wrong with the way YOU use your computers I stated that there could be an underlying issue that you have not yet considered like power spikes.

 

You failed to mention anything about having other computers so I was actually trying to help you I am sadly not psychic I am however a computer engineer with 12 years experience which I was trying to use to help you out.

 

You say you have other computers are they in the same location off the same power socket all I was saying is you are either extremely unlucky, PC World are using factory reject spares or there is some environmental influence at no point did I suggest it was you

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Please reread my post I didnt say there was something wrong with the way YOU use your computers I stated that there could be an underlying issue that you have not yet considered like power spikes.

 

You failed to mention anything about having other computers so I was actually trying to help you I am sadly not psychic I am however a computer engineer with 12 years experience which I was trying to use to help you out.

 

You say you have other computers are they in the same location off the same power socket all I was saying is you are either extremely unlucky, PC World are using factory reject spares or there is some environmental influence at no point did I suggest it was you

 

 

yes i know what u mean sorry i threw it back @ u just really ill today and my brains not functioning !!!!

 

The pc is going through a powersurge and i got one of my custom bulid computers connected to that thats been fine since day 1. I live in london i know the electric nothing to do with it.

 

But you must understand 1) i dont wanna be buying a new computer and its replaced by refurbs.

2) If you go on other computer forums and type about PC world they will all say pc world are crap

 

it just anoys me how pcworld conned me and other people. When i was there about months ago getting my computer replaced a women was there about 24 was having the same problems as me i fealt really sorry for her as she didnt know her rights.

 

Im going to see how long this repair takes before i take action

 

The thing is ive notice when a fualt does occur it gets worse when they stat replaceing parts. Another thing after my 1 year warrenty i cant folk out 100s on reapirs

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To be honest i think you've been fairly lucky.

 

Whilst pc world are a bit of a shoddy mob who dont actually know anything about pc's or anything to do with them - you have had 2 (im assuming) new, replacement laptops, from different manufacturers, its not really their fault that these have developed problems, however they've honoured the warranty and replaced them and/or replaced faulty parts.

 

Having built and used desktops/laptops for years im really surprised at all your problems, i think unfortunately you have just been very unlucky.

 

As it has been just over a year since you bought the first unit i would not expect a full refund, but by all means you should be entitled to a partial remittance from Pc world.

 

With your luck i would maybe stick to a pen and paper rather than a Computer from now on tho .

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To be honest i think you've been fairly lucky.

 

Whilst pc world are a bit of a shoddy mob who dont actually know anything about pc's or anything to do with them - you have had 2 (im assuming) new, replacement laptops, from different manufacturers, its not really their fault that these have developed problems, however they've honoured the warranty and replaced them and/or replaced faulty parts.

 

Having built and used desktops/laptops for years im really surprised at all your problems, i think unfortunately you have just been very unlucky.

 

As it has been just over a year since you bought the first unit i would not expect a full refund, but by all means you should be entitled to a partial remittance from Pc world.

 

With your luck i would maybe stick to a pen and paper rather than a Computer from now on tho .

 

 

 

I dont think it is luck its 2 anyone who goes PC WOrld go on a computer forum and say is pc world recommed they will all say no

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PC World have already offered a free of charge repair and they are entitled to a resonable amount of time to complete this. The timescale is not determined in the Sale of Goods act, but is deemed by PC World policy to be 28 days. After this period you can request a replacement.

 

If you're after a partial refund, with the depreciation of PC equipment, I would expect it to be in the region of 50% - 65% of the original purchase price for a 12 month old product.

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  • 1 month later...

I find it EXTEMELY unlikely that all these PC's, from different manufacturers and manufactured at different times would all fail simply because you bought them from PC World. You have to remember that they are just a shop, they dont actually make the things, so the quality of the goods, tho their responsibility, is not their fault.

 

It sounds to me like they have been exceptionally reasonable in finding you a replacement computer not once but THREE times, and anyone in the position that they are in would think that it could only be user error that is causing the continuing problems with all these different laptops.

 

In saying that if your computer is AGAIN faulty and they are offering AGAIN to fix it for you they are doing absolutely nothing wrong. You are of course within your legal rights to claim a refund and go elsewhere but as stated its the computers themselves that are failing you, not the store.

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Tried running spyware removal programs virus scanners?

My nephiew had pretty much the same problems till my Brother his dad twigged he was downloading huge ammounts of porn off the web. after carefull negotiations with his son. namely no more porn he cleared it up so it was running smoothly. not saying it's porn surfing but if you like him download tons of free software install and uninstall a lot it can confuse the heck out of your computer.

doe's the computer have the same problems after a re-install?

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Tried running spyware removal programs virus scanners?

 

It would certainly be interesting to know the symptoms of the failure. I have known people who have had their computers grind to a complete standstill just through allowing too many programs to run at startup etc...

Post by me are intended as a discussion of the issues involved, as these are of general interest to me and others on the forum. Although it is hoped such discussion will be of use to readers, before exposing yourself to risk of loss you should not rely on any principles discussed without confirming the situation with a qualified person.

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  • 1 month later...

guys n girls im not a n00b thanks for the advise on how to fix my problem its just there crappy refurb parts they used

 

Its been less then a month i got a replacement machine

 

bloody PC world worst retail store ever

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Guest retailerpointofview

replacement machines from the store are brand new.

 

repairs are using refurb parts.

 

3 replacements and multiple repairs id call head office and as to recind the contract.

 

because you have been phoning soo many times you can argue you have enjoyed 0% from it and so get a full refund.

 

some retailers say because it has been 2 years you get 30% or so back. but with thise 108 calls you can justify saying you received 0% use and get 100%. you may not get 100% but fight for 100% and you will definetly get more then 30%

 

call head office and state that after their many attempt to repair have failed asking them to look at your logs on their system and using their own 28day rule you want a refund.

 

they may call the store and tell you to visit the store and speak to _ _ _ or just give you a reference the store can use to authorise the refund. but store level staff cant refund without reason. so call head ofice to honour it first

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replacement machines from the store are brand new.

 

repairs are using refurb parts.

 

3 replacements and multiple repairs id call head office and as to recind the contract.

 

because you have been phoning soo many times you can argue you have enjoyed 0% from it and so get a full refund.

 

some retailers say because it has been 2 years you get 30% or so back. but with thise 108 calls you can justify saying you received 0% use and get 100%. you may not get 100% but fight for 100% and you will definetly get more then 30%

 

call head office and state that after their many attempt to repair have failed asking them to look at your logs on their system and using their own 28day rule you want a refund.

 

they may call the store and tell you to visit the store and speak to _ _ _ or just give you a reference the store can use to authorise the refund. but store level staff cant refund without reason. so call head ofice to honour it first

 

Ignore this person.

A a matter of law he is totally incorrect. You can ask for a full refund - don't be surprised to be told no. See previous posts.

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gyzmo are you saying the OP is ENTITLED to a full refund? If so I would like to see the legal basis....

7 years in retail customer service

 

Expertise in letting and rental law for 6 years

 

By trade - I'm an IT engineer working in the housing sector.

 

Please note that any posts made by myself are for information only and should not and must not be taken as correct or factual. If in doubt, consult with a solicitor or other person of equal legal standing.

 

Please click the star if I have helped!!

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No, retailpointofview seems to be arguing it though, hence my last post.

 

The word "ask" should have been in italics. I should have also said that one can ask, but may not get (in this case will be damned lucky).

 

Suppose I could have differentiated "ask" from "entitled"....

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My apologies then, misread :) especially as I have just read RPOV thread....very worrying!! lol

7 years in retail customer service

 

Expertise in letting and rental law for 6 years

 

By trade - I'm an IT engineer working in the housing sector.

 

Please note that any posts made by myself are for information only and should not and must not be taken as correct or factual. If in doubt, consult with a solicitor or other person of equal legal standing.

 

Please click the star if I have helped!!

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lol! quite ok! the ability to say "my bad" (or whatever) seems to be lost on rpov. It's usually me who ends up apologising anyway......make a change for me!

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Guest retailerpointofview

the consumer has had many replacements. repairs and has been inconvenienced alot. using the facts mentioned he can state that:

he has allowed the company oppertunity to repair. option one failed

he has allowed the company to replace. option two failed.

 

this leaves one one option a refund.

 

using pcworlds own 28day policy where if a fault is not fixed within 28 days they get either a replacement or a refund. he can use this as ammo to get a refund.

 

so yes ask for a refund or ask for a totally different branded product if you wish

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using pcworlds own 28day policy where if a fault is not fixed within 28 days they get either a replacement or a refund. he can use this as ammo to get a refund.

 

so yes ask for a refund or ask for a totally different branded product if you wish

 

 

Just to correct this information. Under PC World policy, if a product develops a fault within 28 days from purchase, PC World will offer a refund, replacement or repair at the customer's choice. Outside of this period, if a repair takes in excess of 28 days, PC World will replace the item like-for-like or where this is not available, for a product of equal specification.

 

Their policy does not offer a refund if a repair takes in excess of 28 days.

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the consumer has had many replacements. repairs and has been inconvenienced alot. using the facts mentioned he can state that:

he has allowed the company oppertunity to repair. option one failed

he has allowed the company to replace. option two failed.

 

this leaves one one option a refund.

 

using pcworlds own 28day policy where if a fault is not fixed within 28 days they get either a replacement or a refund. he can use this as ammo to get a refund.

 

so yes ask for a refund or ask for a totally different branded product if you wish

 

Are you saying that 1 years use of the laptop counts for no use at all? If so, I'm gonna get me a brand new laptop every year for free!

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  • 2 weeks later...
Guest retailerspointofview
Are you saying that 1 years use of the laptop counts for no use at all? If so, I'm gonna get me a brand new laptop every year for free!

 

the original posters question was this

 

Hello all (new here hope to help everyone on the forums!)

 

I brought a computer from PC World in December 2005 after 1 year of use with this computer I had a repair ever week over the year turned out to be 108 calls and 48 in 10 months!!!!!

 

 

ok in the first year the customer had non stop trouble involving 108 calls in total in the 12 months of which 48 were in a ten month period and the other 60 were in 2 months (i presume by doing simple maths).

 

this here proves that the customer did not receive 12 months worth of use out of the machine.

and so they could fight for 100% refund.

 

if you have a computer for how ever long and it went wrong you wont get a 100% refund after a certain time. unless you prove that you have not received full use of the item for a large amount of the length of ownership.

 

so prve from day one that you computer every day shuts down randomly then yes there might be a possibility.. have no trouble with the machine for 3 years then suddenly it begins restarting then dont expect a 100% refund.

 

best advice is calling their head office when its faulty as they log it. if it re-occurs you can use the first call as evidence its not an isolated issue. again theyll obviously ask you to restore the machine incase you:

*installed a item of software AGAIN that caused the issue

*went to a website and got a virus

*changed a setting that caused it.

 

but after the restore they can use the initial calls to help with the diagnoses if the fault is the exact same.

 

going into the store they dont have logs so if you have a faulty pc call the helpline as you can use the logs as evidence later and you are talking to the guys that can arrange an engineer. and not a go-between who when free then has to call the same enginers you could do at home.

 

if you go to the store they dont have the same logging system. they can view the techguys telephone notes but they cannot add notes to the techguys logging system, and so if it gets repaired several times instore by a instore technician rather then techguy (if its a simple fix) they MAYNOT show up on the logs which techguys view. and so if they cant see there being 100's of issues over the year they will see it as a single fault and just give you a replacement and not a refund

 

some stores, i dont think pcworld do but othes log customers pc's with the stores address as this is where the engineer will visit. thus making the logs to do with a store owned pc.. such as a ex-demo.

 

later although its the customers product if the fault happened again and head office were to trace back the product history to see if the fault occurs many times what they will find is a record of a store laptop and a customer laptop.

 

2 problems

one: the head ofice can presume that the product was originally a ex-demo and is sold "as seen"

two: they not relate the two repairs as being for the same machine and class the second repair as being its first leaving you less likely for a recission of contract.

 

yes gyzmo my posts do move off topic abit but they are trying to answer the question here plus other questions etc all in one go

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