To be very unhappy with the customer service I've received from a big store?

[Olivesandbread]

Regular who has name changed invade my family/friends see this.

The store in question prides itself on being 'PC experts' and the service I'm had from them has been substandard.

Reserved a laptop yesterday. Went to the store today to purchase it and the only ones they had in stock were ones that are already 'set up'. They told me that I was lucky as usually this 'service' is £50.
Because I reserved it yesterday, I had a Black Friday discount that wouldn't be redeemable unless I purchased this laptop today. So I did.

Took it home and opened it. It wasn't even switched off!
When I opened it I found it to be very slow and not at all what I would expect from a brand new laptop. Used it for about 30minutes and wasn't at all happy with how it was running so took it back to the shop (a store more local to me).

The person I spoke to at the help desk looked at it and said I should try and use it a bit more as it seemed okay to him and that because it was open he probably wouldn't be able to resell it. I explained this is how I bought it (it had been opened to set it up by staff not me).

He then suggested I try and 'defrag' it to speed it up. I told him I didn't expect to have to defrag a brand new laptop and he told me he didn't want an argument and that I had to think about it's resaleability. The crux of it was NO I could not have a refund because as it states in their policy, an item has to be unopened for a refund (or faulty which he says it's not). He then went on to say that If he had given me a refund, was I aware that it could have huge repercussions for him and his position in the company?)

AIBU to ask for a refund? Do I have any rights?

There might not be a fault, it could just be a slow laptop if it is a cheap one.

26Point2Miles under no circumstances did I believe this laptop to be 'used'. I clarified with the store if it was used and I was assured it was 'brand new'.

We have a big PC Curry world near us and it is shit. The staff no nothing and don't want to "help." They never have any stock and the shop is filthy. DH goes to look in RL what he wants them buys it from Argos .

OP This is not a conclusive test, but it's a good place to start.

Open up the Recycle Bin and see what files are in there and when they were deleted. If they are documents of any sort, Restore them and see what they are.

Go on do what sally has said and then update us, I am curious to hear what happens

I don't think that Currys officially sell used goods. The one I got was supposedly ex display but had obviously been used in their own office for months according to the stored documents. When challenged they insisted that it was "non pristine" and that this term also covered second hand. They really are the worst cowboys I've ever encountered.

The mouse has started jumped around so badly we now can't click on anything. When you click on the mouse pad it doesn't go where it's meant to. I doubt they will believe us so I have a video on my phone to show them! I'm going back tomorrow morning and am also taking back the iPad mini I got for my dd1 (it's unopened so hopefully no quibble there) but I don't want anything to do with them.

Try phoning Citizens advice, they are really good.

Whatever you do OP, do not allow them to take it in for "testing" or "repair". That will take weeks, you will be without the laptop and your money, and when it does come back it still won't work.
Insist on you money back.
And say it LOUDLY.

I think Dixon stores group -which owns currys and PC world are the absolute worst for customer services.

I refuse to give them my money anymore. Would rather pay £20 extra than have the hassle of dealing with them. Defo go back tomorrow and refuse anything other than a refund. Good luck.

The mouse problem might just need new batteries in the mouse. Not saying the laptop isn't shit but do try that.

keep old batteries and replace in mouse when you take it back to strengthen your case to return

It's not a mouse, it's a pad on the actual laptop so don't think it has batteries!!

Write to head office

OP- get a refund if you can. Don't take any shit.

I had a laptop from them a couple of years ago and it too was running terribly. They didn't want to know until i got very shirty and loud with them.

He then spent 2 days 'looking' at it and announced i had put a virus on it. I had not even vonnected it to the bloody internet or tried to add any software/files etc. When i told him this he said that sometimes they come with them when new!

He 'cleaned' it up. It has never been right and my work colleague in IT had to rebuild it last week. I have hardly used the bloody thing.

Get rid!

We hate PC world in this house on the basis of a really bad customer experience a few months ago, in which they accused us of trying to leave the store without paying and when we said we had paid online, they said this was impossible - we had to get out the order no and prove ourselves. The manager was rude in the extreme and we ended up buying the same thing twice and taking one back to get out of the store with one working item which we urgently needed. They are laughably bad except it's not funny when they have your money.

They are awful and wont take any notice when you complain unfortunately. However their returns policy clearly states they will give you a refund within this time frame if your item is faulty and it sounds like it is, if you get any hassle speak to a manger

I refuse to use them any more since I went in to by a tablet that was reserved in my name and the man serving us would only speak to my husband even when my dh pointed out I was buying it and he should speak to me. I complained amd recieved a generic reply back so refuse to use them. We have had good service off ebuyer in the past if they have what you want

That is absolutely outrageous, Eustacia. I would never buy anything from PCWorld nor would I ever take anything there for repair, their reputation is so abysmal and has been for as long as I can remember. Our whole family buy online instead and usually from Amazon. You can do so much research online when deciding exactly what make and models to buy and the best prices are online as well IME.
I don't think PCWorld deserve to be in business.

Heading back there now. Fingers crossed for a refund

PC world - DH is a professional geek. Had a laptop to fix as the owner had taken it to them to fiX to be told by them they had updated every thing. Not a single service pack or windows update had been applied. So they had it did NOTHING then charged him for it.

Good luck OP.
I'll be checking back later to hear how you got on :)

The guy that served me last night huffed over to the desk to tell the shop assistant he had instructed me to come back Monday if there was more issues rude git
I explained we tried all he suggested and it was worse (plus the mouse issue). They offered me a replacement or a refund. I wanted a refund but dp wanted a replacement that was totally unopened and not 'set up'. They said we may have to pay the additional £100+ as we originally got it with a Black Friday discount but the manager said we could have it for nothing extra so Dp is happy. I then produced dd's new iPad and asked for a refund and they gave me this no problem as it was still sealed.
Not sure where to get it from now, I think maybe John Lewis or amazon?

Glad you got them to do what they should do. They really are complete arses who fold like wet playing cards if you show them you know what your rights are.

Does it work?

Well done Olives for being firm with them!
Personally I'd go with JL, and you might get an extended guarantee.

I feel sorry though for the next customer who gets palmed off with the second hand new laptop.

If you originally bought the laptop at a discounted price they cannot threaten to charge you an additional £100 for a replacement. I am no expert on consumer rights but even I know that.

I spend a lot at PC world as I love my tech gadgets but this thread has seriously put me off going back.