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AIBU?

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Original poster

To think that PC World are robbing bastards

15 replies

ThreeTimesABaby · 23/10/2016 20:47

We bought a new laptop 6 weeks ago, which has now decided it won't charge or switch on. Went into PC World yesterday and can't quite believe their response. They think it's not their problem, won't offer a replacement and will only send it to the manufacturer who currently have a 28 day lead time for repairs! AIBU to think that having spent £600 only 6 weeks ago they should replace the laptop?

OP posts:
NickNacks · 23/10/2016 20:48

We had the same issue with Argos and a camera. Bastards.

GiGiraffe · 23/10/2016 20:53

www.which.co.uk/consumer-rights/regulation/consumer-rights-act#product-quality

Have a read - sounds like if the repair is going to take a ridiculously long time you can argue that they replace

MargoChanning · 23/10/2016 20:57

Quote the Sale of Goods Act at them.

They tried the same trick on me many years ago until they eventually gave in and repaired my laptop. I will now only buy computers from John Lewis.

LifeAsAPendulousFall · 23/10/2016 21:02

Had a similar issue with them; I will never buy from them again. DD's laptop which she had saved for ended up being sent away three times within 8 months of purchase and they still wouldn't replace Angry it seems ok ish now (touch wood) but their customer service and attitude mean I won't set foot in their. A bit gutted as now with comet gone it leaves very little choice of electrical goods shops.

Good luck with your laptop though and I hope you get it sorted quickly.

19lottie82 · 23/10/2016 21:23

Sadly, I think this is pretty standard when you purchased something over 28 days ago. Unless you take out an overpriced warranty.

If it's any consolation, I doubt it will take 28 days to get your laptop repaired, they rob just say that to cover themselves.

19lottie82 · 23/10/2016 21:24

Margot The sales of goods act no longer exists .......

Glastonbury · 23/10/2016 21:32

When we had a similar issue with Comet we stood by the counter and advised any potential customers of the attitude of the staff towards our issue. Within about 15 minutes we were given a better model as a replacement by the manager.

alfagirl73 · 23/10/2016 21:36

Under the Consumer Rights Act 2015 if goods develop a fault within 6 months it is presumed that the fault was there at the time of purchase and the burden is on the retailer to prove otherwise.

Sounds to me like the laptop was faulty from the start, not fit for purpose (many of the general rules under the Sale of Goods Act about fitness for purpose etc... still apply under the new Act) - so tell them they are in breach of contract and it is up to them as the retailer to arrange a full repair in a reasonable time, failing which you'll take them to small claims court.

In the meantime I would suggest a complaint on Twitter - you'd be amazed how much success you can have getting things resolved when you start plastering it all over Twitter! :-)

smilingmind · 23/10/2016 21:41

I had the same problem with Tesco.

childmaintenanceserviceinquiry · 23/10/2016 21:42

John lewis let me down in the same way after I purchased a top of the range HP laptop from them. So the new computer I had to buy I bought from PC world. Had great service. Have nothing but good to say about them, whereas John lewis, disgraceful. Trading off a reputation no longer deserved.

MargoChanning · 23/10/2016 21:51

Didn't know sale of goods act no longer exists. It did several years ago when i successfully fought PC world for a repair. Sorry to also hear that John Lewis let someone down too. I've only had good service from them.

BowieFan · 23/10/2016 21:51

Yes, PC world are bastards.

But don't worry, you're still covered. The Consumer Rights Act 2015 states that you have the right to "return a faulty product within 6 months of purchase" and that it's "up to the seller to prove the item worked fine when you got it" (which they'll be unable to do). It also states you are entitled to a free repair of if that's not possible, a replacement or refund.

DS2 is very nerdy about this kind of thing (ASD) and he argued this for us a couple of months ago when we were trying to return a faulty camera. It worked!

Flingmoo · 23/10/2016 21:56

I had this problem with PC world. I had a HP laptop on which after a few uses, the hinge (where the screen meets the keyboard part) broke and started rattling around. They claimed I'd dropped or damaged it. Googled the issue and it was a known fault with that model, but they wouldn't accept that! I had to pay to get an 'independent specialist' (local laptop repair shop) to verify that it wasn't my fault, that it was a defective part etc and create a report on letterheaded paper to be sent to PC world... Finally they did fix it. I don't think most people would bother jumping through all those hoops though so I expect they usually get away with it!

Original poster
ThreeTimesABaby · 24/10/2016 09:44

I spent a fun hour or so reading up on the Consumer Rights Act, and I don't think it does apply to us because the laptop was bought through our company. As far as I can see the SOGA still applies. DH is going to call the Trading Standards advice line and see what they say.

OP posts:
SistersOfPercy · 24/10/2016 10:33

John Lewis were amazing when DD's 3 month old MacBook Pro developed a fault the week before Christmas. All her college work was on it too.

They picked it up on Tuesday 22nd December and returned it, fully fixed on Christmas Eve. We were stunned!

Three. If it was a business to business transaction you're right, it changes things.

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