my friend bought a laptop from pc world, in order to talk to her dp who is abroad working, via skype. They have a 3month old baby and want to keep in touch. She picked it thinking it would have a good webcam, but found out after trying it that the webcam is in fact rubbish.
She has spoke to them to ask if she could exchange it for a more expensive model (toshiba, to replace with macbook) as she has only used it once to try the webcam.
PC world shop on the telephone have stated they are under no obligation to replace as it has been used, and are unlikely to do so even though she will be swapping for a model £400 more expensive...customer service said it is local shop discretion, they can but they don't have to.
Is there anything she can do persuade them to exchange. She is really upset and her dp is furious with her for not getting the 'right' model in the first place, and because they cannot easily talk as was the intention.