problems with laptop

[humandynamics]

Copy of letter sent to PC WORLD - I have had no reply - I guess you know what to do when you are next thinking of buying something from them.....

 

 

John Browett

CEO

DSG Retail

Dixons House

Maylands Avenue

Hemel Hempstead

Hertfordshire

HP2 7TG

 

Dear Mr Browett,

 

I bought an HP laptop from PC World Medway a while back. In less than a year the mouse pad had stopped working. PC world fixed it, but it went wrong again within a few months. They then told me that repairs were only valid for 3 months so it was tough luck, despite the fact that the item was not fit for sale in the first place. This loophole makes it possible for you to absolve yourself from responsibility for shoddy goods. I am not a heavy user of the mouse pad and have an 8 year old Dell laptop in perfectly good working order, so there is no excuse for this.

 

I have attempted to contact you via your blog, but nobody replies. The store manager at Medway promised to get me a reply within a week. He did not. I have cancelled my business contract with you and have already now commenced a public campaign to expose this flagrant breach of consumer law and the poor service and wonder if you have any comment. I am so annoyed about this that I will make sure that it will be the worst decision not to honour a customer service request that you ever made.

 

Yours sincerely

 

Peter Cook

[joka007]

Copy of letter sent to PC WORLD - I have had no reply - I guess you know what to do when you are next thinking of buying something from them.....

 

 

John Browett

CEO

DSG Retail

Dixons House

Maylands Avenue

Hemel Hempstead

Hertfordshire

HP2 7TG

 

Dear Mr Browett,

 

I bought an HP laptop from PC World Medway a while back. In less than a year the mouse pad had stopped working. PC world fixed it, but it went wrong again within a few months. They then told me that repairs were only valid for 3 months so it was tough luck, despite the fact that the item was not fit for sale in the first place. This loophole makes it possible for you to absolve yourself from responsibility for shoddy goods. I am not a heavy user of the mouse pad and have an 8 year old Dell laptop in perfectly good working order, so there is no excuse for this.

 

I have attempted to contact you via your blog, but nobody replies. The store manager at Medway promised to get me a reply within a week. He did not. I have cancelled my business contract with you and have already now commenced a public campaign to expose this flagrant breach of consumer law and the poor service and wonder if you have any comment. I am so annoyed about this that I will make sure that it will be the worst decision not to honour a customer service request that you ever made.

 

Yours sincerely

 

Peter Cook

 

I do wonder if you provide your contact details, i work for the company and we do respond to customers and if the letter doesnt reach us then no point blaming is there? might be worth sending via recorded delivery/something to back you up by.

[humandynamics]

I do wonder if you provide your contact details, i work for the company and we do respond to customers and if the letter doesnt reach us then no point blaming is there? might be worth sending via recorded delivery/something to back you up by.

 

Yes, of course I supplied them when I wrote to the company, I just trimmed it off here.

[chris-t-2k7]

Hello humandynamics

Just to get a better understanding of the problem your facing, How old is the laptop? When was your first repair? and when did it go faulty again?

 

I may be able to guide you further with the response to those questions.

 

Chris

Tech Guys

[humandynamics]

Hello humandynamics

Just to get a better understanding of the problem your facing, How old is the laptop? When was your first repair? and when did it go faulty again?

 

I may be able to guide you further with the response to those questions.

 

Chris

Tech Guys

 

Hi,

 

Laptop is now about 16 months old. Original problem started between 6 and 9 months - reported around that time, fixed and then started going wrong again just after a year - store manager at Medway said he could help and then did nothing, so I have lost all faith in DSG and related companies and cancelled my business contract there.

 

Peter

[chris-t-2k7]

Hello,

 

Although its a one year warranty, if the repair was carried out on the 12 month for example the warranty on that particular part (example touchpad) would be extended for 3 months.

 

May be worth writing to customer services as they may be able to sort this out for you, if this is the case. I can provide the address if you need it.

 

Chris

TG

[humandynamics]

I would have said that writing to the CEO should be sufficient.

[rebel11]

Hi Human

 

I think you need to e-mail the CEO, using the Sale of Goods Act, this is the Template:- http://www.consumerdirect.gov.uk/after_you_buy/making-complaint/template-letters/SGA1979/ .

 

This is info on the Sale of Goods Act:- http://www.consumerdirect.gov.uk/after_you_buy/know-your-rights/SGAknowyourrights/ - the important bit is the 6 years bit.

Amend the Template, add us much detail as possible. Try to personalise the Template.

I would also add CC: Trading Standards, xxxxx, xxxx, xxxxx, xxxx

xxxxxxx=find the address of your local office.

 

Here is the E-mail Address for the CEO, I believe it to be correct:- john.browett@dixons.co.uk

 

He should respond. Let us know how you get on.

[Surfer01]

Also remind them that under EU directive all electronic goods sold in any of the EU states has a TWO year warranty and Britain is one fo the EU states in case they havbe forgotten. Their 1 year warranty means absolute squat as it is an Unfair term and contary to EU law!

[chris-t-2k7]

I would have said that writing to the CEO should be sufficient.

 

Customer service will guarantee you a response.

 

Chris

[dx100uk]

Also remind them that under EU directive all electronic goods sold in any of the EU states has a TWO year warranty and Britain is one fo the EU states in case they havbe forgotten. Their 1 year warranty means absolute squat as it is an Unfair term and contary to EU law!

 

warrantly means nowt neither does this eu stuff.

 

SOGA clearly states [as pointed out above] that the product must last fora 'resonable time'.

16mts is not resonable for a laptop, repaired or otherwise.

 

it should be repaied FOC under SOGA rules.

 

dx

[Guest Old_andrew2018]

Have Pc world resolved your problem

[Portia 62]

Hi

 

I have a problem with PC World/TechGuys (an HP laptop funnily enough!!) .. and I am also awaiting a response from this CEO. Could you tell me what happened? Did they resolve your problem in the end?

 

Many thanks!

 

By the way ... to Chris @ 23/10/10 22:04 "Customer service will guarantee you a response" .... I have only had automated responses from them, asking for contact information which I have clearly already provided!!