PC World Won't Repair/Refund After 28 Days

[demon_x_slash]

[jampot]

Please stop spouting this drivel. You have confused yourself. The SOGA isn't open to interpretation per se.

 

What you ARE doing is making life a lot more difficult for other members of this forum, who may NOT be aware of the law.

 

We don't need to hear any more on what your interpretation of the SOGA is. There are countless more experienced and qualified people on here who can interpret it (correctly) for the benefit of everyone else.

[rosiecotton]

the contract is with the company and all legal actions are with the company. the local stores can advise and help but legally are not binded to the contract. by them mentioning a contact to call or repair service to use they are helping. this is a customer satisfaction issue. legally they don't have to do a thing.

 

Holy Mary mother of God :o

 

I *think* that might be the best one yet.

 

These posts should really come with a warning, they are so wrong it's unbelievable.

[h4x3r]

Hi all,

 

I just took my faulty printer back to PC World today. I bought it on the 8th March, so it's not even 2 months old yet. The fault isn't down to me.

 

Assistant told me that they won't refund or repair it because it is out of their warranty period which is 28 days, so I need to contact manufacturer.

 

Is this legal?

 

As I understand, Under the Sale Of Goods Act, if a fault appears in the first 6 months I'm entitled to a repair or a replacement from the RETAILER, not the manufacturer.

 

Are they legally entitled to fob me off to the manufacturer less than 2 months after I bought it?

 

THANKS!

 

 

You couldnt fight for a refund but PC World are the most stubborn company but they DO give replacements on printers for sure.

 

Take it down speak to manager he has to give a replacement its there company policy!

[Bookworm]

Holy Mary mother of God :o

 

I *think* that might be the best one yet.

 

These posts should really come with a warning, they are so wrong it's unbelievable.

 

[Guest retailerpointofview]

So if the contract is with the local store/representatives/agents of the company then why aint the farepack customers trying to chace the door to door sales guys who represented the company and SOLD the farepack service to them.. ???

 

if your local retail store was to relocate/ close? who would you go to?

 

if there was a queue of 50 people outside the store trying to buy something would you wait in line knowing full well they dont have spare parts, and time to deal with it. or would you phone their head office to get an engineer next business day?

 

the contract is with the company. if the store was to close you have not lost anything. as its with the company.

 

the store are advisors or agents of the company they dont have direct contact or authorisation to repair 80% of faults instore. your best fastest, cheapest, least inconvenient option is to sit at home and call them.

 

i cannot see why people cant see how calling the head office as bad advice. with global warming etc prices of petrol and congestion charges in most places now you still prefer to get in your cars and travel to a store who 80% of the time all they do is make a phone call to their head office and then wait a week before an engineer turns up.

 

save petrol, save the environment, save stress levels not having to talk to the untrained staff.. go over their heads speak to their superiors at head office.

 

if you live 20 mile away from a store that is a 40 mile round trip to leave it with them. and another 40 mile trip to pick it up. 80 miles think of how much petrol it is. 80 miles on the motorway is a hours journey in total. on main town roads is 2 hours 40 minutes. how much is your time worth??

a phone call at 0870 is cheaper. using 0800 is cheaper again. if they then say the store can deal with it same day then go to the store.

 

other things to note the more complaints they have to head office the more pressure head office will have to supply the staff with instore engineers, parts and the authority to allow swaps instore same day.

 

it does not say anywhere that the store has to deal with it. it says the seller has to find a remedy. which is fast, least inconvenient and no cost to buyer. asking you to call their repairer direct is a remedy, it is faster then the store doing it. and least inconvenient.

 

if you dont want to call the manufacturer direct call head office. it IS A FACT that at store level if they call the manufacturer or if you called them and said you will leave the item in a store for them to pick up. the repairer classes this as store display stock and not customer stock and so they don't rush the repair.

 

one phone call.. there is nothing illegal about one phonecall. so it is not bad advice. you advise about going into store spouting "i know my rights" is just causing arguments.

 

your rights are with the company. the comapny will deal with it but you prefer to go to a representative/agent who does not have the expereince, parts or authority to deal with it.

 

imagine its a local car garage. there is a secretary(store), the manager(company) and the mechanic(repairer). what some people are proposing is that you go upto the secretary and say "i know my rights, i want you to deal with it NOW". no the secretary does not have the expertise to deal with it, nor the time or the parts. she can in reasonable time finish what she was doing then go contact the manufacturer or the mechanic. if she is not able to contact the manager (company) straight away while you wait but says here is his phone number you can contact him. or joe the mechanic here is his phone number you can contact him.. would you prefer to call them or wait how ever long it is (upto a month) before you shout out "ill take you to court"

 

you prefering to wait is you agreeing to extend reasonable time. because they give you a fast solution to call the repairers or head office but you prefer to wait.

 

i cannot see why you prefer to go to the store rather then make a call.

UNLESS you actually prefer going to court rather then having it fixed

UNLESS you like arguing over something they cant deal with instore

UNLESS you have nothing better to do.

 

i personally gave up dealing with manufacturers as their repair times and their policies caused many issues around the reasonable time. along with data protection act the repair center wanted to talk directly with the customer not via me.

 

the stores do not say fork off no one will help unless you pay us £300. they jsut tell you a phone number to ring to get it dealt with in days not weeks..

 

where are your problems

[Guest retailerpointofview]

not open to interpretation.

 

most of you have admitted this so far.

that you have received TRAINING. another poster admits that he has to talk to his lecturer. another has eperience of retail. out of the 5 people that complain most about my post 3 are not fully trained solicitors. two (atleast) of which dont have degree's and you are on about spouting bad advice. Everyone thinks they know the law but depending on the situation and the context is is used CAN be interpretted differeintly.

 

pcworld local stores do not have the time, engineers or parts to fix inhouse. so your best bet is always to call head office FIRST. if head office was to say that the store can deal with it then fine go to the store. but what i am saying is this AGAIN

 

as long as the company finds a solution within reasonable time, least inconvenient and no cost to buyer SOGA is in tact.

 

you can wait all year demanding the store fix it themselves. but they cant so keep waiting. if you choose to ignore their advice to contact their repair service or head office then you are choosing to not get it repaired.

 

you seem to prefer arguing and pretending you know your rights and how they are used in the real world.

 

for everyone else reading.

if you want the fastest solution to get it fixed call their head office. use saynoto0870.com to find their 0800 number. they will tell you who can and cannot deal with it.

 

if you prefer it not fixed, waste a month of your life and then attempt to take them to court. then find a division of the company that cannot deal with it. and demand that division as they are part of the company they must deal with it. knowing full well they cant!! make sure you do not go to the part that can deal with it. always find the part that cannot and waste your life away.

 

thank you

 

i know of 3 judges in small claims. yes small claims. yes the people who you lot advice the consumers who come to here to take the retailers.

 

so id believe 3 judges advice over 50 of you.

 

your advice you have given consumers is broken down to this

"if you go to part of the comapny that cannot deal with it and pester them. get agressive etc this will waste time. then you can write a letter to head office saying "you want it rectified in 14 days from today" knowing full well you have the product with YOU so it cannot be physically rectified in time

 

you all know that letters take ages to get delivered via royal mail. you all know that some get lost. you all know that the companies need time to get through the pile of mail and then more time to action it. and then reply back which again takes time or gets lost.

 

you are using the failings of the system to deliberatly take companies to court. one simple phone call solves it!!!

[Darren]

imagine its a local car garage. there is a secretary(store), the manager(company) and the mechanic(repairer). what some people are proposing is that you go upto the secretary and say "i know my rights, i want you to deal with it NOW". no the secretary does not have the expertise to deal with it, nor the time or the parts. she can in reasonable time finish what she was doing then go contact the manufacturer or the mechanic. if she is not able to contact the manager (company) straight away while you wait but says here is his phone number you can contact him. or joe the mechanic here is his phone number you can contact him.. would you prefer to call them or wait how ever long it is (upto a month) before you shout out "ill take you to court"

 

 

A friend of mine works as a service receptionist at a main dealers, and yes she doesn't have the knowledge to fix customers cars but she has never told the customer to call the manufacturer in Germany and deal with them direct

[Guest retailerpointofview]

A friend of mine works as a service receptionist at a main dealers, and yes she doesn't have the knowledge to fix customers cars but she has never told the customer to call the manufacturer in Germany and deal with them direct

 

read my post again. it says the secretary would ask you to call the engineer. in a car garage the engineer is inhouse so ofcourse your friend would not ask you to call germany. but pcworld store dont have inhouse engineers so you have to call the engineer, where ever that may be.

[reidnet]

pcworld store dont have inhouse engineers so you have to call the engineer, where ever that may be.

 

 

So what are the Instore PC Clinics run by ... Cleaners ?... Might as well be though..lol

[Bookworm]

 

most of you have admitted this so far.

that you have received TRAINING. another poster admits that he has to talk to his lecturer. another has eperience of retail. out of the 5 people that complain most about my post 3 are not fully trained solicitors. two (atleast) of which dont have degree's and you are on about spouting bad advice. Everyone thinks they know the law but depending on the situation and the context is is used CAN be interpretted differeintly.

And you have so far given as your "qualification", a) that you have a shop, b) that you know 3 judges.

Well, *I* know 1/2 dozen doctors, that doesn't qualify me for practising open heart surgery. :grin:

 

You can say what you like, (and seemingly do), but the fact remains that every piece of "advice", and in your case, I use the word very loosely indeed, has been aimed at reducing the retailer's liability at the detriment of the customer. Thankfully, there are people whose advice is both accurate and clearer. The fact that you try to denigrate their qualifications to make yourself look more authoritative says it all, really.

[platinum]

This started off as a question about whether PC World was acting legally. The answer appears to be "no".

 

I think, since it sells compatible ink cartridges, PC world would be hard pressed to persuade a court that it was entitled to reject a complaint that a printer had failed on that point.

 

Presumably it is an A4 printer and under £100. If it is over £100, it is worth buying on your credit card (and paying off to avoid interest charges). This makes the credit card provider jointly liable and, if the retailer won't sort it out, you can complain to the credit card company and, if necessary, take them to the Financial Ombudsman Service.

 

I bought my PC from E-buyer last December and it developed a fault. I contacted them to ask if they would like me to take it to a local authorised repairer and their response was to tell me I could if I wanted but if I preferred, I could send it back and they would despatch a replacement within 48 hours. In fact I was able to trace the replacements progress on their website and it was sent out about 4 hours before the old one went back.

 

I did have the inconvenience of having to securely delete everything and reinstall it onto the replacement but I was only without a computer for a day.

 

Oh yes - for the benefit of anybody wondering, I run a business which specialises in helping businesses address complaints from retail customers. Much as I would like to put a link to my website, I am not going to because the site rules say I cannot.

 

Finally, the argument about what Microsoft may or may not have packaged seems to me to be way off topic. Whilst I would not wish to prevent such a debate, I don't think this thread is really the place for it.

[sequenci]

retailpointofview - have you not heard of the "overiding objective"?

[demon_x_slash]

Yes, he thinks it means not interfering with less-evolved life forms.

[Shoestring]

I would offer the view point that retailpointofview may not be doing so well in his chosen business based on two considerations: a) the amount of time he has available to dedicate to this forum and b) his overriding resistance to retail responsibility?

 

What he would like to do, if I read between the lines correctly, is to operate the sales cash till with his ears attuned to the luvvely sound of notes folding and coins clinking together and nothing else at all - no after sales service etc., no responsibility for faulty goods, wilfull blindness to what the law says he must do etc. He is content to palm his responsibilities off on to the manufacturers.

 

But customers once bitten soon become twice shy and have a nasty tendency to vote with their feet. Sooner or later reality intrudes and the greed dream dissolves.

 

Shoestring

[StormWarrior]

Platinum, Sorry for going off-topic.

 

I just get so annoyed at people who spout the rubbish this guy does.

Thats why I'm taking Pat's advice and

waste no more bandwidth on this clown.

[Darren]

 

I just get so annoyed at people who spout the rubbish this guy does.

Thats why I'm taking Pat's advice and

 

I totally agree.

 

He sounds like his retail experience has come from watching 'open all hours' and his business degree from 'la la land', the judges he knows are judge john deed..................... need I go on

 

This is definately a wind up were all on 'you've been framed'

[Guest retailerpointofview]

I would offer the view point that retailpointofview may not be doing so well in his chosen business based on two considerations: a) the amount of time he has available to dedicate to this forum and b) his overriding resistance to retail responsibility?

 

What he would like to do, if I read between the lines correctly, is to operate the sales cash till with his ears attuned to the luvvely sound of notes folding and coins clinking together and nothing else at all - no after sales service etc., no responsibility for faulty goods, wilfull blindness to what the law says he must do etc. He is content to palm his responsibilities off on to the manufacturers.

 

But customers once bitten soon become twice shy and have a nasty tendency to vote with their feet. Sooner or later reality intrudes and the greed dream dissolves.

 

Shoestring

 

actually reading my comments you will see i mention time and time again that i am a sole trader. i deal with the issues directly. i no longer buy manufactured computers i build them myself.

 

i have spare parts in the back office for all the computer i ever sell. i even give my custoemrs the options to refund replace or repair. i do not demand nothing from my customers apart from respect.

 

read my comments next time. shows how much you read if you not even see the points i made about my own business.

 

also your comment about once bitten twice shy. your absolutely right. i dont make much more then £10 on a £500 PC, where i make my money from is the extra's like software and cd's. so i want my customers to return because thats when i make my money.

yes every business loves the sound of money. infact every person loves money. but small businesses rely on repeat trade and good customer service tosurvive. you have no idea how retail works you honestly believe that a business can survive by making a computer and pushing them out of the door not caring. [edited].

its a known fact that a good customer has a network of friends or relatives of about 10 people on average. if they have a good experience they may tell one of them. if they have a bad expereince they tell all 10.

 

it does not profit to **** customers off and tell them to fork off.

 

the only thing i do not like is customers who demand the world when legaly they are not entitled to it but demand its their legal rights.

 

for instance.

one customer who's printer packed up wanted me to reimburse them 20 sets of ink cartridges because thats how many they used perfectly fine before the printer packed up but because someone told them its their rights for a refund of all their consumables they ever used over those 18 months they were having a 5yo todler tantrum shouting "i know my rights".

 

i do not like mis-informed customers.

 

i especially dont like websites that mis-inform consumers.

 

in my case i am the person to see as i am the owner of the goods. i am the party that can deal with it.

 

in bigger organisations the contract is with the previous owner of the goods (the comapny HQ). going to a representative of the company can give you advice or assistance for the fastest methd of getting it sorted but it is always best to get the advice of the main man, the top cheese.

 

the representatives are not legally binded to deal with it themselves, then can advice as this is classed as good customer service but they dont have to deal with it themselve. a prime example i employ a 18yo chap to leaflet the surrounding housing estates door to door. he is classed as an employee of my company. you honestly think i want him dealing with the issue. no thanks. come to me

 

the stores cannot deal with 80% of faults. if they wished to because they have other customers machines in for backups upgrades etc they could book in a timeslot just to inspect your faulty product. then call the repair service with your contact details. the repair service then calls you to arrange a courier service. but that itself can take weeks.

 

one phone call to the owner, the headquarters, head office, top cheese, can sort it out faster. dealing with it instore is the most inconvenient option of all in 80% of cases. next day repair inhome or courior service is least inconvenient.

 

it is not illegal to call head office infact its the most legal route of all.. use saynoto0870.com and it dont cost you a penny

[Darren]

i do not like mis-informed customers.

 

i especially dont like websites that mis-inform consumers.

 

 

The only mis-information is coming from you - so why dont you STOP

 

If you dont like this website why do you spend so much time on it.

[platinum]

Is anybody else getting personal messages from retailpointofview that are irrelevant to the point they made?

[Parva]

The "most legal route of all" is to return it to where you bought it and have them deal with it! You keep banging on about phoning Head Office but what happens then? One of two things, they tell you to take it back to the store (20 minutes wasted on a phone call) or they advise you that a courier will pick it up in a couple of days and you might get it back next month.

 

If I lived out in the sticks somewhere than that option may suit me better but I'm sure most people are within a 20-30 minute drive of the store they purchased the product from and I for one would prefer to deal with a person face to face. I don't care if the store themselves cannot fix it, that is not my problem! I give it to them and I return later to collect my repaired goods. Oh and in reference to something you said earlier about stores not being authorised to apply refunds, wrong again.

[Guest retailerpointofview]

The "most legal route of all" is to return it to where you bought it and have them deal with it!

wasting petrol especially if it cant be replaced that day

You keep banging on about phoning Head Office but what happens then? One of two things, they tell you to take it back to the store (20 minutes wasted on a phone call)

if it is a busy saturday they can simply book it in and look at it on monday when its quiet.

but you can use this phone call as ammo and so the instore staff dont need to inspect or book it in to be tested when they are free.. it gets dealt with whiile you wait.

or they advise you that a courier will pick it up in a couple of days and you might get it back next month.

or the store staff call their head office who then call you back in 48 hours. then when you receive that phone call you are then told "that a courier will pick it up in a couple of days and you might get it back next month."

 

I don't care if the store themselves cannot fix it, that is not my problem!

being without your product for longer then dealing directly with head office aint your problem. fne be without it for a few weeks i prefer getting things working and using it then being without.

 

I give it to them and I return later to collect my repaired goods. Oh and in reference to something you said earlier about stores not being authorised to apply refunds, wrong again.

 

within the first 28days the store can offer refunds. but after this point they need authorisation from head office.

i wish you lot knew of the internal departments of big businesses. the company head office telephones have the direct contact with the repair centre. they are available 24/7 too.

stores are not open 24/7.

stores can take many days or weeks before it even gets to the repair centre.

then you have to waste further petrol again to pick it up.

call head office for the fastest solution. for pc and laptop faults especially. generally as their literature states if its over £100 call the head office for the best solution.

i am just informing consumers of the FASTEST and least inconvenient solution. your advice to waste consumers time and petrol where it can be dealt with sooner is just stupid and not needed.

consumers want solutions to get it fixed. not methods to delay repairs just to take them to court

[Parva]

Crikey! If the girl on the sales desk can't refund me for the tin of beans then I'll speak to the manager! At least I will be there face to face and dealing with somebody.

 

Call Head Office is what you repeatedly spout. WHY? The contract is with the store, they HAVE to arrange the repair whether they have in-house facilities or not! Do you not understand that 99% of the public would prefer to go back to the shop where they bought the item rather than talk to some faceless automaton on an 0870 number that will in all likelihood just tell you to return it to the store anyway???

 

I give up, I really do!

[Parva]

Now I wonder why you very quickly edited out the Sainsbury's beans comment......

[StormWarrior]

i no longer buy manufactured computers i build them myself.

i dont make much more then £10 on a £500 PC,

 

If that is as far as you have got with a business degree, then I humbly suggest that you look for another employment.

 

Are you a NASCR or PCA member, if so you would be better using your time to get some pointers from thier forums, instead of propogating your own interpretation of the law here.

 

Anyway, if yor making £10 on a £500 PC, then drop me a line and I'll get one of my companies to supply you and you can make £50 on each, and I'll still make more than you on each one!