Ghozer Posted March 28, 2013 Share Posted March 28, 2013 Under the first year, many manufacturers reserve the right to deal with faulty items themselves.. Some will allow PCWorld to repair themselves, however some (Asus, Sony, Toshiba) deal with them directly... PCWorld are allow to attempt repair (some makes), and if they carry out the repair themselves, they then charge the manufacturer for the repair! Those that this is not the case for, PCWorld's hands are pretty much tied as this is what the manufacturer has stated should happen if a fault is present... Within the first 21/28 days, PCWorld will directly exchange faulty items, but outside that it depends on what the manufacturer has specified! If the Manufacturer decides it's un-repairable, they will advise PCWorld to replace, and send a replacement in return... Beyond that, there's nothing you can really do... Complaints to PCWorld/Knowhow need to be made in writing to... Correspondence Team KNOWHOW PO Box 1686 Sheffield S2 5YB However, they may say just what I have said... Link to comment Share on other sites More sharing options...
El Cid Posted March 28, 2013 Share Posted March 28, 2013 Those that this is not the case for, PCWorld's hands are pretty much tied as this is what the manufacturer has stated should happen if a fault is present... The sale of goods act applies to the retailer, what ever agrement PC World have with the manufacturer. My PC freezes, the OP must understand that its not easy. But just be firm. Link to comment Share on other sites More sharing options...
denlin Posted March 28, 2013 Share Posted March 28, 2013 You summed that up very well and correctly Ghozer, how are you my friend? Long time no see:D Link to comment Share on other sites More sharing options...
Obelix Posted March 28, 2013 Share Posted March 28, 2013 It's irrelevant what ASUS and PCW decide - that cannot override statue law. In this case there have been a number of attempts to repair it and the OP's mother is perfectly entitled to reject it and require a refund. IF PCW don't want to play ball then a formal letter giving them 14 days notice, and then issuing court papers is the way forward, but you do have to be prepared to issue a summons for this as it does tend to go that way quite often with PCW, and indeed any of the Dixons group of stores. Link to comment Share on other sites More sharing options...
Ghozer Posted March 28, 2013 Share Posted March 28, 2013 It will be replaced (at stores/manages discretion) after a certain amount of time or number of repairs, but as I said, that's at the stores discretion as they would be taking a hit to their profits, and basically end up with a used/second hand laptop that they are unable to sell! Link to comment Share on other sites More sharing options...
alchresearch Posted March 28, 2013 Share Posted March 28, 2013 If the machine is inherently faulty then Asus will just reimburse PC World with a replacement. I don't know why PCW have to be so awkward, it does nothing for their PR. Link to comment Share on other sites More sharing options...
Ghozer Posted March 28, 2013 Share Posted March 28, 2013 If the machine is inherently faulty then Asus will just reimburse PC World with a replacement. I don't know why PCW have to be so awkward, it does nothing for their PR. It all depends on the problem wether it's classed as an inherent fault or not... for example, if the Hard Drive is faulty, it could be down to miss-use, which the manufacturer would be able to prove, and then repair or replacement would be denied as it could be the customers fault! an "inherent fault" would mean that many products the same, from the same product line/range would be faulty, not an individual item... Link to comment Share on other sites More sharing options...
Obelix Posted March 28, 2013 Share Posted March 28, 2013 It will be replaced (at stores/manages discretion) after a certain amount of time or number of repairs, but as I said, that's at the stores discretion as they would be taking a hit to their profits, and basically end up with a used/second hand laptop that they are unable to sell! My hearts bleeds for them. The law is quite clear that it is not at the managers discretion - if there is a fault within a short period of time, or a ongoing unresolvable fault then the purchaser is quite at liberty to require the store to provide a refund. Once the item has been accepted, then they lose that right but there is no way in this case that the item can be considered to be accepted. Link to comment Share on other sites More sharing options...
Bypassblade Posted March 28, 2013 Share Posted March 28, 2013 Problem What do I do if I have a faulty product? Problem In this guide Act quickly The onus is on the retailer Using guarantees and warranties print ⟱ email ✉ Next Steps Related Actions 7 Related Regulations 1 Related Problems 6 See all Problems If a product you’ve bought develops a fault you have the right to reject it and get your money back or you can have it repaired or replaced. The Sale of Goods Act states that products should be as described, of satisfactory quality and fit for purpose. Top Tips You have the right to reject your item and get a refund within four weeks of purchase You could also ask the retailer to repair or replace your item within six months of purchase You can also use your guarantee or warranty if your product develops a fault The onus is on the retailer In the first six months from when you buy something, the onus is on the seller to prove it was of satisfactory quality when you received it. If the seller simply says the problem must be due to something you've done, it's for them to prove that. If something is not of satisfactory quality you have the right have it replaced or repaired for free. You can ask the retailer to do either, but it can normally choose to do whichever would be cheapest. If the retailer refuses to repair the goods, you may have the right to arrange for someone else to repair it and then claim compensation from the retailer for the cost of doing this. If the retailer refuses to provide any remedy, such as replacing the item, you can either have your money back minus an amount for the use you've had of it, or keep the item and get a reduction on the price you paid. If the retailer fobs you off, or blames the manufacturer, think about using your guarantee or warranty. Link to comment Share on other sites More sharing options...
banjodeano Posted March 28, 2013 Share Posted March 28, 2013 They won't replace it, just keep saying its under guarantee with asus, not them. Are we expected to return it, have it repaired several times, until the guarantee runs out then left with a faulty laptop that keeps breaking. Okay...this is what you do to get the refund, go into the shop again and tell them that you want a full refund and you are tired of being messed about, and if they refuse, tell them you will go outside and tell every potential customer who enters the shop how shoddily they have treat you, if they refuse a refund then go outside and carry out your threat, within no time at all they will call you back into the shop to discuss the matter further :thumbsup: sometimes you just have to be proactive :thumbsup: Link to comment Share on other sites More sharing options...
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