Refund policy on faulty laptops?

[ellen]

Hi,

Bought my first ever PC Specialist laptop in May and and excitedly waited for it until 1st June. Was really happy about PC Specialist because I needed Windows 8 Pro OS for my new job. The minute I got it, there was obviously a fault with it - the laptop made an incredibly loud buzzing noise whenever it was unplugged :-(

I called PCSpecialist who refused to take it back until I tried another battery (RMA number one), so I stay in another weekday to sign for the battery delivery. I received the battery in late June - surprise surprise, it doesn't fix the problem, and PC specialist agreed to collect my laptop the next day for RMA number two.

I get an email confirming that the motherboard needed replacing and got back my laptop a few days later. By this point, it's July - and guess what - it still makes a noise despite the repairs, although it's actually a different and louder buzzing noise...

PC Specialist agree to take my laptop back (RMA number 3) and have a look at it, and tell me they've sent me a laptop with new components after several weeks in early September. This one seemed to work until recently, when the fan started getting very very loud with very limited activity, and it's now started overheating when I'm just using word.

I called PC Specialist today and arranged for RMA number 4. I'm told on the phone that it will take at least a week to look at it, and I have no idea how I'm going to cope without a computer at work! The guy also told me they can't guarantee a refund even though it's had three separate problems, and wouldn't let me speak to a manager, saying I had to email a written complaint, even though the last time I did that after fault number two I never actually spoke to a manager. He also said I wouldn't get a refund for Windows 8 Pro because I'd activated it, which doesn't seem fair as I'm not going to be able to use it as the laptop's broken.

Is this right? It doesn't seem fair to potentially not refund or to leave me out of pocket if they don't refund Windows 8. I've already had to spend 6 days waiting at home for a delivery or collection to be dropped off due to these faults!

Thanks!

Ellen

 

[keynes]

I would contact PCS and ask to speak with the manager, explain the situation and you could indicate that since there have been so many RMAs requested you would prefer a refund instead, I would also send a recorded letter to PCS. It doesn't seem fair at all to me as well and if after the 4th RMA is not sorted I would suggest requesting a refund instead

 

[grimsbymatt]

You can transfer your Windows license to a new machine in the event of failure. I'm not sure what proof you need, though.

 

[ubuysa]

Have a good read of the T&Cs here.

 

[ellen]

Hmm, thanks ubuysa - I can see that the T&Cs cover activated operating systems, but doesn't that only apply to when you decide you want to cancel the contract rather than when the product is faulty? I bought the OS relying on the assumption that my laptop would actually work!

Appreciate the help

 

[bulkupman]

by the sat Ellen, can you tell us what the model and spec was including any graphics chip/card enhancement optional upgrades?

 

[mantadog]

You could keep the copy of windows 8 and transfer it to a new machine, you now own it as you have activated it. PCS cannot sell it on or send it back to the manufacturer (like they would do with any faulty hardware).

As far as how refunding works, generally they seem to only refund if you send it back in with the same problem twice. But 4 RMA's is probably getting to the point where they would consider it anyway. You may have to go through the formal channels, send a written request for a refund with explanations about why you think it is needed. Generally that's the best way to get in touch with someone who can do something about your refund.