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How long is reasonable to fix my laptop

amanda f Avatar
9y, 4m agoPosted 9 years, 4 months ago
My laptop was covered by the PC Performance from PC World when it went in to get fixed, but is now out of warranty as they have taking so long to fix it. :whistling:

It was collected from my house on 15th June and still no sign of it. I have rang them on numerous occasions now and it still in the workshop awaiting fixing apparently. They have told me that it needs a new motherboard as the USB port was broken and needs a new hard drive.

Now I think that having been without the laptop for over 4 weeks is diabolical, but they have told me it will be at least another week, probably longer but they can't give a date.

So how long is a reasonable length of time to wait for the damn thing to be repaired, please give me your opinion, am I just being unreasonable or not? :-(
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amanda f Avatar
9y, 4m agoPosted 9 years, 4 months ago
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#1
I don't know how it works now, but when I used to work for PCServiceCall, it was 6 weeks and then you could claim under the 6 week rule for a replacement if you met certain criteria such as phoning every few days to check status and such like (but, this was only under Coverplan, not in warranty).

I would contact the Customer Service number and have them quote you the terms and conditions of repairs under the warranty and see if there is anything you can pull them up on.
#2
28 days is the usual time, contact them asking for a refund, their policy is if they cannot fix it within 28 days they'll give you PC world vouchers for the cost of the laptop to buy a new one.
#3
Suggest you try your local CAB they will help you out. How old is your laptop?
#4
Good luck with PC World.

Biggest bunch of tossers i've ever heard of.
My mates Desktop has been in and out for months, with them refusing to replace it, and now they say it hasnt been delivered, delivery company says it has.
So basically they dont care, and tough.

Getting him to have a look at claiming against them.
#5
10 working day turn around is the norm but it all depends on your T&Cs
#6
Cheers for all your replies.

Yes, I did buy from PC World but it is 3 years old as I paid extra for extended warranty. I looked after it so well, never downloaded a thing and it even still has its protective film on the lid to stop it getting marked, so it looks nice and new and clean, just a bit knackered inside. Its been in and out of the repair shop for BSOD for the last year and a half, so unless its repaired probably I wouldn't mind a replacement to be honest.

I just found this on their website "If your product is beyond repair, or we can’t get the necessary parts and do the repair within 6 weeks days we’ll replace it. "

(Not sure what ...6 weeks days.... is supposed to mean, but assume that to mean 6 weeks.) If the 6 weeks starts from the day of my initial call, then 5 weeks will have elapsed on Monday, so I may get a new laptop, just wonder whether its worth me keeping my mouth shut and not ringing them, but hoping they don't fix it next week LOL:giggle:
#7
amanda f
Cheers for all your replies.

Yes, I did buy from PC World but it is 3 years old as I paid extra for extended warranty. I looked after it so well, never downloaded a thing and it even still has its protective film on the lid to stop it getting marked, so it looks nice and new and clean, just a bit knackered inside. Its been in and out of the repair shop for BSOD for the last year and a half, so unless its repaired probably I wouldn't mind a replacement to be honest.

I just found this on their website "If your product is beyond repair, or we can’t get the necessary parts and do the repair within 6 weeks days we’ll replace it. "

(Not sure what ...6 weeks days.... is supposed to mean, but assume that to mean 6 weeks.) If the 6 weeks starts from the day of my initial call, then 5 weeks will have elapsed on Monday, so I may get a new laptop, just wonder whether its worth me keeping my mouth shut and not ringing them, but hoping they don't fix it next week LOL:giggle:

When we used to fill out the 6 week requests, it was on there about you contacting them a reasonable amount of times to get updates on the situation.

Usually around 1 a week secured it, but I don't know how strict they are now (I was there 5 years ago).

Give them a ring with around 2-3 days to go, then after 6 weeks, contact them and bring it up. They'll take details and then you'll have to wait for a decision.
#8
amanda f
My laptop was covered by the PC Performance from PC World when it went in to get fixed, but is now out of warranty as they have taking so long to fix it. :whistling:

It was collected from my house on 15th June and still no sign of it. I have rang them on numerous occasions now and it still in the workshop awaiting fixing apparently. They have told me that it needs a new motherboard as the USB port was broken and needs a new hard drive.

Now I think that having been without the laptop for over 4 weeks is diabolical, but they have told me it will be at least another week, probably longer but they can't give a date.

So how long is a reasonable length of time to wait for the damn thing to be repaired, please give me your opinion, am I just being unreasonable or not? :-(


My sons laptops hard drive failed, was less than 12 months old, so covered under the PC world warranty, sent it off, but was not back after a month. I phoned at least a couple of times a week and got nowhere, it was always " in the workshop". Eventually I got so fed up I went into the store I bought it from, told them I was not happy, explained the situation, and they said as it was longer than 28 days that I was entitled to a free replacement, to the value of the original ( take your reciept with you ), so I chose a new better laptop for the same price. I let the repair line know, and they said they would cancel the return of the original.....................but lo and behold, 3 days later it turned up, so I've just kept it as "unsolicited goods".

May be worth going and haviing a word at the store, see what you can get??
#9
There's no excuse for delays on getting a hard drive replaced, it's a standard part which takes all of two minutes to physically replace and then it's just a case of restoring an image to it.

For more serious repairs such as a motherboard it can be time consuming for older laptops as it can be difficutl to get a hold of the part which is specific to that model of laptop. With PC World for standard parts (optical drive, HDD etc) it's usually around two weeks and four to six weeks for anything more serious. I don't use them myself but often have to clean up their mistakes for other people when the laptops have come back.

John
#10
Following all your very helpful advice and tips, I went into the PC World shop where the laptop was purchased this morning, which I probably wouldn't have dared do without your feedback. I quoted the SOGA which seemed to make the sales asst sit up and take me more seriously and agreed that almost 5 weeks is too long to wait etc. :whistling:

What they told me was that had the laptop been under 12 months old, then they would have given me a replacement if they hadn't fixed it within 28 days. However, as the laptop is now 3 years old, they will only give a replacement once 6 weeks have elapsed. The 6 weeks starts when the problem was reported, and they can do that instore. That means if said laptop doesn't arrive at my doorstep by Monday morning next week then I can choose a much better spec, all singing, all dancing laptop - fingers crossed. Not sure if it counts if I don't answer the door to the Parceline driver if he turns up though!! :giggle:
#11
well if its the same as the one I had with my tv, it tells you on the extended warranty that if its not fixed within 28days that they give you an exchange/vouchers

I had to play H*ll with them to get mine, but it was worth doing.

As long as it says on your t&c they cant do anything about it
banned#12
A new motherboard should not be required for a faulty USB port!
#13
That depends on the model of laptop, the current HP's that I repair have all the ports on the motherboard.
#14
It's an ei systems, model 3001 via 1.0 if that makes any difference :?
#15
csiman
A new motherboard should not be required for a faulty USB port!


It usually is in most cases I've seen (if not all), most ports are part of the motherboard which means if one fails the motherboard needs to be swapepd out.

John
banned#16
Johnmcl7
It usually is in most cases I've seen (if not all), most ports are part of the motherboard which means if one fails the motherboard needs to be swapepd out.

John

but you can get USB expansion cards which is quicker / cheaper than a whole new motherboard swap
#17
csiman
but you can get USB expansion cards which is quicker / cheaper than a whole new motherboard swap

But you're forgetting, that isn't the original configuration, as this would take up an expansion slot...

Therefore, they have to replace the motherboard to maintain the original configuration for the consumer.

Yes, it would be easy to sort out a USB Port, but if it takes away an expansion slot you may later require, kind of defeats the object of having them onboard no?
#18
Yippee dee doo dah!

I went into PC World today as laptop still not returned, apparantly it is still in the workshop awaiting parts, and so they have agreed to give me vouchers for a new laptop. However, they are saying the 42 days won't have elapsed until the end of today so need to go back again tomorrow, but hey, whats another day! :whistling:

I still think I may have a bit of a fight on my hands as they were saying in the shop that they only give a replacement laptop based on the price that it would have been had I bought it now and not 3 years ago, which they estimate to be £99.99!! As they don't sell any for this price I will end up with the cheapest they do sell. But I did hear from somewhere that they have to replace it for the value of the original when I bought it, which was £549 3 years ago. Are they trying to pull the wool over my eyes do you think? :?

Thanks again for all your replies, they have been invaluable and much appreciated.
banned#19
amanda f
Yippee dee doo dah!

I went into PC World today as laptop still not returned, apparantly it is still in the workshop awaiting parts, and so they have agreed to give me vouchers for a new laptop. However, they are saying the 42 days won't have elapsed until the end of today so need to go back again tomorrow, but hey, whats another day! :whistling:

I still think I may have a bit of a fight on my hands as they were saying in the shop that they only give a replacement laptop based on the price that it would have been had I bought it now and not 3 years ago, which they estimate to be £99.99!! As they don't sell any for this price I will end up with the cheapest they do sell. But I did hear from somewhere that they have to replace it for the value of the original when I bought it, which was £549 3 years ago. Are they trying to pull the wool over my eyes do you think? :?

Thanks again for all your replies, they have been invaluable and much appreciated.


You would be entitled to a replacement to the value you paid for it. You will obviously need to play hard ball here.

Insist on the full value for your replacement. If they decline, tell them you will have no alternative to take this through a small claims court, which will also have extra charges added to cover the costs of needing to take this action. Make sure if they dont give in, you take the details of the person involved an remind him of the poor way they have handled this from start to finish.

Good luck!
banned#20
csiman
but you can get USB expansion cards which is quicker / cheaper than a whole new motherboard swap


This would reduce the functionality. Fair enough if the reapir is at your expense, but not when it isnt.
#21
amanda f
Yippee dee doo dah!

I went into PC World today as laptop still not returned, apparantly it is still in the workshop awaiting parts, and so they have agreed to give me vouchers for a new laptop. However, they are saying the 42 days won't have elapsed until the end of today so need to go back again tomorrow, but hey, whats another day! :whistling:

I still think I may have a bit of a fight on my hands as they were saying in the shop that they only give a replacement laptop based on the price that it would have been had I bought it now and not 3 years ago, which they estimate to be £99.99!! As they don't sell any for this price I will end up with the cheapest they do sell. But I did hear from somewhere that they have to replace it for the value of the original when I bought it, which was £549 3 years ago. Are they trying to pull the wool over my eyes do you think? :?

Thanks again for all your replies, they have been invaluable and much appreciated.


Should get a replacement to the amount you paid - I had a problem with my Ipod, and upgraded to the new model because prices had changed :)
#22
As above, The vouchers should be to the value you paid originally, £549 should get you a nice machine!
#23
im having same kind of problem ceptmine is with a acer laptop. It has been broken over 2 months now they have sent it back 3 times already as repaired when it isnt and it goes straight back to them, it has had every single component replaced and still has problems (different than the original go figure they made it worse) last time i wrote to head office quoting the sales of good act and requesting a replacement, they wrote me a letter pretty much saying no way unless theyemed it unrepairable and then received a phone call the next day sayin the chief engineer had advised it was unrepairable and was recommending a replacement but would need to be approved by management which would be decided in a couple of days, rang back a couple days later no news, rang back consistently for the next 5 days and finally got told the replacement been refused it has been repaired. Got it back today the repair note stated exactly the same repairs as the previous one had started it up and straight away had same problem. Got straight back on to them and its goin bk for the 4th time tomorrow and they will re look at my replacement request .. and this is all on a laptop 8 months old sheesh!

anyone know where i stand with this?
#24
csiman
but you can get USB expansion cards which is quicker / cheaper than a whole new motherboard swap


That's not a repair though - if I send a machine away to get fixed I don't expect a stopgap which takes up an expansion slot.

John
#25
amanda f what is the update on your replacement, did you get a new one or not?
#26
Well you never guess what turned up on my doorstep on Tuesday at 11am (Day 43 of repair!)? Yep, my laptop.

Luckily, I had been on the phone to PC Performance at 9am when they reluctantly agreed to set the ball rolling for vouchers according to the 42 day rule. Cheeky b***ers, they must have fixed the damn thing on Monday afternoon (Day 42) and had it sent out for next day delivery, after having it for SIX WEEKS! :w00t: The laptop cover was scratched so deeply and badly, that I didn't even think it was mine to be honest and didn't accept delivery, so it went back. I know if I had signed I may have ended up keeping it and still getting my vouchers but I didn't want to take the risk to be honest.

So the latest is, that PC Performance have agreed that it wasn't fixed in the 42 days, and an email will be sent to Coverplan and they are the ones that will issue the vouchers for the full price that I originally payed, which will be posted out to me probably next week contrary to what they said in the shop. I still won't believe it until I see it though and have still spent many, many man hours on the phone making sure the emails are sent/received etc.

I was asked by someone at PC Performance btw how I found out about the 42 day rule, in a sort of voice of that suggested I shouldn't really know about this as it is a well kept secret!! Thank the lord for HotUKdeals eh :thumbsup:
[mod]#27
Glad you got it back...........finally. :thumbsup: In a roundabout way anyway. New laptop is better. :)
#28
Thats great news then!, Should be able to get a great laptop for £550!!!
#29
Similar happened to my mate, he got vouchers and then a day later a Hard Drive turned up at his door.
It aint going back lol.
#30
Shame it didnt arrive after you got the vouchers, a nice freebie.
#31
Just an update, and a bit of hope for anyone else in this situation!

My vouchers finally arrived today - for £599.99 yippee!! That is more than I paid for the original laptop and 3 year PC Performance warranty just over 3 years ago put together :-D

I felt like I did have a bit of a fight on my hands towards the end to actually get these vouchers, and have spent more than 8 hours on the phone to them over the last two weeks, being passed from one department to the other, but it seems the wait was worth it. ;-)
#32
That would buy a almost top of range laptop! core2duo id say and maybe with graphics card
#33
Congrats Amanda!, There are some bargains nice about, £599 will get a very nice laptop!
#34
I bought a pc from pc world in December 2007.
In May of 2009 it stopped working, as I had an extended warranty it was covered for repair.
To cut a very long story short, I had a total of 10 visits from their so called engineers, one more or at least as useless as the next.
Eventually they conceded that it was irreparable and told me they would give me vouchers to purchase another one.
A few weeks later when I had heard nothing I called to make enquiries and was told that they would not be issuing vouchers.
They collected it and repaired it to a reasonable standard, it has had to be repaired by them once, since.
It stopped working in May 2009 I got it back, repaired in December 2009.
No replacement was ever offered and I had to purchase a laptop, as I needed computer access.
I bought a Compaq from PC world, with a 24 month contract with "3" mobile broadband.
The broadband cost me £31 per month, the connection was so bad that I never, or hardly ever used it) The laptop also stopped working within about fifteen months of receiving it.
PC world told me it was not their responsibility as one year warranty had expired, "3" mobile broadband told me the same.

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