Steve Green
04-05-2007, 03:00 PM
Hi,
not sure if this is OT, but I have been having untold problems with a replacement machine that was subsituted for a laptop that was in turn lost by a courier when going in for service.
I have been having problems with faults, missing components, wrong OS, all sorts over the past 3 months, and have had enough.
The company is refusing a refund, instead offering a replacement. I have just lost faith in their ability to deliver a product after my experience with them.
Here's what has happened so far....
The bare bones of the matter are that I have been without a fully-working machine sine 9th January.
My original laptop was sent for a repair to the case under warranty, and at the same time I asked for a RAM and HD upgrade, this was done in Summer 2006.
When the machine was returned it had developed a flickering screen which eventually got so bad I had to send it in for a repair on January 09 2007 - by this time, the case had cracked again.
During the next week, the courier managed to lose the original machine and a claim was put in for the missing machine.
Eventually the claim was processed and a replacement machine was built (different model, slightly quicker). At various stages I contacted you to establish that it would match specs of the original machine with respect to RAM and HD capacity (since that had been upgraded)
I received the machine, but it wouldn't boot. As requested I tried re-seating the RAM, and trying just one stick. It wouldn't boot. I also noticed that it was short of the second HD, even though I had queried this. I also noticed that it appeared to have a lower-spec screen compared to the original. This was hard to test since I couldn't boot the machine.
The machine was returned to base.
When I got it back, the machine booted, and the screen had been replaced and the second HD added.
Unfortunately the OS was incorrect (XP Home instead of XP Pro)
A staff member attempted to talk me through a re-install of the OS, but then discovered I had been sent the incorrect CD for that machine as it had a RAID.
I asked for the machine to be picked up for you to sort out.
After a while the machine returned.
XP Pro was now on, but unfortunately the speakers weren't working properly, and the headphone socket didn't work at all and no antivirus was installed.
The machine also had a different graphics card to the one stated on the base of the machine and the shipping list, ATI instead of Nvidia.
During one of the returns I found that the machine was actually turned on when it arrived (which I am sure is not particularly healthy)
At this stage I had been without a working machine for quite a while, and I had to work onsite with something, even though it had faults. During this time the machine also Bluescreened 3 times, losing work in the process.
After this job was finished, I returned the machine yet again to have the remaining faults looked at, and the latest machine arrived on Tuesday 3th April. On booting, the machine had problems connecting to my wireless network - the screen blanked, pointer froze for 5 seconds and then returned. And then the machine bluescreened with an error related to the nvidia card. This was within half an hour of receiving it.
It has now been almost 3 months since my original machine went off for repair, and I have just had enough.
I've had promise after promise that it will be right this time - I really think I'm entitled to a refund as I feel jinxed dealing with your company. Why should I believe that a replacement machine is going to be any better? When I asked for alternatives, I was told I could have one with a smaller screen - which is unacceptable, or I could pay extra to upgrade to a different machine.
So.... does anyone know if I am within my rights in the UK to ask for a refund?
Thanks,
Steve
not sure if this is OT, but I have been having untold problems with a replacement machine that was subsituted for a laptop that was in turn lost by a courier when going in for service.
I have been having problems with faults, missing components, wrong OS, all sorts over the past 3 months, and have had enough.
The company is refusing a refund, instead offering a replacement. I have just lost faith in their ability to deliver a product after my experience with them.
Here's what has happened so far....
The bare bones of the matter are that I have been without a fully-working machine sine 9th January.
My original laptop was sent for a repair to the case under warranty, and at the same time I asked for a RAM and HD upgrade, this was done in Summer 2006.
When the machine was returned it had developed a flickering screen which eventually got so bad I had to send it in for a repair on January 09 2007 - by this time, the case had cracked again.
During the next week, the courier managed to lose the original machine and a claim was put in for the missing machine.
Eventually the claim was processed and a replacement machine was built (different model, slightly quicker). At various stages I contacted you to establish that it would match specs of the original machine with respect to RAM and HD capacity (since that had been upgraded)
I received the machine, but it wouldn't boot. As requested I tried re-seating the RAM, and trying just one stick. It wouldn't boot. I also noticed that it was short of the second HD, even though I had queried this. I also noticed that it appeared to have a lower-spec screen compared to the original. This was hard to test since I couldn't boot the machine.
The machine was returned to base.
When I got it back, the machine booted, and the screen had been replaced and the second HD added.
Unfortunately the OS was incorrect (XP Home instead of XP Pro)
A staff member attempted to talk me through a re-install of the OS, but then discovered I had been sent the incorrect CD for that machine as it had a RAID.
I asked for the machine to be picked up for you to sort out.
After a while the machine returned.
XP Pro was now on, but unfortunately the speakers weren't working properly, and the headphone socket didn't work at all and no antivirus was installed.
The machine also had a different graphics card to the one stated on the base of the machine and the shipping list, ATI instead of Nvidia.
During one of the returns I found that the machine was actually turned on when it arrived (which I am sure is not particularly healthy)
At this stage I had been without a working machine for quite a while, and I had to work onsite with something, even though it had faults. During this time the machine also Bluescreened 3 times, losing work in the process.
After this job was finished, I returned the machine yet again to have the remaining faults looked at, and the latest machine arrived on Tuesday 3th April. On booting, the machine had problems connecting to my wireless network - the screen blanked, pointer froze for 5 seconds and then returned. And then the machine bluescreened with an error related to the nvidia card. This was within half an hour of receiving it.
It has now been almost 3 months since my original machine went off for repair, and I have just had enough.
I've had promise after promise that it will be right this time - I really think I'm entitled to a refund as I feel jinxed dealing with your company. Why should I believe that a replacement machine is going to be any better? When I asked for alternatives, I was told I could have one with a smaller screen - which is unacceptable, or I could pay extra to upgrade to a different machine.
So.... does anyone know if I am within my rights in the UK to ask for a refund?
Thanks,
Steve