Chances of receiving a refund out of warranty?

[njz]

Hey all,

I've had my laptop for about 1.5 years now and will have to ship it back to PCS for the fourth time tomorrow as it's had multiple problems since first receiving it. Before submitting the RMA, I spoke with PCS to put in a refund request and the adviser told me that whether a refund is offered will be up to the RMA manager and that I'll hear back next week when normal operations resume.

I was just wondering if anyone has any experience with this? The current issue is that there was a fault with the motherboard, which PCS replaced, but the issue reoccurred within hours of receiving the laptop back from them and the laptop will not start at all. At this point, with it being my 4th RMA, I'm just tired of the hassle this laptop has been and would rather just get the refund and buy elsewhere, or have the laptop exchanged for one of the same value. But I'm concerned that the RMA manager will decline the refund, despite the laptop not being fit for purpose, and that I'll be stuck with an expensive but useless laptop.

Can anyone offer insight into this? Has anyone else had a refund after the initial cooling off period or after the 1 year warranty is up? If so, how did it go?

(My model is Optimus Series 13.3" W230ST in case that's somehow important)

Thanks

 

[keynes]

I don't have an experience with your request but from previous posts I really doubt that will happen. From the t&c they don't have any obligation to provide a refund. I think there have been cases of refunds due to multiple RMAs in the first few months since the purchase took place.

 

[njz]

Thanks for your quick reply. I thought it might be unlikely, but hoped they might be willing to do a refund as it wastes both my time/money and theirs to be sending it back and forth.

Surely if the motherboard is replaced again and the issue reoccurs, I'd have a case for an exchange/refund? I realise my warranty is up but it breaches the Sale of Goods Act (here in the UK) if the laptop doesn't work for a reasonable amount of time since purchase. Would rather not have to pursue this through lawyers and court, however.

 

[mantadog]

I cant speak for PCS but I have seen in the past when a machine has been submitted for an RMA, but not repaired properly, that they do have an option offer a refund. Basically if you send the machine back and they say it was a fault with the (for example) power supply that was frying the motherboards, they may offer a refund as they perhaps should have spotted that first time round. However that is very rare and most often happens within a few months of purchase rather than after a year.

I suspect you will not be offered a refund. I'm not going to get into if that right or wrong but I do hope you can reach a satisfactory conclusion.

 

[njz]

I see. Do you mind me asking about exchanges, if you happen to know about those? If a refund is unlikely, as you say, then I would be willing to have it exchanged for a refurbished machine. However, it looks like they no longer sell the model I have so I don't know if this is even a possibility since I'm also out of warranty. Do PCS offer exchanges with models with similar specs?

 

[mantadog]

Everything is open to negotiation as far as I'm aware, that's not to say it would be possible though. As I'm sure you're aware each case would have to be taken on its own merits.

I have seen people offered rebuilds in rare cases, but I really don't see this happening in your case due to the length of time that has passed since purchase and the fact they no longer sell that model.

Do you know if they replaced the motherboard last time, its possible they carried out a repair and that repair has not worked. In which case you may be in a stronger position to negotiate a refund or replacement. The details of work done should be available to you in your account or in with the machine when it was returned to you.

 

[njz]

Do you know if they replaced the motherboard last time, its possible they carried out a repair and that repair has not worked. In which case you may be in a stronger position to negotiate a refund or replacement.

Do you mean for a refund/replacement of the cost of the motherboard, or a refund/replacement for the entire machine?

The details of work done should be available to you in your account or in with the machine when it was returned to you.

Unfortunately, all I was told in the RMA report was that the issue (the laptop not starting up at all) was caused by a "fault" on the motherboard. The notes say the motherboard was replaced, the BIOS updated (which I requested), and then testing carried out before dispatch back to me. I might ask them to be more specific about the fault.

 

[keynes]

Do you mean for a refund/replacement of the cost of the motherboard, or a refund/replacement for the entire machine?



Unfortunately, all I was told in the RMA report was that the issue (the laptop not starting up at all) was caused by a "fault" on the motherboard. The notes say the motherboard was replaced, the BIOS updated (which I requested), and then testing carried out before dispatch back to me. I might ask them to be more specific about the fault.

I don't think us speculating would help. It works as a case by case basis, you are better off waiting for them or call them for an update

 

[njz]

Fair enough. I'm just upset that this has happened on such an expensive (for me, anyway) laptop in less than 2 years while my older laptop from a different retailer is still going strong after more than 7, but you're right that I'll just have to be patient and see what PCS have to say.

Thank you both for your input.

 

[mantadog]

Do you mean for a refund/replacement of the cost of the motherboard, or a refund/replacement for the entire machine?

Both, no guarantees though.

In the past when things like this have blown up on the forum and multiple repairs have been needed on the same component its worked something like this.

1. A single repair and customer not happy = tough luck
2. A single replaced component that then fails again and is replaced a 2nd time and the customer wants a refund = still tough luck
3. As number 2 but said component fails a 3rd time = a negotiation between PCS and customer about refunds/replacments.

4. Customer sends in a machine for a single/multiple repair, PCS replace or repair the wrong component and as a result machine is returned still not working = negotiation of a refund/rebuild.

Nothing is cut and dry, every situation is treated on its own merits. As I've said already the fact its so long after purchase makes it much muddier.

If PCS have already replaced the motherboard and it has failed again its down to incredibly bad luck or something else is frying it. if you can find whats frying it and PCS should have know about it on the first repair then you might have a case.

 

[njz]

If PCS have already replaced the motherboard and it has failed again its down to incredibly bad luck or something else is frying it. if you can find whats frying it and PCS should have know about it on the first repair then you might have a case.

I don't know enough about laptops to figure out for myself what's causing the motherboard to fail, so I'll wait for an update on the RMA and see what PCS say.

Thank you again.

 

[Ozric]

It's threads like these that put me off (definitely delaying) paying that bit extra for a customisable PC. If a specialist company can't sort something out in more than a year, then where is the incentive to shell out the extra readies for such a product?

I appreciate their are a lot of happy customers but it's how companies deal with situations when things they go wrong that is just as important. Hope you get things sorted. :yes:

 

[keynes]

It's threads like these that put me off (definitely delaying) paying that bit extra for a customisable PC. If a specialist company can't sort something out in more than a year, then where is the incentive to shell out the extra readies for such a product?

I appreciate their are a lot of happy customers but it's how companies deal with situations when things they go wrong that is just as important. Hope you get things sorted. :yes:

Warranty is out and there were attempts to resolve the issue since there were numerous RMAs. While I don't doubt any issues highlighted by the OP there are always 2 side of a story. There has not been a reply from PCS yet as the OP has not updated the thread , isn't it too soon to judge?

 

[Ozric]

Too soon? Depends on the individual. If it was me I wouldn't be too happy having to keep sending back an item with the same fault to a specialist firm. Seems a bit odd. Or just plain unlucky.

Anyway, actions speak louder than words so I genuinely hope the op can get it sorted with PCS.

 

[njz]

Just to clarify: the 4 RMAs are not for the same issue. The first two were for something else, and these current two are for the motherboard issue.

It's threads like these that put me off (definitely delaying) paying that bit extra for a customisable PC. If a specialist company can't sort something out in more than a year, then where is the incentive to shell out the extra readies for such a product?

I would be a little cautious, but I wouldn't put the blame on PCS. I think I've just been one of the unlucky ones and PCS have, for the most part, been helpful and polite. That said, I would expect any retailer in the UK to honour the Sale of Goods Act should a product fail after the warranty is up, though not many do. I'll update this thread when I hear back from them with a decision next week.

Also, if you're worried: I'd suggest buying the extended warranty.

If it was me I wouldn't be too happy having to keep sending back an item with the same fault to a specialist firm. Seems a bit odd. Or just plain unlucky.

I'm really not happy with this as I keep having to do a clean install and thus lose all my files each time. I have them backed up, of course, but it's a hassle having to download and reinstall software and get everything set up all over again each time. That, plus having to take time off work each time I need to send/receive the laptop, has gotten very annoying.

But as keynes said, I haven't heard back from PCS yet, so it is too soon to make a judgement on them.

Anyway, actions speak louder than words so I genuinely hope the op can get it sorted with PCS.

Thanks. I'm hoping I'll be pleasantly surprised and PCS will offer the refund/replacement, but only time will tell.

 

[_Rob_]

I don't know if you are being fair and reasonable or not. I suggest that you write down, dispassionately, everything that has happened with dates, then based on that decide what it is that you would like to happen, then ask PCS for it. To help you to be fair and reasonable I suggest you read the consumer rights act (and re-read many times). Read the actual document on the uk gov site, and come to your own conclusions about what to do. I think that you can go by how long you can reasonably expect the goods to function, which may be longer than a year, but I am only guessing; it is your job to read the act to find out.

 

[mantadog]

I'm really not happy with this as I keep having to do a clean install and thus lose all my files each time. I have them backed up, of course, but it's a hassle having to download and reinstall software and get everything set up all over again each time. That, plus having to take time off work each time I need to send/receive the laptop, has gotten very annoying.

Instead of manually installing the OS+updates+files etc why not just take a system image, then you just restore the image and the jobs done.

 

[njz]

I think that you can go by how long you can reasonably expect the goods to function, which may be longer than a year, but I am only guessing; it is your job to read the act to find out.

I wasn't aware that the Sale of Goods Act had been replaced a couple of months ago, so I'll have a read of the new one. Regardless, wouldn't anyone expect a laptop to last more than 1.5 years? If it doesn't, then what's the point of paying such a premium for a product? I certainly wouldn't have.

I don't think I'm being unreasonable in asking PCS to refund me or replace the laptop if it can't be fixed. I'm not asking for a full refund, as I have used it for 1.5 years and the value has gone down, but a partial refund doesn't seem to me to be unfair.

 

[njz]

Instead of manually installing the OS+updates+files etc why not just take a system image, then you just restore the image and the jobs done.

I didn't know this is something I could do, and I definitely don't know how, but thanks for the tip; I'll look into it if/when I get the laptop back.

 

[mantadog]

I didn't know this is something I could do, and I definitely don't know how, but thanks for the tip; I'll look into it if/when I get the laptop back.

its just like backing up your machine, all done via software. When you come to re install everything you can choose to restore a system image. I'm sure youtube will have a full video tutorial somewhere.