Repair/Replace/Refund Warranty Question.

[Dennymac]

Hi Folks.

Bought a laptop approx 9 months ago. Constant overheating issues since new. RMA'd at end of may. Eventually told I needed a new motherboard. It is now the 20th of July. 2 months after the RMA and the laptop has not been fixed and all I am being told is that they are waiting for the mobo to come into stock. Surely at this stage of the game a refund is in order as they can't give me a time for when it will be repaired other than "we are expecting this stock very soon" and then the next email I get says they didn't get the stock.

I have now been 2 months without a laptop I paid just shy of €1600 for 9 months ago and frankly I find this service to be absolutely terrible.

What are my options here?

Thanks

Edit: Just realized this is in the wrong section. Can a mod move it to a more appropriate section please.

 

[ubuysa]

This forum is ok for your post.

Unfortunately these fora are not an official support channel and few of us on here work for PCS. Your best source of detailed information is to keep calling PCS, though if they're waiting for a replacement motherboard to be shipped to them then I'd have thought there was little else they can do. It's entirely possible that this is now an 'old' motherboard and they're having problems sourcing one?

I appreciate your frustration but from what you say the delay doesn't seem to be down to any failure or lack of effort on the part of PCS. As for your 'options', and if you're talking about legal options, I'd suggest you go and talk to Citizens Advice or someone similar, I don't think anyone on here is a lawyer well versed in consumer law....

 

[Oussebon]

That really is an exceptionally long wait, and I would be both mystified and annoyed too if an RMA was taking that long. 2 months wait with no system can't be reasonable.

If I were in your shoes, I would probably be thinking in terms of asking PCS whether, if they clearly can't repair it in an acceptable timeframe, they could replace it. Even if that means a newer version.

Regarding your options, you should certainly put a complaint into PCS in writing - being polite of course, but firm in setting out what your concerns are, and suggest what you feel they could do to put things right. You could link them to this forum topic too, just so they are aware.

As ubuysa says, you can also check with organisations like the Citizens Advice Bureau, or the equivalent in your own country if you're not in the UK, as to your rights.

Please do let us know how you get on.

 

[Rob574188]

Hi Dennymac,

As I have discussed over the phone with you we do completely understand your frustration here and are doing everything we can to source a replacement motherboard ASAP. Naturally once we have this we would not hope to hurry your RMA out of the door without the correct testing taking place as the last thing we want is to cause further issues on your end.

Again we are very sorry for your delays and rest assured I am personally keeping an eye on this.