PC World policies - help please!

In November 2011, we purchased an Acer Iconia tablet to work with a programme we have at the office for training purposes. 

It took me a few weeks to get it out of the box and actually get round to getting it working - since opening it, I cannot even browse the internet howeevr as all it says is "High CPU Usage". I took out the complete Know How technical service cover on the day I purchased the product too.

It has taken me until now to realise, this tablet really isn't working.

I have spoken to PC World who have said they will not return it. I have spoken to the Know How Team who have advised the only way to get it working is to remove some of the pre-installed stuff on it.

I can't believe this is right because surely a product couldn't be sold that you need to remove items from until it works?! And also, as soon as you uninstall stuff from it, it is unreturnable (not that they are prepared to return it anyway but on principle, doesn't seem right).

Any tips on what to do?

I had a client who once went down to a store and made a loud fuss about software not working despite the packaging saying otherwise.

The store asked him to leave and even called the police. When the situation was explained to the Police they told the store that the customer was in the right and the product should be returned and refunded in full.

This was a good number of years back, but if you go down when they are really busy and make a fuss about it you might get further. Saturday or Sunday afternoons are always fun.

However I think that you only have 28 days to return it as unwanted and 12 months if it's faulty.

It's always worth asking for the Store Manager as well.

Just done a search and there is a few reports of high cpu usage on the  Acer but also on other Android tablets, the only thing I can advise is to go to the app store and look for an app called task killer, this will let you stop things running that you don't need to run e.g. previously open apps, I run this on my phone and tablet and helped a lot with the speed of them.

As for a refund, you could try arguing on the not fit for purpose or faulty but it would be down to PC world to agree.

I would take it into one of their stores and get one of the "tech guys" (if you can call them that) who should be able to help solve the issue.

I always think of the Infinite Monkey theorem when I see the PC World Tech Guys.

Sure they can fit a problem with enough time and enough people.

But then a bunch of monkeys can write the complete works of shakespear as well.

It depends whether you bought it as an individual or as a business. If you bought it as a person, then in something the first six months they have to prove that it isn't faulty and in the second you have to prove that it is. As a business purchase you have far fewer rights.

I'd be inclined to 'reject it as faulty', rather than 'return' it, on the basis it clearly doesn't do what they claimed it would.

PC World. A wonderful company. I am currently letting my solicitor take them to task following an episode at their Perth store last year. Imagine this, a full blown recession and a customer comes to you with a wad of notes and a sizeable order. The end result was the customer being assaulted by a member of staff and the Police being called by the customer.

I was never a big customer of theirs, maybe putting £2,000 to £3,000 through their books every year but I expected more than an assault.

Gary

Hi Chris,

Sorry to hear you have issues there. I've had a few run-ins with PC World over the years, even having been asked to leave a store myself after I complained about the advice they have given to a potential customer (very biased towards selling their premium product...). Sometimes you will find you get nowhere with the people in store, I have previously written a letter on behalf of a client which was delivered to the PC World head office detailing a complaint she had over a laptop (Acer oddly enough) that broke 1 day after the warranty ended. She got vouchers to buy a brand new laptop! The thing to do is to explain it is not fit for purpose and request they allow you to return it to store in for a full refund but also that you may consider an exchange for vouchers to the value of your purchase. You are much more likely to get something back that way and at least can try to purchase something different.

Just for reference, and this is my own personal opinion, I would never touch Acer with a barge pole...

Good luck and if I can help with wording a letter please let me know.

Graham

Did you pay by credit card?  If you did and still within the 90 days then go to the store tell them you have already informed them it is not working and will be claiming on your credit card for the refund of goods not fit for purpose... happy to help you with a letter if you need it...