Rights when buying a computer online

[gnews]

I recently bought a PC from Computer Planet (who I do not recommend buying
anything from) which did not work, Vista starts up then after a few seconds
I get the blue screen of death. They asked me to try a few things out,
taking out cards etc but still the same problem.

So I told them I wanted to return it for a refund, not a repair as I doubted
their ability to repair it so that I would have a reliable machine.

They told me they only offer repair, not full refunds. So I quoted the EU
distance selling directive at then. They said thisdoes not apply as it was a
custom build. So I quoted the Sale of Goods act 1979 and they reluctantly
said I could return it but they have the "right to inspect it" and if they
determine it is faulty they'll refund it. As far as I am concerned it is
not fit for purpose and I don't want them "inspecting" it, finding it's OK
and trying to foist it on me again - it didn't work when I received it and
that's the end of it.

Anyway they insisted I pay for the Courier to return the PC - I am wondering
whether they can do that?

Also they are refusing to refund me for the price of the operating system -
they say that this would be "illegal". I think they are trying it on again
as wirth their original refusal to give me a refund - does anyone know if
it's "illegal" to give a refund for an OS installed on a PC which I send
back? Seems unlikely.

Thanks
Tim

[Consumer]

Post by gnews
I recently bought a PC from Computer Planet (who I do not recommend buying
anything from) which did not work, Vista starts up then after a few seconds
I get the blue screen of death. They asked me to try a few things out,
taking out cards etc but still the same problem.
So I told them I wanted to return it for a refund, not a repair as I
doubted their ability to repair it so that I would have a reliable
machine.
They told me they only offer repair, not full refunds. So I quoted the EU
distance selling directive at then. They said thisdoes not apply as it was
a custom build. So I quoted the Sale of Goods act 1979 and they
reluctantly said I could return it but they have the "right to inspect it"
and if they determine it is faulty they'll refund it. As far as I am
concerned it is not fit for purpose and I don't want them "inspecting" it,
finding it's OK and trying to foist it on me again - it didn't work when I
received it and that's the end of it.
Anyway they insisted I pay for the Courier to return the PC - I am
wondering whether they can do that?
Also they are refusing to refund me for the price of the operating
system - they say that this would be "illegal". I think they are trying it
on again as wirth their original refusal to give me a refund - does anyone
know if it's "illegal" to give a refund for an OS installed on a PC which
I send back? Seems unlikely.
Thanks
Tim

This is one for Trading Standards.

[Tim]

Post by Consumer

Post by gnews
I recently bought a PC from Computer Planet (who I do not recommend buying
anything from) which did not work, Vista starts up then after a few
seconds I get the blue screen of death. They asked me to try a few things
out, taking out cards etc but still the same problem.
So I told them I wanted to return it for a refund, not a repair as I
doubted their ability to repair it so that I would have a reliable
machine.
They told me they only offer repair, not full refunds. So I quoted the
EU distance selling directive at then. They said thisdoes not apply as it
was a custom build. So I quoted the Sale of Goods act 1979 and they
reluctantly said I could return it but they have the "right to inspect
it" and if they determine it is faulty they'll refund it. As far as I am
concerned it is not fit for purpose and I don't want them "inspecting"
it, finding it's OK and trying to foist it on me again - it didn't work
when I received it and that's the end of it.
Anyway they insisted I pay for the Courier to return the PC - I am
wondering whether they can do that?
Also they are refusing to refund me for the price of the operating
system - they say that this would be "illegal". I think they are trying
it on again as wirth their original refusal to give me a refund - does
anyone know if it's "illegal" to give a refund for an OS installed on a
PC which I send back? Seems unlikely.
Thanks
Tim

This is one for Trading Standards.

Not if the customer has caused damage to get a refund or didn't
want what he purchased.

[Navman]

Post by Tim
Not if the customer has caused damage to get a refund or didn't
want what he purchased.

Pillock.

[Tim]

Post by Navman

Post by Tim
Not if the customer has caused damage to get a refund or didn't
want what he purchased.

Pillock.

I think this guy works for them. He answered elsewhere in this thread and
is either a CP empleyee or is just plain delusional.

Computer planet have after their dodging promised me a refund which I
*still* have yet to receive and as people in this thread have advised,
Trading Standards will now be invited to contribute without further
correspondance with these arsewits.

BTW they did specifically ask me to not email them again, but to only write
to their head office - more evasionary tactics from a company trying to be
above the Law

Computer Planet - ONE TO AVOID!!! (unless maybe you are a lawyer or a
masochist or something)

Tim

[Peter Parry]

Post by gnews
So I told them I wanted to return it for a refund, not a repair as I doubted
their ability to repair it so that I would have a reliable machine.
They told me they only offer repair, not full refunds. So I quoted the EU
distance selling directive at then. They said thisdoes not apply as it was a
custom build.

The DSR's are not really appropriate as the goods are faulty.
Computers built out of standard parts are not considered to be "custom
made" however so their excuse is without substance.

Post by gnews
So I quoted the Sale of Goods act 1979 and they reluctantly
said I could return it but they have the "right to inspect it" and if they
determine it is faulty they'll refund it. As far as I am concerned it is
not fit for purpose and I don't want them "inspecting" it, finding it's OK
and trying to foist it on me again - it didn't work when I received it and
that's the end of it.

They are perfectly entitled to inspect the goods to ensure that the
fault you reported exists.

Post by gnews
Anyway they insisted I pay for the Courier to return the PC - I am wondering
whether they can do that?

Yes, but they also have to refund that money if the goods are faulty.

Post by gnews
Also they are refusing to refund me for the price of the operating system -
they say that this would be "illegal". I think they are trying it on

They are, if you reject the goods you are entitled to a refund of all
you have paid.

Post by gnews
does anyone know if
it's "illegal" to give a refund for an OS installed on a PC which I send
back? Seems unlikely.

It's a bit more than unlikely.

[Mark Goodge]

On Wed, 05 Nov 2008 20:12:02 +0000, Peter Parry put finger to keyboard

Post by Peter Parry

Post by gnews
So I told them I wanted to return it for a refund, not a repair as I doubted
their ability to repair it so that I would have a reliable machine.
They told me they only offer repair, not full refunds. So I quoted the EU
distance selling directive at then. They said thisdoes not apply as it was a
custom build.

The DSR's are not really appropriate as the goods are faulty.
Computers built out of standard parts are not considered to be "custom
made" however so their excuse is without substance.

Post by gnews
So I quoted the Sale of Goods act 1979 and they reluctantly
said I could return it but they have the "right to inspect it" and if they
determine it is faulty they'll refund it. As far as I am concerned it is
not fit for purpose and I don't want them "inspecting" it, finding it's OK
and trying to foist it on me again - it didn't work when I received it and
that's the end of it.

They are perfectly entitled to inspect the goods to ensure that the
fault you reported exists.

They are, but they have to do it at their own cost.

Post by Peter Parry

Post by gnews
Anyway they insisted I pay for the Courier to return the PC - I am wondering
whether they can do that?

Yes, but they also have to refund that money if the goods are faulty.

The Sale of Goods Act doesn't require the consumer to return the goods
if faulty. All he has to do is inform the vendor that he is rejecting
them as no fit for purpose, and it is their responsibility to arrange
collection if they want them back.

Post by Peter Parry

Post by gnews
Also they are refusing to refund me for the price of the operating system -
they say that this would be "illegal". I think they are trying it on

They are, if you reject the goods you are entitled to a refund of all
you have paid.

Post by gnews
does anyone know if
it's "illegal" to give a refund for an OS installed on a PC which I send
back? Seems unlikely.

It's a bit more than unlikely.

More than unlikely, it's utter bollocks.

Mark

[Tim]

Thanks to all who replied - I chucked some of that at them today along with
a mention of "let's sort this out without getting trading standards
involved" and they have wisely promised a refund....

Tim

[Mark]

Post by Tim
Thanks to all who replied - I chucked some of that at them today along with
a mention of "let's sort this out without getting trading standards
involved" and they have wisely promised a refund....

Which is strange since Trading Standards would not get involved in a
case like this.

They only deal in breaches of criminal law and this case would be
governed by civil law.

But I'm glad the problem is sorted.

[Joe Lee]

Post by Mark

Post by Tim
Thanks to all who replied - I chucked some of that at them today
along with a mention of "let's sort this out without getting trading
standards involved" and they have wisely promised a refund....

Which is strange since Trading Standards would not get involved in a
case like this.

TS Depts. & Consumer Direct give free advice to all consumers who are in
dispute with a seller / retailer. The call is also logged in order to
establish whether there is a pattern devekoping such that more formal action
may need to be taken in respect of a particular sector or retailer where
necessary.

Post by Mark
They only deal in breaches of criminal law and this case would be
governed by civil law.

It's true to say that TS have a wide range of Statutory responsibilities,
but consumer issues & provision of advice, & (where necessary) enforcement
is most certainly part of their remit.

[Mark]

Post by Joe Lee

Post by Mark

Post by Tim
Thanks to all who replied - I chucked some of that at them today
along with a mention of "let's sort this out without getting trading
standards involved" and they have wisely promised a refund....

Which is strange since Trading Standards would not get involved in a
case like this.

TS Depts. & Consumer Direct give free advice to all consumers who are in
dispute with a seller / retailer. The call is also logged in order to
establish whether there is a pattern devekoping such that more formal action
may need to be taken in respect of a particular sector or retailer where
necessary.

I've not been able to contact TS. Every time I have telephoned TS I
get transferred automatically to Consumer Direct. They play a
recorded message before the transfer saying that they (TS) don't deal
in consumer disputes.

[Joe Lee]

Post by Mark

Post by Joe Lee

Post by Mark

Post by Tim
Thanks to all who replied - I chucked some of that at them today
along with a mention of "let's sort this out without getting
trading standards involved" and they have wisely promised a
refund....

Which is strange since Trading Standards would not get involved in a
case like this.

TS Depts. & Consumer Direct give free advice to all consumers who
are in dispute with a seller / retailer. The call is also logged in
order to establish whether there is a pattern devekoping such that
more formal action may need to be taken in respect of a particular
sector or retailer where necessary.

I've not been able to contact TS. Every time I have telephoned TS I
get transferred automatically to Consumer Direct. They play a
recorded message before the transfer saying that they (TS) don't deal
in consumer disputes.

My understanding is that County TS Dept's have been transferring public
enquiries on consumer issues over to CD on a County by County basis. I
haven't spoken to my local TS Dept. for about three years now, so they may
well be diverting calls to CD now. I guess many TS Dept's have changed over
now. I believe the thinking is that it will be more cost-efficient for (at
least the initial) calls to be responded to, & advice given, on a regional
basis, which is what CD do.

I wouldn't have any hesitation in calling CD, I don't think I've yet seen
anyone complaining about the service they provide.

You can get a feel for what they do by taking a look at theit site & this
page gives a little more information about how they work with County TS
Depts.

<http://www.consumerdirect.gov.uk/about/organisations_we_work_with/trading-standards>

[Mark]

Post by Joe Lee

Post by Mark

Post by Joe Lee

Post by Mark

Post by Tim
Thanks to all who replied - I chucked some of that at them today
along with a mention of "let's sort this out without getting
trading standards involved" and they have wisely promised a
refund....

Which is strange since Trading Standards would not get involved in a
case like this.

TS Depts. & Consumer Direct give free advice to all consumers who
are in dispute with a seller / retailer. The call is also logged in
order to establish whether there is a pattern devekoping such that
more formal action may need to be taken in respect of a particular
sector or retailer where necessary.

I've not been able to contact TS. Every time I have telephoned TS I
get transferred automatically to Consumer Direct. They play a
recorded message before the transfer saying that they (TS) don't deal
in consumer disputes.

My understanding is that County TS Dept's have been transferring public
enquiries on consumer issues over to CD on a County by County basis. I
haven't spoken to my local TS Dept. for about three years now, so they may
well be diverting calls to CD now. I guess many TS Dept's have changed over
now. I believe the thinking is that it will be more cost-efficient for (at
least the initial) calls to be responded to, & advice given, on a regional
basis, which is what CD do.

They have been diverting calls to CD where I live for quite a while
now.

Post by Joe Lee
I wouldn't have any hesitation in calling CD, I don't think I've yet seen
anyone complaining about the service they provide.

I haven't complained about them but I am not satisfied at all with
them. I often am very doubtful about the quality of advice they offer
and they have only been able to answer very simple questions and could
not help me with more than one problem that I have had.

For example, when I had a problem with a bathroom suite, CD advised me
to write to the manufacturer quoting the "Supply of Goods and Services
Act". I had always thought that this legislation only applied to a
dispute with a seller of goods/services. When I pointed this out they
could not give me a definitive answer.

I'd say CD is about as useful as the CAB.

OTOH TS used to be very helpful. In the "good old days" when I could
call TS they would often give the problem company a quick phonecall on
my behalf and would invariably sort the problem out quickly and
painlessly.

Nowadays all CD will do is tell you to write loads of letters which
usually don't work. TBH I now know at least as much about consumer
law as they appear to do at CD so there is little point me contacting
them any more.

[Joe Lee]

Post by Mark

Post by Joe Lee

Post by Mark

Post by Joe Lee

Post by Mark

Post by Tim
Thanks to all who replied - I chucked some of that at them today
along with a mention of "let's sort this out without getting
trading standards involved" and they have wisely promised a
refund....

Which is strange since Trading Standards would not get involved
in a case like this.

TS Depts. & Consumer Direct give free advice to all consumers who
are in dispute with a seller / retailer. The call is also logged in
order to establish whether there is a pattern devekoping such that
more formal action may need to be taken in respect of a particular
sector or retailer where necessary.

I've not been able to contact TS. Every time I have telephoned TS I
get transferred automatically to Consumer Direct. They play a
recorded message before the transfer saying that they (TS) don't
deal in consumer disputes.

My understanding is that County TS Dept's have been transferring
public enquiries on consumer issues over to CD on a County by County
basis. I haven't spoken to my local TS Dept. for about three years
now, so they may well be diverting calls to CD now. I guess many TS
Dept's have changed over now. I believe the thinking is that it will
be more cost-efficient for (at least the initial) calls to be
responded to, & advice given, on a regional basis, which is what CD
do.

They have been diverting calls to CD where I live for quite a while
now.

Post by Joe Lee
I wouldn't have any hesitation in calling CD, I don't think I've yet
seen anyone complaining about the service they provide.

I haven't complained about them but I am not satisfied at all with
them. I often am very doubtful about the quality of advice they offer
and they have only been able to answer very simple questions and could
not help me with more than one problem that I have had.
For example, when I had a problem with a bathroom suite, CD advised me
to write to the manufacturer quoting the "Supply of Goods and Services
Act". I had always thought that this legislation only applied to a
dispute with a seller of goods/services. When I pointed this out they
could not give me a definitive answer.

Oh dear. That doesn't sound at all good. It is of course fundamental for
them to correctly identify where the legal responsibility lies i.e who you
are Contractrd with.

Post by Mark
I'd say CD is about as useful as the CAB.

Right. I've no expereince of the CAB. All I know regarding the local bureau
is that their are apparently quite long waiting times to get to see anyone
there.

Post by Mark
OTOH TS used to be very helpful. In the "good old days" when I could
call TS they would often give the problem company a quick phonecall on
my behalf and would invariably sort the problem out quickly and
painlessly.
Nowadays all CD will do is tell you to write loads of letters which
usually don't work. TBH I now know at least as much about consumer
law as they appear to do at CD so there is little point me contacting
them any more.

Noted. I will be interested to see how CD develops & in particulat whether
it gains publuc approval. Judging by your experience they need to raise
their game. It would be a great pity & a dis-service to consumers if this
reorganisation 9sn't going to give at least as good a service as local TS
Depts. previously did.

[Tim]

Post by gnews
I recently bought a PC from Computer Planet (who I do not recommend buying
anything from) which did not work, Vista starts up then after a few seconds
I get the blue screen of death. They asked me to try a few things out,
taking out cards etc but still the same problem.

So they tried helping you which is a good start.

Post by gnews
So I told them I wanted to return it for a refund, not a repair as I
doubted their ability to repair it so that I would have a reliable
machine.

Why when you have not given them a chance?

Post by gnews
They told me they only offer repair, not full refunds. So I quoted the EU
distance selling directive at then. They said thisdoes not apply as it was
a custom build. So I quoted the Sale of Goods act 1979 and they
reluctantly said I could return it but they have the "right to inspect it"
and if they determine it is faulty they'll refund it.

Great, at least you will get a working computer or your money back.

Post by gnews
As far as I am concerned it is not fit for purpose and I don't want them
"inspecting" it,

Why, did you cause the damage or decide you didn't want it?

Post by gnews
finding it's OK and trying to foist it on me again - it didn't work when I
received it and that's the end of it.

This sounds like a case of you buying something you later saw somewhere
else for less and need any old excuse to get a refund.

Post by gnews
Anyway they insisted I pay for the Courier to return the PC - I am
wondering whether they can do that?

Well how would you get it back to them if you didn't pay to send it?
You could always drive it over to them if you prefer.

Post by gnews
Also they are refusing to refund me for the price of the operating
system - they say that this would be "illegal".

What you describe is not a criminal offence, but I doubt you have worded it
correctly to reflect what was said. You could have copied it.

Post by gnews
I think they are trying it on again as wirth their original refusal to
give me a refund

You said yourself that they did not refuse to give you a refund. So make
your
mind up.

Post by gnews
- does anyone know if it's "illegal" to give a refund for an OS installed
on a PC which I send back? Seems unlikely.

It would be naughty to copy the software and key before tryin to get your
refund. Iam not sure what you describe is any current criminal offence. It
depends on what the retailer actually said, which seems very different to
what you are claiming.

Post by gnews
Thanks
Tim

[Tim]

try reading for comprehension next time.

[Joe Lee]

Post by Tim

Post by gnews
I recently bought a PC from Computer Planet (who I do not recommend
buying anything from) which did not work, Vista starts up then after
a few seconds I get the blue screen of death. They asked me to try
a few things out, taking out cards etc but still the same problem.

So they tried helping you which is a good start.

Post by gnews
So I told them I wanted to return it for a refund, not a repair as I
doubted their ability to repair it so that I would have a reliable
machine.

Why when you have not given them a chance?

Post by gnews
They told me they only offer repair, not full refunds. So I quoted
the EU distance selling directive at then. They said thisdoes not
apply as it was a custom build. So I quoted the Sale of Goods act
1979 and they reluctantly said I could return it but they have the
"right to inspect it" and if they determine it is faulty they'll
refund it.

Great, at least you will get a working computer or your money back.

Post by gnews
As far as I am concerned it is not fit for purpose and I don't want
them "inspecting" it,

Why, did you cause the damage or decide you didn't want it?

I can't see anything which suggests the OP damaged the PC.
What leads you to say he did ?

What makes you think he didn't want it ?

Post by Tim

Post by gnews
finding it's OK and trying to foist it on me again - it didn't work
when I received it and that's the end of it.

This sounds like a case of you buying something you later saw
somewhere else for less and need any old excuse to get a refund.

I suspect you have got your own agenda, as I don't see anything whatsoever
to suggest that is the case.

Post by Tim

Post by gnews
Anyway they insisted I pay for the Courier to return the PC - I am
wondering whether they can do that?

Well how would you get it back to them if you didn't pay to send it?
You could always drive it over to them if you prefer.

Post by gnews
Also they are refusing to refund me for the price of the operating
system - they say that this would be "illegal".

What you describe is not a criminal offence, but I doubt you have
worded it correctly to reflect what was said. You could have copied
it.

Post by gnews
I think they are trying it on again as wirth their original refusal
to give me a refund

You said yourself that they did not refuse to give you a refund. So
make your
mind up.

Oh dear, you need to try reading what he actually said!
They originally said thet do not give refunds.

Post by Tim

Post by gnews
- does anyone know if it's "illegal" to give a refund for an OS
installed on a PC which I send back? Seems unlikely.

It would be naughty to copy the software and key before tryin to get
your refund.

Again, there is nothing to suggest he has.

Iam not sure what you describe is any current criminal

Post by Tim
offence. It depends on what the retailer actually said, which seems
very different to what you are claiming.

I find it quite interesting (shall we say) that you claim to know what the
retailer said while at the same time demonstrating you're incapable of
understanding what the OP actually said.

Your comments are so unfounded & heavily biased as to lead me to believe
that you have your own vested interests & I strongly urge the OP to ignote
your response.

[Tim]

Post by Joe Lee
Your comments are so unfounded & heavily biased as to lead me to believe
that you have your own vested interests & I strongly urge the OP to ignote
your response.
--
Joe Lee

Yes Joe, I ignored him - quite a bizarre post, you'd almost think that these
firms grep Usenet for their name:
"COMPUTER PLANET" !!!

BTW the money has not hit my account yet - we can live in hope, I just
wonder what spurious "expenses" the b'stards will have seen fit to add
hoping I won't challenge it - but I will!

BTW everyone at computer planet is called "Tom"

[ian field]

Post by gnews
I recently bought a PC from Computer Planet (who I do not recommend buying
anything from) which did not work, Vista starts up then after a few seconds
I get the blue screen of death. They asked me to try a few things out,
taking out cards etc but still the same problem.
So I told them I wanted to return it for a refund, not a repair as I
doubted their ability to repair it so that I would have a reliable
machine.
They told me they only offer repair, not full refunds. So I quoted the EU
distance selling directive at then. They said thisdoes not apply as it was
a custom build. So I quoted the Sale of Goods act 1979 and they
reluctantly said I could return it but they have the "right to inspect it"
and if they determine it is faulty they'll refund it. As far as I am
concerned it is not fit for purpose and I don't want them "inspecting" it,
finding it's OK and trying to foist it on me again - it didn't work when I
received it and that's the end of it.
Anyway they insisted I pay for the Courier to return the PC - I am
wondering whether they can do that?
Also they are refusing to refund me for the price of the operating
system - they say that this would be "illegal". I think they are trying it
on again as wirth their original refusal to give me a refund - does anyone
know if it's "illegal" to give a refund for an OS installed on a PC which
I send back? Seems unlikely.
Thanks
Tim

Seems a few people aren't happy with CP, see:

http://www.pcadvisor.co.uk/forums/index.cfm?action=showthread&threadid=284712&forumid=2

You could check whether they bothered to put any heat transfer compound
between the CPU & heatsink.