Right, straight to the point. I bought a PC yesterday in PC World. It’s a pretty high-spec machine from HP, looks like this:
The machine comes equipped with an i7 chip at 3.4 GHz, is quad-core. It comes with 2 TB harddrive and 8 GB RAM. Among these features, it is supposed to have this graphic card:
NVIDIA GeForce GT 545 with 3 GB RAM
Not too bad for a PC alright. I need the horsepower for the project I’m working on. I may also add that the Lenovo laptop I purchased in November died a few weeks ago because of a power surge. That machine is in repair with PC World as well.
Now. I come home, install Windows, and want to install the NVIDIA drivers. I keep getting an error that the hardware is missing. Same with HP’s NVIDIA drivers. Strange, innit?
To proof I have that machine, here’s a photo (primarily meant to show the NVIDIA badge):
Well. I open up the machine… and I find the graphics card is in fact missing, as you can see for yourself here:
You can clearly see the PCI-Express slot is empty, said graphic card is missing.
So I went to the store, explained my story, and asked for a graphic card – or at least a good one as compensation – they didn’t do it. They couldn’t just let me go out of the store with a graphics card for free. It’s funny since they admitted it is missing.
Well.
I sent an email to them, this is the full text:
Hi PC World Team,
before you continue reading – I work in support myself. I KNOW how it works. I know you don’t care so much about the situation as I do. So let me tell you this – no sweet-talking, and no dancing – got it? Read the whole damn thing.
NO copy/paste templates. Write a reply.
Pass this to your supervisor.Yesterday (Jan. 22, 2012) I purchased a PC in the Blanchardstown Center branch. The machine is a:
HP Pavilion HPE H8 1070
This machine is pretty high spec, and among many other features was advertised with this graphic card model:
NVIDIA GeForce GT545, 3 GB RAM
The machine sold for 1,079 Euro.
The machine I got was the display model – no boxed machine left. For me, that was good enough.
When I got home, I re-installed the machine from scratch. I attempted to install the NVIDIA driver – but got the message that the hardware is missing. I then opened up the case to have a look – the graphic card is, in fact, missing. No wonder the driver won’t play ball. Please the photos here (too large as attachment) :
[REMOVED]
The next day (Jan. 23, 2012), I walked back to the branch and spoke to the man who had sealed the deal with me yesterday. I explained the situation and showed him the photo of where the card is missing. He and a person from the Management Team (I saw his badge) walk a few meters away and discuss the situation.
I was then asked to follow the man who had sold the PC yesterday. He said he has two options for me:
1) I bring back the machine I purchased yesterday, he’d give me the next best model (1,249 Euro) because he has it in stock and boxed. He’d give me 100 Euro off and I’d pay another 70 Euro – but I’d have a complete machine.
2) The difference between 1,249 and 1,079 was something like 170 Euro. He could give me a graphic card for that price – but it won’t be the same that the machine was intended to be sold with.
I chose option 2 and we walk into the isle with the GPUs. I picked one for 169 Euro. We walk back to the Knowhow desk, and then I am told by the Management Team guy that ‘they couldn’t just hand over a graphic card’. I chose option 2 primarily because I already transferred all my data to the machine I purchased.
Ah yes, they offered me Microsoft Office for free as compensation… Hello? Anyone home?
And whaddoya know? I so happen to have agreed on insurance for the PC I purchased. Now I’ve also been told that because the graphic card is missing, or if I would install a different card, the insurance would not cover it. I’ll go to the bank tomorrow and block deductions from them off my account.
You know what?
Now listen to me.
Not too long ago, in November, I bought a Lenovo laptop which broke. Power failure, won’t turn on. I brought this machine for repair three weeks ago – I was in the Blanchardstown store twice to inquire about the whereabouts of that machine – he only said he found it strange that the machine is not back yet. Now the salesperson yesterday was kind enough to honestly tell me that repairs with Lenovo take about two months.
If this is some sort of practical joke, with the laptop and now the graphic card, with the result of driving people out of their goddamn mind – it’s working pretty well, very commendable.
Again, you can find the photos of the PC, the open case with the graphic card missing, the proof of purchase, and the repair document of the Lenovo, here:
[REMOVED]
If you don’t respond with anything good until Friday, I’m forced to call a lawyer.
It’ll go to court. It’ll come with a lot of needless phone calls, paperwork, and questioning.I would like to prevent legal steps.
Let’s not waste both of our times – just hand over any 1 or 2 GB graphic card, and we’re good.
With kind regards,
Marcus McKay
That should be clear enough. As a matter of fact, I did get an reply. On the same day, even. This is the email I got:
Hi Marcus,
Firstly I would like to appologise for the inconvienience that you have been caused.
I did try to contact you diectly on your mobile but was unable to reach you.
The company will gladly offer you a full refund on your product as it was not fit for the purpose for which it was bought.
Regarding the graphics card you requested I can not issue the card out for free as the company would be down a significant amount by doing so. I can however (as you have been inconvienced) offer the original €100 discount off the Graphics card.
I hope that this helps,
Kind regards,
ms [REMOVED]
Let’s have a look at the bold part again:
Regarding the graphics card you requested I can not issue the card out for free as the company would be down a significant amount by doing so.
To which I simply replied:
Hi [REMOVED],
I don’t think you are serious when you say “the company would be down a significant amount by doing so”. How much revenue does PC World / Currys make? In a year? You really think 169 is gonna hurt you?
Well since it seems you didn’t read my mail properly, I’ll go to the Small Claims Court tomorrow.
I’ll get my graphics card.
It’s not about 3 GB RAM. It’s not about a shiny NVIDIA brand. It’s about the principle. Thanks for your offer… but I’m not willing to spend 70 Euro extra on something I should have had in the first place.
I was told in the store I could get a card for the difference. Two minutes later they said they couldn’t. You really gotta make up your minds.
Well like I said. Small Claims Court will do the rest for me. Have a great day!
Cheers
Marcus
I didn’t get a reply to that yet, but I received a call – but no voicemail. I’ll update this when I hear more… but rest assured – I’ll have a court order them by law to hand me over something as compensation.
Stay iTuned.
Right so earlier today I was sent the exact same mail above, from the Store Manager. Word for word. Obviously I got a little bit upset about it, and was a bit more direct with my approach at that point.
Hello? McFly? Anyone home? Knock knock knock
The attached message you just sent to me is the one I got from Eilis last night.
Either you hand over a goddamn graphics card (which is my right to ask as an EU citizen who purchased an incomplete item) or I will have a court order pretty soon forcing you to do so.
Your call.
And btw, everything in writing. No phone calls.
That pretty much got the attention of the next level of management. After this, the General Manager of the PCWorld retail chain in Ireland sent me a mail.
——– Original Message ——–
Subject: Re: Re: Fw: Re: Fw: Purchased PC, graphic card missing
Date: Mon, 23 Jan 2012 13:35:26 +0000
From: Dutymanager 2975 <[REMOVED]@dsgireland.co.uk>
To: mstr@se51.netMarcus,
I have been out of the business for the weekend and just picked up your email. After a discussion with the Eilis I believe the decision made yesterday to be incorrect.
I don’t have an issue dealing with claims in court and in fairness they did offer a full refund and you chose to decline to which the court take seriously.
Emails back to the store starting in the manor you have decided to address us with are not appropriate. I appreciate they have sent the email to you in error twice but this was an error.I do however agree with you that we should provide you with a graphics card for the machine and this is the best solution all-round.
If you find my offer to be acceptable please email me back to advice of your decision.
Kind Regards
[REMOVED]
General Manager
Now I think we can all agree on the little fact that I needed to do something to get attention. Yes my attitude may not have been like a gentleman – but seriously, what did you expect after what happened in the store yesterday?
Anyways. The General Manager then asked me if I would agree on receiving a graphics card, which I confirmed. I printed the entire mail chain and walked back to PC World in Blanchardstown today.
And whadooyaknow? The card I had picked yesterday was handed over to me without any further hassle. So it’s over.
But one more thing… When I came in to pick up the card, the same guy of the Management Team yesterday really had the nerve to ask this question, and I quote:
Did you bring the PC with you so we can install the graphics card?
Well.
I got an NVIDIA GeForce GTS 450 with 1 GB memory. It’s worth 179 Euro.
Related posts:
