Refund policy?

S

sbarra1x

Bronze Level Poster
Hello there.

What is PC specialists stance on refunds?

I have genuinely had one technical fault after another with my PC since I got it, most of which have been very crippling to what I purchased it for in the first place - gaming.

I have done everything I can to try and get it fixed, and I really just do not want the hassle of it any more.

I am not a disgruntled customer as such, and their technical support have been more than helpful over the phone, but no solutions thus far have yielded positive results and I have frankly had enough with this now.

The PC in question is the Odyssey HD. (But from what I can see it is not being sold in the site any more. Why is that?)

I do still want to own a PC, but I just want a "budget" one that is less technologically demanding. In fact, instead of a refund I would very much prefer to just get my PC downgraded and have the difference refunded.

I have actually contacted customer support enquiring about the possibility of these two options, but am yet to receive a response.

Any insight / info would be appreciated.
 
tom_gr7

tom_gr7

Life Serving
How long have you had the PC? is it still in warranty?

Depending how long you have had the pc, might determine if you can get a refund.

Also what is the actual problem with the PC? Has it been for a RMA?
 
S

sbarra1x

Bronze Level Poster
Hi. I will try calling them when I have time.

I have had the PC for about 5 months now, give or take.

The issues I am getting are as follows -

On rare occasion does not start up and stays on black screen.
On some games makes loud humming noise, sometimes a high pitch noise. Fans are also very noisy when apparently they shouldn't be.
Frequent screen tearing in most games.
Graphical glitches in most games.
Some benchmark programmes I have ran have come up with warnings indicating that there may be an issue with hardware.
General gaming performance is lower than it should be.

I have about 45 posts on these forums so far and almost all of them have been in relation to these issues, getting advice etc.

I have had my GFX card replaced via RMA but the problems I am getting still persist. The next step for me would be to send the whole PC off to get it checked out, but as I said I am pretty put-off at the moment and really just want to be done with the hassle. I should have sent it off earlier but I only just have enough money for food and rent and was paranoid about extra charges due to potential delivery damages etc, thus I have been researching / looking in to it myself basically, trying to work out what is wrong.

Getting a more basic system would be perfect for me really as it will lessen the risk of future complications.
 
A

ace1

Silver Level Poster
if you have the silver warranty and use the packing the pc came in it should be free and fine, should just call them up ask about it and let them have a go at fixing it and sending it back
 
stegor

stegor

Bright Spark
Has it actually been back to PCS to be fixed? You have to give them a chance to sort the problems out before they need to consider a refund. I would say 3 RMAs would warrant a refund - but that's just my opinion.
 
S

sbarra1x

Bronze Level Poster
These are the specs.

Case COOLERMASTER CM690 MKII ADVANCED CASE
Processor (CPU) Intel® Core™i5-2500k Quad Core (3.30GHz, 6MB Cache) + HD Graphics
Motherboard ASUS® P8P67 PRO (NEW REV 3.0): USB 3.0/SATA 6Gb/s, CrossFireX™ & SLI
Memory (RAM) 8GB KINGSTON HYPER-X GENESIS DUAL-DDR3 1600MHz, X.M.P (2 x 4GB KIT)
Graphics Card 2GB AMD RADEON™ HD6950 - 2 DVI,HDMI,2 mDP - DX® 11, Eyefinity 4 Capable
2nd Graphics Card NONE
Memory - 1st Hard Disk 80GB INTEL® 320 SERIES SSD, SATA 3 Gb/s (upto 270MB/sR | 90MB/sW)
2nd Hard Disk 1TB WD CAVIAR BLACK WD1002FAEX, SATA 6 Gb/s, 64MB CACHE (7200rpm)
RAID NONE
1st DVD/BLU-RAY Drive 24x DUAL LAYER DVD WRITER ±R/±RW/RAM
2nd DVD/BLU-RAY Drive NONE
Memory Card Reader INTERNAL 52 IN 1 CARD READER (XD, MS, CF, SD, etc) + 1 x USB 2.0 PORT
Power Supply CORSAIR 850W TX SERIES (TX850) 80+ ULTRA QUIET PSU (£99)
Processor Cooling COOLIT ECO A.L.C (ADVANCED LIQUID COOLER) (£49)
Sound Card ONBOARD 6 CHANNEL (5.1) HIGH DEF AUDIO (AS STANDARD)
Network Facilities ONBOARD 10/100/1000 GIGABIT LAN PORT - AS STANDARD ON ALL PCs
USB Options 6 x USB 2.0 PORTS @ BACK PANEL (MIN 2 FRONT PORTS) AS STANDARD
Modem NONE, I WILL BE USING BROADBAND
Floppy Disk Drive NONE
Firewire & Video Editing NONE
TV Card NONE
Operating System Genuine Windows 7 Home Premium 64 Bit - inc DVD & Licence (£79)


ace1 said:
if you have the silver warranty and use the packing the pc came in it should be free and fine, should just call them up ask about it and let them have a go at fixing it and sending it back
Click to expand...

Yeah I have the silver warranty but not the original packaging sadly.

stegor said:
Has it actually been back to PCS to be fixed? You have to give them a chance to sort the problems out before they need to consider a refund. I would say 3 RMAs would warrant a refund - but that's just my opinion.
Click to expand...

No I have not sent back the whole PC yet. I was going to send it back but decided against it until I had some extra cash in case of delivery damage. Cant rack up fees that I cannot afford to pay.

As I said previously I just don't want the hassle of it now. The point for me would be to avoid having to get 3 RMA.

I still want a PC, and one from PC specialist, but just not this one.

I am curious why this model is not being sold on PC specialist any more (Odyssey HD.) Does anyone know why that is?
 
A

ace1

Silver Level Poster
sbarra1x said:
These are the specs.

Case COOLERMASTER CM690 MKII ADVANCED CASE
Processor (CPU) Intel® Core™i5-2500k Quad Core (3.30GHz, 6MB Cache) + HD Graphics
Motherboard ASUS® P8P67 PRO (NEW REV 3.0): USB 3.0/SATA 6Gb/s, CrossFireX™ & SLI
Memory (RAM) 8GB KINGSTON HYPER-X GENESIS DUAL-DDR3 1600MHz, X.M.P (2 x 4GB KIT)
Graphics Card 2GB AMD RADEON™ HD6950 - 2 DVI,HDMI,2 mDP - DX® 11, Eyefinity 4 Capable
2nd Graphics Card NONE
Memory - 1st Hard Disk 80GB INTEL® 320 SERIES SSD, SATA 3 Gb/s (upto 270MB/sR | 90MB/sW)
2nd Hard Disk 1TB WD CAVIAR BLACK WD1002FAEX, SATA 6 Gb/s, 64MB CACHE (7200rpm)
RAID NONE
1st DVD/BLU-RAY Drive 24x DUAL LAYER DVD WRITER ±R/±RW/RAM
2nd DVD/BLU-RAY Drive NONE
Memory Card Reader INTERNAL 52 IN 1 CARD READER (XD, MS, CF, SD, etc) + 1 x USB 2.0 PORT
Power Supply CORSAIR 850W TX SERIES (TX850) 80+ ULTRA QUIET PSU (£99)
Processor Cooling COOLIT ECO A.L.C (ADVANCED LIQUID COOLER) (£49)
Sound Card ONBOARD 6 CHANNEL (5.1) HIGH DEF AUDIO (AS STANDARD)
Network Facilities ONBOARD 10/100/1000 GIGABIT LAN PORT - AS STANDARD ON ALL PCs
USB Options 6 x USB 2.0 PORTS @ BACK PANEL (MIN 2 FRONT PORTS) AS STANDARD
Modem NONE, I WILL BE USING BROADBAND
Floppy Disk Drive NONE
Firewire & Video Editing NONE
TV Card NONE
Operating System Genuine Windows 7 Home Premium 64 Bit - inc DVD & Licence (£79)




Yeah I have the silver warranty but not the original packaging sadly.



No I have not sent back the whole PC yet. I was going to send it back but decided against it until I had some extra cash in case of delivery damage. Cant rack up fees that I cannot afford to pay.

As I said previously I just don't want the hassle of it now. The point for me would be to avoid having to get 3 RMA.

I still want a PC, and one from PC specialist, but just not this one.

I am curious why this model is not being sold on PC specialist any more (Odyssey HD.) Does anyone know why that is?
Click to expand...

you can buy some packaging off them for £15 i seen on the forums
 
mantadog

mantadog

Superhero Level Poster
sbarra1x said:
I am curious why this model is not being sold on PC specialist any more (Odyssey HD.) Does anyone know why that is?
Click to expand...

It sounds like you bought it from the section that has ready made computers? Says something like "need your pc tomorrow" on the button you click to access them?

If so then it probably just means they don't have that computer left to sell, as they are all pre made. The computers for sale their change very often, i have always presumed that their was only 1 of each computer available, as they tend to change so often. I also presumed they were computers that are from cancelled orders. I really have no idea, someone from PCS would be bale to tell you.

(*edit*just had a look and they seem to have alot more than last time i looked so they probably are just premade machines)

I doubt they stopped selling that model because of a problem as they are built from the same parts you get if you buy a custom pc.

If you are looking for a refund, you would need to send it back to them in the proper packaging anyway. So whatever way you look at it you are better to just send it back and get it fixed 100%.
 
Last edited:
mantadog

mantadog

Superhero Level Poster
It can be fixed by having the faulty part replaced. If every part is faulty then every part will be replaced.

Otherwise what would be to stop you buying a pc in January, get a full refund in December and buy a new and improved spec?
 
tom_gr7

tom_gr7

Life Serving
As the system has not been RMA'd in 5 months, even if there was a problem, kinda means you have excepted the machine/product. PCS will obviously RMA the rig for testing and repair. But by law they do not have to refund the full cost, as the OP has had 5 months use. Its like buying a telly then asking for a refund 5 months later.

"Refunds and faulty goods
A trader will usually offer you a refund for a faulty item if you:
have proof of purchase, eg a receipt
haven’t had a chance to use the item or have only used the item a few times
If you’ve had or used the item for a longer period of time, by law you have ‘accepted’ the goods. You won’t be entitled to a refund, but the trader should offer to repair or replace the item.
A repair must fix the original fault (eg a broken zip). If it doesn’t, you can then ask for either a refund or replacement.
You may need to get legal advice about whether you have accepted the goods.
For example, you probably wouldn’t have the right to a refund if you used a lawnmower for months and the blade broke. But if you bought the lawnmower in the winter and couldn’t use it until the spring, you may have the right to a refund.
Each situation will be different, so it’s best to speak to the trader as soon as you discover the fault."

Source - consumer direct

I only know as I had to research due to a fault fan controller I bought.
 
stegor

stegor

Bright Spark
tom_gr7 said:
As the system has not been RMA'd in 5 months, even if there was a problem, kinda means you have excepted the machine/product. PCS will obviously RMA the rig for testing and repair. But by law they do not have to refund the full cost, as the OP has had 5 months use. Its like buying a telly then asking for a refund 5 months later.

"Refunds and faulty goods
A trader will usually offer you a refund for a faulty item if you:
have proof of purchase, eg a receipt
haven’t had a chance to use the item or have only used the item a few times
If you’ve had or used the item for a longer period of time, by law you have ‘accepted’ the goods. You won’t be entitled to a refund, but the trader should offer to repair or replace the item.
A repair must fix the original fault (eg a broken zip). If it doesn’t, you can then ask for either a refund or replacement.
You may need to get legal advice about whether you have accepted the goods.
For example, you probably wouldn’t have the right to a refund if you used a lawnmower for months and the blade broke. But if you bought the lawnmower in the winter and couldn’t use it until the spring, you may have the right to a refund.
Each situation will be different, so it’s best to speak to the trader as soon as you discover the fault."

Source - consumer direct

I only know as I had to research due to a fault fan controller I bought.
Click to expand...


Basically PCS have the choice - repair/replace or refund if they choose to.
 
tom_gr7

tom_gr7

Life Serving
stegor said:
Basically PCS have the choice - repair/replace or refund if they choose to.
Click to expand...

Yeah basically but more likely will just offer repair, unless it cant fixed.

IF its a product that's recently been ordered/received and is faulty, you can demand your money back as I did with overclockers. As they tried to mess me around/ignored/denied the problem.
 
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