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“At the time of purchasing the Packard Bell Easynote...

Written on: 13/02/2005 by John Lister (1 review written)

Good Points
After 14 months there are no discernible good points. I suppose it worked satisfactorily for 14 months.

Bad Points
Despite costing £1200 in Sep 03, by Nov 04 several hundred pounds need to be spent to make the laptop serviceable.

General Comments
At the time of purchasing the Packard Bell Easynote K5285 I resisted considerable pressure from PC World to take out extended warranty - I always do.

After 14 months I was unable to boot up the laptop and sought advice from PC World (the vendor) at Exeter - without success. I sought professional assistance. We were advised that the problem was likely to be minor and that re-installing Windows XP would resolve the problem. However, the DVDRW drive was found to be defective. Again we sought professional assistance to repair the defective drive. The original drive installed was UJ-810b but when our adviser contacted Packard Bell to procure a replacement he was informed that Packard Bell did not recognise this model for the Easynote K5285. He was sent an alternative drive (UJ-811b) but the laptop did not recognise this model in bios.

Thus, it is apparent that the DVDRW drive originally installed was not as per the specification for the Easynote K5285 and alternatives are incompatible with the laptop.

After taking advice from the Trading Standards Office I complained to PC World at York. Predictably the Duty Manager hid behind the skirts of the lapsed 12 month warranty and Packard Bell. He offered to return the laptop to Packard Bell but at a minimum expense of £50. Frankly, I was treated as just another ignorant consumer who could be fobbed off and the Duty Manager was struggling not to laugh in my face.

I am advised that the laptop sold by PC World was not of satisfactory quality and not fit for the purpose as described in their marketing literature. Thus, PC World should be liable for making good a repair or returning the full purchase costs under the Sale of Goods Act 1979 as amended in 2002.

I have given PC World 14 days to respond to my complaints after which I will seek address in parallel through Visa and the Small Claims Court. Also, I am writing personally to each board member of Dixon's, the parent company, and have informed all media consumer "watchdogs".

This is a classic example of a large company that is more interested in selling high margin extended warranty policies than actually providing a quality consumer service. Has anyone else had a similar experience with poor goods/shoddy service from PC World/Packard Bell or can anyone give me advice on how best to proceed? If so, please leave a comment on this review and we'll form a pressure group.

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