I purchased a Surface 2 and keyboard from Blackpool PC World on Friday 18 July 2014. Got it home, realised it only worked when plugged in, wouldn’t charge up, even though LED light on charger was on and “battery charging” icon appeared but showed message “0% available, plugged in, not charging”. I rang their tech helpline, was talked through a number of diagnostics, confirmed defective battery. Told had to return it to store. Returned it on Monday 21 July, only to be told no more in stock, have to return next day to pick up replacement. Returned Tuesday 22 July, picked up replacement. Got home, plugged in charger, next morning same problem, isn’t charging. rang helpline,,,,,,, have to take it back to store.
Returning to the store involves a 30 mile trip, through central Blackpool in late July! This takes over an hour in each direction, plus time in store, and uses considerable amount of petrol! plus cost of calls to tech helplines at lord knows what rates.
You cant ring the stores direct – have to go through the helpline. I insisted that they set a further replacement up in store to charge before I would take it – guess what, it wouldn’t charge! Neither would the display model. Know HOw staff very helpful and polite – called manager who was very off hand and tried to pass it off as a Microsoft problem. Insisted on full refund.
Second problem is that apparently the salesman on Friday had set up a business account for me – I didn’t ask for it and wasn’t aware he was doing this, thought his questions were in relation to the what seemed unnecessarily complicated paperwork he was making a dog’s dinner out of. Paid on my debit card.
Apparently because a business account was set up, the store cant refund my £500+ to my card. I have had to wait for an email, which contains a phone number and a reference number; call that number – again at fancy rates – and request a refund to my card. All this takes considerable time at 5p per minute, particularly as English is evidently not the mother tongue of the person dealing with my refund. Then I am told money will be refunded in 3 working days!
Now have no tablet, and have evidently loaned £500+ to PC World for over a week at absolutely no interest!
Why did PC World not test all Surface 2s in store when they realised the display model wouldn’t charge? Why couldn’t they deliver the replacement tablets to me instead of insisting I travel 30 miles to them? Why couldn’t they replace my money directly onto my card at the store? Why has it cost me 10 hours of working time, plus 120 miles in my car, plus several expensive phone calls to end up with no tablet and no money?? And what are PC World going to do about it?