Best course of action to get a pre-built PC with issues sorted?

BUDFORCE

BUDFORCE

BUDFORCE

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I've put this in GD because its more about how to get a problem resolved rather than a hardware issue.

Secondly, this definately IS NOT a PC purchased from OCUK - so hopefully I am not breaking any rules and I wont mention the competitor.

My brother purchased a custom pre-build PC from one of the established PC hardware websites about a month ago.

He purchased the extended 2 warranty.

The PC is constantly crashing, sometimes blue screening, sometimes just out of games, but its really regular, something isnt right, and IMO it shouldnt be up to him to try and diagnose it, the whole point in buying a pre-build PC right?

The company he purchased it from are fobbing him off, hes emailed etc and they've given him a wishy washy response, and hes now asked for a refund and they are ignoring him.

What the best course of action to get this sorted?
 
To answer some of the above, no it's not overclocked at all, I don't know the specs but I'll ask him about the warranty and wording and that.
 
Haggisman said:
Did it come with the OS preinstalled?

If it did then has it been doing it since day 1? Has he restored to its original state (assuming they provided some kind of restore media) or done a fresh Windows install?

If it still happens on a fresh install/restore without him installing any software then that would indicate either a hardware problem or a problem with their OS image, otherwise, as other posters have mentioned, there's no way to eliminate something he has installed.
Click to expand...

Thats actually a really good idea/advice I'll pass it on.
 
I checked with him it's been doing it since day 1, windows was pre installed.

I'll check the warranty wording in a bit.
 
He upgraded to the next level of warranty that includes collect & return for up to 1 year, otherwise as below:

WARRANTY INFORMATION:

We are very proud of the quality and workmanship that goes into building our ********* Systems and are thus able to offer a 4 year standard warranty broken down as follows:

  • 2 Month Collect & Returns
  • 1 Year Parts Warranty
  • 4 Years Labour Warranty
Warranty Exclusions

  • Accidental Damage
  • Neglect, damage or wear and tear caused by the customer or others
  • Remedy of Viruses
  • Data Recovery, backing up of data etc
  • Work carried out by a third party
  • Remedy of Software that is not Officially Licensed
EDIT:

Further waranty information under T&C's:

  1. Warranty
    1. All goods supplied by the Supplier are warranted free from defects for 12 months from the date of supply (unless otherwise stated). This warranty does not affect your statutory rights as a consumer.
    2. This warranty does not apply to any defect in the goods arising from fair wear and tear, wilful damage, accident, negligence by you or any third party use otherwise than as recommended by the Supplier, failure to follow the Supplier's instructions, or any alteration or repair carried out without the Supplier's approval.
    3. If the goods supplied to you are damaged or any item missing/incomplete on delivery, you must notify the Supplier within a maximum of 48 hours from the purchase date.
    4. If the goods supplied to you develop a defect while under warranty or you have any other complaint about the goods, you should notify the Supplier as soon as possible, but in any event within a maximum of 7 days of the date you discovered or ought to have discovered the damage, defect or complaint.
    5. If a product that was faulty at the time of sale is returned to the retailer, the buyer is legally entitled to a full refund, if this is within 28 days. After this time a replacement product or credit note (to the value of the replacement) will be offered only.
    6. Items purchased from the Bargain Basement or Open Box section(s), or sold at a special price as (EOL) end of line or for other reasons that prevent them from being sold as new are sold with a 60 day warranty only from date of purchase. All items may be OEM, refurbished, second user, discontinued stock, Manufacturer repaired, or a brand new replacement product direct from the Manufacturer. They may come retail boxed (the item may have outer packaging that shows signs of damage) or white boxed, and may or may not come with drivers, manuals, cables and accessories. All items are tested prior to sale.
    7. Any items which are returned under the warranty and are found to be in a working condition will be charged a testing fee of £10 or 10% of the value of the goods, whichever is the greater.
 
Last edited:
Well to update this.

They agreed to take the PC back, they had some event logger on it which confirmed it had been crashing/bluescreening since day one and admitted there is something not right with it, fair enough.

Except, my brother has moved since the priginal purchase, he obv made it very clear he had moved, first collection attempt, went to the old address, second time they picked it up.

The company has apparently fixed it, about a week ago and sent it back. The courier refuse to deliver it to the new address.

I am sure they will get it sorted at some point.
 
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