Warranty worries

Q I bought a computer from PC World last August on a 12-month interest-free payment deal. I didn't buy PC World's expensive coverplan, but the machine is covered by a 12-month warranty through Packard Bell.

There has been a ridiculous series of problems with the PC - I have called engineers on three separate occasions to replace the power unit, cpu (twice), keyboard, fan and motherboard.

But the problems are still there, and I'm now looking at calling a fourth engineer to replace most of the major components in the machine.

I bought this computer in order to work from home but haven't yet been able to do so because it hasn't worked for long enough without breaking. This has caused me terrible inconvenience, loss of work, stress and financial loss.

Each time I speak to the PC service people they say the warranty only covers the parts and they can't provide a new machine. PC World insists I have to deal with Packard Bell as it is the manufacturer. But I am worried because the warranty is only valid for another four months and I'm afraid the problems will continue after it runs out.

MY

A Oh dear - you have been getting the runaround!

Firstly, PC World should not have fobbed you off by referring you to the manufacturer when you discovered your PC was faulty - faulty goods are the responsibility of the trader, not the manufacturer. Any guarantee or warranty offered by a manufacturer is in addition to your statutory rights, not instead of, and your statutory rights under the Sale of Goods Act state that what you buy should be free from faults.

Your PC clearly isn't free from faults and it is PC World's responsibility to sort it out. However, you don't say how long after the faults developed you actually approached the company. It may try to argue that you took more than a 'reasonable' amount of time to discover the faults. But that would only rule out an automatic refund.

After a certain (and annoyingly undefined) period, you are entitled only to repair or replacement. But as repair has been attempted (several times) and doesn't appear to have succeeded, you are entitled to a replacement computer from PC World.

If the shop agrees to provide a replacement, make sure you get a written agreement that if the replacement also turns out to be faulty, PC World will refund your money. If it refuses to comply with any of this, contact your local trading standards department (usually based at your local council).

Remember also that if you bought your computer by credit card, you can pursue your credit card issuer for a refund if PC World continues to refuse responsibility.