I am looking for advise because I am at the very end of my tether.

In May 2006 I bought a new Sony Laptop from PC World along with their performance cover. During the time that I have had the laptop, it has been back to their 'Technical' shop for repairs - over 5 times!! In these last 2 weeks alone, it has been back twice - all with different repairs not due to accidents, but just a faulty laptop.

I got my laptop back this afternoon after having a new hard drive fitted by the Technical guys, along with a test report again to say they have tested it fully - windows working etc, and everything is now a ok. Wrong again and a report full of lies, there is no operating system on my laptop, so how did they test it in windows.

I have spent most of the day on the phone to the shop, technical and customer support, but they don't want to know and keep passing the buck from one dept to another. A team leader was supposed to ring me back today, but so far (its after 5pm now) no one has rang back. Finally, I visited the store in Southampton with the laptop, but they shrugged their shoulders and basically said tough.

What have I paid for? Don't I have any rights whatsoever. Have I just poured £1500 down the drain and can do nothing about it.

Surely I can get my money back or a new laptop as this one is so obviously faulty.

I am in my final degree year with the Royal Navy so every time it goes back (for who knows what) I loose data, time and effort and I am pulling out my hair.

Can you offer any help or advise please - don't know where to turn now.

KR - MITSI

Ok from here on in my advice is you attack on all fronts and you don't tell different sides of the same company etc. NOW for attack read "seek help and advice and be polite but assertive" - you want something from them desperately so you want them on side. If necessary carry a clean spare hanky for every time you bite your tongue.

1 For any phone calls use saynoto0870.com to get a geographic as opposed to 0870/0845.

2 Write to the following who is the boss of PC World, Currys, Dixons. Do a master letter that you can send to everyone, essentially a lettered up version of your thread here with more detail. Everything Recorded Delivery.

John Browett

Chief Executive

DSG International plc

Maylands Avenue

Hemel Hempstead

HertfordshireHP2 7TG

Tel: (0870) 800 2030

3 Find out Sony details and phone first emphasising how high an opinion you had of Sony before this purchase and how now you could not in all good conscience recommend Sony to your circle who look to you for advice. You want them to put it right now please. Write if necssary.

4 Speak with Trading Standards - remember with Sony or T S or anyone even if they can't help directly ingratiate yourself on them and they may point you in a productive direction.

5 Go back into PC World say you have made contact with the Chief Executive, John Browett (mention his name as though you are familiar with it)and he is looking into the matter and he advised you to try the store again.

You get the idea?

Also there are members on this Forum who take a different approach and hopefully they will contribute.

Good luck

drumster has some good advice here but I would tackle this a slightly different way.

Did you pay for this by credit card? If so, contact them and tell them the story. Basically it falls under the "... not fit for the purpose intended ..." under the Sale of Goods Act. The credit card company will be in a stronger position to help. If not, then do not worry, it just takes a little more effort on your part.

You put the laptop in the box it came in together with all accompanying paperwork (instructions etc) and you go back to PC World and demand your money back. DO NOT LEAVE until this is done. They will try to fob you off with all kinds of lies and rubbish, but the unit is under manufacturer guarantee and under these circumstances it is the responsibility of the store to either (a) replace the PC with a new one, or (b) refund your money. This is your legal and statutory right and nothing they do or say makes the slightest difference. All you want is either what you paid for - namely a working laptop OR your money back. Personally I would demand my money back and walk away from anything to do with PC World.

SHARK!

http://www.pcwb.com/catalogue/item/BPCPDT72