Customer sues Comet over computer

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Thursday, July 09, 2009
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This is Staffordshire

by Adam Blakeman

CUSTOMER Alex Rigby is taking electrical firm Comet to court after the computer he bought stopped working.

The 35-year-old spent £385 on an Acer computer at the firm's Festival Park store in February.

The computer worked fine for the first three months before "suddenly crashing one day".

Mr Rigby contacted Acer straight away and they picked the computer up but told him it would cost £70 to repair, despite it having a 12-month manufacturer's warranty.

Now, after writing several letters and spending nearly £60 on phone calls to Comet, Mr Rigby has issued court summons against the company and is demanding a full refund or a new computer.

After being contacted by The Sentinel, Comet rang Mr Rigby yesterday to apologise and offer him a free of charge repair as a goodwill gesture.

But the unemployed chef, who lives in Westbourne Drive, in Tunstall, is refusing to back down.

He said: "I'm still going to court to prove that even though you have a guarantee, it doesn't mean anything.

"The computer was working fine and then one day the screen just went blank.

"Since then I've been knocked from pillar to post and must have made about 20 phone calls to try and sort this out but I've got nowhere.

"I wanted the computer repairing free of charge because it was under a 12-month guarantee but they told me that it was a software problem and that I would have to pay because it was not covered under the manufacturer's warranty.

"It's got to the stage now where I don't want the computer fixing. I want my money back or a new computer under the Sale of Goods Act."

Mr Rigby bought the computer for his children so they could research their school work online.

He is now waiting to be issued with a court date as he battles to get his money back.

A Comet spokesman confirmed the firm had apologised to Mr Rigby.

He said: "Mr Rigby was not offered a free of charge repair as following inspection by the manufacturer Acer it became apparent that the fault was due to a software issue, which is not covered by the manufacturer's warranty.

"When a new computer is turned on there is a prompt which tells the user to burn a copy of back up recovery disks to use in the event of any issues. If this is not done, the user is unable to restore the computer to factory settings, which would resolve the software problem.

"Acer advised Mr Rigby when he reported the fault that he would need to run his recovery disks to resolve the issue, but as he had not burned a copy he was unfortunately unable to do so.

"We are sorry that Mr Rigby has experienced problems with his computer, and we hope we are given the opportunity to repair the unit as soon as possible."

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Story filed in: Consumer | News

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36 Comments

  • Profile image for This is Staffordshire

    by Anon, Mow Cop

    Monday, July 13 2009, 11:12PM

    “My £40 second-hand I-mac does everything I want it to , office applications, internet usage and movie editing, never crashes, small and compact with only 3 wires coming out of it.”

  • Profile image for This is Staffordshire

    by Babbage, Still in the Cyber-cafe

    Saturday, July 11 2009, 2:03PM

    “Jimbo,
    I think you need to take a lie down in a dark room, I'm worried about your blood pressure.
    You ask whether I read the article. Did you read my post? I said Hardware OR software!”

  • Profile image for This is Staffordshire

    by Luca Gradenigo, Baldwins Gate

    Friday, July 10 2009, 6:43PM

    “Hehe. I hadn't checked the comments since my last post, so only just noticed the predictable uproar.

    I'm a Graphic Designer by trade, was trained on Macs in the early 90s, and the computers at my workplace (a software house) are a 50/50 split between Mac (all OSX based), and PC (mostly Windows, but some using various flavours of Linux). I also have experience with FreeBSD, the OS from which OSX was derived, so, in a nutshell, I have no shortage of knowledge about the Jesus computer TYVM.

    To disseminate a few points: Just because a Mac can run Windows, does not mean it can run all Windows applications as adequately as a PC - if at all. Mac hardware generally costs between 1.5 & 2 times as much as a Windows PC when you compare the specifications (clock speed, RAM, GPU, etc.), and your hardware upgrades are extremely limited. Did you know that the GPU upgrades are actually rebranded PC components flashed with custom Apple firmware to prevent OSX users buying the identical PC component for less? It's disgraceful really.

    Also, unless you're prepared to drop £1.2K on a Mac, it's unlikely to have the graphical horsepower required to run the latest games that a £500 PC would have no problem with.

    I could go on and on about this, but it's way beyond the scope of this article. My point was that the suggestion of an Apple was ludicrous in this situation, and far too reliant on the clichéd propaganda that we're all too familiar with from the Apple fanbois.

    BSOD much? Yeah, whatever. Most of us haven't seen one of those for years m8.”

  • Profile image for This is Staffordshire

    by jimbo, Kidsgrove

    Friday, July 10 2009, 4:14PM

    “Hey, Rigby.
    There's a link to the Sentinals Jobsite at the top of the page, 3 chefs jobs available, experience needed.
    You could claim that you've been on Chewed up and spat out on the Sentinals comments page!”

  • Profile image for This is Staffordshire

    by Jimbo, Kidsgrove

    Friday, July 10 2009, 4:02PM

    “Babbage, did you read the article?
    This isn't a hardware failure, it's software! A better analogy would be if you bought a car and forgot to put your seatbelt on, would you expect the dealer to pay for the plastic surgery when you hit the windscreen?
    Your right, maybe they should put the recovery disks in, but when I bought my Vaio it told me to stick in a disk and press 'OK'. Not exactly rocket science! And this idiot was unable to figure out how to press 'OK' within the first 3 months? Sorry, idiot is the wrong word, Moron would be better suited.”

  • Profile image for This is Staffordshire

    by Babbage, Cyber-cafe

    Friday, July 10 2009, 3:47PM

    “When computer manufacturers buy in hardware or software from an outside supplier, they do so on the understanding that they can claim compensation from the supplier for every warranty claim that they receive. All this business about "you should burn your own recovery disk" is unacceptable. Manufacturers should supply disks. Not everyone is a computer whizzkid, people just want something that works.
    If you bought a brand new car and it broke down after 3 months would you be happy for the dealer telling you "you should have bought a spare engine". Of course not!
    Computer manufacturers take the Micky, they really do. I should know, I used to work for one!”

  • Profile image for This is Staffordshire

    by Jimbo, Kidsgrove

    Friday, July 10 2009, 3:28PM

    “I'm not surprised that this guy is unemployed; he obviously has no common sense or idea when it comes to either computers or the law. How he had children bewilders me!
    Clearly he's downloaded a virus or something from some dodgy site (i've never had a virus from the job centres site!)and not having the intelligence to follow the instructions, now expects the retailer to pick up the cost.
    Look up scrounger in the dictionary - To forage about in an effort to acquire something at no cost!
    Clearly thats what this guy is, a scrounger! and I hope the court charges him for wasting their time!
    Sentinel, why have you wasted the earth¿s resources printing this story?”

  • Profile image for This is Staffordshire

    by Hard Karen, In my lovely Impreza

    Friday, July 10 2009, 2:14PM

    “An Acer that lasted 3 months? That's 2 months longer than most of them then lol. Get a Vaio anyway, they're the dog's and they come in pink. Anyway, this is really simple. If it's a hardware fault, then by law the retailer puts it right or replaces it, and then recovers costs from the manufacturer or wholesaler. If it's a software fault, it's down to the software supplier unless the EULA excludes this, e.g. if it's shareware. If the user installed something unlicensed or pirated then it's his own fault. Comet have offered a goodwill repair, that seems pretty fair, just take that and don't waste the courts' time.”

  • Profile image for This is Staffordshire

    by Rustinho, Silverdale

    Friday, July 10 2009, 1:20PM

    “From my experience (and obviously Luca's) it most certainly is true!

    You just appeared to say that you didn't understand what the problem was. Luca explained the problem quite clearly. You haven't had those problems (lucky you) because you presumably use a Mac for whatever it is they're good at. (I'm assuming an ornament or a door stop).”

  • Profile image for This is Staffordshire

    by JD, Staffs

    Friday, July 10 2009, 7:17AM

    “Rusty,

    It doesn't matter how eloquent (or not) Luca puts it... the argument simply isn't true.”

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