Computers
Computers are complex machines, and you may need technical support, repairs or even a replacement if things go wrong after your purchase. In many cases, the services you are entitled to will depend on the contract or warranty for your particular computer.
See also If you're thinking about computers for advice on choosing a computer.
Credit protection - If you purchased your system using a credit card or finance agreement, you may have additional protection. Credit providers may share liability for any breach of contract or misrepresentation by suppliers of the goods or services, which have been financed (even partially) by the credit. See Bought on credit? for more information.
Terms and conditions - always read the terms and conditions and small print on any official forms. Make sure you know what your terms and conditions cover and what they do not.
Unfair contract terms - you are not bound by standard terms that unfairly favour the trader. Terms and conditions that appear to exclude or limit your liability for faulty or poorly-described goods or for consequential loss are not fair. Not only are unfair terms misleading, they are also unenforceable in the courts. See Unfair terms in contracts for more information.
If you want to upgrade - the most important thing you must be sure of is that the components are compatible. Always carry a list of your computer's specifications with you to compare with the products that you wish to buy. You cannot expect all new software to be compatible with your system.
Computers are not always problem-free, so support services are important if you run into problems.
Support services tend to consist of:
- Telephone helplines - most sellers and manufacturers provide access to a helpline that you can phone for advice. This can be a quick and easy solution, and is often the first place you are advised to go to if you have a problem, but you may be charged. Charges can be up to £1.50 a minute, so try to have all relevant information ready before you call.
- Online services - many sellers now provide areas on their websites that list common problems and solutions and where you can ask for advice. Ask your seller if they provide such a service and how much it will cost you to access it. But do be aware that if you have a fault on the computer you might not be able to access the online repair service.
- Installation services - these may be offered by the supplier, and might be useful if you haven't used a computer before. Again, there may be a charge for installation.
If you have entered into a contract just for support services and no goods, the contract will need to be compliant with the Distance Selling Regulations if you entered into the contract via the telephone, email, internet or fax. You must be made aware, in writing, that these contracts will not be cancellable once they have commenced on an agreed date.
Repair services
The type of repair service varies between sellers and manufacturers. If your PC breaks down, always check whether it is still covered by a warranty as explained below.
Manufacturer's warranty - this will have automatically come with the computer. They typically cover repair and /or replacement and may include protection against accidental damage or theft. Read the small print and find out what it covers and how long it lasts. Software is not always covered.
Remember, rights under a warranty are in addition to your other consumer rights. A warranty doesn't affect your legal right to reject a computer that was faulty when you bought it and get your money back. But don't delay your complaint for too long. For more information see Using a guarantee and Making a complaint.
Repair services are commonly organised in one of the following ways:
- On-site repair service - where an engineer comes to you to fix faults.
- Return to base - where you have to send the computer back to a repair centre. You may have to pay the courier fees for transporting it to and from the repair centre.
If you are unhappy with your PC, printer or with the service provided by the seller, try to sort it out directly with the seller (or the head office if the seller is part of a chain). See Making a complaint for more information.
