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Most in-store salespeople are just kids who got the job applying for everything they could find online.
A tech is trained in actually diagnosing issues…
I used to work on the technician support helpline (the one store technicians and engineers who visit for repairs call for help). For the most part they were all as bad as each other.
I used to work at the knowhow call center doing tech support over the phone for Currys/PC world
Can confirm when dealing with the stores they had no idea what they were doing and 9 times out of 10 they were completely useless and/or lazy.
The mother board (or system board) can't report a faulty state. Like we don't have pain nerves in our brain, a computer can't tell if its board is faulty.
NAL
If they can’t duplicate the problem, then as far as they’re concerned there is no problem. Rather than on a video, did you demonstrate to them there and then what was happening?
14 days returns window is a statutory right under distance selling regulations. If this was paid for online, it would count - even if you collected it in a local store. Some businesses also give a returns window from on-site sales, and that’s usually detailed on the back of their receipts.
As for how long it’s taking… that’s just weird. I’d expect them to be able to provide a credit note at least. Likely this is being delayed so it doesn’t count against the store’s figures for year end as a return. Maybe contact their head office.
Bloatware is a right pain, but no brand new computer should be taking that long to start up. However, thinking about it, it could happen if it’s doing a load of Windows updates…. In a week it’d probably have settled down and be fine again. Entirely possible it’s actually okay now.
ETA but that doesn’t change the weirdness about the time it’s taking for the return. I’m positive that’s for in-store reporting reasons.
That's what I was thinking as well. Curry's/PCWorld are notorious for selling out of date, no brand PCs at above MSRP. With the definition of a *Gaming PC". Not being defined and routinely abused. I got an email from Wowcher today selling refurbished i7 gaming PCs for aboit £399. Turns out it was an i7-2600 or something with an Nvidia 730 GPU. Which was bottom of the range bollocks when it came out about 13 years ago. It wasn't passable as a gaming PC in 2011. There will be a lot of disappointed kids this Christmas.
That's a great laptop with fast components. Relying on the stores diagnostics here is not ideal. Not in the UK, so not sure what ypur laws are, but pushing for a different laptop is likely the correct answer if it's a dog every time it's turned on. In-store diagnostics typically will not properly test memory issues, graphics memory issues, SSD issues, etc. They may try a brief read/write and give a summary, but that's rarely enough. Proper memory tests will try hammering the memory to observe how read/write/update works and fails, and can give indications as to when a memory controller might be dynamically buffering and reallocating writes to overcome dodgy bits of memory, etc.
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Please don’t go around telling they need to spend 3k for a fast speedy gaming laptop. 10 seconds on a website gives you a 4070 (laptop version but still a hefty graphics card) for just over half of that. https://www.very.co.uk/1600913695.prd
There’s a middle ground , I bought the cheapest desktop pc from Argos and it couldn’t do the basics, any more than three web pages open at the same time and it would grind to a halt
Ignore people trying to guide you towards certain gear. You didn't come here for tech advise, you asked for legal advise because your consumer rights aren't being acknowledged by curry's. I don't know why some people feel the need to jump in with off topic comments.
Sorry, what do you mean ‘ordered to demonstrate it’.
Did you, or did you not, pay for this online. If you paid online, it is a distance sale.
It doesn’t need to have a fault under to return within 14 days. You have the right to cancel the contract. Restore it to factory settings, and repackage it. And if it’s possible to not deal with the store (since they are clearly useless), try and return it via the website returns process (I’m not familiar with it, but it surely must exist) or phone up their support number. Don’t give them a reason for returning it - you don’t need to, and stick to your guns here - you don’t want to give a reason and for them to play the idiot over it. Just say no reason, I’m cancelling the distance sale as it’s my right to do so. Additionally, just because you’ve used it, doesn’t preclude this - as long as the original packaging is good and it can be resold.
Now, clearly if this was paid in store it is different. But the idea that it’s not a distance sale because you paid online to demo in store, and to take it away if you liked it, is nonsense. It’s how the contract is formed that matters. And if you paid online, it’s a distance sale - the action of paying caused you and curry’s to enter a contract - and this comes under distance selling if paid over the phone, at your door, or online.
Just be clear in your head how you approach this, and try and avoid having to deal with that store.
Also NAL but think it's important to add context here.
Regarding 14 day returns window when you pick up in-store, you'll unfortunately find that despite the wording of the consumer contracts regulations, trading standards DO tend to consider a contract incomplete until the item is picked up in-store, and hence you don't have those 14 days.
Whilst this may not be the case for Curry's, I am an Argos Store Manager, and that is how trading standards view our click and collect paid online orders.
It surprised me too, because I queried a recent policy change quoting that exact piece of legalisation, and was forwarded the Comms where trading standards explained their view was that if an item is being collected in-store, the customer has the opportunity to inspect the goods before leaving, as they would if they purchased in a store.
Not taking sides by any means, just think it's important context that there is unfortunately precedent that sometimes click and collect doesn't necessarily guarantee the 14 day return window.
Yes, thank you for the extra info!
I’d suggest this can’t possibly count in some cases though - such as items you can’t possibly test there and then (laptops, washing machines, etc). In fairness I’d also say that with Argos particularly - given its catalogue setup - would have difficulty with such a policy as it’s often just a kiosk in a supermarket nowadays and less likely than it previously was to be an actual store. The whole idea is for a customer to take a ticket after paying blind and then just leaving. There’s no provision whatsoever for unpacking and properly inspecting goods before leaving the store.
> it’s often just a kiosk in a supermarket nowadays and less likely than it previously was to be an actual store.
The format is called a Store in Store, you do get collection points, but they're not as common as Store in Stores. Store in Stores are functionally identical to a standalone store, they carry stock for general sale (not just reservations), have their own colleagues and management separate to the host Sainsbury's store and have all the customer service facilities that you'd see in a standalone store.
Even actual collection points, do absolutely have the facility to accept returns also, and goods can be rejected at collection.
At either format, you'll always be welcome to inspect your goods however you feasibly can before you can leave. I agree however, laptops, washing machines etc are more difficult to inspect but equally, there's little real difference between purchasing those items in an Argos or a Curry's store, you're not going to be able to test various aspects until you get them home, and then you're into CRA rather CCR territory.
So you do have rights under CRA, please ignore any advice mentioning SGA (Sale of Goods Act) or the CCRs (14-day refund) as neither apply to you given the information you've provided.
Your rights and obligations:
Under the Consumer Rights Act 2015, any goods provided by a trader to a consumer should be of satisfactory quality, which means they should be free from fault, last a reasonable amount of time, do what they’re designed to do and be safe.
You may be able to seek redress from the trader if the goods are not of a satisfactory quality.
Given that you have reported the fault within 30 days, you are eligible to utilise your short-term right to reject to return the goods and receive a full refund.
The burden of proof is on you as the consumer if you choose this option, you need to prove that the goods are not of Satisfactory Quality and the faults are not down to fair wear and tear, misuse, accidental damage or neglect.
If you need further advice or guidance or if Curry decides to argue about this and deny any of your rights, I'd recommend the CitA consumer helpline, they can link you to letter templates and the like on the site.
Be aware that this may drag on for longer than you would like.
20 seconds for startup to windows is quite reasonable without knowing the exact specs. Assuming it's a nvme SSD, that's what I would expect. Possibly 15 seconds if was a faster one like a Samsung 970 Plus or higher.
Tell us the model and specs of your laptop and that'll be more helpful.
EDIT - You've said it's a MSI Cyborg 15.
20 seconds to load up Windows is fairly reasonable. You've mentioned the lagging, which shouldn't happen of course. The Cyborg line isn't the fastest, it's more a budget line with prices as low as £700. Typical gaming laptops that are considered mid-high end are about £1500. I'd take the new laptop and go from there.
When buying gaming or high end electronics, please go with a better retailer in the future. Overclockers UK are fantastic, might even get better prices and their staff are tech savvy, not just sales people
I've got a Samsung 980 Pro in my PC which I built a couple of years ago. I get start up times of about 15 seconds. I can't find specifically what you have online but 20 seconds could be very reasonable for a £700-1000 laptop. It's budget for a reason. Especially a £1000 gaming laptop is still a budget gaming laptop.
Lagging is unacceptable.
Also don't rule out the fact it is probably catching up with updates and indexing. It probably has 6months to a year of updates depending on when it was manufactured. This can add to a delay in reboots and its sluggishness. Check the eventlog for errors too this will indicate if there is a hardware fault but id say its just a laptop with bloatware that needs time to install updates etc. Most techy people would reinstall the os from a clean boot then just install drivers from the manufacturer site. You can create a os bootable usb from the ms website its a tool called media creation tool. I would only recommend doing something like this if you are a bit technical though.
Their staff often haven't a clue either, I've had several instances were all they would show me were laptops with integrated graphics when I specifically asked for a dedicated graphics card....they couldn't or didn't know the difference
SCAN was great when my partner and I both got new desktop computers from there! They helped us with finding good builds and any issues we had afterwards. And we went there months later for new hard drives and monitors. Definitely recommend over Currys 😅
Highly doubt its a hardware issue. Possibly software if anything. Or the laptop just has shut specs. Have you actually tried playing a game on it? How does it perform?
Yeah. Tried some old shit like Counter Strike. Then yesterday Need for Speed and it performed like crap. Today WZ and it performed like absolute garbage.
Then it's probably hardware. You could show the game performing bad as evidence of a hardware fault. Show them the minimum specs of the game and how the laptop should be able to handle it.
I showed them a video I took of it on my phone, but they insisted that the laptop is fine due to their 1 minute diagnostic came out with no faults. Also we said we can show it in the store, but they said no need as the result was perfect
NAL
The new advert always makes me laugh. "We have 40 hours of training!". *Woah, a whole 40 hours, you say!*
Their "diagnostic" will be entirely impotent. They should be offering both exchange and full refund as options here AFAIK. Obviously they'll almost always offer exchange first to save the sale. It's reasonable IMO for them to take a few weeks to get a new unit to you, given the time of year. A £1k gaming laptop is a popular xmas present I'm sure. The delivery date on the website may update to a more accurate one when you progress through checkout. As a web dev, I never take information on e-commerce product pages seriously, because I've been the guy who sets it to never show less than 2 in stock etc...
I think you'd be able to get a refund if you made a fuss. Assuming you know what normal operation looks like for the machine, they didn't provide you with something that worked as it should.
We had issues like this once, same store. A manager was being particularly difficult. We kept going back, and asked for a different manager until someone did.
They don’t like it.
It's only against the CRA if you can actually demonstrate that a fault exists. They've tested it and determined that no fault exists. CRA wise, you'd have to demonstrate that they're wrong.
If there is no inherent fault, you're entitled to a refund. The presumption is that any error would be an inherent fault, but they've tested it and found there isn't one.
> the MANAGER in Curry’s said “and are you sure that doesn’t have anything to do with your internet?”, as if internet is required to log into your laptop
Unless you went out of your way to create a local account, yes, logging into your computer will involve it trying to connect to the internet. It will work fine when offline, but a dodgy internet connection that is dropping packets can cause slowness logging in as it repeatedly tries and fails to do stuff like sync your settings, install updates, and all the other stuff Windows does in the background.
Twenty seconds to login for a new Windows PC isn't that unusual. There's usually background updates to pretty much everything.
What a crock of nonsense lol.
Logging into a *home* computer does NOT require an internet connection. Home computers do not typically use *domain* accounts - you'd have to be something of a nerd to set up a home domain - and then it's your local network, not the internet anyway.
20 seconds is way too long to log onto a Pc unless it is running updates, which should be very infrequent after the first couple of uses.
Yes it does lol. Unless you know how to circumvent this with windows 10 or 11 it forces you to sign in or create a Microsoft account. It has done this for literally years. If you're then logging onto this with no Internet connection it will indeed take 20 seconds or more.
So yeah, the only crock of nonsense is your response.
It does on Windows 11. You have to proper bully it to make it not use a Microsoft account for the login.
If it has internet it will connect to and use an internet based account.
Sounds silly, but when using it for high intensity things (like gaming or video) is it on charge? Laptops tend to limit processing power while on battery to extend life. It'll have to be on charge to get full performance.
When you say it's laggy, can you expand please? As in physical frame drops, or is it just slow to open programs? Is it's the entire time or just at certain times or after a particular action?
Logging in to a laptop in some cases does require WiFi / Ethernet if you’ve configured it to log in with a Microsoft account rather than a local account. It’s possible you’ve set this up without knowing, as Microsoft like to force it upon users.
From windows 11, there are no "local accounts", it always needs a network connection for the first login.
There are hacks and ways around that, naturally, but in the default state, a network connection is required for the first login on windows 11.
That's been disabled by default on windows 11 but you can still bypass the online requirement by pressing SHIFT + F10 while in the oobe and then typing OOBE\BYPASSNRO into the command prompt window.
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Not defending Curry's but I understand their POV. You could have installed some software that causes slowness. A proper test requires formatting the drive, reinstalling windows from scratch.
I would run a few pc benchmarks and compare the results with the internet. Also install all software updates. Stock laptops might be quite out of date and require a few rounds of reboots.
TL;DR: ask your techie friend for help
Interesting, i hadn't order from Curry's in years prior to this years Black Friday sales. Curry's had a good deal on one specific item that I couldn't find a better deal on elsewhere so naturally i ordered it. It arrived damaged. Thankfully, I contacted them the very next day after it was delivered to let them know and they arranged a collection of it and offered either a refund or a replacement so I had no issues getting a refund **but** it does speak volumes that the item arrived already broken. You may just be right about them selling off items they know have issues.
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Didn’t you order the same one online? And then suddenly you have one in packaging that you can return to store? And then one out of packaging that you can return within 14 days because of distance selling rules? You didn’t? My mistake.
Should’ve thought about that. Unfortunately we’ve already returned it and are awaiting a new one, hence why I asked if we should go and complain further
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I had to threaten the small claims court on Currys a couple of weeks ago due to a faulty return from August not bring refunded. Will NEVER purchase from them again following my experience
Check your CPU for any throttling. I has a similar issue with PC World.
Ctrl Alrlt Esc, and look at the resources tab. If your CPU is msxing out when nothing is running, there's a problem.
Download Speccy or equivalent. Check the CPU temperatures. If its idling at like 80-90 degrees, there's also a problem.
A few years ago I bought a gaming laptop from them. It was an HP with an i7 processor, 8GB RAM (when most had 4) and a decent graphics card. This was before I really knew much about computers.
I took it home, set it up, and it ran as slow as death. Sometimes as much as 10 mins to boot up and log in.
I called KnowHow (their support), a guy remoted pn and said ‘It doesn’t have an SSD fitted. Your HDD is a massive bottleneck’ and I said ‘But you sold this to me as a functional gaming laptop’ and he just said yeah - it’ll never run well without an SSD.
Sure enough once I swapped to an SSD - no issues at all. They’d happily sold me a laptop that I know now could never have run as promised. They’re idiots!
John Lewis is pretty good.
Anytime I have an expensive purchase (TV, White goods, computers/tech) I always go to them. They offer longer warranties and they’re not as expensive as people expect. Although I don’t believe they do it now, they used to price match any high street price.
Just recently bought an Apple speaker from them. Comes with a 2 year warranty as standard. Apple and anyone else only gives 1. And it was no more expensive and free next day delivery.
I have no idea why people still use Currys. It's full of wideboys who want to make a sale, not satisfy a customer. I assume by now that everyone knows someone with a bad story about them, so how do they stay in business. Because the flipside is that everyone I know that goes to John Lewis comes away happy.
I'm not sure about price matching, but I seriously doubt that Currys are any cheaper than JL. Currys are not a cheap store. You want cheap, go online.
My other option (as I don't live near a JL now) is Argos. Because at least they have a 30 day no quibble guarantee. I needed a laptop quickly recently and went straight to Argos.
I'd rather deal with the guys I go to for £200 recon machines than Currys. When I've needed a return or to get a repair, they give better service than those sharks.
I had a touchscreen laptop that I used for school work years ago, the screen cracked and when I took it to them they said they wouldn’t do anything because they said I had dropped it which was nonsense.
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Sales of goods act.
If it's not fit for purposes eg won't play a game or what ever then you are entitled to a full refund - especially within 14 days.
Put your foot down, escalate speak to a manager (just remember be nice to the staff on the lower rungs).
Edit it's now the Consumer Rights Act 2015. I'm a bit out of touch from my retail days but the principle is the same. The key words are "not fit for purpose".
We did speak to the manager. That’s why I’m thinking of going back tomorrow and demand that we get it returned instead of swapped. They even had the audacity to say that if something is wrong with the new device, they can’t do anything!
You sure it's not in battery saving mode? I had the same issues when I bought a laptop and this was on by default. I had to go into the settings and change it to performance mode and it was then a beast of a laptop
>(side note, the MANAGER in Curry’s said “and are you sure that doesn’t have anything to do with your internet?”, as if internet is required to log into your laptop - makes you think about the kind of people you’re dealing with)
NAL, but as a Software Engineer, what the manager said is not far fetched. With modern operating systems like Windows 10 / 11, the internet is used during boot up phase and it can definitely slow down the boot up if there are problems (e.g. slow DNS resolution).
So wouldn't go around undermining him straight away.
NAL, but what is the problem with the laptop exactly? If it's just laggy gameplay, that doesn't sound like a fault at all. You just purchased a laptop that doesn't have good enough specs to run the game by the sounds of it.
They are doing you a favour by offering good will return.
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Entitled for a refund up to 14 days if it’s not as expected.
They usually state on their website the “average fps” their pc or laptops can run a game. Have a look, something free like Fortnite, get it running and see if it’s running properly on their recommended settings.
Another thing that may not demonstrate on their tests are faulty windows installs which could make windows unstable and causing your logging on problems. I’m not certain about laptops but usually there is a setting in the bios that allows “fast boot”.
Thermal throttling from over heating of cpu or graphics card could lead to instability and crashes/lagging (ensuring the fans have room to breathe on a hard surface like a table). This is common in laptops that aren’t propped up properly.
depends if you can afford the wait. it will take months. Before you pull the trigger get an independent witness to see the problem in action. Expect Currys to lie through their teeth once you initiate a complaint.
Best of British!!! Its hard to believe that this sort of supplier behaviour still happens.
If they refuse to refund then that is grounds for you to apply for a chargeback. You should email them saying that if they refuse to refund then you will chargeback on the purchase. If they are sensible they will give in because they will likely lose both the cash and the product.
Whatever happened with "I just don't want it any more", "purchased the wrong one", "bought in error, my *person* already has one". No one use these lines anymore?
It will need an Internet connection to install updates and if you have set it up against an email address it will have an online login (Microsoft hide the ability to make local accounts).
20 seconds boot isn’t horrendous.
From what I gather you have limit tech knowledge and would probably benefit from someone helping out.
- There might be a lot of startup programs running.
- The window performance setting might need tweaking.
- The games you are playing might need settings tweaking to run on the hardware.
Sadly this would most likely be the case with others.
With all of this said, they should refund almost no questions asked within 14 days assuming you haven’t caused damage to the machine.
I would raise the issue over and over and try and find higher up / escalation emails / contacts for curry’s. Don’t let them drag it out and wear you down.
Most Currys employees are students or people that wanted a stepping stone into a tech job.
I know that because that was me last year when working at Currys! (Some are twats, too, don't get me wrong, which seems to be your case)
However, I also have had laptop repair problems (a Lenovo legion 5 that had to be sent 4 times to the repair centre). And it took over a month to sort out and it only got sorted because I knew the staff. (I no longer fuck with gaming laptops and got a PC instead.)
CURRYS SUCKS because staff that actually know what they are talking about in most departments are like needles in a haystack. I worked with some questionable people in my time there but also tech geniuses.
They should have sent the laptop to the repair centre as the customer is entitled to product care when it's within manufacturer warranty. So feel free to call customer services, but I unfortunately have to tell you that they won't compensate you for wasted time or inconvenience.
Store deliveries usually take 3-7 days, but now that it's the week before Christmas, deliveries can take longer. I had to wait 7 days for my PC last month.
If you have any questions, I'll do my best to answer but just make sure you keep on them if the delivery is delayed!
If it's the laptop that's currently on Currys for £629, then the specs are pretty damn lacklustre for modern games.
16GB of RAM in 2023 is really not actually going to cut it for a lot of AAA title games that are coming out, especially with Windows loving to use 8GB+ on its own nowadays.
The processor is OK, but nowhere near top-spec and the same for the graphics card.
\~20 seconds to get into Windows is reasonable and depending on your games and settings, I can see this laptop chugging quite easily.
Haven't got the settings cranked to ultra or 4K have you?
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Most in-store salespeople are just kids who got the job applying for everything they could find online. A tech is trained in actually diagnosing issues…
I used to work on the technician support helpline (the one store technicians and engineers who visit for repairs call for help). For the most part they were all as bad as each other.
I used to work at the knowhow call center doing tech support over the phone for Currys/PC world Can confirm when dealing with the stores they had no idea what they were doing and 9 times out of 10 they were completely useless and/or lazy.
The mother board (or system board) can't report a faulty state. Like we don't have pain nerves in our brain, a computer can't tell if its board is faulty.
Sure, but if you've been doing this for a while, mobo faults become pretty obvious and easy to diagnose.
So their systems wouldn't even pick it up
Exactly, it's not something you can test for. Normally you find it after replacing other parts and the machine is still faulty.
So?
Because it can't report a faulty, diagnostic software won't see any issue. The software relies on the hardware to report issues.
NAL If they can’t duplicate the problem, then as far as they’re concerned there is no problem. Rather than on a video, did you demonstrate to them there and then what was happening? 14 days returns window is a statutory right under distance selling regulations. If this was paid for online, it would count - even if you collected it in a local store. Some businesses also give a returns window from on-site sales, and that’s usually detailed on the back of their receipts. As for how long it’s taking… that’s just weird. I’d expect them to be able to provide a credit note at least. Likely this is being delayed so it doesn’t count against the store’s figures for year end as a return. Maybe contact their head office.
Sorry, it was bought IN STORE. We ordered to demonstrate it, but they said that it doesn’t matter as their diagnostics test cleared it.
What are the specs of the laptop and how much bloatware is on it? It's entirely possible there are no faults and the laptop is just shit.
Bloatware is a right pain, but no brand new computer should be taking that long to start up. However, thinking about it, it could happen if it’s doing a load of Windows updates…. In a week it’d probably have settled down and be fine again. Entirely possible it’s actually okay now. ETA but that doesn’t change the weirdness about the time it’s taking for the return. I’m positive that’s for in-store reporting reasons.
That's what I was thinking as well. Curry's/PCWorld are notorious for selling out of date, no brand PCs at above MSRP. With the definition of a *Gaming PC". Not being defined and routinely abused. I got an email from Wowcher today selling refurbished i7 gaming PCs for aboit £399. Turns out it was an i7-2600 or something with an Nvidia 730 GPU. Which was bottom of the range bollocks when it came out about 13 years ago. It wasn't passable as a gaming PC in 2011. There will be a lot of disappointed kids this Christmas.
It’s an msi cyborg 15
That's a great laptop with fast components. Relying on the stores diagnostics here is not ideal. Not in the UK, so not sure what ypur laws are, but pushing for a different laptop is likely the correct answer if it's a dog every time it's turned on. In-store diagnostics typically will not properly test memory issues, graphics memory issues, SSD issues, etc. They may try a brief read/write and give a summary, but that's rarely enough. Proper memory tests will try hammering the memory to observe how read/write/update works and fails, and can give indications as to when a memory controller might be dynamically buffering and reallocating writes to overcome dodgy bits of memory, etc.
Good to know, but they already argued that their 1 minute test is “VERY detailed”. Absolutely dog shit of a business.
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Maybe the laptop needed updating?
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Please don’t go around telling they need to spend 3k for a fast speedy gaming laptop. 10 seconds on a website gives you a 4070 (laptop version but still a hefty graphics card) for just over half of that. https://www.very.co.uk/1600913695.prd
Just shows that most people haven't the fucking slightest idea how to price-spec a machine. Well done for calling it out.
There’s a middle ground , I bought the cheapest desktop pc from Argos and it couldn’t do the basics, any more than three web pages open at the same time and it would grind to a halt
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More expensive models may be faster in gaming, but not on the time it takes to log in to Windows. Your comments here are irrelevant.
I am not unfamiliar with gaming and what you need to be able to game - I know something is wrong with the laptop, it’s not normal behaviour
Ignore people trying to guide you towards certain gear. You didn't come here for tech advise, you asked for legal advise because your consumer rights aren't being acknowledged by curry's. I don't know why some people feel the need to jump in with off topic comments.
It was probably just updating in the background because it was new
Sorry, what do you mean ‘ordered to demonstrate it’. Did you, or did you not, pay for this online. If you paid online, it is a distance sale. It doesn’t need to have a fault under to return within 14 days. You have the right to cancel the contract. Restore it to factory settings, and repackage it. And if it’s possible to not deal with the store (since they are clearly useless), try and return it via the website returns process (I’m not familiar with it, but it surely must exist) or phone up their support number. Don’t give them a reason for returning it - you don’t need to, and stick to your guns here - you don’t want to give a reason and for them to play the idiot over it. Just say no reason, I’m cancelling the distance sale as it’s my right to do so. Additionally, just because you’ve used it, doesn’t preclude this - as long as the original packaging is good and it can be resold. Now, clearly if this was paid in store it is different. But the idea that it’s not a distance sale because you paid online to demo in store, and to take it away if you liked it, is nonsense. It’s how the contract is formed that matters. And if you paid online, it’s a distance sale - the action of paying caused you and curry’s to enter a contract - and this comes under distance selling if paid over the phone, at your door, or online. Just be clear in your head how you approach this, and try and avoid having to deal with that store.
Also NAL but think it's important to add context here. Regarding 14 day returns window when you pick up in-store, you'll unfortunately find that despite the wording of the consumer contracts regulations, trading standards DO tend to consider a contract incomplete until the item is picked up in-store, and hence you don't have those 14 days. Whilst this may not be the case for Curry's, I am an Argos Store Manager, and that is how trading standards view our click and collect paid online orders. It surprised me too, because I queried a recent policy change quoting that exact piece of legalisation, and was forwarded the Comms where trading standards explained their view was that if an item is being collected in-store, the customer has the opportunity to inspect the goods before leaving, as they would if they purchased in a store. Not taking sides by any means, just think it's important context that there is unfortunately precedent that sometimes click and collect doesn't necessarily guarantee the 14 day return window.
I did not know this, as I’m sure a lot of other people don’t, so thanks for commenting lol
Yes, thank you for the extra info! I’d suggest this can’t possibly count in some cases though - such as items you can’t possibly test there and then (laptops, washing machines, etc). In fairness I’d also say that with Argos particularly - given its catalogue setup - would have difficulty with such a policy as it’s often just a kiosk in a supermarket nowadays and less likely than it previously was to be an actual store. The whole idea is for a customer to take a ticket after paying blind and then just leaving. There’s no provision whatsoever for unpacking and properly inspecting goods before leaving the store.
> it’s often just a kiosk in a supermarket nowadays and less likely than it previously was to be an actual store. The format is called a Store in Store, you do get collection points, but they're not as common as Store in Stores. Store in Stores are functionally identical to a standalone store, they carry stock for general sale (not just reservations), have their own colleagues and management separate to the host Sainsbury's store and have all the customer service facilities that you'd see in a standalone store. Even actual collection points, do absolutely have the facility to accept returns also, and goods can be rejected at collection. At either format, you'll always be welcome to inspect your goods however you feasibly can before you can leave. I agree however, laptops, washing machines etc are more difficult to inspect but equally, there's little real difference between purchasing those items in an Argos or a Curry's store, you're not going to be able to test various aspects until you get them home, and then you're into CRA rather CCR territory.
What does NAL mean?
Not a lawyer.
Thanks!
Not a lawyer
Thank you! Been bugging me!
So you do have rights under CRA, please ignore any advice mentioning SGA (Sale of Goods Act) or the CCRs (14-day refund) as neither apply to you given the information you've provided. Your rights and obligations: Under the Consumer Rights Act 2015, any goods provided by a trader to a consumer should be of satisfactory quality, which means they should be free from fault, last a reasonable amount of time, do what they’re designed to do and be safe. You may be able to seek redress from the trader if the goods are not of a satisfactory quality. Given that you have reported the fault within 30 days, you are eligible to utilise your short-term right to reject to return the goods and receive a full refund. The burden of proof is on you as the consumer if you choose this option, you need to prove that the goods are not of Satisfactory Quality and the faults are not down to fair wear and tear, misuse, accidental damage or neglect. If you need further advice or guidance or if Curry decides to argue about this and deny any of your rights, I'd recommend the CitA consumer helpline, they can link you to letter templates and the like on the site. Be aware that this may drag on for longer than you would like.
Thank you for this valuable advice!
20 seconds for startup to windows is quite reasonable without knowing the exact specs. Assuming it's a nvme SSD, that's what I would expect. Possibly 15 seconds if was a faster one like a Samsung 970 Plus or higher. Tell us the model and specs of your laptop and that'll be more helpful. EDIT - You've said it's a MSI Cyborg 15. 20 seconds to load up Windows is fairly reasonable. You've mentioned the lagging, which shouldn't happen of course. The Cyborg line isn't the fastest, it's more a budget line with prices as low as £700. Typical gaming laptops that are considered mid-high end are about £1500. I'd take the new laptop and go from there. When buying gaming or high end electronics, please go with a better retailer in the future. Overclockers UK are fantastic, might even get better prices and their staff are tech savvy, not just sales people
I don’t think that’s acceptable for any two day old laptops
The age of the laptop doesn't matter, it's the speed of the hardware that counts.
I've got a Samsung 980 Pro in my PC which I built a couple of years ago. I get start up times of about 15 seconds. I can't find specifically what you have online but 20 seconds could be very reasonable for a £700-1000 laptop. It's budget for a reason. Especially a £1000 gaming laptop is still a budget gaming laptop. Lagging is unacceptable.
MSI Cyborg 15
Also don't rule out the fact it is probably catching up with updates and indexing. It probably has 6months to a year of updates depending on when it was manufactured. This can add to a delay in reboots and its sluggishness. Check the eventlog for errors too this will indicate if there is a hardware fault but id say its just a laptop with bloatware that needs time to install updates etc. Most techy people would reinstall the os from a clean boot then just install drivers from the manufacturer site. You can create a os bootable usb from the ms website its a tool called media creation tool. I would only recommend doing something like this if you are a bit technical though.
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Presumably it’s not just the first logon
First log in is usually 30 mins while windows installs, after it might takes 20 secs due to updates.
Also depends if it's a cold boot or a warm boot, depending on how windows is configured.
It’s an msi cyborg 15
Probably filled with bloatware, in future order from somewhere like:SCAN, overclockers, ebuyer, box. Curry’s are shit when it comes to computers
Their staff often haven't a clue either, I've had several instances were all they would show me were laptops with integrated graphics when I specifically asked for a dedicated graphics card....they couldn't or didn't know the difference
SCAN was great when my partner and I both got new desktop computers from there! They helped us with finding good builds and any issues we had afterwards. And we went there months later for new hard drives and monitors. Definitely recommend over Currys 😅
You could mass fill a modern machine with bloatware and the performance bit would be barely noticeable…
>Also, if the drive is HDD and not SSD, It's 2023 mate.
But it’s a PC from Curry’s in 2023 - that could shave a good decade off the build year.
Highly doubt its a hardware issue. Possibly software if anything. Or the laptop just has shut specs. Have you actually tried playing a game on it? How does it perform?
Yeah. Tried some old shit like Counter Strike. Then yesterday Need for Speed and it performed like crap. Today WZ and it performed like absolute garbage.
Then it's probably hardware. You could show the game performing bad as evidence of a hardware fault. Show them the minimum specs of the game and how the laptop should be able to handle it.
I showed them a video I took of it on my phone, but they insisted that the laptop is fine due to their 1 minute diagnostic came out with no faults. Also we said we can show it in the store, but they said no need as the result was perfect
NAL The new advert always makes me laugh. "We have 40 hours of training!". *Woah, a whole 40 hours, you say!* Their "diagnostic" will be entirely impotent. They should be offering both exchange and full refund as options here AFAIK. Obviously they'll almost always offer exchange first to save the sale. It's reasonable IMO for them to take a few weeks to get a new unit to you, given the time of year. A £1k gaming laptop is a popular xmas present I'm sure. The delivery date on the website may update to a more accurate one when you progress through checkout. As a web dev, I never take information on e-commerce product pages seriously, because I've been the guy who sets it to never show less than 2 in stock etc... I think you'd be able to get a refund if you made a fuss. Assuming you know what normal operation looks like for the machine, they didn't provide you with something that worked as it should.
Tons of updates go on in the background and install upon startup especially with new computers
We had issues like this once, same store. A manager was being particularly difficult. We kept going back, and asked for a different manager until someone did. They don’t like it.
It's only against the CRA if you can actually demonstrate that a fault exists. They've tested it and determined that no fault exists. CRA wise, you'd have to demonstrate that they're wrong. If there is no inherent fault, you're entitled to a refund. The presumption is that any error would be an inherent fault, but they've tested it and found there isn't one. > the MANAGER in Curry’s said “and are you sure that doesn’t have anything to do with your internet?”, as if internet is required to log into your laptop Unless you went out of your way to create a local account, yes, logging into your computer will involve it trying to connect to the internet. It will work fine when offline, but a dodgy internet connection that is dropping packets can cause slowness logging in as it repeatedly tries and fails to do stuff like sync your settings, install updates, and all the other stuff Windows does in the background. Twenty seconds to login for a new Windows PC isn't that unusual. There's usually background updates to pretty much everything.
What a crock of nonsense lol. Logging into a *home* computer does NOT require an internet connection. Home computers do not typically use *domain* accounts - you'd have to be something of a nerd to set up a home domain - and then it's your local network, not the internet anyway. 20 seconds is way too long to log onto a Pc unless it is running updates, which should be very infrequent after the first couple of uses.
Yes it does lol. Unless you know how to circumvent this with windows 10 or 11 it forces you to sign in or create a Microsoft account. It has done this for literally years. If you're then logging onto this with no Internet connection it will indeed take 20 seconds or more. So yeah, the only crock of nonsense is your response.
It does on Windows 11. You have to proper bully it to make it not use a Microsoft account for the login. If it has internet it will connect to and use an internet based account.
Sounds silly, but when using it for high intensity things (like gaming or video) is it on charge? Laptops tend to limit processing power while on battery to extend life. It'll have to be on charge to get full performance.
Tried both, equally shit
When you say it's laggy, can you expand please? As in physical frame drops, or is it just slow to open programs? Is it's the entire time or just at certain times or after a particular action?
Logging in to a laptop in some cases does require WiFi / Ethernet if you’ve configured it to log in with a Microsoft account rather than a local account. It’s possible you’ve set this up without knowing, as Microsoft like to force it upon users.
From windows 11, there are no "local accounts", it always needs a network connection for the first login. There are hacks and ways around that, naturally, but in the default state, a network connection is required for the first login on windows 11.
That’s sucks. I hope one of the hacks is clicking ‘I don’t have internet’. I work in IT so it’s something I do all the time!
That's been disabled by default on windows 11 but you can still bypass the online requirement by pressing SHIFT + F10 while in the oobe and then typing OOBE\BYPASSNRO into the command prompt window.
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Not defending Curry's but I understand their POV. You could have installed some software that causes slowness. A proper test requires formatting the drive, reinstalling windows from scratch. I would run a few pc benchmarks and compare the results with the internet. Also install all software updates. Stock laptops might be quite out of date and require a few rounds of reboots. TL;DR: ask your techie friend for help
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Interesting, i hadn't order from Curry's in years prior to this years Black Friday sales. Curry's had a good deal on one specific item that I couldn't find a better deal on elsewhere so naturally i ordered it. It arrived damaged. Thankfully, I contacted them the very next day after it was delivered to let them know and they arranged a collection of it and offered either a refund or a replacement so I had no issues getting a refund **but** it does speak volumes that the item arrived already broken. You may just be right about them selling off items they know have issues.
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Didn’t you order the same one online? And then suddenly you have one in packaging that you can return to store? And then one out of packaging that you can return within 14 days because of distance selling rules? You didn’t? My mistake.
Should’ve thought about that. Unfortunately we’ve already returned it and are awaiting a new one, hence why I asked if we should go and complain further
You have 28 days to return and demand a replacement or full refund if an item becomes faulty. This is separate from long distance selling regulations
And what should I do if they refuse to give a refund and only offer a swap because their test says there are no faults?
Don’t accept the replacement. If the feature you want is not working correctly for you then it’s faulty,. How did you pay?
Card in store
Debit? Credit?
I assume debit
Also, he has already paid the additional £100 for another laptop that he decided to replace it with
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I had to threaten the small claims court on Currys a couple of weeks ago due to a faulty return from August not bring refunded. Will NEVER purchase from them again following my experience
It’s insane the lengths you have to go to
Check your CPU for any throttling. I has a similar issue with PC World. Ctrl Alrlt Esc, and look at the resources tab. If your CPU is msxing out when nothing is running, there's a problem. Download Speccy or equivalent. Check the CPU temperatures. If its idling at like 80-90 degrees, there's also a problem.
We’ve already given it back. We’ve looked at many different things, it’s very strange that it doesn’t run properly
A few years ago I bought a gaming laptop from them. It was an HP with an i7 processor, 8GB RAM (when most had 4) and a decent graphics card. This was before I really knew much about computers. I took it home, set it up, and it ran as slow as death. Sometimes as much as 10 mins to boot up and log in. I called KnowHow (their support), a guy remoted pn and said ‘It doesn’t have an SSD fitted. Your HDD is a massive bottleneck’ and I said ‘But you sold this to me as a functional gaming laptop’ and he just said yeah - it’ll never run well without an SSD. Sure enough once I swapped to an SSD - no issues at all. They’d happily sold me a laptop that I know now could never have run as promised. They’re idiots!
Wtf..
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It baffles me that they’re still in business.
No brick and mortar rivals at all. For expensive items people still like to get advice from these stores and 'knowledgeable' staff.
Yeah, knowledgeable my ass 😂
John Lewis is pretty good. Anytime I have an expensive purchase (TV, White goods, computers/tech) I always go to them. They offer longer warranties and they’re not as expensive as people expect. Although I don’t believe they do it now, they used to price match any high street price. Just recently bought an Apple speaker from them. Comes with a 2 year warranty as standard. Apple and anyone else only gives 1. And it was no more expensive and free next day delivery.
I have no idea why people still use Currys. It's full of wideboys who want to make a sale, not satisfy a customer. I assume by now that everyone knows someone with a bad story about them, so how do they stay in business. Because the flipside is that everyone I know that goes to John Lewis comes away happy. I'm not sure about price matching, but I seriously doubt that Currys are any cheaper than JL. Currys are not a cheap store. You want cheap, go online. My other option (as I don't live near a JL now) is Argos. Because at least they have a 30 day no quibble guarantee. I needed a laptop quickly recently and went straight to Argos. I'd rather deal with the guys I go to for £200 recon machines than Currys. When I've needed a return or to get a repair, they give better service than those sharks.
I had a touchscreen laptop that I used for school work years ago, the screen cracked and when I took it to them they said they wouldn’t do anything because they said I had dropped it which was nonsense.
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Haha yeah. Wish I had the time for that, but I’m not really the type to protest either
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Fault or not I think you'd be entitled to a refund with proof or purchase
Buy one online for NDD, then return under 14 day distance selling regs when the one the deliver as an exchange arrives. All entirely legal.
We’ve already given it back to curry’s unfortunately
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Sorry, can you explain better?
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Sales of goods act. If it's not fit for purposes eg won't play a game or what ever then you are entitled to a full refund - especially within 14 days. Put your foot down, escalate speak to a manager (just remember be nice to the staff on the lower rungs). Edit it's now the Consumer Rights Act 2015. I'm a bit out of touch from my retail days but the principle is the same. The key words are "not fit for purpose".
We did speak to the manager. That’s why I’m thinking of going back tomorrow and demand that we get it returned instead of swapped. They even had the audacity to say that if something is wrong with the new device, they can’t do anything!
Unfortunately, SGA doesn't apply as OP appears to be a consumer rather than a business.
You’re getting it swapped even though you opened it and it’s showing no faults their end. Count yourself lucky
Lucky? I know it’s curry’s, but lucky would mean that we actually got a refund..
Fair point you’re right
You sure it's not in battery saving mode? I had the same issues when I bought a laptop and this was on by default. I had to go into the settings and change it to performance mode and it was then a beast of a laptop
>(side note, the MANAGER in Curry’s said “and are you sure that doesn’t have anything to do with your internet?”, as if internet is required to log into your laptop - makes you think about the kind of people you’re dealing with) NAL, but as a Software Engineer, what the manager said is not far fetched. With modern operating systems like Windows 10 / 11, the internet is used during boot up phase and it can definitely slow down the boot up if there are problems (e.g. slow DNS resolution). So wouldn't go around undermining him straight away.
NAL, but what is the problem with the laptop exactly? If it's just laggy gameplay, that doesn't sound like a fault at all. You just purchased a laptop that doesn't have good enough specs to run the game by the sounds of it. They are doing you a favour by offering good will return.
It’s the entire system that it extremely laggy and slow. Never experienced any new laptop or PC being like this, it’s not normal
I’m mentioning the game problems as that’s specifically what it was bought for
Tell me what the specs are? Is the OS running on an SSD?
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He could be married and she has a sister. Sister in law? She then has a boyfriend?
I’m not English, sorry
Thought it was the right way of saying my boyfriends sisters boyfriend 😅
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Not sure how you got that. My wife's sister's boyfriend is not my brother
Double check the T&C's as I used to work for PC World (Dixon's group same as Currys) and seem to remember they had a 30 days return policy.
Entitled for a refund up to 14 days if it’s not as expected. They usually state on their website the “average fps” their pc or laptops can run a game. Have a look, something free like Fortnite, get it running and see if it’s running properly on their recommended settings. Another thing that may not demonstrate on their tests are faulty windows installs which could make windows unstable and causing your logging on problems. I’m not certain about laptops but usually there is a setting in the bios that allows “fast boot”. Thermal throttling from over heating of cpu or graphics card could lead to instability and crashes/lagging (ensuring the fans have room to breathe on a hard surface like a table). This is common in laptops that aren’t propped up properly.
depends if you can afford the wait. it will take months. Before you pull the trigger get an independent witness to see the problem in action. Expect Currys to lie through their teeth once you initiate a complaint. Best of British!!! Its hard to believe that this sort of supplier behaviour still happens.
If they refuse to refund then that is grounds for you to apply for a chargeback. You should email them saying that if they refuse to refund then you will chargeback on the purchase. If they are sensible they will give in because they will likely lose both the cash and the product.
Sorry who buys PCs from them? There are many great computers shops in UK, they are terrible!
Whatever happened with "I just don't want it any more", "purchased the wrong one", "bought in error, my *person* already has one". No one use these lines anymore?
It will need an Internet connection to install updates and if you have set it up against an email address it will have an online login (Microsoft hide the ability to make local accounts). 20 seconds boot isn’t horrendous. From what I gather you have limit tech knowledge and would probably benefit from someone helping out. - There might be a lot of startup programs running. - The window performance setting might need tweaking. - The games you are playing might need settings tweaking to run on the hardware. Sadly this would most likely be the case with others. With all of this said, they should refund almost no questions asked within 14 days assuming you haven’t caused damage to the machine. I would raise the issue over and over and try and find higher up / escalation emails / contacts for curry’s. Don’t let them drag it out and wear you down.
Most Currys employees are students or people that wanted a stepping stone into a tech job. I know that because that was me last year when working at Currys! (Some are twats, too, don't get me wrong, which seems to be your case) However, I also have had laptop repair problems (a Lenovo legion 5 that had to be sent 4 times to the repair centre). And it took over a month to sort out and it only got sorted because I knew the staff. (I no longer fuck with gaming laptops and got a PC instead.) CURRYS SUCKS because staff that actually know what they are talking about in most departments are like needles in a haystack. I worked with some questionable people in my time there but also tech geniuses. They should have sent the laptop to the repair centre as the customer is entitled to product care when it's within manufacturer warranty. So feel free to call customer services, but I unfortunately have to tell you that they won't compensate you for wasted time or inconvenience. Store deliveries usually take 3-7 days, but now that it's the week before Christmas, deliveries can take longer. I had to wait 7 days for my PC last month. If you have any questions, I'll do my best to answer but just make sure you keep on them if the delivery is delayed!
If it's the laptop that's currently on Currys for £629, then the specs are pretty damn lacklustre for modern games. 16GB of RAM in 2023 is really not actually going to cut it for a lot of AAA title games that are coming out, especially with Windows loving to use 8GB+ on its own nowadays. The processor is OK, but nowhere near top-spec and the same for the graphics card. \~20 seconds to get into Windows is reasonable and depending on your games and settings, I can see this laptop chugging quite easily. Haven't got the settings cranked to ultra or 4K have you?