PC World has denied reports that it considers the warranties on its computers void if customers install Linux.
On Tuesday, a reader of the technology news website Slashdot claimed to have taken a recently bought Acer laptop back to PC World to have the hinge repaired, only to be told that the installation of Gentoo Linux on the machine had voided the warranty.
"PC World said that installing Linux had voided my warranty and there is nothing they will do for me," wrote the reader, identified only as Tikka. "I spoke to a manager, who said that he has been told to refuse any repairs if the operating system has been changed."
A spokesperson for PC World denied the claims on Wednesday, telling ZDNet.co.uk that the store's policy was that "as long as we are still able to get the computer/laptop back to its original manufacturer's settings, the customer is free to install other operating systems like Linux".
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The spokesperson refused to comment on Tikka's individual case without further details, but explained that the original manufacturer's settings "enable us to get the computer running stable again with the initial operating system". This meant having to re-install Windows.
PC World's spokesperson added that customers who replaced Windows with Linux were encouraged to reinstall Windows "where it is feasible" before returning their machines for repair. "As long as PC World or the TechGuys [PC World's IT support staff] are able to restore the initial settings, there is no void with the warranty. In cases where customer wants to install Linux, it is vital that they make a Windows recovery disc first, unless this comes with the computer," said the spokesperson.
Talkback
What has the OS to do with fixing a hinge? Sounds a little "microsoftish" to me.
They're "The Tech Guys", aren't they? Why not just swap out the hard disk with one with Windows pre-installed on it? OK, I suppose they'd almost certainly have to reactivate Windows too, but that wouldn't be too difficult for PC World either, would it? Particularly if they're only repairing the laptop's hinge...
I have a sneaking suspicion that you can't make a Windows repair disk without accepting Windows' EULA too, so I would consider the advice to make one to be completely unacceptable.
I'm glad I didn't buy my laptop from PC World!
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This topic has been covered by quite a few technology news sites and from what I've read yours is the absolute worst coverage.
* You make no effort to talk to the complainant and devote only a couple of sentences to present his side.
* You make no mention of the fair trade act which prohibits the policy PC-World are accused of.
* You say nothing of the absurdity of needing to install windows to have a hinge repaired or that linux could have played any part in breaking that hinge.
In fact all you do is allow PC-World a platform to flatly deny the story. Are they an advertiser on your site by any chance?
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Thank you for your comments. From a journalistic point of view, the complainant had certainly got his side across already, because it was his words that got reported on Slashdot and discussed at great length there and elsewhere.
In fact, to my knowledge, we were the first reporters to actually approach PC World for comment rather than simply mocking them. It was clear that some miscommunication had taken place, and we were keen to clear it up. As it was, our approach to PC World revealed a further absurdity in their recommendation that Linux users must reinstall Windows when returning their machines for repair.
As for not mentioning the absurdity of the hinge/OS disparity, we like to think our readers are bright/informed enough to pick that up for themselves. If you read our site, you will notice that we reserve comment for the comment and blog sections, and try to keep our stories straight-faced.
Although this is a 3 year old article, I felt I should comment my latest experience.
I recently bought a laptop from Currys Digital. I am a Linux User, so is my wife. When buying the Laptop which comes with Windows7 installed the guy at the counter asked me if I'd like to buy their optional cover for any breakage or damage.
I asked him if it would have me covered even if I had removed Windows and installed Linux installed and his reply was "No". If we change the software then the warranty is void. So they wont cover for any damage. I argued pointing out that the cover was supposed to be for hardware and not software. He stuck to the point that the cover will only be valid if the software has not changed. Regardless to say, I opted not to have it.
@Sam.Albuquerque, I know exactly what you mean. I bought a netbook at Fry's last year and they told me the same thing. The only way any repair is covered is that it must be returned the same way it was sold. I even tried to get them to remove windows and let me have a blank drive, and he said they couldn't remove the OS. He said their contract with Microsoft forbade any changes. So, you can thank Redmond for this.