Currys Laptop! HELP Please!!

buffness

Hey all,

I was wandering if someone can help me!!

I purchased an Advent (yes, this is where my mistake was!) Laptop from Currys in October last year.

In July this year, it started developing a few faults. The CD Drive started playing up, but most annoyingly, the touchpad on the laptop started doing its own thing! You didnt even need to touch the touchpad and the cursor would move around randomly. Also, the left button would "double click" when you just wanted it to do a single click!

I contacted TheTechGuys as it was still under warranty and they arranged for it to be collected. On the 6th August it collected. Within about 10 days, it came back to me. The report sheet shown that a new cd drive was installed, along with a new hard drive (??). The hard drive was not faulty so I have no idea why they replaced that. More importantly, the touchpad was still the same!!

I contacted TheTechGuys again and they said it would need to be booked in for repair. I explained that I really needed my laptop for my job and if I could simply exchange it. They said that it would need to be with us more than 28 days before we would even consider it. I sent it in again on the 25th August.

It came back to me around the 1st September and they said there was no fault found!! So, again I rang TheTechGuys and they said it would need to be taken back to store to show a member of staff the problem, and then they can update the notes on my file and be sent off again! I did this, and again it got sent away on the 7th September.

Yesterday (25th September) I rang them up as I still have not received anything and wanted to chase the laptop up. I spoke to a guy who said that they are still awaiting parts. I tried to argue the fact that I really really need my laptop for my job and whether I could exchange it. He then said to me that because the laptop has come back to us 3 times, AND because there was less than 10 days from when u called us on the 1st September to the day it got sent away (7th September) that is more than 28 days so I can go to the store for an exchange!

I asked him to clarify this with his manager because I didnt want a wasted journey to the store. He put me on hold, came back and gave me his name his office location and also updated my file with notes and asked me to go back to the store, ask the store to call TheTechGuys and read the updated notes.

I did this today, and the store have said to me that I now have to wait for the following:

• The laptop would need to be repaired first, then sent to the STORE before I can exchange it.
• This could take a maximum of 21 working days because they need to fix the issue FIRST, then transport the laptop back to the store (this could take a while as they were still awaiting the parts to fix it!)
  

Again, I argued the fact and said the guy from TheTechGuys said I could simply exchange the laptop. So, a wasted journey to Currys on a Saturday Afternoon (I am close to the Man United Football Ground so the traffic was HORRENDOUS)

I now have come home with no laptop, yes I have got what I wanted by exchanging the laptop but now I have to wait ANOTHER 21 days and pay more money to a hired laptop company because I really do need a laptop for my job.

Please can someone help me.... do I have a right to complain? I have spent nearly £4,000 in the same Currys store on TVs/iPods and DVD Players etc and I am dreading to think if this will be the same scenario if any of those were to break down.

Please please help

Thank you

xx

Esqui

buffness wrote: »

Please can someone help me.... do I have a right to complain?

You always have a right to complain; free speech is a fundamental principle of our laws

naz101

Hi,

I think this advice might bea few years out of date as I havent worked for the Dixons group for a while.
When I worked for the link, if a phone was faulty and the people at mastercare said the I could go into store and get a new product they usually sent out a voucher for the amount which I could spend on anything in store.
When my monitor became faulty, they finally sent me out a voucher for a new one but which didnt have a few of the functions that my old one did. I went to a store with nice people who then spent over half an hour on the phone to mastercare and got a voucher number over the phone to stop me from having to come back in. I maganed to get a new monitor worth £400 when i paid £350.

I would suggest you go into a different store (if you can) and get them to phone the tech people infront of you.
I dont know if currys policy has changed that much but i think its strange they will make you wait that long ( although vouchers did take up to 14 days at times)

The other suggestion would be to call the tech care team and ask them what to do as currys are being a pain.

After you get this sorted, I would fire off a complaints lette to HO:rolleyes:

Esqui

The vouchers are generally only issued for coverplan/whateverhappens customers (and they come electronically now, we are swish!)

For normal warranty things, if the tech guys cannot repair, they will send a letter to store authorising exchange. If they take too long, then the store has to take the hit and do a swap, resulting in them having to sell a pre-owned, ex-repair item when it comes back. So you can see why they may be reluctant.