advice on pc world regarding fixing a laptop

rsbecki

hi i hope i have posted this in the right section

i brought a laptop from pc world for my son just over 12 months ago and took out the extra insurance which i pay for everymonth.

well he had dropped it a few times so the screen has craked along the bottom ov the screen, it over heats and switches itself off and all the usb ports are knackered!
well anyways i took the laptop to b repaired on the 30th ov march they said it would take between 7 and 14 days to be repaired which was far enough as i dont expect it to be done over night lol however i phoned them on tuesday just gone to be told that it still hadnt come back and that one of the tech guys would get intouch with me,
had a message off them yesterday to say none of the repairs have been done yet and will take between 10 and 14 days for the parts to come (they only ordered them one tuesday then it still has to be tested about the switching off thing ...)
so on the 27th of april they will have had the lap top for a month..i have read somewhere that if they havent fixed it by the 28 day guarentee repair thing that i can ask for a new laptop would this still be the case even tho i brought the laptop 12 months ago

any advice on this will be hugely appreciated as i dont know what to do as when i went in store last week to ask about it the women i spoke to got quite snotty with me sayins she did tell me it could take up to 14 days even tho it had been longer than that

lucylucky

"i have read somewhere that if they havent fixed it by the 28 day guarentee repair"

Find out where you read that and if it is true. If so go in and demand a new laptop

Jojo_the_Tightfisted

1. Try sending a polite email to them explaining it has been so many days and you understand that you are due a replacement as they haven't fixed it within the set period.

2. Explain to your DS that he treats the laptop as if his life depends upon its continued safety. There isn't any excuse to repeatedly drop it and ram things into the USB ports. Laptops aren't indestructible, but this one seems to have taken a hammering during the 12 months you have had it.

Jojo_the_Tightfisted

Found the condition on their website

What happens if you can't fix my product?

If your product is beyond repair, or we can't get the necessary parts and do the repair within 28 days we'll replace it.

Link to their webpage : http://www.pcworld.co.uk/gbuk/whateverhappens-296-theme.html

mc33033

rsbecki wrote: »

well he had dropped it a few times so the screen has craked along the bottom ov the screen, it over heats and switches itself off and all the usb ports are knackered!

This doesn't sound good. Insurance policies or extended warranties are for accidents, your son still has a duty of care to ensure he treats it in a reasonable manner. They may try cancelling the policy if they suspect he is abusing the laptop.

rsbecki wrote: »

i have read somewhere that if they havent fixed it by the 28 day guarentee repair thing that i can ask for a new laptop would this still be the case even tho i brought the laptop 12 months ago

Simple thing to do in this case is to check your policy T&Cs to see what they say, you can hold them to what is in there. If not timescales set in it then they just need to complete the repairs within a reasonable time - if you don't believe they are doing this then you write to them and give them a set timescale (you will be "making time of the essence") to complete the repairs or provide a replacement/partial refund.

rsbecki

lucylucky im sure i have read it on the paperwork they gave me when i took it into being repaired

jojo the tightfisted..laptop was dropped twice and both on accidents..as i brought it for my son i thought it would be best to take out the insurance because you never know what might happen lol...the only things that are plugged into the usb ports are a internet dongle and another little device to upload pics on but one by one they have stopped working
my son has been warned that when this gets repaired he has got to take better care of it otherwise i will not let him use it anymore as they arent cheap things to replace

Jojo_the_Tightfisted

Kids, huh. Nightmares .

Well, I've put the bit where they say they will replace the laptop in my previous post - you could copy that and send it to them in an email.

It was a very smart move to take out the plan. If they do replace it, you will need to take out another plan to cover the new machine, according to their website, but hopefully, your son will take your warning seriously!

4743hudsonj

Yes they do operate this guarantee, although i thought it was 21 with whateverhappens? maybe that's changed.

However bear in mind that this will take upto a week to process any ways.

They will send you vouchers that can only be used in-store (which is a pain).

Be careful though and print off the full specs of your laptop as under the guarantee it should be a spec for spec replacement.

When this happened to me i required £1000 of vouchers to meet my spec (i bought a clearance display model) they only provided £600.

I had to sit there and argue this point and get them to ring to confirm extra money.

I actually got £100 extra just because the £900 model had an inferior webcam which didn't bother me that much but its their terms and conditions so I thought why not, i get a better webcam and superior graphics! lol make sure you do the same!

rsbecki

thank you for all the advice u have given me
just a little update on the laptop lol

well went instore today to find out what was goin on with the laptop as it has been 28 days with no call from them.
went in the store and asked them about the laptop (saw the same woman who booked it in and also this woman i saw 14 days ago when i went in to see if it had been done)
soo when i booked the laptop in the woman said to me it would take between 7-14 days to be repaired(this was the 30th of march) all she said was the usual take 14 days at the most to get done) when i went in 2 weeks ago i saw the same woman who got quite shirty with me sayin "i told you it would take up to 14 days" i then told her it had been 14 days for her to start being funny with me and so on

so that brings me to today..i went in the shop and it was this same woman who was at the counter..i asked her if the laptop was done as it has been 28 days and she turned round to me and said i told you it would take 7-14 dependant on wether the parts where available...which she didnt tell me when i first booked the laptop in..so i told her what she said to me and she said she didnt..then she starts going on about the laptop being picked up with in that first week i took it in

i took the laptop in the 30th and it was collected the 7th..and she said when i went in 2 weeks ago that all the parts was ordered and it was being fixed

she then told me today that the parts was only ordered last week..so i said to her then why did you tell me it would take the 7-14 days to be fixed from start to finish anyways she was adamant that she said it was 7-14 days dependant on parts (which she never said to me)

after about 10 mins of her being arsey with me i refused to talk to her and ask for the manager (now this is where the fun part starts!!!)

the manager came straight over to me immediatley raising his voice (him being male and me female lol) telling me that he needs to get his member of staff off the shop floor because she was crying! not once did i shout at this woman who was serving me nor did i swear or anyting, the manager was quite arrogant and would not let me get a word in edgewise..he told me that he would be back to sort me out as soon as he had sorted his staff member out and removed her from the shop floor cos of her crying

now im not the type of person to shout or loose my temper was just trying to get through to her that what she rekons she had said to me was not the case

anyhows the manager came back to me after about 10 mins and was quite arragant and so on
i told him what had gone on about what his member of staff had said to me and her tone of voice..he said his staff member is more important to sort out first than the customer and he had asked her what she said and once again said that she had said 7-14 days dependent on parts which is a lie

i rang my partner who was with me when i booked the laptop in( as he wasnt with me when i went in 2day) put him on loud speaker for the manager to hear all i said to my hubbi was
"when we booked the laptop in what did the woman say to us in how long it would take...his reply was the 7-14 days

the manager was adamant that she had said what she said...but she didnt..he allso went on to say that she had worked there for 10 years and no one had complained about her!!! i wasnt complaining about her i just refused to talk to her after she had lied about what she said..simple as!

i feel the manager and the woman who served me was both out of order
1. in the way the woman spoke to me not just 2day but the 2 weeks ago
2. the way the manager first came over to me and was raising his voice..he was that loud loads of people was looking at what was goin on

after he had sorted the member of staff out he came over to me plus 2 other male members of staff..for godsake im a woman so why would it take 3 members of staff when all i asked was to talk to the manager

i feel upset in how i have been treated i still have no fixed laptop could take up to another 2 weeks...do you think i am over reacting or do you think i would be able to put in a complaint

really sorry for the long post but need the best advice i can get and what other peoples oppinions are

thanks in advance..bexs

Esqui

It is 28 days under WEH standard. While the store, under goodwill, could theoretically exchange, as they've gone outside the rules, you'd only get the purchase price back. If you wait the 4 weeks and get it written off under WEH, you'll get the price of equivalent spec laptop back (and can get it increased if something isn't quite to the same spec).

David_Aldred

Took my laptop into PC World as it had a fault and was told they offer a repair service for £229.00 with a comment from the member of staff that the repair is usually undertaken within 10 days. Given the cost of a replacement laptop the repair cost seemed to make sense. The member of staff said I would get a text when the laptop was sent from the store to their workshop and a text when it would be back.

No texts arrived.

After fourteen days I rang the PC World tel number and eventually got through to a member of staff at their HQ (you cannot phone the local store direct) who then tried to ring the store on my behalf but got no answer so they said they would send an e-mail to the store on my behalf and I would be contacted within 24 hours for an update.

24 hours passed - no telephone call from PC World.

I then returned to the store to be told that the laptop had not yet been repaired. Okay thinks I, we are only a few days over the ten days quoted, so I ask how much longer they think it will be and this is the best bit:

The member of staff tells me that one of their repair centres has been closed down and they currently have over 8500 machines awaiting repair!
A reasonable question was obviously how long would it therefore take to have my laptop repaired? No idea says the member of staff. Do you have a direct number that I can call you on at this store given that I live some miles away? No says the member of staff all you can do is call the main tel number for PC World. I explain that I had tried this before and been unable to get through to the store for an update so the member of staff tells me I will just have to keep calling in to the store for an update.

One perhaps can sympathise why I might be a little fed up at this moment in time.

Suggestions anyone ?

Kindest regards to all, Dave