Issue with PC World/ Whatever Happens policy

mikeinfected

Hi,

have a problem at the moment with a MacBook Pro that PC World have refused to repair or replace despite it being damaged in an accident when my four year old niece knocked over a table and sent everything flying about three weeks ago. Have Whatever Happens Premier Club insurance paid upfront for 5 years.

Like some others, seems to be the usual misuse/accidental damage quibble, and whilst I don't necessarily want to get into every part of the story here, wonder if one of the "insiders" might help if I outline the issue in a PM I've had with PC World for the last two weeks ? It's been shocking. Let's just say, at best, wrong advice without saying what it is at worst.

Starts with not hearing from them at all for 14 days, despite the ten day "guarantee" with Premier Club. Through four calls made to them I was first getting a replacement, to I could expect vouchers 24-48 hours from now to use in the store for a replacement (as the repair would cost more than the machine), to a day later being told Gary Perryment was sending a letter with photos asking how the damage was caused to the very next day the laptop appearing back at the local store, saying it would not be replaced or repaired. The Tech Guy said he was amazed and that he'd seen laptops in much worse condition be accepted. Haven't heard from Mr Perryment despite leaving a message with my landline, mobile number, email and (if he gave me 5 mins to switch over) fax number.

Each time I had these responses it should be clear that I phoned PC World to find out what was going on. The first call I had over the whole two and a half week period was from my local store saying that it had been sent back to the very place it came from. I've told the local store that I'm not prepared to take the machine back as I feel this would, in some way, constitute accepting their decision.

As I can't speak to Gary Perryment or email or fax him (or his department), strange in this day and age, I phoned PC World and the guy who answered the phoned allowed me to dictate a quick note that he'd pass to Mr Perryment. I haven't once been approached by him or his department, didn't get the letter (assume I won't if the MacBook is already at the store) and my appeals process seems to be contacting the very person who rejected the repair/replacement, without consulting me or the store (who seem to be vaguely on my side), in the first instance.

This is my work computer and I'm really in a bit of a fix without it (have a G4 but it really can't do what I need as you'd imagine) that's why I took the policy out in the first place - for the assurance of accidental damage and for the higher price for the ten day issue.

I haven't done anything wrong and yet the accident has been dismissed out-of-hand without even be consulted. Not sure how you can conduct an investigation without consulting the complainant at all but I guess I'm new to this kind of a deal.

Realise you're probably going to say to write to him but I'm really struggling without this computer, need it urgently as I'm self-employed and I don't see why I should even have to when the policy says that I should have a repair, or a replacement, in ten days.

Not looking for an upgrade or a better machine, merely the one sent in (it was badly damaged).

Sorry for a long message here (believe me the longer story is much worse) but if anyone can help I'd be very grateful.

I am prepared to be determined on this, I work in regional pr so have 1500 regional magazines and newspapers on my database and am prepared to research/write letters to all of the computer and trade magazines - Mac User, PC User, PR Weekly, Music Week etc and prepared to post in every consumer help forum if needs be in the next few weeks.

The total lack of respect and customer care they've shown over the last two weeks (much of which I won't go into here) I think is bordering on the disgraceful, especially for such a pricey policy.

I've been a customer for 12 years with the company and always recommended their stores and staff to people, despite being a Mac user, but I really do think this is pretty inexcusable.

Any help gratefully received, not angry but I am very, very disappointed.

Esqui

Normal route is
1 - WEH reject claim due to alleged neglect
2 - They send a letter
3 - You write back
4 - They make a decision.

Have they yet replied to the letter or the message you sent in response to the original letter?

(Also, I'm half convinced Garry Perriment doesn't actually exist. He's a bit like Colonel Sanders)

mikeinfected

Hi thanks for reply.

All I've had in two and a half weeks (despite the ten day guarantee) is those four phone calls (three of which I made) and the local store saying yesterday, words to the effect of "it's come back, not being repaired, not being replaced" And that they thought it was a "bad decision".

I'm going in tomorrow as thankfully the guy in store, who has been brilliant actually (very helpful) thinks he's managed to recover some info despite the mother board being damaged - hardwood floors don't mix well with laptops it would appear.

I really don't want to go the legal route if possible just wondered if anyone had any advise on heading this off quick, need that computer badly, rather than a long, protracted set of letters and counter letters and the Small Claims Court.

If not, to be honest writing to all of the papers and magazines would be quicker for me as I have all of the email addresses and can put a letter/PR together in ten minutes. Research on trade mags and consumer groups could be done in the evenings over a week.

I'd rather go that route (and genuinely, believe me I do mean that, not threatening it it's just actually easier) than the legal redtape way if I can.

I'm prepared to answer all the questions they might have, over the phone, online, via email or at the store but I haven't even be consulted. That really rankles, it's tantamount to inferring that I've tried to cheat their system.

I'm even starting to wonder (though I'm not saying it is, just wondering) if their "misuse" / "accidental damage" conundrum on the policy is worth consulting the OFT about...from a quick Google search seems a few people have grumbles on this.

mikeinfected

and apologies came on here not wanting to mention the issue but ask for help privately and I've ended up detailing this in public.

Didn't mean to but nothing here that isn't the truth. Just looking for fairness or for at least a chance to explain what's happen to them.

arcon5

mikeinfected wrote: »

I really don't want to go the legal route if possible just wondered if anyone had any advise on heading this off quick, need that computer badly, rather than a long, protracted set of letters and counter letters and the Small Claims Court.

If you go to court with this, the case will be thrown out unless you gave them reasonable opportunity to rectify the situation.

Once you have a letter declaring their final decision on the matter you could pay to have it repaired then go the legal route to claim back your costs.

Taking the computer back isn't necessarily accepting the decision. But I would be inclined to refuse to take it back, atleast that way it kinda backs them into a corner.

mikeinfected

Hmm might be jumping the gun then. If I don't get a letter from them will rethink, problem is that a replacement would be cheaper for them, so sounds like it wouldn't be worth it. Interestingly it was about to be repaired until the third party they use for Macs (Miron ?) decided to refer it to Head Office for that reason. Wish it'd been a cheaper repair or more importantly, cheaper machine (non Mac natch), seems I might have had it repaired then.

Thanks for this and will be spending most of a weekend here researching options I think.

isplumm

Have Whatever Happens Premier Club

Hi,

I have had a look at the http://www.thetechguys.com/services/whatever-happens/ faq section.

• Repair costs that have not been approved
• The cost of repairing or replacing a product which fails because anyone neglects, abuses or misuses the product

Are PC World getting out of paying cause of that 2nd clause - I would read the t&Cs carefully .....

Suspect this will end in court - so I would start printing of all info about this "What Happens".

Mark

mikeinfected

I'm guessing it's the second, no-one's said on the phone or written to me, even though they have every way possible of getting in touch. I'd even buy a carrier pigeon if they'd prefer.

going into the store today (which is a bit of a pain as it's nearly forty minutes away and I don't drive), Tech Guy says he's got it running again but keyboard's not working. At least, thank goodness, I might be able to get a backup of recent work and to be honest that's half of the worry...not that I have anything to backup it up to, the extra disk space needed would melt this old desktop.

Not accepting it back though.

Strange they assume misuse (not accidental damage) without asking what happened. Not saying this is why obviously but it did cost £1800.

Have their pamphlet and all of the receipts et al. Just no communication apart from the instore guy who couldn't have been more helpful. Can't believe he's gone so far out of his way to get the laptop working, he's been so helpful it's hard to believe he works for the same company.

audievo

Hmmmm,
A laptop on a table which gets knocked over and causes more damage than the cost of the machine.......wow!!!! £1800 worth of damage from a 4 year old!!!
From a neutral point of view it seems hard to believe you can write off a macbook pro, quite simply because they are so expensive.

I always buy direct from apple, much better service than anyone else.
I broke a iphone4, it was me, no excuses i broke it, smashed the screen.
Took it to apple ready for a big bill to repair but...... they took my broken phone and gave me a brand new one for free!!!!

How old is the machine? have you tried apple?

CoolHotCold

audievo wrote: »

Hmmmm,
A laptop on a table which gets knocked over and causes more damage than the cost of the machine.......wow!!!! £1800 worth of damage from a 4 year old!!!
From a neutral point of view it seems hard to believe you can write off a macbook pro, quite simply because they are so expensive.

I always buy direct from apple, much better service than anyone else.
I broke a iphone4, it was me, no excuses i broke it, smashed the screen.
Took it to apple ready for a big bill to repair but...... they took my broken phone and gave me a brand new one for free!!!!

How old is the machine? have you tried apple?

Apple offer no accidental damage policy, and while their customer service is very good and the Genius have policy leeway I wouldn't rely on the goodwill.

But thats not helping the consumer/OP so I would advise Mike to write a complaint letter (with two contact no's) stating the facts and problems he's had and take it into PcWorld who will fax/email the complaint off to the medics (Or SaveOurCustomer team) who will get back to you within 24/48 hours. Put down the facts, any timeframes, etc and what you expect/resolution.

Culex

Esqui wrote: »

I'm half convinced Garry Perriment doesn't actually exist. He's a bit like Colonel Sanders

Ronald MacDonald, surely?