Issue with PC World/ Whatever Happens policy

Esqui

And the Easter Bunny

mikeinfected

Hi folks,

Sorry for not being here recently, this week have been tied up with 13 hour work days and spending all evening helping someone paint and decorate their new flat so have been very tunnel visioned.

Thanks for help here, in response to audievo, did say in my first post that I didn't want to go into all of the details but she knocked the machine (I guess by running into the cable or the table) from a laptop stand, onto a marble breakfast bar onto a hardwood floor, taking 2 cups of coffee and a large Coke with her.

And it wouldn't have been £1800 worth of damage, would have been the cost of the repair vs the cost they pay for a MacBook Pro (clearly that woudln't be anything like £1800) and I'm not sure why you'd think an expensive MacBook is less prone to damage than any other to be honest. No offence meant though, realise it's only a comment and sure you weren't questioning my integrity.

As CoolHotCold points out Apple don't cover accidental damage which is the precise reason I went to PC World in the first place.

Amazingly the Techguy in the PC World store spent an hour (an hour even, astonished he would) cleaning the mother board and managed to get it working so that I could go in with an external hard drive and backup missing files. Incredibly grateful to him but still said I wouldn't accept the machine as I believed it was still covered on accidental damage.

Will get back to you but just wanted to drop a note showing that not all of this PC World experience has been a nightmare and to thank people who have offered helpful advice here, it's much appreciated at a time of mild panic on my part.

Will come back when I've heard back from them (email and letter sent and two mesages left for "Gary Perryment").

Thanks folks,

Mike

mikeinfected

blimey, now here's a turn up.

Out of nowhere received a letter this morning saying that I had been awarded replacement vouchers to use in the local store for £2099, the cost of a brand new top of the range i7 Mac Book Pro. They're also refunding the cost of the Anytime Agreement pro rata for the months still to run.

Stunned and very happy with PC World for this, nice to be able to report a company who do honour their agreements. In fact that's way more than I'd expected from them in the first place.

Guessing someone on this forum might have helped behind the scenes. If that is the case thank you very much, it's really appreciated and I wish I could thank you directly as it's been a major worry the last three weeks, especially after suspecting I may in for a long, drawn out series of disappointments.

Well done PC World, others may have had problems but really glad to see that despite a couple of hiccups they do honour their policy. Very happy man today.

mikeinfected

thanks for all of the helpful advice here too folks...much appreciated

visidigi

great result! I just wish these companies didn't put you through all the crap first when they are going to do things like this...

CoolHotCold

Not a excuse but just a reason, TheTechGuys are being rebranded and retrained to KnowHow. Part of this involves a brand new KH Newark repair center. For the past few months there are teething problems as everything was physically moved from one place to another place and new systems put in place. Like I said, not a excuse but a reason why a few things get missed / take longer then they should of.


Very glad to see Dixons Retail sorted you out, also if you don't get any luck on the phone always go into the store usually they guys there are much more customer focused (due to having the harder job of actually having the customer in front of them) which it seems you've already found out. What store was it you visited?

mikeinfected

went in and found out that the voucher doesn't have to be used on one machine and that the refund for the months on the Whatever Happens could be processed by the store towards something else - £ 2099 + about £ 366 in one go. Amazing, now have a new 27" imac and a 15" last year's model i-5 Mac Book Pro (so that I can keep the laptop out of harm's way at all times). Way more than expected, way more than I asked for.

Was really worried about this but ended up being very, very happy (obviously). Well done PC World though I am going to have to save up a bit to get them both covered.

Thanks for everyone's help !

fluffnutter

Not that it's much help with this particular issue... I was offered this policy last week when I bought a new lappy. I rejected it (nearly £200 for three years!) on the following grounds: if my laptop goes wrong I'm protected for free under the SOGA; if I spill something on it accidentally I'm covered under my home insurance policy. I couldn't see what benefits it was giving me, frankly. (Not that I'd have taken it out anyway, TBH. I have as little insurance as possible, money for old rope, mostly).

dan_l

fluffnutter wrote: »

Not that it's much help with this particular issue... I was offered this policy last week when I bought a new lappy. I rejected it (nearly £200 for three years!) on the following grounds: if my laptop goes wrong I'm protected for free under the SOGA; if I spill something on it accidentally I'm covered under my home insurance policy. I couldn't see what benefits it was giving me, frankly. (Not that I'd have taken it out anyway, TBH. I have as little insurance as possible, money for old rope, mostly).

I don't think its a straight forward as that. Firstly if you claimed on your house insurance there is an excess plus you then have a claim against you so risk an increase. Secondly the SOGA is fine if you can get an engineers report to prove it is an inherent fault, not all faults are inherent so it's not a guarantee you would be able to claim successfully for any fault via that.

fluffnutter

dan_l wrote: »

I don't think its a straight forward as that. Firstly if you claimed on your house insurance there is an excess plus you then have a claim against you so risk an increase. Secondly the SOGA is fine if you can get an engineers report to prove it is an inherent fault, not all faults are inherent so it's not a guarantee you would be able to claim successfully for any fault via that.

I agree it's probably not that straightforward... but I'd still take the risk and save the £200!