Currys - Problems with Laptop repair - where do I stand? (Whatever Happens Premier Cl

lou031205

(Also posted in Geeky stuff)

I put my laptop in for repair on 15/08/11. The policy says 'if we can't repair it within 10 days we will replace it.'

Cutting a long story short, they are now saying that I won't get it back until at least 28/08/11, but because the laptop is repaired, I can't claim a new one!

Where do I stand? There is NOTHING to say that transit time is excluded from the 10 days, but at the same time, the policy doesn't say 'repair it and return it to you...'

I am so disappointed with their service. It has already cost me £150 over the last year, supposedly protecting me from exactly this sort of thing.

Thank you in advance for any advice.

somethingcorporate

It should specify on the contract as what days the 10 days refers to. My brain is telling me it is probably 10 working days which would probably mean they are within that time frame.

lou031205

Thanks for the reply. It doesn't say that it is working days. They accept that the agreement says '10 days' but say that because they have repaired the laptop, the clock stops, and they can get it back to me when they want to.

bod1467

Their website implies 7 days for Premier, but again doesn't say whether working days or not, or whether shipping time is included - very wooly.

Replacement product

If we are unable to repair your product within 7 days for WHATEVER HAPPENS™ Premier and 28 days for WHATEVER HAPPENS™, you may request a replacement product. The replacement will usually be in the form of vouchers to enable you to purchase a product of equivalent specification. Occasionally you may receive a fully reconditioned product.

Esqui

The 7 days starts:
On the day you bring your product into store
On the day we pick your product up from your house

7 days ends:
When the product is repaired and ready to be sent out

It is phrased like that to stop people putting off deliveries, or not answering, in order to make it take longer to get back to them. Three days is a little long, but not too bad, given that it's bank holiday weekend.

lou031205

Esqui wrote: »

The 7 days starts:
On the day you bring your product into store
On the day we pick your product up from your house

7 days ends:
When the product is repaired and ready to be sent out

It is phrased like that to stop people putting off deliveries, or not answering, in order to make it take longer to get back to them. Three days is a little long, but not too bad, given that it's bank holiday weekend.

Thanks for the replies. My agreement is the old one, which gives the 10 day 'fix' rather than 7 days.

What is upsetting me, is that there is NOTHING that talks about transit time, and the customer service people don't seem to understand why I am not content with the laptop being 'fixed' but sat in their warehouse.

They confirm it has been 'fixed' since 23/08/11, but it hasn't even moved from the Newark workshop to their distribution centre. They are quoting Sunday 28/08/11 as the delivery date - call me a sceptic, but I really can't see them delivering my laptop on the Sunday prior to the Bank Holiday, can you??

Esqui

I can, they deliver 364 days a year now we use our own delivery network and not DPD. And for clarity, that day of no deliveries is Christmas Day, not the 28th August