PC World's Whatever Happens Fiasco

pamelac858

AJones456, you said:
I can tell you conclusively that the 7 days starts from the time that the unit (TV or Computer) has left your house, or you dropped it off in store if a store disputes this or the customer service then you should escalate the call immediately. Staff should see this available on there intranet and it clearly states its from drop off that the clock starts.
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They inform me that this does not include transit time; therefore it will be at least 2 more weeks before I hear anything one way or another. Can I ask what makes you think this, as I'm new here and want to draw on Martin's bravado in exercising my rights?
How do I escalate the call, because my efforts seem to be ignored.
Thanks.
Pam

pamelac858

AJones, can you point me in the direction of where this information is? I would like to use it to support my case with them.

Thanks.

Pam

Esqui

It should be on your document. If not, they can check it in store on the intranet (in the Compass operations guide).

It reads:

When the clock starts - on the day a courier collects the item, on the day when we first set foot into your home to inspect the appliance or on the day you take your item into store.

When the clock stops - on the day when the item is repaired and ready for re-delivery.

So the 7 (or 21) days includes transit time to the repair centre, but not from it (otherwise people would keep putting off the redelivery in order to get a new one).

pamelac858

Equi,

Thank you for your reply. The saga continues, but I'm going to start a new thread as there are new developments and I need more technical advice.

I travel for work and am gone a lot and am trying to stay connected on a netbook, which is both frustrating and most times almost impossible, as it locks up, etc. (it has XP; I'd forgotten what a PITA XP was!).

Thanks again for your help; I hope you can offer advice on the new issues as well. I really DO appreciate everyone's help/input, especially when I'm not able to check back as frequently as I'd like.

Pam

wealdroam

pamelac858 wrote: »

The saga continues, but I'm going to start a new thread as there are new developments and I need more technical advice.

Pam, please don't start another thread.

If there are developments, then just add them here.

bod1467

No. You are correct. If you have a (different) technical issue then a post in the Techie Stuff board is probably the right thing to do.

Technical issues are not Consumer Rights.

wealdroam

bod1467 wrote: »

No. You are correct. If you have a (different) technical issue then a post in the Techie Stuff board is probably the right thing to do.

Technical issues are not Consumer Rights.

In which case this thread should be moved to the appropriate board.

PM a board guide to get that to happen.

There is nothing worse than two or more threads both addressing the same issue.

pamelac858

OK, will do. Sorry for the 'threat' of thread change.

Developments:

Laptop returned, as I noted above, and it shut down after it had been in my possession 50 minutes. This was the THIRD time it was returned without the fault being fixed, though the second time, the engineers could not find a fault, as it's supposedly intermittent (meaning it only happens to me, within a day or 2 of getting it back) and the engineers won't test it under the conditions which I have told them it fails; e.g., turned off as you would at night, then turn back on in the morning (or rather, it won't).

I got it back and drove 15 miles to the store in Aylesbury to return it, as we were going to be on the road that Friday (last Friday), and they told me that the pickup would be faster from the store. It wasn't but that's not the issue at the moment.

I called the next day to try to escalate the issue, as this the FOURTH time since mid-July it's been in for the same issue, and was told to go to the store and try to replicate the issue in front of the technicians there, but lo and behold, the damned thing fired right up!

HOWEVER, I have thoroughly documented what the laptop is doing on video, with photos of the screen, and written documentation since the second time it went in and the technician basically called me a liar, saying that it ran just fine. I have worked in IT for almost 30 years; it is NOT working as it should - but I pay these people to troubleshoot so I don't have to.

After I attempted to escalate the issue with KH, I was told they were going to try to get a replacement due to poor service, which by God, it has been! I was told I should hear something by yesterday, but no word, so I emailed them last night, asking for a status report and informing them that I have another week # trip for work coming up and I NEED MY COMPUTER!

REMINDING the reader that I have not had an operational laptop for more than about 10 days (giving them the credit) since July 1 when it failed the first time.

Tonight I got a reply from Paul at the 'Let Us Know' 'team' saying:
Having noted your enquiry I can confirm that it could take a maximum of 28 days to repair your product under the repair plan that we have in place.

NO! The information I have from when I signed up for the Premier Club of (then) Whatever Happens (now KnowHow) says:
"If your Laptop Computer cannot be fixed within 10 days, you can ask for another one for FREE'

I am now BEYOND ANGRY & FRUSTRATED!

I took out this warranty to avoid just this situation, and yet here I am, without a working unit and NOW I"m being told it can be another MONTH? NO NO NO!

I am considering asking to escalate my claim yet again, based on the following facts:

* They have had THREE former attempts to fix it (they have it again for the 4th time.)
* Every time it's been returned, it's failed almost immediately, and it's a good 11-14 day cycle from pickup to re-delivery, only to have it fail again.
* I have videoed, photographed, and documented what the laptop is doing, when it's doing it, etc., and I'm convinced they did not even view any of it, as no one even seems to know what happend to the SD card with the info is (it was not returned to me, in spite of my written request that it was returned with the laptop).
* In MY view, they are in violation of their agreement to return the laptop in working order and if it's returned more than 2 times (or 3...or 4, depending on which person you speak with) within (again the time varies from 30 days to a year), you are entitled to a free, like-for-like replacement. I have NO faith in the laptop I love; I have to have a unit I can depend on!
* They are in breach of their own written 'contract' that I was sent upon applying for the warranty, in that it's been much more than 10 days (though not consequtive, as they've claimed it means), and they have had THREE NON-SUCCESSFUL attempts to fix it. HOW MANY TRIES DO THEY GET???

I am now ready to take some sort of action claiming compensation for loss of use of my laptop, as they have danced me all over floor with this situation. I am NOT the kind of person to do so, but I have been so flim-flammed with this whole situation that I want SOMEONE to FIX IT and LEARN from their failures and in this culture, it seems claiming compensation is the way to do it.

Where do I go from here? I am American, I've been here 12 years, but I don't understand your system. I am in tears of frustration trying to work with these people; I'm at my wit's end!

It's COMPLETLEY unacceptable for them to claim they have 28 days to repair now, after having it most of the last 2 1/2 months! I don't know where to turn.

Also, again, I'm on the road for work most of the time, so getting answers/emails is difficult, so if you can email me personally, I'd appreciate it. [EMAIL="pamawar.fb@gmail.com"]pamawar.fb@gmail.com[/EMAIL] ANY help/suggestions would be so very deeply appreciated!

Pam

pamelac858

While this is a techical issue, it's more about consumer rights and what rights I have, having purchased an extended warranty that are not being honored in the spirit in which said warranty was/is presented.

Pam

pamelac858

Please, I need to know who to write to/call to get this looked at objectively as they have clearly breached their contract and I just want a new laptop that WORKS. I have a strong feeling that this boils down to the spec of the machine I have vs what they want to pay out on - it won't be cheap to replace.

I understand that a bottom line is a bottom line, but I PAY them to insure my access to a usable laptop and have for 18 months.

Pam