Currys/PC World Whatever Happens/KnowHow Rejection Claim

Simon.Khadija

InsideInsurance wrote: »

So from what you say, they are disputing the version of events that you have given and are rejecting the claim.

As other have pointed out, DSG go to fairly extreme lengths to ensure that it isnt deemed and insurance policy and so not covered by the FOS complaints process.

You therefore need to follow their complaints process as outlined by them, if that is not successful then your next port of call would be sending a letter before action and going to the courts for a resolution.

Was the iMac standing up on its stand or laying down? With the design of the rear of an older iMac it would be surprising if a large amount of liquid got into it from fluids being poured onto it from the top when its standing up properly.

It would seem that way yes. They never asked for a proper explanation until it was rejected.

Yes it was standing up on its stand, but from what I can gather, the screen was tilted forwards, and because I didn't know any liquid was on the top of it, when I have then picked it up and tilted the screen to a flat position the liquid has seeped down. And when transporting it to the store, I assume more liquid that had probably settled towards the top had then gone further down. If that makes sense?

Simon.Khadija

** UPDATE **

So I have just had a phone call from a 'Private Investigator' to find out the facts of how the computer came to be damaged. I told him everything and he said that Gary Perryment will be in touch.

From what I can gather, the damage done to the iMac is more considerable than what I thought, and more than they deem also, so are they just going to reject it completely because in their opinion its more damaged than it should be?

InsideInsurance

An insurer has to be fairly confident that a claim is fraudulant to reject it because the FOS charges them around £500 for each complaint they receive (after a relatively small number) irrespective of if the complaint is upheld or not.

Obviously Dixon's dont have that threat over them so may be slightly more comfortable rejecting claims but still ultimately you could take the matter to small claims court and again win or lose they will have to carry their own legal costs (and large firms never dont use qualified legal people even in small claims court) so a threat of issuing may get things where you want it.

Really you shouldnt try and second guess them too much. Do what they ask, answer questions completely and honestly, offer up additional info you think supports your case and then wait to hear

Simon.Khadija

InsideInsurance wrote: »

Really you shouldnt try and second guess them too much. Do what they ask, answer questions completely and honestly, offer up additional info you think supports your case and then wait to hear

I am giving them all the information they need, and co-operating fully.

I am just concerned that they are saying they deem the damage to much, but I didn't see the liquid being poured into the iMac so I can't comment on how much actually went in. All I can assume now is that it is more than I originally thought.

I just hope that they can understand this.

*Scarlett

Do you have any home contents insurance? Some policies will cover accidental damage to laptops.

Simon.Khadija

Hi, a little update.

I received a letter from a Kathryn Mansell saying that after my call with H.M Investigations they have reviewed the case and still rejecting it.

I have written a letter back stating how unhappy I am etc etc, and stated that if we cannot come to a conclusion I will be seeking help on how to take the matter further..

Was I right to do that?

I'm so annoyed about this whole process!

I asked them to give me details on how they have come to this conclusion because I have no idea why!

Quentin

Ask them to set out why your claim has been rejected and take it from their reply.

Just saying you are unhappy won't move this forward.

Simon.Khadija

Quentin wrote: »

Ask them to set out why your claim has been rejected and take it from their reply.

Just saying you are unhappy won't move this forward.

That was my opening line, to ask for information on how they have come to make the decision to reject my claim.

No doubt it will take another 2 weeks before I receive a reply.

pixtotts

Sorry to hear of your problems and hope you find some solution.
But I'm sorry to say personally I was told very clearly by the member of staff selling me the cover when buying 3 laptops. 7 years ago , 5 years ago and 1 this summer that they do not cover spilt drinks.
They will repair almost anything, but not spilt drinks when its laptops/computers.

Feel I should add. Even though I found my way here through trying to find out how to place a complaint about their service, I still find it to be the best repair service. I go to PC world/currys to buy absolutely everything electrical now because the knowhow team or whatever they are calling themselves now are just so good.
x

chanz4

pixtotts wrote: »

Sorry to hear of your problems and hope you find some solution.
But I'm sorry to say personally I was told very clearly by the member of staff selling me the cover when buying 3 laptops. 7 years ago , 5 years ago and 1 this summer that they do not cover spilt drinks.
They will repair almost anything, but not spilt drinks when its laptops/computers.

Feel I should add. Even though I found my way here through trying to find out how to place a complaint about their service, I still find it to be the best repair service. I go to PC world/currys to buy absolutely everything electrical now because the knowhow team or whatever they are calling themselves now are just so good.
x

shame manufactures don't share it, fujitsu wont let them near them