Currys whatever happens premier and my rights

Leecara

Please can I have some help And advice as I find myself in a situation that is unacceptable.

This sory is a lot longer and in depth but these are the basic facts.

I bought a dell Inspiron from currys in 2011 along with the whatever happens premier.

I reported liquid damage on the 30th sept, it was collected on the 2nd oct, they replaced the LCD cable, top case bottom case motherboard screen keyboard hard drive and dc socket board.

It was returned to me on the 11th oct at 4pm, (after being repaired within the 7day repair time frame as stated on the policy )

The laptop however would not turn on and gave 8beeps, a sign of a faulty pc , I called up immediately and was advised that as it was now over the 7day period I could request a write off.

I returned the lap top to store the following morning, the fault was confirmed and it was sent off for a write off.

After a few days of not hearing anything I called up and was advised that the laptop had been fixed and was in transit back to store, I was given 3 different reasons for the return instead of a write off by 3different people these were, 1 - there was no fault found, 2-the fault was fixed, 3 - the fault was the battery.

I reported a complaint to the customer services dept, and then followed this up by e mAiling my complaint requesting a new lap top and compensation for all my wasted time and money on the phone.

Today I went to store where I spent 3hours and 2 of these were on the phone,

Basically the laptop when it was returned to them had to have the clogged fan cleaned and it had a loose part and they had to re seat the memory.

They said that as my laptop needed no new parts this time that it doesn't count as a fault, and therefore the transit time doesn't counter either. (as stated in the policy)

Everyone in store confirms that As the laptop was returned back to me not working it entitles me to a replacement product under the 7 day rule because although it was repaired within the 7days allowed it was returned u fixed thus taking it over the 7days (2nd oct to the 11th oct), this was also confirmed by the man at currys that I reported it to.

There is nothing In the policy about if the product doesn't work after sending it back to you, and regardless of wether the second time round it needed new parts or not the fact remains that either it was damaged in transit or they did not repair it or test it (although stated that they did) properly in the first place, taking it then over the 7days entitling me to a write off so that I can replace it.

I have had no response from my e mail complaint other than a standard automated reply confirming it had been received, and no one can tell me how long I will wait for a reply, and you can't speak to anyone to confirm the complain is being dealt with and just at the end of my 3hour stint when it looked like I was getting somewhere with dixons customer complaints dept they confirmed that they wouldn't help either.

The customer services people at currys whatever happens are rude and condescending and finally I was advised to call the office of fair trading and consumer complaints as that was probably the only way I would get this complaint resolved.

Has anyone any advice as i don't know where to go from here as I must have spoken to all the managers in all depts and just get fobbed off with different stories and comments and have gone round in circles with no actual answers or help in resolving his matter.

Any help or advice is greatly appreciated

Fosterdog

Do you have your laptop back and in working order?

I didn't think they did a write off in seven days for accidental damage, if it is working I would say you've had more than your moneys worth of repairs done considering how many parts needed to be replaced.

Jakg

You are 100% in the right.

Unfortunately, the team in charge of Whatever Happens don't always want to do what the paperwork says it does, specifically in "redefining" some of the terms (like the 7 day write off).

Worse still, the team in store can't really do anything about it. If you want to get this resolved, it needs to be escalated to someone who can actually slap some people into action. The store should be able to escalate this to a special team* to resolve situations like this (where no-one can make any headway, it just sort of stalls but the customer is the one getting messed around). The team aren't customer facing (because consumers generally always generally think their issue is the most important thing and only talking to the *insert name of the highest position they found on Google* will get it resolved) which is why the response to your emails has been... a bit weak.

The other option is to "tweet" them or similar - it sounds a bit ridiculous but generally the "brand managers" who run them pass complaints further up the chain.

*this may no longer exist but I doubt it, someone will correct me soon I'm sure.

Leecara

Thank you for the replies, I have left the laptop in store, the cover for whatever happens is exactly that, for what ever happens, all accidents, regardless of type or fault are all treated exactly the same. That's the whole
Point of the cover.

CoolHotCold

Send a email to [EMAIL="letusknow@knowhow.com"]letusknow@knowhow.com[/EMAIL]


Also write a letter and hand it into the store for them to follow the correct procedures

timbstoke

Jakg wrote: »

Google*

Jakg wrote: »

*this may no longer exist but I doubt it, someone will correct me soon I'm sure.

I can confirm that Google still exists :-)