PC WORLD complaints

La_x08

I bought a laptop back in 2009 from PC world. I have been paying insurance on it ever since. On the 24th of March I brought it into pc world for a health check and to get it fixed as the laptop just stopped working.
They sent it away and was returned to the store on the 6th of April I picked it up on 10th of April after it had a new hard drive, motherboard and keyboard replaced. That night on the 10th of April I turned it on to discover the wifi wasn't working. The following day 11th of April I phoned and they advised that they had forgotten to put in the wireless card and the wifi wouldn't work. So I had to return it to the store.
They have now told me this is a new fault and doesn't come in within the "28 day policy" because this is a new fault. But as I see it. It's an original fault that they didn't fix.

So does anyone know if this would be correct? As if they can't fix within the 28 days I would get a voucher for a new laptop.

Is it two different faults? Or a fault within a fault?

Thanks for any help you can give me.

marliepanda

Had they forgotten the wireless card? Or is the wireless now broken?
I doubt you can prove the wireless was broken when you've had everything replaced. Just take the fix

tomtontom

Is it an original fault, can you prove that?

If their explanation of the missing card is correct then it would be a new fault.

How much insurance have you paid in the past seven years? :eek:

wealdroam

La_x08 wrote: »

I bought a laptop back in 2009 from PC world. I have been paying insurance on it ever since. On the 24th of March I brought it into pc world for a health check and to get it fixed as the laptop just stopped working.
They sent it away and was returned to the store on the 6th of April I picked it up on 10th of April after it had a new hard drive, motherboard and keyboard replaced. That night on the 10th of April I turned it on to discover the wifi wasn't working. The following day 11th of April I phoned and they advised that they had forgotten to put in the wireless card and the wifi wouldn't work. So I had to return it to the store.
They have now told me this is a new fault and doesn't come in within the "28 day policy" because this is a new fault. But as I see it. It's an original fault that they didn't fix.

So does anyone know if this would be correct? As if they can't fix within the 28 days I would get a voucher for a new laptop.

Is it two different faults? Or a fault within a fault?

Thanks for any help you can give me.

I would suggest to them that this is not a new fault.
It appears to me that they failed to complete the earlier repair properly.

Not sure what your concern is with the '28 days', as it is still only nineteen days since you sent the thing in for the earlier problem.
Surely if they fix the wifi before 21st April then it's no new laptop.

Even PC World should be able to fit a wifi card in week.

marcarm

For example if you had paid £10 a month in insurance, multiply that by 12 giving £120 a year, you've been paying that for say 7 years which is £840!

If you had saved that in an account every month, you could have had a brand new laptop for £400 and enough for a holiday, instead you have paid out that money and still have the original laptop which is still broken.

I realise this doesn't help but hopefully other people who see this will see that the only winners in paying for insurance like this are the people who set up the scheme.

I hope you get it sorted and get a satisfactory result.

La_x08

They forgot to put it in when they replaced the hard drive and know it was their fault but are claiming this is a new fault and I'm not eligible for their "if it's not fixed within 28 days we will give you the value of the laptop when you bought it to buy a new one"
It will be a new start date of fix within 28 days as of today when I returned it to them for fixing. I feel this is wrong and it should be the start date of when I originally put it in. Their estimated date of return is the 22nd of April which would be over the 28 days. That's what my biggest problem is. They are taking ages to fix it. When it's their fault I had to return it. Not mine

wealdroam

La_x08 wrote: »

They forgot to put it in when they replaced the hard drive and know it was their fault but are claiming this is a new fault and I'm not eligible for their "if it's not fixed within 28 days we will give you the value of the laptop when you bought it to buy a new one"
It will be a new start date of fix within 28 days as of today when I returned it to them for fixing. I feel this is wrong and it should be the start date of when I originally put it in. Their estimated date of return is the 22nd of April which would be over the 28 days. That's what my biggest problem is. They are taking ages to fix it. When it's their fault I had to return it. Not mine

I agree with you.

It is quite clear to me that part of the process of replacing the motherboard, hard-drive and keyboard is the dismantling of the machine and the re-assembly of it.

They failed to complete that process properly.
They now need to complete that job.
It really is a simple as that.

If they cannot manage that within the prescribed timescale, then they must provide the solution that is stated in their insurance documentation.

You need to ensure that they understand that and enforce your rights.

maninthestreet

Junk it, buy a new one that will be a far better spec. and cost far less in real terms than what you paid in 2009.

bris

If they failed to put it in then it's not a new fault, getting them to agree to this is a different matter.

unholyangel

I suspect they're taking the viewpoint that the repair did fix the fault. The repair just created a new fault.

At least from what OP has said, the NIC wasn't part of the original repair.

OP, what is the exact wording of the policy?

Fosterdog

I would look at it slightly differently (and the way we would do it where I work) the repair countdown would start from the day it was originally brought in to us, however we would stop the clock on the countdown when it was ready to collect in your case on the 6th April. You are the one who chose to leave it there an extra four days without collecting and therefore discovering the fault, the clock would then start from day 12 when it was brought back to us discounting the time it was left in store uncollected and in your possession. If you look at it that way the chances are they would still get it back to you well within 28days, especially when they already know what is wrong.

Have they actually said that the wifi card was left out or just that it is a possibility along with a coincidence that it has broken down now or that it has been put back in but not connected? Unless they found your wifi card after it had left their repair centre I don't see how they could diagnose the fault over the phone, they would need to see the laptop to know.