PC WORLD complaints

La_x08

They spoke me through a different series of diagnostic problems and the man on the phone said that should be it working and I told him it still wasn't. He then said I'm sorry to tell you but the wifi card seems to have been left out when they replaced the hard drive. Take it back to store and you should request a voucher for a new laptop. But when I got there they told me that wasn't their policy! So one says I can the other says I can't.
The worst of the problem is I live 40 miles from the nearest store so I'm sorry it's not my fault I can't drop everything and go get my laptop that day. 80 mile round trip isn't exactly practical and money saving now is it? And for them to make me go twice for a mistake they have made. The man in the store couldn't give a stuff for the inconvenience it's caused me.
The whole hurry of it is because my brother was made redundant and he needs a laptop to be able to search for jobs and email potential employers. They just couldn't care less about my situation at all. Which is my biggest gripe.

tykesi

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

La_x08 wrote: »

They spoke me through a different series of diagnostic problems and the man on the phone said that should be it working and I told him it still wasn't. He then said I'm sorry to tell you but the wifi card seems to have been left out when they replaced the hard drive. Take it back to store and you should request a voucher for a new laptop. But when I got there they told me that wasn't their policy! So one says I can the other says I can't.
The worst of the problem is I live 40 miles from the nearest store so I'm sorry it's not my fault I can't drop everything and go get my laptop that day. 80 mile round trip isn't exactly practical and money saving now is it? And for them to make me go twice for a mistake they have made. The man in the store couldn't give a stuff for the inconvenience it's caused me.
The whole hurry of it is because my brother was made redundant and he needs a laptop to be able to search for jobs and email potential employers. They just couldn't care less about my situation at all. Which is my biggest gripe.

If you're going to complain it might be an idea to get a plan together of what your actual biggest gripe is as you seem a bit confused on here.

Leo2020

The important bit here is "he thinks" - so he is not sure that the wifi card has been left out. The people on the phone work in a call centre not the workshop so he couldn't be sure they left it out.

Now my technical knowledge is a bit rusty but I doubt it has a separate wifi card, it is more likely to be part of the motherboard. Therefore it couldn't have been left out.

If this is the case it is likely a new fault and it wouldn't be covered under the original 28 day period.

EDIT. Having a quick google, yes it could have been left out. However, at this stage you can't be sure it has.

Jakg

La_x08 wrote: »

They spoke me through a different series of diagnostic problems and the man on the phone said that should be it working and I told him it still wasn't. He then said I'm sorry to tell you but the wifi card seems to have been left out when they replaced the hard drive. Take it back to store and you should request a voucher for a new laptop. But when I got there they told me that wasn't their policy! So one says I can the other says I can't.

I don't see how you can diagnose a missing WiFi card over the phone, without opening the unit up?

I think it's just a guess at his end - and incorrect one at that.

I also don't see why if they did forget to replace a WiFi card (A £10 part that takes at the very most 30 minutes to fit), the logical fix would be to write the entire unit off and give you £xxx to spend on a new unit?

It's been a long time since I worked there - but the guy on the phone sounds like an idiot.

SuperHan

You're making an issue out of a non issue at the minute.

You're currently on day 13 as stated above. While they don't expect you to drop everything to pick up the laptop, you can't reasonably expect them to count that time in the 28 days - you could have left it there for 27 days, and then the would have had no time at all to fix th was fault by your logic, or reducing even further to the absurd you could have left it 30 days and asked for a voucher.

That means 22 April is still within 28 days. I suggest you send it off now, and argue the case if they end up taking it over the 28 day period, but as it stands even if they agree today it's the same issue, they're still quoting to return it to you in the agreed time frame.

takman

Why don't you get them to pick it up from your house?. When they tried to sell me the insurance a few years ago they said it included picking up and dropping off from your house when there is a fault.

Fluffybunny80

I'd get a replacement laptop with better up to date spec and sack off their expensive insurance and go with someone else who is usually much cheaper if you want insurance that bad and call it quits.
At least you'll have around half back of the extortionate insurance you've been paying all these years and a brand new laptop.
Simples ��

macman

Paying for monthly insurance on a 7 year old laptop is just insane...

Timalay

marcarm wrote: »

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.

Or saved it towards the cost of a independent I.T. technician, and probably gotten a much better service.

Autumnella

marcarm wrote: »

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.

I agree. I have a friend who's been paying £12.99 a month insurance on her TV for 9 years!