Laptop Insurance Claim - Direct Line

bm147

Hi all, Sorry for the long post, but bear with me.

So I had spilt some water on my Macbook Pro laptop, claimed on my house insurance first week of June and paid excess. Laptop is taken away and sent back "repaired" 3rd week of July.

Upon inspection I see a small scratch on the screen, and once turning the unit on I notice the hard drive does not match the spec of the one that it was sent in with.
Furthermore, they have replaced a fair few of the components, including the logic board and keyboard, as well as the battery, however have not changed the RAM modules, when questioned they said they have cleaned them and will not be replacing them.

I receive £50 back as way of apology for item having to go back to them, item goes back for the hard drive and screen to be repaired. I get a call around 3-4 days later from the repair agent to say laptop hard drive and keyboard has been replaced, I question this and point out it should be hard drive and screen, but they stick by their guns and also then claim the screen had the scratch when it went in to them and they have photos. I contact direct line again rather disgruntled as you can imagine.. Direct line tell me they had no photos of it which is why they agreed to replace the screen.
Fast forward another week and now the end of July, and I still have no sign of a working laptop, and no word from anyone as to what is happening.

My question is what are my rights here, I dont really want to accept the laptop back as I dont trust the quality or competence of repairs being carried out given the problems I have so far had, and also dont really want to be left chasing the repair agent for the 12 month warranty which is being supplied with the new parts fitted as part of the repair should anything go wrong, given the level of their service thus far, and once again, the lack of interest in actually sorting the issue!

I believe I have given them ample opportunity to repair the unit and more than enough time to do it in... Any advice welcome!

Al_Ross

[FONT=&quot]No electrical equipment with any type of liquid spilt into it should have been repaired. This should have been a straight B.E.R (Beyond Economical Repair).As it is impossible to guarantee how long the water damaged parts will last, even although it may be now working.

[/FONT]

bm147

Al_Ross wrote: »

[FONT=&quot]No electrical equipment with any type of liquid spilt into it should have been repaired. This should have been a straight B.E.R (Beyond Economical Repair).As it is impossible to guarantee how long the water damaged parts will last, even although it may be now working.

[/FONT]

That was exactly my point. Their initial report stated that they had replaced the logic board, keyboard, hard drive and battery. They had not replaced the RAM modules or optical drive. When questioned, they told me they had been cleaned and work to spec, however are covered by their 12 month warranty...

Leo2020

I'm not an expert on home insurance but I would imagine it like any other contract and you are bound by the terms and so are your insurance company. I suggest you read the Ts and Cs as the first port of call.

CoolHotCold

If the unit wasn't on, and wasn't turned on then there usually isn't a issue cleaning certain parts.

Using a ultrasonic bath with suitable cleaning solvents and procedures will get rid of any such water or residue leaving no evidence or liquid or damage to the components.


Anyway, any such resolution is with Direct Line themselves, and you need to read your contract on next steps.

bm147

thanks for all the help folks, issue now sorted with direct line :-)

DoaM

And the outcome was ..... ?

Seriously - why do people do that?

bm147

DoaM wrote: »

And the outcome was ..... ?

Seriously - why do people do that?

DoaM - I took the time to tell the board the problem had been sorted, there are a lot of others here that dont even bother to do that.

The outcome was that Direct Line agreed to pay for a new laptop due to length of time taken to sort the issue, as well as the awful service received by their repair partner.

Thanks for taking an interest in the outcome..