PCWorld KnowHow voucher Like-For-Like laptop replacement worries

Paulus1982

Hi, I have a query regarding my laptop which is now being written off by KnowHow because they can no longer source the parts needed to fix it (graphics hardware failure).

My laptop is a Sony Vaio VGN-FW51ZF and was bought in October 2009 (9+ years ago) for £1399.99. Top of the range laptop back then that still worked for my needs today before it needed repairing. I have been paying £14.49 a month on their 'Whatever Happens' care plan back when they were called TechGuys.

The phone operator explained today that I will be receiving a voucher code this week where I can redeem it for a like-for-like replacement. The amount I will be given is unknown until the voucher arrives. My big concern is that I used my laptop for watching Blu-rays and writing data on Blu-ray discs, but they no longer sell computers with Blu-ray drives anymore (let alone Blu-ray RW drives).

When I queried this with the operator, they couldn't give me an answer and also their manager didn't know. To them, it was a unique situation they've never dealt with. The operator placed me on hold again to contact a different help desk who then said it will be seen as "obsolete technology" when issuing me for a like-for-like replacement.

For a feature I still need and use, what are my options now? I feel like they will use this "obsolete technology" reason to give me much less than what I would have gotten if they still sell computers with a Blu-ray RW drive.

I still have my receipt and the booklet that was given to me on the day, as well as a TechGuys letter / pamphlet that was sent by post. There is nothing mentioned about obsolete technology terms, nor was any of that mentioned to me on the day of purchase.

I've now checked KnowHow's T&C's and I can't find anything on this matter other than they'll replace it with a computer with like-for-like specifications.

techquest

Service companies would have to cover themselves for equipment that is obsolete. So is there anything in their contract that says they reserve the right to update their terms and conditions at any time, and without giving notice? I imagine there is somewhere.

As for the blue ray, you could always get an external one that would give you what you want, sony provide several models. Yes it's another device but such is life.

John_Gray

If there is no like-for-like technology available in any currently-produced laptop, how do you expect them to be able to get you one?

External USB Blu-ray DVD drives are available* (but they aren't cheap!) and that might be your best option.

You obviously have to compromise!

*pipped at the post...

esuhl

Paulus1982 wrote: »

My laptop is a Sony Vaio VGN-FW51ZF and was bought in October 2009 (9+ years ago) for £1399.99.
...

I have been paying £14.49 a month on their 'Whatever Happens' care plan back when they were called TechGuys.

So, your plan has cost you £14.49 over the last 112 months? That's a total of £1622.88 -- more than the cost of the laptop!

:eek:

I'd have a careful look at the T&Cs. There is possibly some kind of clause that clarifies what "like-for-like" means. If it's in terms of specification, a 9 year old laptop would be worth very little... in which case you might only get a token amount to buy the cheapest laptop available.

What do the T&Cs actually say?

Paulus1982

esuhl wrote: »

I'd have a careful look at the T&Cs. There is possibly some kind of clause that clarifies what "like-for-like" means. If it's in terms of specification, a 9 year old laptop would be worth very little... in which case you might only get a token amount to buy the cheapest laptop available.

What do the T&Cs actually say?

Ts&Cs for replacements:
If we cannot repair your Product you will be given a voucher to obtain a replacement in one of our stores. The value will be based on an equivalent or similar specification product up to a maximum of your original Product purchase price. At our discretion, a replacement product may be given instead of a voucher.

My concern is that one of the main purpose I bought the laptop was because of the Blu-ray RW drive. The expensive price I paid was probably because of said specification feature. I get that they no longer sell Blu-ray laptops (they did about a year ago), but I hope they can compromise to a reasonable value; i.e. pay for an external drive.

Still can't believe they've stopped blu-rays when they're still very relevant today. I did all my video edits, data storage, movie watching on that drive.

DCFC79

esuhl wrote: »

So, your plan has cost you £14.49 over the last 112 months? That's a total of £1622.88 -- more than the cost of the laptop!

:eek:

I'd have a careful look at the T&Cs. There is possibly some kind of clause that clarifies what "like-for-like" means. If it's in terms of specification, a 9 year old laptop would be worth very little... in which case you might only get a token amount to buy the cheapest laptop available.

What do the T&Cs actually say?

Yes very :eek:, if that money had been put into a savings account it could have been put towards a new machine.

Paulus1982

DCFC79 wrote: »

Yes very :eek:, if that money had been put into a savings account it could have been put towards a new machine.

True, but I'd like to add that my laptop has been sent to their repair centre around 5 or 6 times over the 9 years. Knowing that I'm already covered is better for me than having to cough up a lot of money in one go.

I took their plan cover knowing laptops are a lot more prone to faults and more expensive to repair.

debitcardmayhem

And that voucher is perhaps at best for the original cost , less any repairs carried out during the life of the machine ...hmmm original cost £1399.99 plus the £1622.88 premiums minus any repairs, minus fair usage for 9+ years , they will give you a voucher that will buy a "laptop" with 32/64GB storage worth about £125 which you can spend in their stores. No wonder people on here berate PC World/Currys/Dixons. Please tell us you didn't buy on credit too, and tell us what what the voucher is worth, and don't ever take out the knownothing "insurance" again,

Paulus1982

debitcardmayhem wrote: »

And that voucher is perhaps at best for the original cost , less any repairs carried out during the life of the machine ...hmmm original cost £1399.99 plus the £1622.88 premiums minus any repairs, minus fair usage for 9+ years , they will give you a voucher that will buy a "laptop" with 32/64GB storage worth about £125 which you can spend in their stores. No wonder people on here berate PC World/Currys/Dixons. Please tell us you didn't buy on credit too, and tell us what what the voucher is worth, and don't ever take out the knownothing "insurance" again,

I sense the sarcasm, but there's no way I will settle for a low amount. It wasn't taken out on credit either.

debitcardmayhem

Paulus1982 wrote: »

I sense the sarcasm, but there's no way I will settle for a low amount. It wasn't taken out on credit either.

Yep sarcasm , but hopefully you can get some satisfaction from them for your hard earned cash 2k+ is a lot of cash, and there are other stores out there, and gadget insurance too possibly from your bank.

Cisco001

Even a N4200 is faster than your T9600 according to cpu benchmark

The only thing i would say you insist the replacement laptop should have an internal blu-ray drive and don't accept an external drive.

Since it probably no longer exist, they probably need to go down the customise laptop route. Then you have a chance end up with a better laptop rather than cheap £300 laptop with external blu-ray.