Recurring Laptop Issues

[ry4nmc]

Hi, in Nov 05 my girlfriend purchased an £800 laptop from Currys and took out a 3 year "whatever happens next" insurance policy.

I won't get into the messy details but the laptop has been returned on 3 occasions in no better a state than which it left. Despite providing a detailed description of what was wrong the 'engineers' chose to completely ignore it and instead replace a few missing keys and coverings.

Basically the laptop overheated which fried the keyboard. They replaced the keyboard but failed to replace the heatskink or the fan so DUH it overheated again and fried the keyboard AGAIN. It was returned and this time they replaced the heatsink, keyboard, cleaned the fan and ran it consistently for 4 hours "without any problems". I got it home, turned on the laptop, the screen pixelated, blurred and then died. After messing around and recharging the battery I managed to get it back on but it now had a big red line running horizontally down the screen. This lasted for two weeks but the screen is now dead. Completely dead.

It is about to be returned but I want to put it towards them in the clearest way possible that this is not on. Replace the laptop, don't send it back for it to fail within a day or else....

This is where I need advice, or else what? Who do you complain to? How do I get the message across?

My girlfriend said she would like a replacement and to end the policy over two months ago. Still it has been returned and the refund on the policy is getting less and less each time they return it 'fixed'. Should we point out that its being noticed the longer they draw it out, the more the laptop depreciates in value and the less the refunded policy is worth?

I wasn't with my girlfriend at the time but looking at what she paid for the machine, how much the cover was, what the cover has amounted to, her likely refund..... she was THOROUGHLY ripped off. To buy a laptop at the spec she bought a year and a half ago, would amount to maybe £200-£300. A whole £500 less in only a year and a half, not to mention the £300 policy.

Can you take them to court or file a small claim against them?

What can I do to show them that not everyone is prepared to be treated like **** once the money has changed hands

Is it illegal to record conversations? Coverplan/thetechguys are the most down right ignorant people I have ever came across on the phone. They refuse to speak to me as I'm not the policy holder In order to speak to them my girlfriend has to submit a letter stating the transfer of the policy to my name.

Anyway a bit of a long rant but it is very frustrating.

Thanks!

[blitz]

They have failed to repair the goods within a reasonable amount of time, therefore under the sales of goods act 1979 (as amended)

You can a) Recind from the contract, and expect a partial refund which can be reduced to take into account use. Under section 48C of the act
or b) Require the seller to replace the goods under section 48D of the act.

The goods have been sent of and failed 3 times, you have now lost faith with the product, and it seems to come back worse when you sent it off, they have therefore failed to repair the product successfully, so it has not been returned within a suitable amount of time. Repairs are now causing an inconvience due to the repairs companys incompetents and you require repair/refund as outlined above.

Unfortunately you would have to read the t&c regarding dealing with a refund of the insurance.

You can record conversations just let them know they are being recorded at the beginning.

Hope that helps, don't let them say now, trading standards will usually suggest the alternate solution after 3 failed repairs, so contact them if needed.

[ForestChav]

you're entitled to a replacement if the product has been out of action for a single 21 day or greater period, if there are no gaps more than seven days in the history, where, say the machine wasn't booked in for repair. If a gap of seven days occurs the 21 days is reset.

This is under the service agreement...

[bluelotus]

Some confusion here, RY4NMC, have you actually read the policy? If so, you would know that there is NO depreciation in value. That does not come into the equation. Like for like specification is the phrase to remember. And, given that spec moves on at an incredible rate, if, and I stress IF, the laptop is deemed irreparable or, as Forest mentioned, the repair goes beyond 21 days, you, or your girlfriend, will be entitled to a replacement laptop of at least equal specification thus you would have vouchers equal in value to a new laptop. Logicaly you would be better off as even the lowest spec replacement would be better than your old laptop.
So, how to get a replacement. Write to the WhateverHappens team and detail events. They will in turn contact the TechGuys for a report. If
the TechGuys have not been able to repair the fault in the given time, and it is the same fault, not a new fault, then it will be written off. At that time you are quids in! Do not give in to frustration, patiently outline your problems and ask for help. As to the TechGuys only speaking to your girlfriend this is as a result of Data protection legislation and, whilst a pain, it is to prevent any infringements of the law.
I cannot stress enough to folk, it does not improve your chances to raise your voice, get angry or make wild statements. Stay calm, speak clearly and try and win over the person on the other end of the phone. As someone who deals with customers all day long, I know who gets the better service and the more sympathetic ear. Try speaking to your local branch they may be able to intervene on your behalf, they may have someone with a good knowledge of laptops who can assist in describing the faults to the TechGuys.