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I got a laptop 6 years a go as a Christmas present from my parents who where pressured really heavily into getting an expensive extended warranty by the sales person.
Now six months ago six months before the warranty was to expire my laptops dc socket in the back came loose and the DVD drive stopped working.
I found the warranty which was in my mums name and rang them up made a job number and went into the store it was bought for repair.
The guy at the counter said they don't stock that model anymore or have for years in fact they don't stock samsung laptops anymore so he thought i would just get new one.
Anyhow long story short it took a while but it was supposedly fixed and was sent back to be collect from the store.
So i went back and collected it. What was strange was that i got a new charger with it and the power socket at the back look different and when i got home and compared them the two chargers where different the new one a much cheaper model than the old one.
That was in June, in November it started to get loose again and just before i was going to have it sent in again i sat at it in the morning turned it on and it just switched off while it was booting and i smelled smoke which got stronger from the back near the socket and it would not even boot up after that.
As i work with computers i have had my experiences of seeing fires caused by this type of fault so i was not happy to have it happen to me as i expected the repair work to work.
So i rang them again it was on the 26th of November and booked it in the next day on the 27th.
Now to make what happened short as if i explained everything that went on with comet it would be an essay Lol here is in order what happened
1: Called comet on status every 3 days no work till the 10th December
2: Was told on 10th that laptop did not arrive into the repair center till the 8th
3: Warranty expires on 15th but was told till i picked it up it is still covered by there extended warranty.
4: Keep ring up till Christmas keeped been told they where waiting for parts
5: Supposedly was fixed before Christmas but by then was suspicious of repair work done last time due to the difference in chargers so i asked was an official part put in? I was told after a bit of ringing around that the repair technician said that no OFFICAL part was available anymore so he used a non-official COMPAIRABLE part, this is the part that burned out dangerous.
6: After complaining that i did not want the laptop back as i feared it was a safety hazard i was handed around till i got someone from the customer services in a call center up north somewhere she did not give her name, she was the most offensive person i have ever spoken to here are a few things she said, she said that there repair work was totally safe and complete and they did not do mistakes, when i pointed out the fault from there last repair work she said and i quote "Well i cant change the past" and when i expressed my concern about the safety of the laptop in the future she said "Well I cant predict the future" her attitude was take it or leave it they did there job.
6: Everyone i called said the same thing take it home and see if it works, i asked each one would my warranty be expired then they said yes but they would honor the repairs only.
7: Called two days ago and got put on to a supervisor called sue who called around and said she will called me back, which she did she could not help me so she said she will speak to the repair technician and her supervisor and call me back the next day.
8: Next day her supervisor who strangely is also called sue called me at 10 to 5pm and asked about the problem i explained again what happened and she said she would ask some type of other manager but he was out and would call me today.
9: Sue called me today and told me she spoke to that other manager and someone from the insurance team and she said that 1: The technician feels that the work is complete and safe, the insurance team feels that the repair is done and the laptop is safe, that under the extended warranty they have a right to use non official parts in there repair work and i looked at the extended warranty and no where does it say they have a right to do that.
7: No luck with sure so she said she could put me through to the insurance person called Sophie but when i was put through she was on a brake and the guy on the end asked if he could help i explained what happened again and he said he does not understand why i was put through to there department as they can only do things like extended or cancel warranties and that's all so why did this Sophie person have the expertise to say that my warranty covers this or that if all they do is extend of cancel?
8: asked to be put through to the complaints department and made a complaint after hearing everything i say this new person goes away to speak to her supervisor then she comes back and says that my extended warranty is only a repair warranty, i read out the warranty to her that they will repair or replace the item and she immediately says well we have decided to repair the item and there is nothing they can do i can either take it or leave it its my prerogative.
I am sick and tired of this horrible company and just want a safe replacement or a refund can anyone help me?
Can they used non official cheap parts to fix my laptop and are they not responsible when they fail dangerously?
Do i have to accept this laptop which i feel is unsafe?
Don't worry about the policy expiring as this is an ongoing repair.
Yes they do have the right to repair and if no genuine parts are available any longer they can use equivilants, but they must be of comparable quality.
If the laptop socket is smoking then the repair is not satisfactory and you can take it back in for them to complete to your satisfaction.
Six years is a long time so they aren't interested in helping you when they think they may get a new sale out of you.
It seems that Comet, Currys and PC World are renown for messing customers around if you have a read of some of the other threads on here.
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Samsung laptop and extended warranty
a go as a Christmas present from my parents who where pressured really heavily into getting an expensive extended warranty by the sales person.
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