Hi Paul Thanks for you response, I have done exactly that and still had the same reply, a big fat no!!! So I will be pursuing the matter further. Thanks Nicola

I have received a letter back saying they are still not going to uphold my claim due to the damage being quite severe. Any advice as to where to go next with this?? I am putting a letter together to send back stating I am not happy with this and I will be taking matters further. Thanks

Hi All I believe I to am going to go through the same ungodly process as many other "Whatever happens cover" customers! I slipped on the top step of the stairs and dropped the laptop to save myself, which then careered down the stairs and bounced off the radiator at the bottom. So I ring the customer services and arrange collection of my laptop. 2 weeks later I get it back along with a letter stating the damage was not consistent with the explanation given, therefore no repair. If I wish to add further information I can write a letter as it is being dealt with by claims investigation unit. So I write the letter. 1) My laptop came back in a lot worse state than I sent it in. 2) The only explanation stated on the paperwork was "dropped down the stairs" when I made it quite clear the circumstances on the phone. 3) Whatever happens should mean just that (within reason) I do not pay for a service to then be scrutinised!!! I gave a full explanation as to what happened I sent photos as evidence of the radiator at the bottom of the stairs. I asked for a response within 14days which is today and suprise suprise, nothing!! The letter they send out is terrible, no phone numbers, no email address or name to contact. It even states that whilst the investigation is being carried out all services under the agreement are suspended, i do hope this means I dont have to pay for this time. Ummm I doubt it!! Poor poor customer service!! Rant over for now lol