Jump to content


Registered Users

Change your profile picture
  • Content Count

  • Joined

  • Last visited

Community Reputation

1 Neutral

About belastigt

  • Rank
    Basic Account Holder
  1. Just had an hour and ten minutes on the phone and now I need to get ready for a meeting at work. PCWorld have a policy that they can't give out the names or positions of staff they speak to. Two 'managers' have ruled that nothing can be done as I didn't notify them within 48 hours. Apparently that is written somewhere but first time it has come up. KnowHow engineer seems to have ruled that the laptop was picked up by the lower bezel. There is a gap of maybe 2mm between the top part of the laptop and the keyboard so I'm not sure what kind of hands they think their customers have. Mine seem to be human but suppose they can't make generalisations.
  2. Thanks for the replies. I paid with a debit card so I don't think I can get a charge back. I'll try calling the CAA again today and see. At a certain point it just isn't worth it. I see Ryanair expect me to write to them in Ireland. Beyond belief. Incidentally I wouldn't have told Ryanair about the alcohol but they specifically asked and I was foolish enough to be honest. The whiskey was 42% and the rum was 40% so both significantly under 70%. I am certain I am right here it is just remarkable how difficult it is to get a refund. There comes a point when this is just fraud/theft right?
  3. Thanks for the replies everyone. Porkypig1g - that really is my point. I know in this case the laptop was not physically damaged, as far as I know they have just looked at the screen and said 'crack - physical damage'. Acer twice said they would repair it without hesitation and I really explained what happened which makes me think there could be a problem with the line. One of the people at KnowHow I spoke to on the phone said 99% of screen cracks are physical damage, that means 1% are not. I keep hearing allusions to 'tests' that can be done to see if the damage was physical or a defect but so far no specifics on what they are. Does anyone know? There are no abrasions or anything on the laptop. The screen is perfect but for one diagonal crack which starts at a tiny 'nook' in the lower left bezel. The screen to the right of the crack and above works so apparently that indicates it is the back pane of glass that has cracked. KnowHow provided no evidence of anything. I would provide photos to this forum but at the moment the laptop is still with KnowHow, I have to phone them and tell them I'll pay or not before they'll send it back to me. I don't think that matters as I'm not trying to convince anyone here, I just want to know what can be done in cases like this. Looking at SOGA it should apply unless it can be proved that the damage was physical. If by their own admission 1% of screen cracks aren't from physical damage then is it not illegal for KnowHow to refuse to repair or replace any screen with a crack in it. I'm going to try going down the complaint route. We'll see what happens
  4. I was flying back from Treviso, Italy to London Stansted wtih Ryanair. I was given as gifts one bottle of Whiskey and one bottle of Rum, both 40% ABV. Total volume was 1.5 litres. I knew that I wouldn't be able to take them in my bag as security don't let you take liquids so I bought a packed luggage for £30 the day of my flight. I got to the airport early and went to check in my bag at the bag drop-off. A ryanair staff member asked what was in the bag and I told her. She said I can't check in alcohol as it will explode in the flight. I told her I had bought the checked bag only for this reason as otherwise I'll just carry it with me as my carry-on. I argued with her for about 5 minutes that it was physically impossible for the alcohol to spontaneously explode, but she said this was ryanair's 'policy'. It was clear that she wasn't going to let me take the bottles (although eventually she did say wine would have been ok, despite also saying ryanair strictly allowed NO alcohol in checked luggage). I asked for a refund of checked bag as I wasn't using it, she refused on the grounds that I should have checked the terms and conditions before buying. I gave up as I did have a plane to get, and went home. At home I checked whether this was true and found Ryanair have no such policy. Clawing the internet for as much information as I can find it seems the general regulations are up to 5 litres of under 70% is fine. I tried to contact ryanair to again get a refund but found no contact details for them. Eventually I submitted a complaint to them through their ridiculous ask a question form. A few days later I got a response saying ryanair advises customers not to travel with dangerous goods. Quite a frustrating reply as it admits they have no policy against the alcohol and is a complete straw man of an answer. Of course I could not reply to this, just start at the beginning again. I checked to see if there was anyone I could escalate the complaint to. Ryanair effectively sold me something and then stopped me using it, but have kept the money. To me that is theft, never mind the needless costs I have incurred from not being able to take the alcohol with me. The only thing I could find as a route to complain was through the CAA. I filled out their form and submitted 'correspondence' between myself and ryanair. I got an answer the next day saying they couldn't help as I hadn't given ryanair adequate time to reply, despite them already having answered that they won't refund the money. Does anyone know what I can do here? It surely can't be right that ryanair can charge for things they don't deliver. And who can this be escalated to? The UK doesn't seem to have a travel ombudsman which is ridiculous when you think about it. Thanks for taking the time to read anyway
  5. I bought an Acer Aspire V5-552 from PCWorld in December as a Christmas present. The laptop was opened and worked fine on Christmas day. The next day when it was opened up the screen was cracked. The crack quickly spread across the screen. Please note that this laptop was not dropped or in any way physically damaged. The crack was spontaneous and a result of a defective screen. The only fault I can find without taking it apart (which would void the warranty) is a slight ridge on the bottom bezel where the crack seems to start from. Presumably this was there when the laptop arrived. I contacted Acer who confirmed that they would repair the laptop if I hadn't got it from PCWorld. PCWorld have bought all their warranties so they are responsible. So I took it to KnowHow who refused to look at it. KnowHow employee told me he isn't allowed to take cracked screens and it is obvious it was dropped or kicked or been in a car crash (he really said this). Actually other then it being a crack it doesn't look obvious at all. The crack is clean from the point of the ridged bit of bezel to the near top part of the right-hand bezel. There are no impact marks and actually at the time this guy 'analysed it' the screen protector was still on the screen and completely unmarked. I was also told by this employee that KnowHow wouldn't look at it as I had registered it with Acer so it wasn't 'new' any more. I registered with Acer after the crack appeared, this guy seemed incapable of understanding that I can use the laptop without the screen and I am incapable of understanding why I shouldn't use it while waiting to get the problem fixed. I was later reassured that this is complete nonsense, but it puts into context the kind staff that are working in PC World's KnowHow support section. I called KnowHow and complained that the shop had refused to properly look at the laptop and that I had already described the problem to Acer who have said they would repair it. The team on the phone said that the store should have taken it that they have no choice but to take it and it would be the repair team who decided if it should be repaired. He said he would call the store and I should take it back again (it isn't easy travelling to these stores - I don't have a car). He advised that I get something in writing from acer confirming they would hypothetically repair it as an aid to convincing the store to take it, despite it being the stores own policy that they should take it. I called acer back and tried to get them to confirm in writing that they would repair it. They wouldn't do this under the pretence that confirming hypothetical repairs is a bit mad. They did say they would repair it if it wasn't a knowhow laptop and gave me the ID of the person I spoke to so KnowHow could call and speak to him if they needed. I called KnowHow back and told them what was said. They then told me there was no need for me to do this that they can just arrange to have the laptop picked up. Fine. I arranged for it. I said I was a bit worried after my experience in the store that the team would not properly look at it, that they would see the screen is cracked and decide I fell down a flight of stairs with it before throwing it into a car crash. The KnowHow employee admitted that it may just be ruled as physical damage, but that they should look at it, and he would put a note down about my 'bezel theory'. Not exactly filled with confidence I wrote a letter for the KnowHow team that would eventually look at the laptop, asking them to check the bezel and asking them to test it for defects as the thing was not dropped (for the record it wasn't moved from the position it was working fine in the day before, it was just closed). When KnowHow came to pick it up they refused to take the letter as it was apparently this guys job to take the laptop "and nothing else". I got a letter today from KnowHow saying "we can't repair your laptop as it isn't covered by the warranty". This is not true as it is the same warranty that Acer have already confirmed twice does cover this laptops screen. I am pretty sure that they didn't check it, just switched it on, noted crack, and then switched it off. I have been reading about this online and I can see that screens do crack in this way, usually within a day or so of being used (like my laptop). Various reasons given are cold weather (it was freezing cold), faulty installation (the bezel is slightly damaged) or just defective screens. I also keep reading about 'tests' that can be done to determine if the damage was physical or not. Could someone here with some knowledge elaborate what those tests are? Acer were very clear that the screen was covered so perhaps there is an issue with the model of laptop I bought. Finally can someone advise me what I should do now? I think I can repair it myself but that will invalidate the warranty so I'm saving it for a last resort. I know PCWorld should repair it but it is seeming impossible. I am angry that I paid for a laptop we got only one proper day of use out of. Thanks for taking the time to read this I know I have written quite a lot but I want to be as clear on what has happened as I can be.
  • Create New...