The technical team weren't the people dealing with her directly, it was customer services. I will give an accurate account and names where possible tomorrow when I can phone her. The spec of the laptop is going to be an issue, as it was a windows 7 64bit laptop, tailored more to graphic design, none of which are currently being sold by pcworld, so a comparative laptop is not going to be found for him. The nature of the fault is his AMD processor died, taking out the fan too. The laptop wasn't cheap at the time. Over £600 paid.

Good evening, My father bought a laptop from pcworld which to your credit worked fantastic up till this point. He purchased it in 2010 or around then and sensibly took out laptop insurance, (knowhow). He hasn't lapsed on a single payment and has never sent his laptop for repair until now. Before sending the laptop away, my father promptly explained the situation, that he is an IT tutor in college and uses it for marking. All seemed well. Originally on the phone he was told it would be 7 days or it would be replaced. Alas 7 days pass, no replacement, but a call to say they need additional parts. This is promptly followed up with a phone call from his wife, whereby he was told they will only abide by the old contract and they have 28 days to replace it. During this time, my mother has had to deal with a few members of staff and a manager or 2. She is disabled and does not need a member of management speaking rudely to her or being impolite. She is then told the 28 days would be up on Saturday 1st March 2014, so she calls again after being left more messages saying more parts are required. 'No Mrs storey, it is Wednesday 5th March'. Again after being spoken to rudely. She calls again today after being told they are waiting for more parts. And it would take it over the 28 day policy. She then requests the laptop is replaced using the vouchers after even more rude staff on the phone. Then she is told not only does she have to wait till Wednesday but there will be an additional 72 hours wait after the 5th for the vouchers to come through via email? And it will be at the same value in which the laptop was bought. Correct me if I'm wrong but 48 months of paying £10.00 a month is £480. She has already been told that the voucher certainly won't cover the original cost of the laptop, but I find it insane that they may well offer less than the money that has been paid over the years for the laptop cover. May I ask, is this how a situation such as this is meant to be resolved? Given my father has gone without a laptop for 4 weeks where he can't mark from home and his disabled wife has been treated horribly by customer services for weeks? This is not a direct rant at all, but an account of the situation as best described as possible. Thanks, Darren Storey