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jimbojames

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About jimbojames

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  1. Hi Everyone I have finally had a reply from Currys... Having looked into this for you, I can confirm the information you were given regarding the amount of visits you can have and the fact you would need to contact your home insurance was incorrect. Please accept my apologies for this mis-communication. However due to colleague confidentiality this will be an internal investigation and you would not receive an outcome to this complaint Does anybody know if this is true? And is this what they always say about complaints? or are they just trying to end my complaint without it actually being investigated? I was never after anything, but would have liked to have known that at least staff training will take place and the same thing will not happen to anyone else in the future. Thanks jimboJames
  2. Hi Everyone, an update on what has happened... I emailed Mastercare on Sunday using the email on my policy and have heard nothing from them. I then emailed knowhow on Tuesday using the email address on my renewal letter and had a auto reply saying they will get back to me in 5 days. I called Mastercare yesterday evening asking for an update on the parts and for a date for them to fix my machine before i can ask for a replacement product as per the terms of my policy. They said that there was no date on when the parts would arrive and they could not give me a date when I could ask for a replacement and the machine would be repaired in due course. I told them this was unacceptable and I would call back in a week and if the answer was the same I would be asking how I start an official complaint and how I contact the CEO. This morning at 8am I had a call from Hotpoint booking my repair for Monday next week. I asked about my previous problems with the 2 visits only and having to claim on my home insurance and if this was a new policy Operator - So look out for a text on Sunday Me - Yeah I know how it works. Can you answer the question I just asked Operator - Is there restricted parking at your property? Me - No, and for the third time can you answer the question (which i repeated) Operator - The text will give a three hour time slot for the appointment Me - I have asked you a question three times and you are being most unhelpful to me. The first thing you said to me was "this phone call was being recorded" So if I put in a complaint about about this whole situation, is it OK to ask them to listen to this call and show how unhelpful you have been? He hung up on me I called Hotpoint back and spoke to a different person who actually took an interest and told me looking at the phone records it seems that last Friday my call was diverted to Currys and it was them who told me something that is not true. My policy entitles me to unlimited call outs and one should have been booked when i requested it. All of this could have been avoided but at least it looks like it will be resolved on Monday Cheers JimboJames
  3. Hi and thanks for the reply, I have been into Currys today and they could not have been more unhelpful. The would not look into the problem, they would not ring them for me, they would not look into a new policy of customers being told to claim on home insurance, they would not look into a new policy of two visits only per problem, they would not find out how long Mastercare have to fix the problem and they would not look at my policy to see is I have missed anything to clear the matter up. They just kept saying I need to speak to mastercare as the sale was so long ago. I said yesterday that my machine was 8 years old, well it is actually almost 9 years old. However in the last 4 years I have had a new drum. new door, new elements, new counter weights, new seal, new gasket, new pump. new condenser, new motor to name just a few things. Mastercare must be aware of this as they are offering me 12 months cover for £145. I was not going to do this, but I would like them to fix the problems which are covered on my current policy. I spoke to my Home Insurance and they have never heard of anybody being advised by Mastercare or any warranty company to claim on home insurance. They suspect I am being mislead I will email Mastercare and ask for clarification on what customer services are telling me. Thanks Jimbo
  4. Hi Everybody, Not sure this is the correct place for this but as I bought the item from Curry's I thought it was the best place. I am after some advice regarding a washer/dryer that is protected by a 12 month Mastercare support agreement. The washer dryer is 8 years old but we have always been protected by Mastercare and they have always fixed the problem throughout the years. However a few weeks ago we had a the common problem of the dryer not getting hot and requested an engineer to come out and clean the condenser. If this was an easy job I would have done it myself, but it is buried at the bottom of the washer dryer and we have been told not to do the job ourself. Anyway, he found a piece of plastic in the pump and claimed this was the problem. We asked him to clean the condenser and he said "no". We were not surprised when the dryer was exactly the same and on the first wash after he left the drum started making a loud noise so we reported both faults. On the second visit (12th November) he said we can still use the washer but we need a new drum. He also ordered a new condenser and said there is no need to clean the condenser as a new one is coming. The day after he ordered the drum and condenser I got a text saying they were out of stock and we would be contacted when they come in. I have used the washer a few times but it is getting nosier and nosier and it really is not washing clothes very well. I rang today for am update and they said there is no expected date for the drum, so i asked if they can send an engineer to fix the condenser, and this is where i need advice... She told me I can not have an engineer because I have already had two visits with the same problem. Despite explaining that neither of them actually bothered to empty the condenser, she was adamant that no visit can be booked and I need to speak to my home insurance company and ask them to fix the problem. I have never heard this rubbish before and doubt it is true but she would not budge. The new condenser is also out of stock and I will have to wait for it to arrive. I am basically without a washer or a dryer, no engineer can be booked and they have no date of when the machine will be fixed. The agreement says "For the life of your support agreement we will carry out as many repairs as your product needs" it makes no mention of two visits only. I can not find on the warranty an explanation of how long they have to fix the problems which is already becoming an inconvenience. Does anybody know what a reasonable time to fix the problems is? I have been offered another 12 month agreement which is due to start next month but do not know if I should take out the cover. I hope I explained my problem properly Kind Regards Jimbo
  5. Thanks for the reply. I was thinking about paying and moving on. But I like the idea of complaining to my local councilor about this. She has been to my house a couple of times in the last 8 months because of the by-election and then the general election and she seemed eager to help with any issues i had. So I may still pay but bring to her attention the problem and ask her to look into this because I agree that there is a discrimination angle on this.
  6. Hi Everyone I have finally had my reply... I have received your recent Challenge to the above Penalty Charge Notice and after careful consideration of the circumstances have found no grounds for the cancellation of the charge. The Penalty Charge Notice was issued correctly. The vehicle was parked on the footpath behind a double yellow line restriction. This means that the road is subject to parking/waiting restrictions which are enforceable 24 hours a day, 7 days a week. A yellow line restriction is enforceable from the centre of the road to the highway boundary or property line and therefore incorporates the area where the vehicle was parked in this instance. Each challenge is considered on an individual basis and I have noted the copy of a Disabled Blue Badge supplied with your challenge which you state you neglected to display in the vehicle at the time of the contravention as a result of an urgent need to use the lavatory, an effect of medication you were taking at that time. However, this does not provide exemption from this parking restriction or grounds on which to cancel the Penalty Charge Notice. When a Badge is not clearly displayed for inspection in a vehicle and only submitted for consideration retrospective to a Notice being issued, it can not be verified that the Badge was in the vehicle at the time of the contravention and there is therefore no authorisation to use the concessions offered by the Disabled parking scheme. I have also noted your comments that you held dialogue with the issuing Civil Enforcement Officer upon your return to the vehicle subsequent to the Penalty Charge Notice having been served. However, whilst there is no record of the driver of the vehicle having been seen, it is the responsibility of the motorist to ensure that a valid Disabled Blue Badge is clearly displayed for inspection in the vehicle immediately upon parking when using the concessions offered by the Disabled parking scheme. Please refer to The Blue Badge Scheme booklet which explains the duties of the Badge holder and also how to use the Badge. Any CCTV covering the vicinity of the contravention is in place to assist in the prevention and investigation of crime and is therefore not used by the Council in the undertaking of Civil Parking Enforcement or to support Penalty Charge Notice appeals. It remains the responsibility of the motorist to ensure that they park their vehicle in compliance with any parking restrictions or conditions in operation. For your future reference, please note that a footpath is in place for the use of pedestrians as opposed to a parking facility for vehicles and parking a vehicle in obstruction of a footpath is a matter upon which the Police may take action. Shall i just accept this and pay or is this a standard reply that is sent to everyone in which case i will think about going to the next stage Thanks
  7. Hi and thanks for the replies from what you all say it is not a hardware problem. PC World say it will not be Mcafee but as they sold it as part of a bundle that came with the laptop, I would not expect them to say anything else. I think I will remove and replace Mcafee. Glary Utilities looks a good option so thanks for that Thanks again for all the good advice
  8. Thanks for the reply dx It is the same with the wired Ethernet cable and other laptops are working fine so i do not think it can be a problem with the modem/wifi. It is taking that long that i think I will have the old "Dial Up" sound playing in the background and pretend it 2001:lol:
  9. Thanks for the reply I have the knowhow cover who tried and failed to fix the problem. It was them who advised taking it into store. I will try knowhow again before taking it back into store for them to look at it again. It is not the most expensive laptop and was not bought to be used to carry out loads of things at the same time and all I am really trying to do is surf the web quicker than 15 mins per webpage I do hope it is a problem with the settings that can be easily solved but the knowhow team could not find it and 5 visits to the PC World experts have also failed to find the problem. Thanks again for taking the time to reply
  10. I have been into PC World again and they want want me to take the laptop in for a 6th time as it is still taking between 10 - 15 mins to connect to a web page. They have said that it is not a hardware problem but they will take another look. As a few members have pointed out, it may well be Mcafee causing the problems but as that is the only software I have put on the laptop and as I bought the laptop as a package that included mcafee, are they in any way responsible for this? Or should I be thankful it is not hardware and try myself to figure out what is causing my problems? Thanks
  11. Thanks Andy and UB67 for the advice I will remove Mcafee and see it that makes a difference to the speed. Does this mean that all of the possible problems need to be ruled out before a replacement can be asked for? Should the Tech guys at PC World not mentioned this to me and should they not have already looked into this possibility during one of the five times they tried to fix it for me. Thanks again for the advice, It is much appreciated
  12. Hi Everyone and thanks for the replies. The answers are... It is windows 8.1 I use internet explorer browser and Opera Browser and both are the same I have Mcafee total protection( This also takes a very long time to do a scan and updates also take a long time) I have tested it on other internet connections and it is still slow PC World must have tested it on their internet connection The only thing I have put on the laptop is Mcafee Total Protection Not tried any games so I do not know about that I would like to think that after looking into the problem 5 times the highly trained in store expert would have found and fixed the fault. They have not said that it works great on their internet connection and they have not shown me that it works great on their internet connection. Had this been the case I would like t think they would have done this the first or second time. All they have said is " It should be better now" But instead of better it is getting worse. I have thought about emailing the CEO's office and asking them to look into the problem. Thanks again
  13. Hi and thanks for the quick reply PC World told me they did a factory reset on the last three times they tried to fix the fault. I did mention the sale and supply of goods act when I picked it up for the fifth time. It was then that I was told that it really was not their problem
  14. Hi Everyone I am after some advice regarding a laptop bought 26/1/15 A few weeks after I bought the laptop it began to be very slow at loading pages. I rang Rang Knowhow Customer Service Team who tried to help but as they were unable to help me they said to take it back to the store for them to take a look. I did this and when they gave it back to me it was exactly the same so I took it back a second time for them to investigate. When it came back it was exactly the same so it went back a third time. When i got it back it was even slower and was taking 6 or 7 mins to load any web pageit went back to store a for a 4th time. When I got the laptop back it was exactly the same it went back for a 5th time. It is now worse than ever and is taking 15 mins for a web page to load. The store are saying it is really not their problem. As I am still within the first 6 months and as they have tried and failed in store five times to fix the problem, am I now entitled to ask for a replacement? I am worried that if it keeps going in for repairs I will go past the 6 month mark and I will lose some of my rights. Thanks
  15. Just a quick update... As i have never had a ticket before and because it has been 3 weeks since i sent in my appeal I have asked how long they think it will take. At the moment they have so many appeals to look at that they think it will take 14 weeks from the day the appeal was sent in. So it will be a while before I hear from them
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