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Found 21 results

  1. Hi Peepz Firstly, new to this forum so Hello to all. I need some help & advise. I had my daughter tablet, a nexus 7 2nd gen 32gb covered for accidental damage for the past 4 years. Last week she put on the side of the bath to use the toilet and it fell into the bath which her mom had just ran for her, She is only 6. It caused the tablet to become water damaged, nowhere on the knowhow's policy does it state anything about water damage. What is more annoying is that it is called whatever happens & they state "mishaps & accidents do happen" but when I used my cover they have rejected it & returned it back to the store. The engineers report has said it could be neglect & that I have to write to head office, which I have but I'm not holding my breathe. What I need to know is, is it worth me trying to take them to small claims court to repair or refund me my money or am I just wasting my time? I have done some reading I know you cant use FOS as these big companies have some sort of get out clause. Will it just cost me too much & take too long that it won't be worth it or do you think I have a case? How can they say a child deliberately did this or it was neglect? it is a very grey area, how do you define neglect? if it's caused by an adult then I can understand but then a child doesn't have that state of mind to even think it. Any advise is appreciated The tablet cost about £225 new about 4 years ago or shall I try watchdog or trading standards etc... really angry that I've paid them all this time for a worthless cover thankz ice
  2. Hi all, In need of some of your excellent advice please. Almost 2 years ago I purchased a cheap laptop from a Currys store through my business, at the time the salesperson asked if I wanted any sort of extended warranty - I always say no, they are a complete con of course. Fast forward to now, I have just noticed that he did in fact sign me up for this at £9.58 a month, without my permission. I rang the Currys 'Knowhow' helpline and requested a refund; the lady said she could only refund 6 months' worth of payments, which I declined as I want a full refund, for obvious reasons. The total is over £200! I wrote a letter instead per her advice, but they have declined any sort of refund as I "signed up to it" and included an invoice (unsigned) from the date of purchase, where it dubiously mentions: 18147 WM/PREM - 9.58 I should have checked it, but I didn't. Naive of me to take salespeople at face value I suppose, but whatever. I am somewhat embarrassed that I/my accountant didn't notice this before now - but I suppose my defence of being a business account with over 30+ transactions a day through it goes some way to explaining it. Should I take them to the Small Claims Court? Or some other method like using my van to block the store entrance? As you can imagine, I am livid, and more than willing to "invest" some money to getting it refunded, as it's a matter of principle.
  3. Hi I have this problem with both HP and their repair centre in Newark. I have a HP pavilion DV7 17" screen, Windows 7 64-bit SP1, 2.00GHz, 8.0GB RAM, Intel HD Graphics 3000 Laptop that is about 3 years old. Recently I started having this problem with the Laptop. Once I shut the Laptop down or put it to sleep or hibernation mode, and try to start it up again, it simply will not boot back up at all. I have to leave it and come back to it after four to seven hours and then it will boot up normally. If after 20 minutes of the Laptop being on and in use, you hibernate, shut down or put the laptop in to sleep mode then it will not power back on till after 7 to 8 hours later. Nothing you do will get it back on sooner. There is power to the Laptop in the meantime. This is increasingly difficult for me as it means once the Laptop is powered on and in use, I have to leave it powered on all day till night time when I have to shut it down and come back to it in the morning and power it back on again. I took this to a local IT repair person on the streets and they were not able to resolve the problem and mentioned I have to send it to HP to fix, I took the Laptop back to PC world where I bought it three years earlier and (knowhow) charged me £50 just to send it up to their repair centre in newark, the Laptop is no longer in warranty by the way. When the repair centre started working on it, they called me to confirm that the system board of the Laptop needs to be changed to resolve this issue, I had no choice but accept for this to be changed at a further cost of £95. This was done, sent back to the pc world (knowhow) branch I took it in to in the first place. I checked the pc, powered it on at the shop, it came on as normal so I signed for it and took it home. A day later, I discovered that I still had the problem with the Laptop not booting up after a few minutes of it being in use. I tried to boot it up and the laptop will not boot up, I was basically back to square one with all the cost I have incurred so far. After 5 days or so, I took the Laptop back to (knowhow) and advised them the Laptop with all the repairs so far, has not resolved the issue and also one of the keyboard buttons was faulty which I mentioned to them as well, the Laptop was taken off me and sent back to the HP repair centre in newark and came back almost two weeks later with the keyboard changed and looking new. Please note that this second for free as under the terms of the first repair, I have a guarantee of three months which covered me for the second time around. Anyway, after a few days later, the power problem was still there, once the Laptop is either hibernated, shutdown or put in to sleep mode after it has been on for up to half an hour or more, the unit will remain shut down and cannot be powered on by the power button of the Laptop till after 5- 8 hours later then the power button will now responds to power on the Laptop. This is now my third time of having this same issue and need to know what options are available to me as this has cost me both time and money so far. It seems to me there is a heating mechanism or component that heats up once the Laptop is powered on and only when this cools down is when the power buttons becomes effective again. The Laptop is useable when on and working but becomes such a pain once you close the lid or power it off, which means it has to be left on all day till night time when I want to go to bed then I can shut it down boot it up in the morning if need be with no problems but have to leave it powered on all day again. This is not acceptable to me. When using the Laptop and there is any software or programme that needs to be updated on the laptop, I cannot reboot or shut it down as it becomes unusable till several hours later. I hope I made myself clear as to the problem I am having. Summary: Laptop once shutdown does not boot up till several hours later. Laptop out of original warranty when bought but not old as only about three years old, windows 7. Been to HP knowhow repairs centre twice and components changed at my cost but still problem above persists. When in Hibernate or Sleep mode, the standby light keeps flashing but the power on button not responsive to the unit. Seems there is overheating - but Fan is fine - causing this issue that has to cool down first for normal boot up. There is a three months warranty in place from the first Job done by the HP repair Centre which covers me for three months. Monetary cost to me so far is £145 pounds and five weeks loss of use as it takes two to three weeks get back from knowhow. Thanks and hope to see the responses I get from you all savvy people.
  4. hello, i brought a fridge freezer from currys and i took out a warranty , unfortunately it stopped working however a replacement was sent be it 4 weeks after. I was told i could claim for food spoilt however currys say consequential loss is not covered in the agreement, is this true as i cant see anything in the agreement and the only reason why i am claiming is because currys member of staff informed me and others have recieved it. thanks
  5. 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
  6. I have a Currys Whatever Happens KnowHow insurance policy on my laptop. I bought the laptop in September 2009, and have had no faults or claims until my son accidentally spilt coffee on it on the 10th April 2013. I didn't know this would be covered until I rang up and asked and they told me it was. So I took the laptop down to my local Currys store within the hour and it was sent away for repair. I was told it would be sent away straight away, but it was not. It was sent away 6 days later. This was one of the many, many lies I was told. I picked the laptop up 14 days later on the 24th April from the same store, and was told it had many items replaced like the mainboard, disk drive and hard drive etc and also that it had a full valet and technical check. The valet was a lie as it still had coffee stains from the spill! And the technical check must of been a lie as another new fault occurred! It wouldn't stay on longer than about 2 minutes. I tried to fix this using my knowledge but whatever I tried, the laptop just shut off within 2 minutes. I couldn't understand why this would happen after the 'technical check'. Okay I was quite annoyed but I just rang them up, explained, and took the laptop to the store the next day (25th April). On the day I returned to the store ready for the second repair, I explained the problem to the KnowHow staff and they didn't believe a thing I said! I just stood there in disbelief at what they just said to me. They tried to set the laptop up themselves, to discover that it did indeed turn itself off and wiped the smug smile off their faces. A normal member of Currys staff approached me also, and also couldn't believe what they said and even she knew more than the KnowHow staff did! They arranged for it to be sent off again, and funnily enough, collected it the next day. So I was told it was in store 4 days later on the 30th April and I got told that the fault was my battery and wouldn't replace the battery. Obviously they did something more if the fault was gone. But as always there was a new fault now! The screen was flickering and the speakers produced a crackling sound. I honestly wanted to throw the laptop out the window I had enough! I didn't bother trying to rectify the fault myself I just closed the laptop and returned to the same store again. Once again, I was approached by yet another member of KnowHow staff with the same old careless 'know it all' attitude. They're not alone as most of the Currys store staff are the same. They really need to sort their staff customer relations out! I got the laptop back on the 11th May and once again there was a new fault! The fan stopped working and overheated the laptop. I absolutely give up with KnowHow and there shoddy repair service. I returned to the store the next day and wasn't believed again and I just didn't listen to a thing they said. Obviously they don't understand how to relate to a customer, and they sent it off. I sent an email to Currys customer service during this time basically saying what this email says, and a few days after that a KnowHow manager rang me. He completely understood where I was coming from and had requested a write off for me once they received it. I rang up today to see the progress and was told that the repairmen refused the write off regardless of the £100's wasted on previous repairs. I have the multi-care policy and this means it has to be repaired within 42 days, and I'm at 38 days now since the 10th April when I took it in. I explained this to the staff on the phone and she told me I won't be granted a write off. She said it can be repaired 100's of times if they wanted before they choose to write it off. I still haven't received my laptop back. Where do I stand? I have had enough with Currys and KnowHow! I want a write off and they won't allow one regardless of these 4 repairs, the disgraceful customer services and lies I have been told! 38 days without a laptop now and I really don't know where to go from here.
  7. I was wondering if someone could please help me, my laptop accidentally slipped and fell from 2nd floor balcony. KNOWHOW have sent this back to me without repairing it and have said the findings are not covered by the agreement and I need to write to them at Hemel Hempstead if I want to challenge this. Please help as I'm not very good at letter writing.
  8. I have had months of problems with this disgusting company, fed up with them not replying to emails, not replying to letters, and the only way to contact these people is by ringing their 0844 number they tell everyone to ring, their policy is to delay everything, you cant contact them, they just delay all the angry customers while they continue to take money each month for service agreements. call them on these freephone numbers, just ask to be put through to whoever you want, if they say they cant them just ring back until they do, 0800 023 4701 0800 587 8787 their legal dept if you want to threaten them with court action - 01727 202030 and finally, as they never seem to reply to emails, just email their CEO - sebastian james, i am not allowed to post email addresses, but perhaps someone with more than 10 posts can post up his email, but to work it out - sebastian.james then followed by @dixons.co.uk
  9. “LG Life’s not so Good” TV developed fault just after 2 years.........! Sent an email to Currys and got a response: ‘As a company, we do understand our obligation to provide a remedy for products that fault following the expiry of the guarantee in certain situations. I do appreciate that manufacturing defects may not manifest themselves until after the initial warranty period has expired… Alternatively, you are able to obtain an independent engineer to inspect your television, you can send us the engineers report. The report should outline the diagnoses of fault/s that has occurred, the cost of repair, also if the television is not repairable then the report should state this also….” Sent independent engineer’s report and they called to organize collection to repair the TV, which they did within 7 days. Also will refund my £30 for the engineer's report. Well done Currys and the KNOWHOW team. P.S. Background: avforums.com/forums/lcd-led-lcd-tvs/1802165-lg-tv-no-picture-sound-hdmi-usb-lan-don-t-work-distorted-freeview.html
  10. I have had months of problems with this disgusting company, fed up with them not replying to emails, not replying to letters, and the only way to contact these people is by ringing their 0844 number they tell everyone to ring, their policy is to delay everything, you cant contact them, they just delay all the angry customers while they continue to take money each month for service agreements. call them on these freephone numbers, just ask to be put through to whoever you want, if they say they cant them just ring back until they do, 0800 023 4701 0800 587 8787 their legal dept if you want to threaten them with court action - 01727 202030 and finally, as they never seem to reply to emails, just email their CEO - sebastian james, i am not allowed to post email addresses, but perhaps someone with more than 10 posts can post up his email, but to work it out - sebastian.james then followed by @dixons.co.uk
  11. Please please please can you help?? I Purchased my TV in Aug 2007 for £1999. Purchased Knowhow's whatever happens policy for TV in Aug 2008 at £7.99 per month. Paid a total of £479 over the 5 years! TV developed a fault and was sent off on the 19th July. I phoned knowhow on 19th July as I was concerned with the way it was transported as PLONKED my heavy 50" Plasma TV into a case on its side and transported it in the van on its side. It was logged as a complaint (which is still ongoing). I received my TV back, fault supposed to been repaired, on the 26th July when I open the wrapped bubble wrap I felt that the top edges and the top of the TV frame had deep scratches and scuffs and a big dent in the rear of the TV casing. I take great care and pride in my gadgets and this cosmetic damage had not been done prior to Knowhow taking it. I contacted knowhow again informing them they had cosmetically damaged my TV. They took the TV again for investigation. On the 2nd of Aug I recieved my TV back with a replaced front frame and rear case. Quite impressed however, on inspecting the TV I found a dent and scuffs in the new replaced rear case of the TV. Not that big so I was okish about this until I turned my TV on and low and behold, this was the first time I had switched the TV on since 19th July, the original fault I had reported and sent away for had not been repaired. The original fault was red vertical, coloured horizontal lines across the TV screen which, until the TV was warm, the TV would turn its self on and off. The TV was sent back for a 3rd time! They had to end up writing the TV off as it was passed their 21 day policy. Eventually I ended up getting a voucher code to which I took to my local Currys, happy that I was going to get a new TV, when I was informed the value of the voucher and their supposedly equivalent like for like TV of £699 ps51f5500. After an hour of disagreeing and getting no where with trying to get them to understand that the TV they were trying to replace was NOT like for like as for starters it didn't have the same connections let alone the same amount! Well after an hour I walked out with no TV. I have phoned Samsung and they advised me that the TV Currys offered is far less inferior product and advised that the equivalent today was a ps51f8500 at £1749 TV which is exactly what I had researched as being a replacement. So far I have got no where with this. No offer of compensation for cosmetically damaging my personal possessions. No offer of an apology. And no like for like offer according to Samsung themselves. But the topping was the offer of a £699 TV which is what I have nearly paid in premiums alone! Samsung have said it was a top end TV at the time I purchased it. So they should replace with a top end like for like in today's equivalent which they are not honouring. I am not accepting this offer so what should and can I do and where do I stand with this? Please please help. Oh I am severly sight impaired/Blind and my TV was a major part of my normal daily living and to have been with out for over a month now has been very hard for me. I only have a tiny bit of sight left in my left eye only and rely on larger scales to help me with my day to day activities. Knowhow are fully aware of this. Many many thanks in advance for any advise anyone has got to give me as I am not accepting this offer. I am also being told by Knowhow t,hat I cannot even get my old TV back! Is this now not theft as I haven't accepted their offer and want my TV back which they are saying I can't have back now? Can I not claim criminal damage for the damage knowhow caused to my own personal possessions? Please please some please help not a happy bunny
  12. ha409

    Knowhow no good.

    I just want to tell you guys about my experience with Knowhow. After collecting the laptop from KnowHow (keyboard failure), I realized that a screw was missing from the top left side of the frame. Long story short, couple of months passed and my laptop frame started to come from the side the screw was missing from. No biggie. I called them and told them that they forgot to place the screw back, They took my laptop but then lied to me and told me it was repaired, it was return to me with a letter from Gary Peryment, who said I abused my product. What made the situation ever worse was that my laptop was more damaged than when I sent it off to them:-x. It was not turning on, the motherboard was cooked and there was a coffee cup stain on the lid. I was curious to know why it returned to me completely damaged with cup stains on the lid of the laptop/ So I kept telling Gary Peryment what happened. What made the scenario more strange was that they wrote me a letter stating they forgot to put the screw back in. I called their customer service team about a number of times and each time they were pathetic . Could not provide me with single answer other then only Gary Peryment can solve this situation. The only way I could get any information was through the post, as if we are living in 1900. No telephone and email. A company which sells technology. After three months, which included four letters and taking my laptop to been seen by a IT engineer who sided with me. I got a call from an independent investigator who sounded clearly shocked by their behavior. Even though he said that, I always knew he would side with them as he was hired by them. Another refusal and I thought to give up. By luckily I did not. I sent them a letter before action. After refusing to fix my laptop, I went onto the small claims website. I claimed for £500,it costed me only £35 and if i win I get the £35 back. So after two weeks, they acknowledged my claim. Giving themselves an extra two weeks to make a decision. I waited and on the final day they put in a defense. It was a shame as I would have enforced a judgement. Their aim, I guess was to dishearten me. I finally spoke to one chap in the legal department, who understood my complaint and acknowledged their wrongdoings. we negotiated me a good price of vouchers:-D and I was happy to end this. Even though it was difficult, the only time they will pay out is when they are being taken to court, SO DONT GIVE UP!!!!! I been without a laptop for so long, I dont know what to so with it.
  13. I dropped my HP DV6 laptop off at the local PC World on December 10th 2012 to have the hinge repaired under the Whatever Happens / Coverplan scheme, which promises to repair your computer within 28 days or offer a replacement or store-credit for a laptop of similar specs. On January 7th (Day 28), I received an SMS message thanking me for dropping the laptop at the store and givig an estimated return date of 16th January. I contacted Knowhow by phone, only to discover an administrative cock-up had occured due to the DV6 being mistakenly logged as my DV7 which had also been in for repair earlier in December. Somehow this had messed up their system. I requested a replacement under the 28 day policy and was told the matter was under investigation. Further calls to Knowhow only served to confirm no-one had a clue what was going on, and that any offer by Knowhow to return a call was simply an excuse to get me off the phone and blatantly not going to happen. On day 34, I decided to email Knowhow as I was reluctant to keep banging my head against the wall with the telephone system. Today (day 35) I got a reply from David Cattermer informing me that as the laptop had now been repaired and should get back to the store 'soon' (still no assigned date for delivery) and as such I was no longer able to request a replacement. Should I stick to my guns and insist on a replacement?
  14. Hi I am so angry with knowhow and would like advice as to what legal action i can now take against these people. I have sent 5 emails - no reply, numerous telephone calls some lasting for more than an hour and still no answers. I have had a laptop since 2006 and at the same time took out the PC performance insurance policy, paying a regular payment of £9.99 a month without fail for over 6 years now, a total of over £7.000. i had sent my laptop off for repair several times during september and october 2012, each time it came back with the same fault or sometimes a different fault, and had to be sent back to knowhow. I recently sent my laptop for repair on the 10th November 2012, knowhow attempted to return my laptop not repaired, when they first attempted this, the driver insisted i must take it as he had no paperwork to take it back and, in his words "it would just be dumped in some warehouse" i still refused to accept it, and the driver took it back. after waiting several weeks, emails sent, telephone calls made, i heard nothing, i was then told on the phone that my laptop neede a part, they ordered the part, but was told that as the laptop was so old the part was no longer available, i was told to ring back in 2 days, i was then told, after being on the phone for over 1 hour, that the fault was not covered by my insurance as there was a hole in the case there was no hole in the case when i sent it off, the problem i told them about was it had no power, it seems Knowhow had changed their mind and this was the first time i even heard of the hole in the case. i have had enough now, after paying so much for over 6 years and getting no reply from letters, emails or phone calls, i now widh to take legal action and revover all my expenses and costs, i have contacted BBC watchdog over this, is there any action that can be taken through the OFT or Trading standards? many thanks Sharon
  15. Hi all, After going through quite a tough break up I was moving home to my parents house and my TV fell off the back of my Dads lorry when we were unloading it, it fell onto the corner of a wall below the van which cracked the screen. I was quite upset (straw that broke the camels back) but then remembered I was covered with KNOWHOW from Curry's so gave them a call. They then came to pick up the TV....anyway, they've now said that the TV damage is "too extensive for the explanation given". What can I do? I'm quite annoyed that they've made this assumption when I can prove I moved and the TV was damaged by the move, it seems I've paid all this time for a policy which wasn't going to do what it says on the tin. Thanks
  16. Hi Everyone, I hope i can get some advise here More than 2 years ago I bought Samsung 46"LED tv ,that tv was Ex-display (No stand,no wires ,no remote with some scratches on the front and dent back panel) People from the shop where I bought that tv promise me to find the stand and some other staff but till today I didint get anything.The problem was my landlord not accept tv fit on the wall so I was forced to lay the TV on the table and believe me it was not easy because the TV is big, heavy, and there was no stand. Television slipped from the cabinet which has more than 1.5 meters on Hard areas which had been made under the ceramic tails (because the house was renovated)I will add to, I tried to secure the TV all time . Call knohow they take tv and after 1 week back not repairing "the damage is exceeded" I send them 1 more letter with the explain in full whats happened, and still not accept ? Please let me know what should I do Regards Remik
  17. Hi Everyone, I hope you can give me some advice on a problem I am facing. On 06/03/2009 I purchased a Dell inspiron 1545 laptop with the whatever happens agreement paying around £9 per month. About a month ago my wife was using the laptop and went to check on my son who was in the bath. She slipped in the bathroom and the laptop hit the bath and went into the bath which had water in it. she immediately took the laptop out and called me whilst i was at work. I rang the knowhow company and told them the laptop had fell in the bath. They told me to drop off the laptop to your local store and it will be picked up from there and repaired. A week later I had a phone call to say that it was being returned without repaired and to follow instructions on a letter that you will get with the laptop. I asked what the problem was but they said something like " the damage is exceeded" I've picked the laptop a few days ago and looked at the letter which i think was from knowhow claims investigation. "we have carried out an inspection and in the opinion of our engineer the damage seen is inconsistent with the reported explaination and/or the damage exceeds what we would expect given the circumstances. As a result of our findings repairs are not covered by your agreement and we are returning your product to you unrepaired" They have also said that the service has now stopped. I am very shocked that they have written this. This was a geniune accident from my wife. I have written a letter which i have not sent. Please advice on what I should do. Regards, Mo letter: I write with huge disappointment to a company who I have purchased goods for over 10 years. I purchased my Dell inspiron 1545 with the support agreement on 06/03/09. The laptop was being used by my wife, she went to the bathroom to see my son (5) who was having a bath. My wife slipped in the bathroom and the laptop hit the bath and fell in the bath. The bath had some water in. My wife got up and quickly removed the laptop from the bath. My wife then contacted me whilst I was at work and told me to contact knowhow and tell them the laptop fell in the bath. I contacted Knowhow and told them "the laptop had fallen in the bath". I was later told by my wife in detail of what had happened. I was told to drop off the laptop to a store and it will be taken to the repair centre, which I did. Around a week later I received a phone call to say that my laptop is being returned without it being repaired and a letter will be sent with the laptop on what you need to do. I mentioned why this is the case but they said something like "the damage is exceeded", I asked the person to elaborate as I didn't know what it meant but the person was unable to do so. On 20/09/12 I picked up my laptop from Curry’s and read the letter that came with the laptop and was shocked with what was written. "We have carried out an inspection and in the opinion of our engineer the damage seen is inconsistent with the reported explanation and/or the damage exceeds what we would expect given the circumstances"... therefore not covered by the agreement. Now I do not know what Knowhow expect if a laptop falls in a bath with water in there but the laptop accidently fell in the bath with water in it, there is nothing more to that and how can your engineer say the damage is inconsistent with what was reported? I have been paying for this support on my laptop for a long time and I expect Knowhow to repair my laptop as this is covered in my support agreement. I would like my laptop to be repaired or replaced. Knowhow have already been on watchdog last year with over 100 complaints in the period of a few months. I will not hesitate contacting the relevant departments in getting my laptop fixed or replaced by Knowhow. I trust you will look into this in detail as you may not have had the full details previously. Regards,
  18. Hi there, I registered on here today after nearly a year of enduring pc world's service. I purchased an Acer Aspire X1301 desktop PC from this store on the 16th of January 2010. I also purchased the Whatever Happens Club warranty service they offered - now known as the KNOWHOW service. Right off from the start we had a problem; the first unit we received and took home would not start up. Now it's clear that this must have been some sort of sign for the troubles that would arise in the next years. We returned the first unit and got another unit. This unit we have had for nearly 2 years now. The pc wouldn't start and had the blue screen of death frequently, and general power issues such as the pc booting but no fan running despite the blue led light on the front turning on. This was in March 2010, and an engineer came to our house to replace the case due to "power issues to do with the pc case". Next, in October 2011 the SAME PROBLEM OCCURRED. We sent the pc in for repair, and the fault was diagnosed by pc world as "boot fault", bsod and powers off". They had, this time, not even TOLD US WHAT REPAIRS HAD BEEN MADE. The desktop, being so unpredictable, ran fine after this again, until the 15th of March 2012. The SAME PROBLEM HAPPENED - YET AGAIN! Again the pc was sent in for repair and this time we were told on paper that during the repair the Hard Drive had been replaced - WHY HAD THEY NOT DONE THIS BEFORE? IS THIS SIMPLY THEM LYING, or replacing things because they do not know the real fault with the pc? I'm not sure. Then we received the pc back from the 'KNOWHOW' team. Then, just 3 DAYS LATER , the PC started acting up again - WITH THE SAME PROBLEM of turning off randomly. This time, I'd had enough of this terrible treatment PC world had given us - CLEARLY, they HAD NOT FIXED THE ISSUE THAT HAD STARTED IN 2010 with the "faulty case", and again, we took the PC to our local PC WORLD store. The 'KNOWHOW expert' at the store was very sympathetic and told us that the pc would be sent in for a write-off request - When we were at the store howeer, he opened up the pc, checked some things, didnt even bother booting it up, and just phoned the 'repair team' and talked about getting a write off. However, we were finally glad that we could just get a new pc that would just work - and not one that would have to be sent in for repair every few months - or even days at one point! We were told by the KNOWHOW member that we would be able to get vouchers to get a new pc at PC World. We were happy with this, and he said that it would take around a week for the whole procedure normally. Just three days later however, another KNOWHOW member called us up informing us that the write-off cannot continue. Apparently, the pc was working fine at that moment, and for this reason they could not send it off to the write off team - THE PROBLEM IS, I EXPLAINED TO HIM, THAT THIS IS WHAT ALWAYS HAPPENS - THE PC IS FINE FOR ONE MOMENT AND THE NEXT IT DOES THE WHOLE TURNING OFF THING AGAIN! ! I told him this, but as ever, the KNOWHOW team say they understand our situation as customers but do not do anything to help us. He told us that the pc would be cleaned, sent back and that was it. I was very frustrated at this terrible service, and he also told me that when the problem happens again, i should phone up the call centre and ask for "second level TSA support" - this, he said, was a higher form of authority which would be able to push for a write -off stronger and thus would help us get a replacement pc. At this point, if you have read all this, I hope you can see what I am so frustrated about. This pc has been sent in 4 times (5 if you include the exchange of pc on the very day we bought it), and the same problem occurs all the time. The pc world KNOWHOW person who was there had even told us that since it had occured 4 times, with the same problem, we were entitled to a write-off and replacement, but he unfortunately did not tell us that after 4 times we were only eligible to a write- off. This is not that much of a problem however as this is in the warranty contract. The problem is that the pc turns off randomly, so at times it will seemingly work fine and then gradually it gets worse until we send it in for repair. Then the same cycle would happen again! I would really appreciate some help with dealing with this ridiculous service I have received over the past 2 years - I just want a working PC. Add on top of that that the warranty runs out in January 2013 - it seems to me as if they are delaying replacements until the warranty finishes and then they will do nothing about it at all. I really would like some help with this ordeal - sorry for the long post but I wanted to make it really clear how bad I feel I have been treated as a customer who has paid over £500 for the PC and the warranty service.
  19. I purchased an Advent Modena Laptop from the PCWORLD website on 09/08/2010. Roughly 6 weeks later I had to send it for repair due to a webcam malfunction and various parts were changed, At this point I decided to buy a WHATEVER HAPPENS policy. The laptop has since been away numerous times, and each repair has caused other problems as the recovery partition has not been reinstalled and the copy of windows has not been validated and one time I was even sent the wrong charger. Each time I have had to spend time and money on the phone trying to rectify each fault. I decided to have a look on the 'Knowhow' website to have a look at the T&C's & benefits of my policy. I was quite surprised that they have a benefit called which states a ‘No Lemons Guarantee which states if your computer goes wrong after 3 repairs you can request a replacement’ I then read on to read the small print which states ‘If you have originally purchased a product labelled as ‘previously owned’ or ‘non-pristine’ our 7 day and 21 day promises do not apply and you will receive vouchers to the value of the original price paid’ After reading that I was then wondering why I was rejected a replacement when I was on the phone to an advisor after my laptop had broken for the fourth time. I asked if a replacement of the product was possible and the advisor said that it wasn’t and all that they could do is get it collected to be repaired again. I received a call in response to my last letter dated 3rd August, 2011. I was informed by the advisor Marie, Customer Action Team, that if there was a problem when I received my laptop back from repair, I would be offered a replacement or give me my money back. I was satisfied with this and felt that my problem was being fairly dealt with. I feel I am being treated unfairly as when I asked to have my call transferred to Marie this was refused. On Friday 12th August I received my laptop back from repair for the 7th time. I was handed the laptop & charger from your delivery driver and was asked to I signed the paperwork. It became apparent that the charger was the incorrect one for my laptop, it was a TOSHIBA charger and my laptop is an ADVENT laptop. I spoke to the delivery person who told me to contact the call centre once again. I thought that they might have changed the charger but the plug was incompatible. The lid of the laptop which had been replacement had deep scratches and would not go when rubbed with a cloth. I then rang the number that 'Marie' gave me if any problems occurred on return. When I finally got to a human voice I asked to be put through to MARIE in the CUSTOMER ACTION TEAM. It seemed like the advisor ignored me so I repeated it and the advisor on the phone told me that this wasn’t possible. She then transferred me to Technical Support. When I was transferred, I was told that my laptop would need to be sent for replacement again! The useless advisor told me this would enable them to replace the top lid and locate my charger. Further into the call, I was told that the laptop would be sent away for one week which is quite ridiculous for just replacing the charger & changing the lid as this would take twenty minutes as I have done it myself on another laptop. I was very dissatisfied with this service, as a student I have got coursework to complete over the summer break and I have no laptop to use. My was sent away on 14th October 2011 for repair due to a hard drive failure which is surprising as it was only returned less than a month ago to the last repair. Just after 38 days of it fully working, it developed the Hard drive fault again, once again I phoned up 'knowhow' to sport out a repair and the guy on the phone said because it is the same problem that has occurred as last time within a two month period I am going to ask for it to be wrote off. On hearing this I was very pleased because I was going somewhere, and he told me to take it into my nearest PCworld/ Currys to sort it getting repaired as it couldn’t get collected from home. Took it in and repeated the conversation I had, and the girl behind the counter said it should be back within a few days. Once I got home I decided to check the ref number I was given and it said that it would be completed on Monday 28th Nov....but last night when I checked it, the date had changed to the 5th December. I was quite ****ed off on seeing this so once again I phone them up and the guy said on the phone. The product has been repaired and is awaiting delivery back to the store. At this point I interrupted him and said that I was booked in for a write off not a repair and the guy then said that a write off wasn’t mentioned and it was just in a for a standard repair. What do I do now, it was booked in for a write-off but they haven’t done that they have repaired it. I am a student and need my laptop in my studies and can no longer rely on this laptop as personally I think that it not fit for purpose. No product should have to be returned so many times in one year for repair. I just don’t know what to do about my laptop anymore it is beyond a joke, I have thought about seeking advice from Trading Standards about to suitability of this product but I am not sure if I have a strong enough case and if any good will come out of this. I know that they have broken a few laws (since I am doing business studies) but they are not arsed about them. I just need a reliable laptop that I can use for my studies. I have thought about selling it and buying elsewhere but I won’t get all of the money back from the price what I paid for it.
  20. My tablet PC has just been repaired by KnowHow. In the last 2 weeks they have given me 3 delivery dates for returning it to me. In each case the date was confirmed by their website tracking system. In each case the delivery was not made. No contact from KnowHow either by phone or email. Their customer services (when I could finally get through to someone who accepted that I did not want a fourth delivery date) are now chasing this, but it has been several days now, and still no solution...
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