currys want me to pay £55 for recovery disc

[shayna32]

We brought my daughter a laptop from currys at christmas for £379 and it has now broke ie cant get operating system vista to load up think this is down to virus i phoned currys and they have told me that i need to pay for recovery disc at the cost of £55 and that i can't burn one off the packard bell site or borrow one or this will then void my warranty is this right a s a few people have told me that as this is under guranty for a year they should suppply disc free of charge.

 

Please advise having a bad few weeks i'm afraid everything in my house seems to be breaking down.

[blue4ever]

hi this may sound a daft question

 

1.didn`t you get dics off currys when bought

2. when setting up it usally says do a back recovery disc

3.if you didn`t get discs then you may have it in a partition on the computer

 

try system restore to a date that it worked properly

[shayna32]

hi this may sound a daft question

 

1.didn`t you get dics off currys when bought

2. when setting up it usally says do a back recovery disc

3.if you didn`t get discs then you may have it in a partition on the computer

 

try system restore to a date that it worked properly

 

Thanks for your swift reply in answer to your first Q i didnt get any discs with laptop.

 

secondly yes the laptop would keep asking daughter to make back up disc but she would click on remind me later and i stupidly thought that a 12 year old would not screw her laptop up in 4 months.:o

 

Thirdly what do you mean when you say it will show on a partition as i can't get into the laptop at all i can get into bios settings but have tried booting in safe mode etc and it wont do anything chap on phone said that a virus might have wiped the recovery section as when laptop boots up it says something along the lines of windows cannot install.

[blue4ever]

i`m sorry i can help you i was thinking of the safe mode(sorry)

the partition is where your sofeware ect is kept on the hard drive(thats why you never got any disscs when you purchased.

 

Hopefully someone more knowledgeable will be along soon

 

 

 

-------------

cheers paul

[shayna32]

Ok mate thanks anyway.

[Bookworm]

If the damage is down to virus, they most certainly do not have to do anything whatsoever, I'm afraid it is your complete responsability to have an up-to-date antivirus running to protect your machine.

 

Why do you think it is down to a virus though?

 

The other thing is that quite a few machines no longer come with a recovery disc because the recovery is already on laptop/PC and, as you saw for yourself, it is easier and a lot cheaper all around for owner to make a back-up disc.

 

If you're sure it's down to a virus, then you might have to just suck it up and buy the disc. But if it's just the helpline guy saying that, I wouldn't trust them as far as I can throw them, that's usually their answer to everything.

[ForestChav]

OK, instead of addressing what you've been told, what is actually up with it? Does it start up? What happens when it tries to load Windows? What have you tried, yourself and over the phone with the techguys? What model Packard Bell is it? Have you tried F8 and safe mode / last known good / repair?

 

At the end of the day if the damage is caused by software not supplied with the machine then they are NOT liable, you are. As you know, the machine repeatedly reminds you to make a copy of your recovery disc, to avoid having future problems and having to pay for one.

[shayna32]

If the damage is down to virus, they most certainly do not have to do anything whatsoever, I'm afraid it is your complete responsability to have an up-to-date antivirus running to protect your machine.

 

Why do you think it is down to a virus though?

 

The other thing is that quite a few machines no longer come with a recovery disc because the recovery is already on laptop/PC and, as you saw for yourself, it is easier and a lot cheaper all around for owner to make a back-up disc.

 

If you're sure it's down to a virus, then you might have to just suck it up and buy the disc. But if it's just the helpline guy saying that, I wouldn't trust them as far as I can throw them, that's usually their answer to everything.

 

There was virus protection on it the only reason i'm saying this is because thats what i was told by chap on phone, i stupidly assumed he knew what he was talking about.

[shayna32]

OK, instead of addressing what you've been told, what is actually up with it? Does it start up? What happens when it tries to load Windows? What have you tried, yourself and over the phone with the techguys? What model Packard Bell is it? Have you tried F8 and safe mode / last known good / repair?

 

At the end of the day if the damage is caused by software not supplied with the machine then they are NOT liable, you are. As you know, the machine repeatedly reminds you to make a copy of your recovery disc, to avoid having future problems and having to pay for one.

 

Hi there the laptop does start up to be confronted with the screen error

The computer restarted unexpectedly or encountered and unexpected error

Install Windows

The computer restarted unexpectedly or encountered an unexpected

Error. Windows Installation cannot proceed,. To install Window, click

“OK” to restart the computer, and then restart the installation.

Its the Packard bell easynote ALP Ajax c3 when chap was on phone we tried the f8 option in safe mode last known etc and nothing starts it up.

When trying to run in safe mode it pops up with windows cannot complete installation in safe mode to continue in safe mode restart the computer.

[ForestChav]

Looks like something's reverted Windows to an OOB state or that there's a critical system file missing or corrupt.

 

In the F8 menu, is there an option to go to Repair My Computer? There is on my Advent.

 

It does look, though, like it will be nothing more than a reinstall needed, what she's done to it I'd not be able to guess!

 

As a slight aside, I used to deal with this make of machine on almost a daily basis, but I've not seen the latest Vista builds so not exactly sure how PB have implemented recovery options.

 

At the end of the day it is likely that this is NOT a hardware related issue - though you always used to be able to get a HD and RAM diagnostic CD from PB's website - and if it isn't a hardware fault, or a known issue with the recovery (say a bug in it, like the earlier Vista builds had) then PC World have no requirement to resolve it...

[shayna32]

Just tried the f8 repair option mate and it takes me back to error screen looks like i'll just burn a disc and do a reinstall as i'm no way paying £55 for it what i would like to know is how a 12 year old has done this so i can prevent it from happening again as she has had a pc for 2 years now and thats fine but she has a brand new laptop for 4 months and now its gone to puter heaven.

 

Just looks like i'll have to void the warranty now fingers crossed nothing else happens to it but after a long think she only has 6 mths left on the warranty anyway so i might aswell.

 

Thanks for your help anyway.

[blue4ever]

Did you tell currys your name address ect??? if not

 

Why don`t you take it back and say the computer say no this shouldn`t happen in only 4 months and see what there people say

[UK26]

Hiya

 

restart the laptop and press F10, F11, or F12

 

One of the above may go into the recovery mode (a partition on your local hard drive, which will resintall the laptop.

 

Faling this, you need to take the laptop back to the store of purchase.

 

Due to it being more then 28 days, the store policy is to send off for repair

with the tech guys.

 

If you took out WhatEverHappens with the laptop, it will be repaired, replaced within 28 days.

 

Faling that, if you did not take out WhatEverHappens

 

it may take them upto 6 weeks to repair.

 

 

Regards

 

Dave

[shayna32]

Did you tell currys your name address ect??? if not

 

Why don`t you take it back and say the computer say no this shouldn`t happen in only 4 months and see what there people say

 

Already thought of this but can't remember if i did leave my name and address but might take it back anyway as like i've said previosly this shouldnt happen after 4 months and after a bit of research on forums etc it doesn't seem to be a virus issue.

[UK26]

when purchasing a laptop from Currys, you will be required to provide your name and address to complete the purchase.

 

if going back to the store, you will be given a red leflet with a phone number on it to call.

 

They MAY not help instore, the least they would do is send it off to tech guys on your behalf.

 

The only way i can see you getting this sorted quick is to purchase the cd's or you will be left without a laptop for a good few weeks.

 

I know its bad, and i don't like there policy.

 

Dave

Ex Employee to DSG Retail Limited (currys)

[shayna32]

Hiya

 

restart the laptop and press F10, F11, or F12

 

One of the above may go into the recovery mode (a partition on your local hard drive, which will resintall the laptop.

 

Faling this, you need to take the laptop back to the store of purchase.

 

Due to it being more then 28 days, the store policy is to send off for repair

with the tech guys.

 

If you took out WhatEverHappens with the laptop, it will be repaired, replaced within 28 days.

 

Faling that, if you did not take out WhatEverHappens

 

it may take them upto 6 weeks to repair.

 

 

Regards

 

Dave

 

On choosing option f10 i get the following.

Edit windows boot options for windows vista home premium (recovered)

Path: \windows\system32\winload.exe

Partition: 2

Hard disk: 2c372cdf

I'm afraid i didnt take out there whatever happens policy but might take a trip up to currys they can only say no can't they and as like i've said in previous post its not looking like a virus to me although i'm not completely tech savvie but have had a nasty one on mine a few years ago and managed to sort it myself.

 

 

But this darn laptop wont even boot up.

[blue4ever]

They will not like a Customer kicking off so that other Customers can see take it back act daft see what you get you may be suprised:shock:--

[UK26]

Seriously that idea is floored……

 

They will not break the company’s returns policy. Why well?

 

 

If they exchange the laptop when there policy says no it must be repaird, if this rule is broke. upon them sending it back to LDC they will inspect the laptop chage the store the full cost of the laptop againt that Stores Accounts.

 

the manger of the store wont like this as when the area manger comes around and looks at the account and sees a chareback from LDC he wont be too happy

 

i'm not trying to defend the store, just give advise so you dont go wasting your time

 

 

If you go to the store, and start mouthing off so other customers can hear hoping it will force them to exchange etc they wont do that.

 

All that will happen is Security will be called and you would be removed from the store.

 

You need to think carefully here. The only way to get this laptop backup and running is by using a install CD.

 

You could however use a CD from friends, so longs you enter the CD Key number that’s on the bottom of your laptop then you will be fine.

 

The other route (going back to the shop) will not be a quick way of getting it fixed I’m afraid.

 

Just trying to give some advice from experience

 

I never have liked Retail Policys on exchnages as i personaly think that, if the laptop goes faulty, it should be exchanged and not repaired, but sadly thats not the case.

 

Regards

Dave

[blue4ever]

i think BENWELL being ex employee will know the system better than i.

Thats why CAG works. lots of people working for the greater good:grin:

[ForestChav]

On choosing option f10 i get the following.

 

Edit windows boot options for windows vista home premium (recovered)

Path: \windows\system32\winload.exe

 

Partition: 2

Hard disk: 2c372cdf

 

I'm afraid i didnt take out there whatever happens policy but might take a trip up to currys they can only say no can't they and as like i've said in previous post its not looking like a virus to me although i'm not completely tech savvie but have had a nasty one on mine a few years ago and managed to sort it myself.

 

 

But this darn laptop wont even boot up.

It looks more like a corrupted boot loader - which a virus can do.

 

Get the discs, you will need them even if the HDD has failed. She should have made them, she hasn't, and now she needs them you have to buy them.

 

Currys won't change the machine if it isn't even defective.

[UK26]

Nope, they will just resintall it at TechGuys

 

What make is this laptop?

 

now i see it has 2 Partitions which would mean it has a recovery partition which could save you some money

 

like i said before.

 

turn the laptop on, press F10, or F11 Immediately

 

Keep pressing the key and within 6 seconds should go into recovery mode

 

Regards

 

Dave

[labrat]

quick thing if this doesnt work, get the pb boot disk creator off the website (forgot the exact link), burn it by double clicking, reboot with the disk in the affected computer, it will load up a dos window, if you run the comand switcher /? it should display an error code that says weither the recovery partition is there or not, if it is there ring them up and explain the partitions there and not active.

 

alternitally use the f11/f10 to install vista if that gives a blue screen with 0x0000021a then you may have norton go back installed reboot tapping the space bar and disable it.

 

alternitavly get pccheck 6.00 (NOT 6.05 i dont trust that) and run the smart hdd check it nearly always says fail for one reason or another and if it does they have to replace the drive AND re-create the recovery patition

 

take it from someone who does still work somewhere inside the company.

[ForestChav]

quick thing if this doesnt work, get the pb boot disk creator off the website (forgot the exact link), burn it by double clicking, reboot with the disk in the affected computer, it will load up a dos window, if you run the comand switcher /? it should display an error code that says weither the recovery partition is there or not, if it is there ring them up and explain the partitions there and not active.

 

alternitally use the f11/f10 to install vista if that gives a blue screen with 0x0000021a then you may have norton go back installed reboot tapping the space bar and disable it.

 

alternitavly get pccheck 6.00 (NOT 6.05 i dont trust that) and run the smart hdd check it nearly always says fail for one reason or another and if it does they have to replace the drive AND re-create the recovery patition

 

take it from someone who does still work somewhere inside the company.

Hmm, I always thought the boot disk didnt work on post-Honeymoon builds. Unless they released a later one.

[labrat]

hmm i honestly cant rememeber use pccheck then

[shayna32]

Nope, they will just resintall it at TechGuys

 

What make is this laptop?

 

now i see it has 2 Partitions which would mean it has a recovery partition which could save you some money

 

like i said before.

 

turn the laptop on, press F10, or F11 Immediately

 

Keep pressing the key and within 6 seconds should go into recovery mode

 

Regards

 

Dave

 

Hi mate like i said in previous post by pressing f10 i get the follwing message

 

Edit windows boot options for windows vista home premium (recovered)

Path: \windows\system32\winload .exe

 

Partition: 2

Hard disk: 2c372cdf

Followed by a command prompt.

Last night i tried burning a disc from the packard bell site to a cd-r disc and it refused point blank even though my daughter has a pc that has a dvdrw drive so i'm going to ask a friend to do it on there pc.

Don't think returning it to currys is going to get me anywhere really is it so might just have a go myself.