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PC world help needed


22margaret
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Hi Curofone

 

Had the responses you predicted (you sure you don't work for their CR department haha ) wondering though, they do have a responsibility to take due care of my laptop whilst in their care. Yes it could of been stolen anyway even if I had had it but if it was stolen on the 5th August and I never found out about this until the 22nd surely they could not have been taking that much care of it, it was after all only when I phoned them that the issue was raised of the theft ??? Your thoughts on this would be appreciated . ta

 

I am pretty sure that I do not work for PCW customer relations department, last tme i checked I was doing freelance web development and I have an interview for a software developmer role next week.

 

Yeah pcw should be taking care of your laptop but they will just say that it was with a third party and out of their control. Now becuase that third party has lost it pcw need to keep their side of everything and provide with a replacement and then they need to get the money back off DPD for themselfs.

 

The fact you did not find out till you rang up does not surprise me as i do not think the systems automatically flag up that a machine has been lost and it not until a customer rings up and you get a call agent that knows what they are doing realise that something has gone wrong and put the wheels in motion to get the problem sorted. I am sure i remember a story where some guys laptop had gone away and got lost and he did not ring up till about 3 months after he sent it away and only then did anyone realise.

 

If i am being honest i think your fighting a losing battle if you want to get any compensation out of them as they have done everything they are required to do in the terms of the contract both parties signed. I perosnally do not agree with the contract or the way customers get treated by pcw but they already have your money so they do not really care.

 

Also what i would say is if you have already got a new laptop from pcw make sure you ring up the coverplan call centre as the cover does not automatically get transfered from the old laptop to the new one and then you ring up the call centre and their like sorry no cover on that machine can not help you. Or alternatively ring up the manufacturer of the laptop and ask them if they do there own extended warrenty and ask for a copy of the term and conditions and read them before you sign it.

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Thanks you talk a lot of sense, as you say its more infuriating at their total lack of customer care more than anything. I'm really glad that the customer care I'm allowed to give is so much more personally vocused, and I'm allowed to make decisions based on individual cases and situations.

I suppose due to the way I work I feel that all big companies should also offer this but hay ho we live and learn.

I will take you advice on the sony machine and get the laptop (its getting more difficult to get access to my daughters laptop due to her needing it for studying )

Any way a big thank you for all your guidance and help in this matter, all the best for the future

Gina

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  • 3 months later...

I would not have taken all this headache from any company. I would have issued a claim in the small claims court.

 

Takes a while to get into it but its rather straight forward... Judges usually understand your not a trained solicitor... most of the time these large companies wont appear in court it costs them more to go to court then offering you a replacement laptop...

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I would not have taken all this headache from any company. I would have issued a claim in the small claims court.

 

Takes a while to get into it but its rather straight forward... Judges usually understand your not a trained solicitor... most of the time these large companies wont appear in court it costs them more to go to court then offering you a replacement laptop...

 

Or you could just not waste your time. Ring whateverhappens, tell them you booked your laptop in, and 21 days has passed since collection, so you'd like replacement vouchers.

 

DSGi's Terms and conditions are very clear, 21 days from the date the laptop is collected for repair, if they cannot repair, then they must replace. It doesn't matter if they actualy recieved the laptop, as soon as that thing out out of your hands, the clock is ticking on their side. You really have no room to complain about this because you signed a contract stating they could have upto 21 days to repair it or replace it.

 

You've gone through no more hassle than any other customer who's booked a laptop in for repair, I'm assuming you backed your data up before it was sent off. So all you've lost is time.. and you've gained a better laptop.

 

Taking this any further would be nothing more than a case of crying over spilt milk, to put it bluntly.

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Hi I settled the claim at the beginning of October - H.O was a complete night mare to deal with but the store was another matter possibly because they had to deal with me in a crowded shop face to face without any quibbling they gave me a better computer deal than HO had offered plus threw in Xtra's for inconvenence caused, I would hasten to add I did not stand in the store ranting and raving but did politely and clearly state my case (ensuring that everyone in earshot could hear - but this does not mean I was shouting) . Unfortunately (and I realise I had no recourse for this) but due to the screen completely shattering I could not see to back up all my recent down loads which included pictures of my father in laws 80th birthday party, obviously this lose upset me more than anything.

 

My real bug bear through this incident was PC worlds total disregard to the theft of my lap top and that is what it was. It was confrimed to me that my lap top had been stolen by the courier company. Now in my previous notes I have stated that I have just completed a year working in fraud for my employer ( a large well known bank) who spends a fortune trying to protect its customers - and here are PC world who could'nt give a fig about losing a customers laptop which contains information which in the wrong hands could be used for id fraud. I was never given a crime number and the police told me that without the courier company reporting this incident there was nothing I could do THAT IS WHAT HAS P****D ME OFF ABOUT THIS WHOLE THING THE THEIF HAS GOT AWAY SCOTT FREE AND HOW MANY MORE TIMES IS THIS GOING TO HAPPEN TO OTHER PEOPLE AND NOTHING GETS DONE.

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Or you could just not waste your time. Ring whateverhappens, tell them you booked your laptop in, and 21 days has passed since collection, so you'd like replacement vouchers.

 

DSGi's Terms and conditions are very clear, 21 days from the date the laptop is collected for repair, if they cannot repair, then they must replace. It doesn't matter if they actualy recieved the laptop, as soon as that thing out out of your hands, the clock is ticking on their side. You really have no room to complain about this because you signed a contract stating they could have upto 21 days to repair it or replace it.

 

 

Sorry to carry on an old thread here but what you said (quoted above) is surely a miss leading. Most customers who take out the extended waranty do not acutally have whatever coverplan as there are surely two coverplans, the standard cheap one an the more costly whatever happens. Now if you can afford the extra whatever happens is better as you are covered for "whatever happens" and it has more favourable terms like 21 days to repair your machine. The standard coverplan that most people have is alot less favourable and one example is that that dsg can take 6 weeks to repair your machine before you can request a replacement (something they never tell you in the store i am sure) and i know for me to be with out my machine for 6 weeks would be a major inconvience.

 

I am glad it was all sorted out for you in the end margaret and is a shame about the photos

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its not more costly its dependand on which store you take it out at...

 

coverplan/pc proformance = pcworld, dixons

whatever happens = currys

 

basicly if you get the coverplan from dixons or pcworld you get longer times to wait (6 weeks) and what they dont mention is if theres gaps of more than 2 weeks (i.e. you get it back it works for 2 weeks then dies) then the 6 weeks starts again, unfair i know but thats the way it works...

 

i agree its a shame about the photos and i would hate it if our wedding photos and baby photos were lost (they sort of are but i still have the hard drives even if the rest of the pc died dramaticly and will back them up soon)

Please note:

 

  • I am employed in the IT sector of a high street retail chain but am not posting in any official capacity,so therefore any comments,suggestions or opinions are expressly personal ones and should not be viewed as an endorsement or with agreement of any company.
  • i am not legal trained in any form.
  • I have many experiences in life and do often use these in my posts

if ive been helpful kick my scales, if ive been unhelpful kick the scales of the person more helpful :eek:

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