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advice over pcworld and laptop please


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:mad:hi , just need a bit of help over pcworld :evil:

a few weeks ago i sent my laptop back to be repaired as 3 of the keys had sprung off , i was unhappy with that anyway as it is under a year old but luckily we were covered for the repair (pay monthly to cover the laptop if it needs repairs)

anyways it came back a few days later and they had yes replaced the keys , also , they had removed the harddrive and put a new one in also they said that we needed to reinstall the laptop again using the recovery discs we were given when it brought it , we had no discs i am certain of that!!, so apart from having a laptop that wont work because we havent got the discs , i have lost everything that was on my laptop , all the photos of my children that cannot be replaced and other sentimental things:evil:

we have tried ringing pcworld , who say that we should of been informed that they were messing with the harddrive , they can not see why there was a problem with the harddrive as the laptop wasd working perfectly fine apart from these keys.also they will not provide us with these discs , yes we can buy them , but i am refusing to do so , they did this in the first place!! all i am getting of them at the moment is , youre not covered under the warranty for that , so its ok for them to bugger my laptop up and lose all my stuff!!

i am in the middle of writing a letter to them to complain and demand something done , but have i got a leg to stand on as it were or are they right they cant do anything and it will be pointless pursuing this???

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sorry if its a bit all over the place lol

what i also meant to say there was pcworld are saying that the hatdrive shouldnt of been removd and the laptop should of been brought back working yet they will not take the blame for this and say its my problem now

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Under normal circumstances, in your position I would send a LBA & then file an N1 in court if I didn't get satisfaction. However it looks as though PC World may soon be in the same state as Woolies i.e in administration & if this was the case, even if you won your case, you would just become another creditor at their doors (& not very high up the pecking order either) so you would be wasting your expense & effort taking legal action.

 

As they are still trading it wouldn't do any harm to send a letter to their complaints dept. but at the moment, I would suggest you may find it quicker & more effective to try reporting it to your Trading Standards dept.

Any knowledge I possess or advice I proffer is based solely on my experiences in the University of Life. Please make your own assessment of legality, risks & costs before taking any action.

 

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perhaps you start by asking them in your letter of complaint as to why they removed your hard drive when the problem was 3 faulty keys? i can asure you they DO NOT need to remove your HD for that.

id also state that if your hard drive is not returned to you as it contains private and confidential data you will be seeking compensation against them in a court because in the repair of your keys the removal of the HD is not necessary and totally un-jusitfied. cc a copy of your letter to your local trading standards (actually putting the words cc ) on the letter.

 

is this laptop fully paid for? is it on a credit agreement? was it bought ouright?

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check with the call center as well, as aside from a few rare models they should all be re-imaged when the laptop hdd was replaced...

 

may i ask what model laptop it is

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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check with the call center as well, as aside from a few rare models they should all be re-imaged when the laptop hdd was replaced...

 

 

The point is that the HDD should not have been replaced - it went in for repair of loose keys, not HDD probs!

Any knowledge I possess or advice I proffer is based solely on my experiences in the University of Life. Please make your own assessment of legality, risks & costs before taking any action.

 

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true but if the workshop detected a hard drive fault then they would have replaced it would you have been happy if the laptop had been sent back with a note saying weve fixed your keys but p.s. your hard drive doesnt work.

 

the reason im asking about model is i can tell you if it would/should have come with disks as very very few models do, if it didnt come with disks then that gives another point of arguing to the store i

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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hi , the old hard drive was sent back with the laptop , they said that they found a fault with it , yet it was working perfectly before the laptop went in?? . the call centre staff at pcworld said that they should of not of touched the hard drive OR got my permission first which they didnt do , cos tbh i would of told them to leave it alone.then they told me to take the new hard drive out and put the old one back in , we did and it is still coming up that there is no operating system on the laptop??.they said they rarely come with the discs and you have to buy them off them of course;) but i wont on principle!! . the model? all i know is that is a compaq presario i think v6000 . we brought the laptop less than a year ago and paid in full for it and pay out a cover it for repairs on a monthly basis , this is the second time its had to be repaired fair enough it was only £450 which probably isnt a lot compared to the prices of some out there but to me it is alot , especially if i cant even use the damn thing and i refuse to pay the £60 pound they are quoting for the discs cos they did this in the first place!

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Originally Posted by labrat viewpost.gif

check with the call center as well, as aside from a few rare models they should all be re-imaged when the laptop hdd was replaced...

 

can i ask what re-imaging means??

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re-imaged means returned to the factory standered.

 

e.g. with a compaq v6000, theres a hidden partion on the hard drive that acts as the recovery cds. it gives you the option to make the recovery disks off that.

 

theres also the windows partition which is the one you use and can see.

 

try and pursuade the call center to uplift for re-imaging, as an ex call center employee i can say they do it for store laptops all the time.....

 

should have been done at the workshop really i think theyve got a big stack of disks for that

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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I do not think that you can blame the workshop for doing there job in this case, yes the machine might have gone away with broken keys but they would not be doing their job properly if they did not test out all the other components in the machine while it was at the workshop, i have had 2 laptops by 2 different companies and both of them have had to go back to their respective comapny workshops at some point and on both workshops have run stress tests on the machiens to make sure that everything else is working correctly and if it was not then i would expect them to be fixed. (with or without telling me) In your case i imagine that they did this on your machine and found out that the hard drive had problems and was ready to fail in the near future and therefore was replaced, if you would have got the machine back and the hard drive would have failed a week later you still would have lost your data, you still would not have the recovery disks and you would be inconvenienced by the fact you would have to send the machine back to the workshop again.

 

As for the recovery disks that you are meant to have, well by law all manufacturers have to provide away of restoring the operating system and like just about all manufactures this would be in the form of a hidden partion on your hard drive that can be accessed and start up but also they provide a way of making your own recovery disks and i know from my own new hp (they own compaq) machine that the first thing it tells you to do in the documentation is to make the disc as if you do not and you do need them you may be charged. It also tells you when you boot up the machine for first time and it is also on a few other bits of paper that comes with the machine so they can not really make it much more clear that these discs are important.

 

Your data, well that is never covered by any warranty and i know this is harsh but you should have been backing the data up if it was really that important to you. At the end of the day a hard drive is a mechanical item and i imagine yours spins at around 5000rpm it is going to fail at some point, yes it should not fail in the first year but they do i have a couple that have failed in the first few months it does happen. Losing your data is only a mistake that you make once.

 

I could easily be wrong on this but by law i do not think that pcwold/techguys/compaq have done anything wrong. So my advice to you now is either ring compaq (i think you have to go straight to compaq rather than the techguys) and buy the recovery discs or get an operating system disc (i imagine it was vista) and install it and when asked for the product key it should be on a sticker on the bottom of the laptop.

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Why don't you back up important data? I back up everything on my machines on a daily basis. You can't moan about losing files if you don't take reasonable safeguards to protect it yourself.

The above post constitutes my personal opinion on the facts in the post compared with my personal knowledge of the applicable legislation. I make no guarantees of its legal accuracy. If you are in doubt seek advice of a legal professional specialising in the area concerned.

 

If my post has helped you please click my scales!

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:mad:hi , just need a bit of help over pcworld :evil:

a few weeks ago i sent my laptop back to be repaired as 3 of the keys had sprung off , i was unhappy with that anyway as it is under a year old but luckily we were covered for the repair (pay monthly to cover the laptop if it needs repairs)

anyways it came back a few days later and they had yes replaced the keys , also , they had removed the harddrive and put a new one in also they said that we needed to reinstall the laptop again using the recovery discs we were given when it brought it , we had no discs i am certain of that!!, so apart from having a laptop that wont work because we havent got the discs , i have lost everything that was on my laptop , all the photos of my children that cannot be replaced and other sentimental things:evil:

we have tried ringing pcworld , who say that we should of been informed that they were messing with the harddrive , they can not see why there was a problem with the harddrive as the laptop wasd working perfectly fine apart from these keys.also they will not provide us with these discs , yes we can buy them , but i am refusing to do so , they did this in the first place!! all i am getting of them at the moment is , youre not covered under the warranty for that , so its ok for them to bugger my laptop up and lose all my stuff!!

i am in the middle of writing a letter to them to complain and demand something done , but have i got a leg to stand on as it were or are they right they cant do anything and it will be pointless pursuing this???

 

In short, No.

 

To put it bluntly, whenever you sign a service docket for collection of your laptop you effectively tell thetechguys to perform a full service of your laptop, that is what you'd expect from a service center and they wouldn't be doing their job properly if they didn't. They probably found corrupted sectors on your hard disk or that the bairings were about to go. Both of which are common faults with all non solid state hard-drives. If your data isn't backed up, and you lose data due to them finding and replacing a faulty hard drive, that's not their fault, as most people would back their data up periodicaly out of instinct especialy before sending it for repairs.

 

Also, when you boot your laptop for the first time it should give you the option of creating a system recovery disk for your laptop and will continue to prompt you upon each boot until you tell it to stop, or make the disks. Admittedly I don't know why the techguys didn't put this on for you, probably because the manufactorer would charge them a small fortune for a repair center copy of the disks. But I always stress to customers and I cannot over-stress that they NEED to make these disks and it should be your first priority once your laptop is up and running. Most people just think we're trying to flog them disks, but we see this kind of thing all the time.

 

The only way of fixing the problem, is to get a copy of the disk from the manufactorer, but they will charge you for it. Or get a copy of windows and download all the drivers off the website of the manufactorer. Maximum cost for either fix should be no more than £50 if were talking about windows XP, or £70 for vista.

Edited by Renzokuken

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Or get a copy of windows and download all the drivers off the website of the manufactorer. Maximum cost for either fix should be no more than £50 if were talking about windows XP, or £70 for vista.

 

Why would the price of windows disk be £50 or £70, when you buy these disks you are not paying for the disk you paying for the licence and customer has already brought the licence when they brought the machine and therefore do does not have to buy a new one, they simply have to get a hold of windows disk and use there licence key on the machine. I know this can be a problem for some people but if you know where to look or know anyone with a disk then it is easy enough.

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Why would the price of windows disk be £50 or £70, when you buy these disks you are not paying for the disk you paying for the licence and customer has already brought the licence when they brought the machine and therefore do does not have to buy a new one, they simply have to get a hold of windows disk and use there licence key on the machine. I know this can be a problem for some people but if you know where to look or know anyone with a disk then it is easy enough.

 

Once again, someone gets all defensive over a minor detail. I'll entertain your argument as you clearly know what I mean but..

 

Yes, you could borrow a windows disk, but I had no reason to assume someone he knows has one or would lend out such an important disk, so I posted a rough price for a disk. Also, you have the problem that his code is for a manufactorers OEM version so even buying a disk isn't guaranteed to work depending on how microsoft have the code registered. If it's just a standard windows XP/Vista code, then fine, if it's (for example) a Dell OEM windows vista code, then the same code wouldn't work with a standard copy of Vista as it's designed for use purely with a specific dell laptop.

 

Safest way is to buy a set of disks off the manufactorer, but those could be expensive of course. Or a new copy of windows with a new licence code.

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hi, if you go the the hp/compaq wedsite you can order a set of recovery disks. for most models they cost £26 you need the serial number and windows key to order them.

 

hope this helps

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Once again, someone gets all defensive over a minor detail. I'll entertain your argument as you clearly know what I mean but..

 

Yes, you could borrow a windows disk, but I had no reason to assume someone he knows has one or would lend out such an important disk, so I posted a rough price for a disk. Also, you have the problem that his code is for a manufactorers OEM version so even buying a disk isn't guaranteed to work depending on how microsoft have the code registered. If it's just a standard windows XP/Vista code, then fine, if it's (for example) a Dell OEM windows vista code, then the same code wouldn't work with a standard copy of Vista as it's designed for use purely with a specific dell laptop.

 

Safest way is to buy a set of disks off the manufactorer, but those could be expensive of course. Or a new copy of windows with a new licence code.

 

Strange becuase my OEM product key that is on the bottom of my laptop works perfectly fine with my standard windows vista disk, yeah i do not get the bundled software or the drives that comes on the manufacturers recovery disks but that is hardly what you all a problem, and i am sure when i reinstalled vista on a dell machine using the product key on the bottom the machine using a standard vista disk it worked fine, but maybe that is just me.

 

The reason why people sometimes disagree with your advise is becuase you simply toe the company line and while in some instants that is fine in others it completly ignores the customers rights.

 

In this case i believe the customer has very little rights and therefore can either buy a new copy of vista (wouldn't do that myself), get hold of vista disk (would do this myself but then again i will probably find this easier than the average customer) or go straight to the manufacturer and pay the 20 odd quid that it is for recovery disks and than pray that the machine does not need tattooing but i believe a compaq/hp tattoo only needs doing on motherboard replacements

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Strange becuase my OEM product key that is on the bottom of my laptop works perfectly fine with my standard windows vista disk, yeah i do not get the bundled software or the drives that comes on the manufacturers recovery disks but that is hardly what you all a problem, and i am sure when i reinstalled vista on a dell machine using the product key on the bottom the machine using a standard vista disk it worked fine, but maybe that is just me.

 

The reason why people sometimes disagree with your advise is becuase you simply toe the company line and while in some instants that is fine in others it completly ignores the customers rights.

 

To quote myself:

"so even buying a disk isn't guaranteed to work depending on how microsoft have the code registered."

 

Microsoft register codes in a million and one different ways, and my experience as a person with 10 years of experiance building and fixing windows based platforms is that they work sometimes, but sometimes they don't.

 

And what you've basicly just said is that your biased against my advice because I "simply toe the company line". So if I'm just toeing the line.. wtf am I doing on here then, breaking company policy and risking my job in an attempt to help people?

 

Get the hell off my case and go find some one else to pick a fight with.

Edited by Renzokuken

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To quote myself:

"so even buying a disk isn't guaranteed to work depending on how microsoft have the code registered."

 

Microsoft register codes in million and one different ways, and my experience as a person with 10 years of experiance building and fixing windows based platforms is that they work sometimes, but sometimes they don't.

 

And what you've basicly just said is that your biased against my advice because I "simply toe the company line". So if I'm just toeing the line.. wtf am I doing on here then, breaking company policy and risking my job in an attempt to help people?

 

Get the hell off my case and go find some one else to pick a fight with.

 

I am not bias againist your advise at all as long as what you tell the consumer or the poster what the whole deal is, you can not deny telling the op to buy a new copy of windows is good advise, i know that you also said you can go to the manufacturer and get recovery disks but thats where you should have stopped, even suggesting buying a new os is just stupid, it would work but it is stupid.

 

and if you got sacked for toeing the company line that DSGi are worse than i thought as i would think after making a loss for the first time in 24 years they would want people who toe the company line and try and get customers to follow there policy when they are entilted to more (and i am not specificially talking about this case).

 

Your job is not at all risk by posting on here as it is annoyomous, firstly DSGi would have to get the forum to break data protection act laws to get your ip address and the DSGi would have to get your isp to break data protection laws to get your address and if that is not all they would not have grounds to sack you as being a member of a forum and offering advise is hardly gross misconduct or bringing the company name into disrepute.

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