Laptop repair refused by 'whatever happens'

[Naz24]

I've had my laptop for just over 2 years. Bought it from Curry's. Bought the whatever happens policy that was 'sold' to me with the laptop. Paid £7.99 every month since I bought the laptop, no gaps no arrears.

 

My son accidentally dropped the laptop out of his hand as he was about to go down the stairs. This happened about 2 weeks before the laptop would be 2 years old. The laptop hit the stairs a few times and then hit a wall at the bend of the staircase then finally fell to the floor. Phoned currys whatever happens. Booked in for collection. Collected next day by DPD couriers.

 

Laptop came back 10 days later with a letter from the tech guys. Stated 'damage caused by abuse, misuse or neglect was not covered' . Was asked to appeal to Gary Perryment.

 

Wrote letter to Gary Perryment, explaining the exact circumstances around the accident, as this was never asked of me, before they decided that this was not accidental damage.

Technically, the only person on their side that knew it had fallen down the stairs was the advisor on the phone who booked it in. Even the service report didn't say that. All it said in the description was 'acc dam screen case'. So how could the technician decide it wasn't accidental damage, just by looking at it, and not knowing what kind of accident it was?

 

So got a reply today,from the 'gary perryment' department, 24 days after I posted my letter to them. states the same thing... that I should look at my agreement and that it clearly states damage caused by abuse, misuse or neglect is not covered.

Apparently, their senior technician has looked at the matter, and decided the damage caused is inconsistent with my explanation of events.Their senior tech hasn't even seen the laptop. How could this case be dismissed so easily without a full investigation. It may not be much to them, but its £500 to me.

 

I've read up on loads of these problems that people are having, some have written about happy endings and some with no endings! I want a happy ending to write about, help me please on how I should go about it. Should I write back to the perryment deprtment?

 

By the way, they continue to take £7.99 from my account while all this is going on. I haven't cancelled it, hoping that this might help me when I argue my point. I even explained that I took this insurance because my children would be handling the laptop, and knowing that it covered accidental damage I have continued to pay my premiums for the last 2 years... they don't want to hear none of it.

 

Please advise.......:-?

Edited April 18, 2010 by Naz24

[Naz24]

I phoned consumer direct today... unfortunately didn't get too far with that. The advisor advised that I ought to get my own independant inspection done on the laptop, and if I was backed that the laptop damage was an accident, I could then take it on with dsgi.

 

I can't afford to get an independant inspection done on it!! I'm already so worried that I'm losing the use of my £500 laptop and possibly having to replace it if they don't fix this one. I'm also really stressed out about this whole matter and really disappointed that I've been let down by an 'insurance policy'... never thought it would happen to me... and here I am now.

[dx100uk]

try contactin this member:

http://www.consumeractiongroup.co.uk/forum/currys-dixons/253663-currys-mobile-broadband-laptop.html#post2851598

 

http://www.consumeractiongroup.co.uk/forum/member.php?u=246892

 

dx

[andydd]

What does the warranty contract say ? That is the most important part.

 

Personally I never bother withy extended warranties, after all, youve now paid £500 + (24 x £7.99) = £691.76 which seems a waste of money.

 

Andy

[Naz24]

Hi andydd,

Well the warranty states that accidental damage and mishaps are covered for the duration of the policy.

But basically they're telling me what happened is not accidental, so they won't do anything about it.

The way they sold the insurance, it seemed worthwhile having it, because I'd have that peace of mind especially knowing my children would be handling it. They said I'd be completely covered in case of accidents. And now they're twisting it around telling me there was no accident... so much for peace of mind, I'm going mad with worry.

[dx100uk]

contact chris as above

 

dx

[perplexity]

If they're saying it is not an accident that seems to me to be tantamount to an accusation to the effect that the buyer's claim is fraudulent, so did they report that to the Police?

 

[Naz24]

Thank you dx for your support. I'm going to send Chris a message now.

 

Perplexity, you are so right, course they won't report it to the police! I think they're just trying to save as much of their profit as they possibly can by refusing these claims and indirectly blaming people for abusing and misusing!

I bet if I put that to them in a letter, they would really be rattled. I think I might do that eventually, right now I'm thinking I'm going to write a kind worded letter and try to get this resolved.

[MARTIN3030]

Will move this thread.

[chris-t-2k7]

Sent you a message Naz24, gonna need a little bit more info but hopefully can help

 

Chris

Tech Guys

[dx100uk]

thanks for popping up chris

 

dx

[Naz24]

Thank you guys for your support, I feel I've gained strength to deal with this.

Chris, I've sent you a reply with more info.

[dx100uk]

 

dx

[Naz24]

Just completed and sealed a letter to Gary Perryment. Posting tomorrow by recorded delivery.

Asked for full explanation of what steps they have taken to investigate my claim and how it is they came to their conclusion that damage was not consistent with fall down stairs and hitting wall. Asked them to repair laptop or I will have no choice but to take help through small claims court.

[labrat]

ive replied to the pm hope its useful

[peepboon]

@Naz24

 

I am on the same boat as you. Did you get the phone call from an independent investigator? Basically, the investigator acts on behalf of Garry Perryment and makes the decision it seems, as he said to me that he (the investigator) will refuse my claim and will pass on the message to Gary Perryment.

 

I've recieved a letter from Mr Perryment saying that the claim has been rejected. The following items are not included:

 

"The cost of repairing or replacing a product which fails because anyone neglects, abuses or misuses the product"

 

I have written back saying that it was accidental, I need this laptop for the exam period and it is just plain silly that I would break it during this period.

 

I have given him 14 days to respond before I file the N1 to the Cardiff County Court.

 

Please keep me updated on yours as it is VERY similar to mine except mine is laptop and DSLR.

 

EDIT: May I add also that the final letter has NOTHING stating what to do if you want to chase it further. No contact details, nothing. I don't even know who to file the N1 form against.

Edited April 23, 2010 by peepboon

[Naz24]

Got a call from an 'investigator' this morning. Asked me if I'd worked for DSGI, asked if my floor was carpeted, asked further irrelevant questions. Then asked me about previous claims, which I have 3. I explained my children handle the laptop all the time so accidents are inevitable.

At the end of the call, he said my claim will be rejected on the basis of 'neglect' and that its based on the overall claims I've made. He didn't mention anything about the laptop damage being inconsistent, but for 7 minutes of the 10 minute call, he went over with me the dates and details of previous claims. So it seems now that what they originally said, they're not going by that now, but they're going on total number of claims.

There isn't a limit to how many accidents we can have nor is there a limit on their policy of how many claims we can have.

Going to write to them again telling them I won't let this drop. I've written to watchdog aswell, and I've written to my local newsapaper.

This is the Watchdog address, if many of us write in, maybe we'll get somewhere and sort this problem out once and for all.

Watchdog

MCG A6

Media Centre

Wood Lane

London

W12 7TG

[perplexity]

One can but wonder how many claims they refuse, with all the customers considered. I am guessing that the result of that would tell a story of it's own.

 

Obviously enough, a "whatever happens policy" is a recipe for trouble to start with, as a matter of common sense, dubious. Trading Standards ought to be looking into it. They're the watchdogs according to the law.

 

A misleading commercial practice is a criminal offence.

 

[peepboon]

Any updates with your case?

[jonesyuk]

hi ive also been fobbed off, as i had an incident with my tv while decorating and got paint down the back of it.

so phone tech guys up and they said it would be covered and they would collect it.

nearly two weeks later they dropped the tv off UNRAPPED and it hadnt been touched and no letter or explanation, so refused to accept and sent back. phoned customer services and they said they had nothing on file and would contact me when they do.

few days gone by and still no reply ,so i phoned them and they said the workshop didnt think it was accidental and that my policy runs out at the end of the month! which it dosnt as i pay it on a monthly direct debit which i have done for nearly 6 years.

the customer service guy said i would have to write a letter to gary perryment to contest it.

 

this is shocking as i only wanted the tv to be cleaned and they couldnt even be bothered to send a letter or phone call to explain what is going on, so not sure what to do now.

 

shaun

[Naz24]

Update:

Having had many letters go backwards and forwards to Gary Perryment, didn't get me anywhere at all. Was going to file a small claim in the county court. Costs £35 to file a claim for £500, which was the cost of the laptop. Then, eventually if the court did end up taking my side, currys could still choose whether or not they pay up. If they didn't, I would have to pay the court a further £100 to enforce the order and force Currys to pay. Seemed like a lot of hassle and stress, and would be spending more money, so ended up buying another laptop, without insurance! I've got over the ordeal, but every time I see the broken laptop in my store room, the memories are relived!

[Tony sarkozi]

I am suffering from the same experiance, except I have written proof from the staff at currys stating that the lap top was not in the state which it arrived back to the store when I took it in for repair.

Written statements yet still no repair, disgusting way to be treated .

I've given Gary perryment ( the man who cannot be contacted except by mail ) until next Monday to sort my laptop or else me and my letters and my lap top will be going to our local press do that we can warn others against taken out the what ever happens rubbish insurance !

[labrat]

better going to small claims

[dx100uk]

I am suffering from the same experiance, except I have written proof from the staff at currys stating that the lap top was not in the state which it arrived back to the store when I took it in for repair.

Written statements yet still no repair, disgusting way to be treated .

I've given Gary perryment ( the man who cannot be contacted except by mail ) until next Monday to sort my laptop or else me and my letters and my lap top will be going to our local press do that we can warn others against taken out the what ever happens rubbish insurance !

i would start you own thread

 

this is almost 2yrs old

 

see my sig below

 

dx

[bunniesimz78]

hi all the very same has happened to me the last few weeks, i dropped my laptop down the stairs and the guys took it off and then a woman rang and said that i need to write a letter to the claims investigation dept in regards to what happened, two weeks later i had a reply saying that i abused or misused it, the letter itself contradicts itself and makes no sense, £450 down the drain..... please help! i think they shoulld rename it WHATEVER HAPPENS EXCEPT......LOL