Whatever happens policy

[mickyfromlutonuk]

Can anyone clear up a small but very annoying problem for me please.

 

I had my printer replaced under the whatever happens policy and could not find my software disk when returning the broken printer

so the software from the new printer was removed from the box to be returned with the broken printer.

(i have no idea why they want software for a broken printer that is clearly no use to anybody else)

 

I took the printer home, dowloaded software as instructed by currys, used it to print some airline tickets then put the printer back in the box as it is very seldom used.

 

Three weeks later went to use the printer and it would not work on it's wireless setting

i uninstalled and re installed the software twice as instructed by the store (via the Kodak website) and as it wouldnt work so i then returned it to the store.

 

I was told if the printer was at fault it would be replaced but if it was a software issue i would be charged up to £10 for the engineer to check it out.

Software problem it was and i was charged the full £10.

 

The problem is that i was not supplied software for this particuler printer so i dont have a base to start at.

 

Its all very well downloading software from websites but it has cost me £10 to get no further forward.

I have emailed customer services and had a bog standard sorry we cant help you reply.

 

I dont think this is very good customer service it does not make you want to go back and shop there again

[Guest Paul - CurrysPCWorld]

Hi Mick,

 

Thanks for taking the time to post.

 

I have seen this issue before? Have you already emailed [email protected] or been on our facebook page?

 

If you have not been in contact before and its me dreaming please email me at the above and I will look into this further for you.

 

Kind Regards,

 

Paul

The KNOWHOW team.

[locutus]

I get a similar issue with my network printer.

 

I can't state for certain that my issue is the same as yours, but the problem for me is that when the printer turns off and on again, sometimes it registers on a different IP address. I solve it by going to internet explorer, clicking file, print and a box comes up with the installed printer, right click the printer and select properties, then click on "ports" and add a port. Then on my printer I go to the settings, network settings, then select "confirm settings" and I scroll down to the IP and put that as the new port settings. Once this is done the printer works.

 

If this is the problem, take a note of all the printer settings, and change it from "automatic" to "manual" and put the IP as a higher number in the last 3 digits. (Mine when set to automatic was 192.168.1.2 to 192.168.1.5, depending on what other devices were connected, I moved it to 192.168.1.200, so I can always find it now )

[mickyfromlutonuk]

Hiya Paul,

 

Thankyou for your quick response

 

You may have seen this issue before as i did post it on your facebook page with no response.

 

I also did email customer services and received a response fairly quickly (2 days) but sadly not a satisfactory one.

 

Dear Mr xxxxxxxxxxxx

 

Thank you for your email dated 22nd June 2012.

 

I am sorry to learn about the problem you have experienced with your printer.

 

The store would only provide a free of charge resolution if a hardware fault was found with the printer. As the fault was deemed to be caused by a software issue you would be charged for this as all warranties only cover hardware faults.

 

The store had supplied the printer software, as you have confirmed, but had to send that back to Kodak, along with the printer as you had not returned the original software disk.

 

Your complaint has been logged under our case reference CCxxxxxxxx

 

Thank you for taking the time to contact us and please accept my apologies that I am unable to assist you further in this matter.

 

Kind regards,

 

 

 

 

Dear Customer services

 

 

As i feel the need to write to you again you will have guessed that i am not satisfied with your response regarding my printer.

 

Your whatever happens policy seems to contradict your actual policy. Surely loosing a software disk is classed as a mishap as is an accidental breakage to equipment.

 

 

 

 

"Instant Replacement Instant Replacement gives you 3 years’ protection and applies to most products between £20 and £150. If your product develops a fault or breaks down, even as the result of a mishap, simply return it to the store with your receipt for a replacement on the spot!"

 

 

 

Nothing is mentioned about software nor does it exclude printers even in the small print.

 

Are you sure nothing can be done to resolve this situation?

 

 

 

Regards

 

 

 

I don't see this as a very good attempt at resolving the issue do you? I have much better things to do with my time than getting involved in an email arguement over a £70 printer.

 

Regards

 

Mick

[Guest Paul - CurrysPCWorld]

Hi Mick,

 

Thanks for getting back in contact with me.

 

As it is deemed to be a software fault caused by the disk or the download that you were required to do so, we would be unable to offer any further assistance unless a hardware fault can be confirmed.

 

Under the terms and conditions of the purchase that you have with us any software faults can not be covered under manufactures warranty or extended warranty (unless you have software support) as a software issue can be man-made. This can be caused by a virus downloaded or software installed by mistake.

 

The best advice that I can offer would be to call the software support line on 0906 515 1180 (PLEASE NOTE THAT THIS IS CHARGED AT NATIONAL RATE AND WILL LAST NO LONGER THAT 20 MINS £1.50 PER MIN)

 

This team will be able to offer you software advice and support and potentially talk you through getting your printer issue resolved.

 

Kind Regards,

 

Paul

The KNOWHOW Team

[mickyfromlutonuk]

Hiya Paul,

 

Thank you for your reply.

 

I am still not happy with your response and would like to take this further. It is no longer about the money (although ringing your software support line at £1.50 per minute stinks). It's about your company have supplied a printer that is not working correctly, by removing the software i have no way of knowing if the machine is broken or software is faulty. So i am £10 out of pocket for having my printer checked then could be another £30 out of pocket by ringing your helpline................It makes this a very expensive printer indeed!!!!!!!!!!!!!

 

Can you please let me know where faulty printers are returned to? Would it be Kodak? would it be your insurance company? or would it be the biffa bin at the back of the shop?

 

If it so important for the printer to be returned with the origional software disk (by the way the software was for an older model) then surely it would not be an option to remove it from the replacement printer's box in the first place then there is no question either way of blame for not having correct or corrupt software.

 

Regards

 

Mick

[mickyfromlutonuk]

Thank you

Edited June 26, 2012 by mickyfromlutonuk

[mickyfromlutonuk]

Thank you very much for your advice, much more helpfull than the money making rubbish that comes from the ryanair/poundshop attitude of the electronics world that i am trying to deal with at the moment. Will give it a try next time it comes out of the box.

I get a similar issue with my network printer.

 

I can't state for certain that my issue is the same as yours, but the problem for me is that when the printer turns off and on again, sometimes it registers on a different IP address. I solve it by going to internet explorer, clicking file, print and a box comes up with the installed printer, right click the printer and select properties, then click on "ports" and add a port. Then on my printer I go to the settings, network settings, then select "confirm settings" and I scroll down to the IP and put that as the new port settings. Once this is done the printer works.

 

If this is the problem, take a note of all the printer settings, and change it from "automatic" to "manual" and put the IP as a higher number in the last 3 digits. (Mine when set to automatic was 192.168.1.2 to 192.168.1.5, depending on what other devices were connected, I moved it to 192.168.1.200, so I can always find it now )