Currys knowhow laptop

[petethemanc]

I bought a Toshiba laptop just over four years ago.

 

 

Over the years the hinges have gone on it, and a small boot up problem.

 

 

I rang Knowhow and went through their checks, and they arranged to collect.

 

 

I could check it online and it was saying the return time would be the 20th.

 

 

Today I check and it says I need to call them.

 

 

when I finally got through, they tell me the damage is not consistent with the explanation given.

 

 

I said I've had it give years, I travel a lot with my work and it's constantly opened and closed.

Now I'm insured for it being dropped also, if it were them I'd just say, if it were dropped then there would be some cracks etc, and there just isn't.

 

 

The damage is where the hinges are.

 

 

I am absolutely fuming,

I've been a loyal paying customer for 5 years with this item alone

I have others on cover plans)

and have probably paid for the laptop give times over.

 

 

They have said I can appeal and they are sending it back.

 

 

Does anyone know what my rights are please and what I can do next??

 

Any help greatly appreciated.

[rebel11]

Hi petethemanc

 

 

Write a Formal Letter of Complaint, mark it as such. Explain what's happened (damage where hinges are), how they have let you down (they have mis-diagnosed) and what you want them to do repair/replace).

 

Send it to:-

 

Mr Sebastian James

Chief Executive

Dixons Carphone

[email protected] .uk

 

How did you pay? i.e Credit Card, Debit Card

[petethemanc]

I think i paid by visa debit card, but if im honest i cant be completely sure. Ill check my online banking if it will let me go that far back. Do i wait for the letter and laptop from Knowhow first before sending a letter off to the CEO or send one off now knowing the letter will be en route as of today.

 

 

Peter

[rebel11]

If it's a Debit Card, it doesn't help. Write the Formal Letter of Complaint now, like this very minute, if your on social media, leave some feedback for them, Twitter, Facebook etc.

 

Let us know how you get on.

 

I think i paid by visa debit card, but if im honest i cant be completely sure. Ill check my online banking if it will let me go that far back. Do i wait for the letter and laptop from Knowhow first before sending a letter off to the CEO or send one off now knowing the letter will be en route as of today.

 

 

Peter

[dx100uk]

when oh when are people going to learn the extended cover policies are WORTHLESS

 

 

they always wriggle out of it.

[labrat]

dont forget to SAR for the report on inconsistancy

[rebel11]

Also worth checking if there is an inherent fault, the materials are sometimes so poor, check online, see if otherhave encountered such faults.

[petethemanc]

dont forget to SAR for the report on inconsistancy

 

SAR for the report on inconsistency?? sorry but i am a noob to this. I wont give in though, i pay for a service and they have taken my money. Regards to DX100UK, i previously had a whatever happens cover for a Fujitsu laptop that went faulty after 2 years, and they replaced it without a fuss. Same with a washer, so i had no reason to believe that this would be different.

[dx100uk]

but you don't NEED any extra cover

 

 

SOGA covers you FREE for upto 6yrs!!

 

 

dx

[Oliver Queen]

of course you don't NEED it, thats why its optional. though having had to sell it for a few years when i was at a currys digital, you'd think it wasnt an optional purchase due to the pressure from management.

 

most of the time, the appeal process is them just asking for more information and a clearer picture of whats happened.

sometimes the information given by the customer, call centre or store is simply...vague.

 

just write to the address and explain, like you do when you have to fill in an insurance claim form.

 

i've seen someone who had a ipad literally bent at 90 degrees and screen shattered, get rejected, then appeal explaining how it happened in full detail and then the same person get a replacement voucher and come back, buy a new ipad and take the cover again.

 

i understand the utter hatred towards dsg, having worked there, but sometimes this forum is just vicious.

 

i hate to say it but the sale of goods act also protects retailers as well as customers.

just as the customer has the right to have satisfactory goods, the retailer has the right to inspect the goods that are being classed as faulty and protect themselves from potential fraud too.

 

unfortunately the general public has a total misunderstanding of whats meant by "under guarantee" and assume this means that they will get a replcaement for something, right there, on the spot.

if this was the case, a lot of retailers would be going under due to huge chargebacks from manufacturers for sending back repairable and non faulty or even abused/neglected goods.

 

having been both sides of the counter, i do appreciate both sides.

i hope the OP gets their result.

and i wish DSG didnt have such huge amounts of red tape when it comes to stuff like this, but the sheer volume of repairs they do, they often find it easier to just send something to investigations if it looks even a tiny bit suspect, then investigations look at the info supplied by the store/customer when it was booked in and send out the rejection and appeal letter rather than calling the customer for info

[rebel11]

There isn't any hatred at all, it's all about good customer service, the service provided by Curry's is poor, it's designed to be poor, you've even highlighted the issues in your post, consumers need to act to get the customer service they deserve and their issue resolved.

 

of course you don't NEED it, thats why its optional. though having had to sell it for a few years when i was at a currys digital, you'd think it wasnt an optional purchase due to the pressure from management.

 

most of the time, the appeal process is them just asking for more information and a clearer picture of whats happened.

sometimes the information given by the customer, call centre or store is simply...vague.

 

just write to the address and explain, like you do when you have to fill in an insurance claim form.

 

i've seen someone who had a ipad literally bent at 90 degrees and screen shattered, get rejected, then appeal explaining how it happened in full detail and then the same person get a replacement voucher and come back, buy a new ipad and take the cover again.

 

i understand the utter hatred towards dsg, having worked there, but sometimes this forum is just vicious.

 

i hate to say it but the sale of goods act also protects retailers as well as customers.

just as the customer has the right to have satisfactory goods, the retailer has the right to inspect the goods that are being classed as faulty and protect themselves from potential fraud too.

 

unfortunately the general public has a total misunderstanding of whats meant by "under guarantee" and assume this means that they will get a replcaement for something, right there, on the spot.

if this was the case, a lot of retailers would be going under due to huge chargebacks from manufacturers for sending back repairable and non faulty or even abused/neglected goods.

 

having been both sides of the counter, i do appreciate both sides.

i hope the OP gets their result.

and i wish DSG didnt have such huge amounts of red tape when it comes to stuff like this, but the sheer volume of repairs they do, they often find it easier to just send something to investigations if it looks even a tiny bit suspect, then investigations look at the info supplied by the store/customer when it was booked in and send out the rejection and appeal letter rather than calling the customer for info

[Oliver Queen]

retailers are the enemy and they take our money.

 

thats what it always comes across like.

 

So, in this case where the investigations team at dsg thought something was suspect, they have returned the item unrepaired and are awaiting the customers explanation of how the damage occurred, what would have been a better procedure?

 

not that i work for dsg anymore but i'm interested in a clearer picture of what consumers expect

 

they must've had a reason for not just buying the parts and repairing the laptop and returning it to the customer.

so in a case like this, what SHOULD, in your opinions happen next, when doubt is cast on the explanation of damage by the customer (or store or call centre not taking enough info, I dont want to come off as if i may be blaming the customer. I repair computers for a living and 5 years out of a laptop that used a lot is pretty good)

[rebel11]

r

 

retailers are the enemy and they take our money. thats what it always comes across like.

 

Retailers concentrate on sales, there is very little in way of customer service. By the time the OP arrives on this site they've already been through the non existent customer service. The focus of this site is to resolve the issue for the OP.

Once the product has been sold there is no incentive for the retailer to be interested in post-sale issues.

If customer service was 100% then OP's wouldn't need help resolving their issues. There is less choice of retailers out there and the service is getting worse.

 

So, in this case where the investigations team at dsg thought something was suspect, they have returned the item unrepaired and are awaiting the customers explanation of how the damage occurred, what would have been a better procedure?

 

It could have been inspected at the store, a visual inspection, there is no technical aspect or expertise required. They could garnish further info from the OP, providing there is a reasonable explanation the store can decide how to action in this case.

not that i work for dsg anymore but i'm interested in a clearer picture of what consumers expect

 

they must've had a reason for not just buying the parts and repairing the laptop and returning it to the customer.

so in a case like this, what SHOULD, in your opinions happen next, when doubt is cast on the explanation of damage by the customer (or store or call centre not taking enough info, I dont want to come off as if i may be blaming the customer. I repair computers for a living and 5 years out of a laptop that used a lot is pretty good)

 

Curry's aren't sure they are asking for further info from the customer for the damage, the customer is and has been a loyal,

customer, I'd want him to be a repeat customer, a customer for a long, long time. So Curry's should fix it, give him the benefit of doubt, goodwill gesture. Plus Curry's have sold him this cover, that cover etc.

[petethemanc]

I really didn't know that SOGA covered you up to six years later. Also, a friend who owns a small PC shop has said that the parts are probably no longer available due to the age, or would not prove cost effective to repair. So more than likely a new laptop would be required. Hence them rejecting the first instance.

[Oliver Queen]

the sale of goods act is very misunderstood and people have a knack for taking it out of context and only using the bits that suit them.

 

if you wanted to claim to currys that your laptop has failed after 5 years of use, it'd be up to you to prove that it was badly manufactured via an independent report submitted to currys, then allowing them to inspect it and see if they agree.

 

its entirely possible that the parts arent available anymore, in which case your laptop would be beyond economical repair and you'd get a voucher to choose a new one.

that may still happen, what they want you to do is write to them and clarify the damage and what you believe the cuase of it to be.

 

they seem to just want to rule out general wear and tear, abuse, neglect etc and get a clearer idea of why the hinges have failed.

 

i dont doubt that your problems are genuine (having worked on a lot of laptops over the years) but in this case they want more information.

write to the address and tell them exactly what you do, use the laptop for and how often it gets used.

if it still gets rejected, then yeah its time to be very angry and have the unit independently verified and make a complaint.

but in the meantime, just do what they have asked you to do. co operate and reference the other careplans you have with them too.

 

it will most likely get overturned and either repaired or written off.

this way, if you have to do down a route of taking legal action against dsg, you cant say that you didnt do what they asked and appeal their first decision.

[joka007]

Does any one here read what the OP said? im suprised ppl asking or saying soga or how he/she paid etc, its accidental damage dispute. not fault /manufacturers etc

[rebel11]

This is what the OP has said, he's saying it has happened through daily usage, but even if it was accidental he is covered, so it seems plenty have read except you:-

 

'I said I've had it give years, I travel a lot with my work and it's constantly opened and closed.

Now I'm insured for it being dropped also, if it were them I'd just say, if it were dropped then there would be some cracks etc, and there just isn't.'

 

Does any one here read what the OP said? im suprised ppl asking or saying soga or how he/she paid etc, its accidental damage dispute. not fault /manufacturers etc

[petethemanc]

Ok, so i emailed the CEO from the email given. I have also sent a recorded delivery complaint in the same format. Yesterday I received an email back saying "as part of our customer action team, your correspondence has been passed to me to investigate and respond. I have been unable to locate your details on our system with the information provided in your email. If you would be kind as to forward on your address and receipt information do we can assist you. Yours sincerely Michael Hibbard. Now whether or not I received a speedy reply was because I sent it from my work email as a director at BT or not I don't know. I have provided them with my address, receipt would mean me looking through online banking over four years ago. But I will get that if needed.

 

Peter

[rebel11]

Well Game Customer Services found your details on their system, he should have access to the same information, just provide what's necessary, as he maybe able to resolve this.

 

Ok, so i emailed the CEO from the email given. I have also sent a recorded delivery complaint in the same format. Yesterday I received an email back saying "as part of our customer action team, your correspondence has been passed to me to investigate and respond. I have been unable to locate your details on our system with the information provided in your email. If you would be kind as to forward on your address and receipt information do we can assist you. Yours sincerely Michael Hibbard. Now whether or not I received a speedy reply was because I sent it from my work email as a director at BT or not I don't know. I have provided them with my address, receipt would mean me looking through online banking over four years ago. But I will get that if needed.

 

Peter

[joka007]

This is what the OP has said, he's saying it has happened through daily usage, but even if it was accidental he is covered, so it seems plenty have read except you:-

 

'I said I've had it give years, I travel a lot with my work and it's constantly opened and closed.

Now I'm insured for it being dropped also, if it were them I'd just say, if it were dropped then there would be some cracks etc, and there just isn't.'

 

yes and note the word

Over the years the hinges have gone on it, and a small boot up problem.

The damage is where the hinges are.

 

since when did SOGA cover damage? pls explain

[joka007]

OP are you on monthly cover or 5 year cover. have you ever claimed before? if so, what were they.

[rebel11]

This isn't to do with 'damage', the OP might of used the word inadvertently, the OP has stated as much.

 

Nothing needs to be explained whatsoever. He says he hasn't damaged it, so SOGA applies.

 

yes and note the word

 

 

since when did SOGA cover damage? pls explain

[dx100uk]

FWIW I got the hinges changed FOC under SOGA via the Sony Centre on a Sony laptop 5yrs 2mts old.

 

 

I went in the store

they refused aftwr 10days stating 'fair wear'n'tear'

 

 

I researched on the net, found several cases of the same era sony hinges failing

 

 

went back in with the web addresses on a penstick.

 

 

same manager looked at them all

 

 

asked me to popback later that day

 

 

did so

 

 

he had identified they were all the same hinge just in differing models

 

 

had called sony

 

 

they agreed there was an issue and put two in the post

 

 

shortly after they were fitted

 

 

dx

[JoeyJoeC]

I really didn't know that SOGA covered you up to six years later. Also, a friend who owns a small PC shop has said that the parts are probably no longer available due to the age, or would not prove cost effective to repair. So more than likely a new laptop would be required. Hence them rejecting the first instance.

 

Doubt it. Ebay will defiantly have the parts.

[Deadyankee]

Has the screen been bent backwards, seems like odd damage to quibble over