PC World murdered my laptop! Any advice?

  rach22 20:17 24 May 2006

Hi everyone

I bought a laptop from PC World (I wish I knew why!) about 2 1/2 years ago, and took out a 3 yr protection policy. Recently, the fan seemed to have a blockage and I thought I may as well get it fixed as I'd paid for cover, so I called them and after the ridiculous questions, they agreed to send Parceline for it. They took it on a Thursday and it came back the following Tuesday with a repair note that said the fan did have a blockage which they cleaned out and it was running fine.

The first thing I noticed was that there were marks on the top that weren't there before, and then that the catch had sheared off. When I opened it I found that the screen had been cracked several times from one corner to another, the casing didn't seem to have been put back properly and had put pressure on the screen. Also, the whole laptop seemed warped.

I have no idea how this happened, whether it was in transit (although I doubt it) or before it left their repair centre, but I called them and they said they would collect it again and repair it (highly unlikely, considering the damage). That was a week ago, they said they would call me when they had looked at it but they haven't, and I haven't been able to get through the ridiculous queues to speak to anyone.

According to the terms of my policy, if they are unable to repair it they will either give me a refurbished product or vouchers for a laptop of the same spec (it cost me £800 when I bought it, but you can get a very cheap one with the same spec for £400 these days). I am really annoyed about this as it's not my fault it's damaged - is there any way I can ask for more? I'm a freelance writer and I have had to spend the last 2 weeks turning work down because I need my laptop and specialist software to do it.

Thanks - sorry for the long ramble.

  Totally-braindead 20:31 24 May 2006

I realise you are frustrated and you need your computer but its only been a week, I know this is a long time to you but its not that long really, especially if they have to repair all the faults you listed. I also appreciate that they did this and its not your fault.

  rach22 20:36 24 May 2006

Thanks for your reply. You're right, it's not a long time at all, I guess I was really looking for any advice on how to deal with them when (if) they do call! Not sure if anyone has had to deal with any similar situations - I hope not, as it is ridiculously frustrating. In my defence, it's actually been two weeks since they first took it (and trashed it!) and having to turn down work is quite galling.

  Totally-braindead 20:52 24 May 2006

Not trying to be cheeky here or anything but if your laptop is so essential to your work I would have thought that having some sort of backup machine would have been a good idea. Mind you thinking about it perhaps that wouldn't have been economical considering the original price of the laptop.

That aside if you can't get through to them on the phone then perhaps a visit might be in order, I'm saying that presumming the laptop went to your local store and not to a specialist repair facility. If you do take this course then politely but firmly explain what happened and further explain that you must have it for work. Perhaps they might be able to sort it out for you there and then, fingers crossed.

Its the only suggestion I have but I'm sure some of the other Forum members will be able to offer better suggestions than mine.

  namtas 20:58 24 May 2006

Not sure if you can deal with them apart from pleading, but now perhaps they require parts.
Soonds like you had a bad deal, not sure if it will get any better. If I were in your position relying on a computor for my work I think I would have had a backup anyway, rather than loose out and turn away work I would have ordered a new one. They were selling DELL laptops for £299.

  namtas 20:59 24 May 2006


  Totally-braindead 21:13 24 May 2006

namtas I must admit I never thought of that, the laptop being 2 and a half years old they might have problems getting the parts.
Mind you if that turns out to be the case then surely they would allow rach22 to get a replacement right away.

rach22 I would be asking them for the vouchers for a new laptop the same spec if theres a delay fixing it. Look at it this way, if this happens then you get a brand new computer similar to what you already have for no extra cost.

Try the store option if no one else comes up with a better idea.

  rach22 21:29 24 May 2006

They have taken it away to...wherever it is that PC World take things to to fix them. If it was still at my local store I would definitely go down there and ask, very politely of course (!), for them to sort it out!

The reason I don't have another machine is that I have only recently become freelance full time - prior to that I worked full time, but I was made redundant a few months ago and had to sell my desktop so that I had some money! My trusted laptop was meant to get me through until I could earn some more, but sadly it hasn't worked out that way!

I'll try and call them again tomorrow and see what happens.

PS Lol namtas, I'm desperate but not that desperate!

  spuds 23:34 24 May 2006

As a suggestion: If the store that you purchased the laptop from is easily available, then perhaps a visit there, and a polite conversation with the manager may help in resolving this issue.If the same store is not local, then try any PC World store. I tend to find that PCW have different category of managers. Some managers will assist, other may be a little more difficult.Possibly worth a try, you could end up with a good result!.

I hope that you took photographic evidence of the damage, before sending it back to the repairers?.

  Forum Editor 00:24 25 May 2006

you need to be a freelance writer. I'm a writer, and I use Microsoft Word - as do most other journalists of my acquaintance.

I agrre with the others - a week isn't an unreasonable time in these circumstances.

  rach22 18:07 25 May 2006

The software I need is to manipulate the images that accompany the features / reviews I write, not for the actual writing itself. However, I do appreciate your attempt at making me look like a fool, Forum Editor, when all I was looking for was a little advice.

A week wherein you have not been able to get any answers out of a company, or where you get several sets of conflicting information from a ridiculous array of phone numbers, especially when the problem was caused entirely by the company itself is unreasonable to me. Trying to get an update on the status of my property that they seriously damaged shouldn't be that difficult really.

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