A well known tech store and their warranties!
Discussion
At the end of my tether with them!
Bought a laptop two years ago from them. Got a good deal on an extended warranty, so took it.
Two months ago laptop starts playing up. Firstly cutting out, and then getting garbled graphics. I decided it was likely overheating and had damaged the graphics chip / motherboard.
Took it back, explained to them. The blasted it in store with compressed air and sent me back with it. "We can't send it off unless it's still doing it" they tell me.
Still broken.
Took it back. They sent it away. I got it back 14 days later with a note attached. "Removed, cleaned and refitted fan".
Still broken. Explained to them that although it was not overheating any more, that I was getting garbled graphics and it's likely to be a motherboard / gfx issue. "Yes, sir, no, sir, three bags full sir" they said.
They sent it away. I got it back 14 days later with a note attached. "Reinstalled Windows Vista".
Still broken. Took it back. Explained again. "Yes sir, no sir, three bags full, sir" they said. 20 days later I'd heard nothing, so went into the store.
He looked on the computer system and said "Hmm, well they've cleaned the fan and it was sent back on the 20th July. But we don't know where it is right now". They rang the courier, and their own distribution centre. No one has it.
I'm now pushing for a replacement, as their warranty states that "If we don't fix your computer within 6 weeks, we'll give you a voucher for a new one". They agreed in store.
I get a phonecall today. "Sorry, we can't give you a voucher for a new laptop. Oh, and by the way, we've not found yours yet".
Told guy on the phone I would take them to small claims court. "Oh no, it's not our policy to get involved with that" he said. "So you're going to give me a voucher?" I replied. "No." He said.
Writing them a letter to notify them of my intention to take them to court now.
Utterly ridiculous.
Bought a laptop two years ago from them. Got a good deal on an extended warranty, so took it.
Two months ago laptop starts playing up. Firstly cutting out, and then getting garbled graphics. I decided it was likely overheating and had damaged the graphics chip / motherboard.
Took it back, explained to them. The blasted it in store with compressed air and sent me back with it. "We can't send it off unless it's still doing it" they tell me.
Still broken.
Took it back. They sent it away. I got it back 14 days later with a note attached. "Removed, cleaned and refitted fan".
Still broken. Explained to them that although it was not overheating any more, that I was getting garbled graphics and it's likely to be a motherboard / gfx issue. "Yes, sir, no, sir, three bags full sir" they said.
They sent it away. I got it back 14 days later with a note attached. "Reinstalled Windows Vista".
Still broken. Took it back. Explained again. "Yes sir, no sir, three bags full, sir" they said. 20 days later I'd heard nothing, so went into the store.
He looked on the computer system and said "Hmm, well they've cleaned the fan and it was sent back on the 20th July. But we don't know where it is right now". They rang the courier, and their own distribution centre. No one has it.
I'm now pushing for a replacement, as their warranty states that "If we don't fix your computer within 6 weeks, we'll give you a voucher for a new one". They agreed in store.
I get a phonecall today. "Sorry, we can't give you a voucher for a new laptop. Oh, and by the way, we've not found yours yet".
Told guy on the phone I would take them to small claims court. "Oh no, it's not our policy to get involved with that" he said. "So you're going to give me a voucher?" I replied. "No." He said.
Writing them a letter to notify them of my intention to take them to court now.
Utterly ridiculous.
randlemarcus said:
That's a bit harsh, I'm sure a Mod can rectify and place in the right forum 
OP - have you tried doing the CEO trick, and copying him/her in on the letter before action?
Had a google but can't find an address for said individual.OP - have you tried doing the CEO trick, and copying him/her in on the letter before action?
Anyone here happen to know one?
I won't name the company, but you don't have to be sherlock to work it out.
MrPeters said:
Two months ago laptop starts playing up. Firstly cutting out, and then getting garbled graphics. I decided it was likely overheating and had damaged the graphics chip / motherboard.
Not a HP is it? Some models are notorious for this.The GPU overheats & effectively melts/cracks its own solder (which are in the form of semi-circular balls underneath the chip). There's quite a few companies that have the kit to properly 're-ball' a GPU although watch out for ones that merely reflow it as they tend to fail again quite soon.
I've helped several customers sucessfully make claims via TS and/or small claims against DSG for laptops not being of merchantable quality. They huff & they puff and they try their hardest to wiggle but so long as you jump through the hoops then they do seem to pay up (or make a good contribution towards a higher spec machine).
Pot Bellied Fool said:
Not a HP is it? Some models are notorious for this.
The GPU overheats & effectively melts/cracks its own solder (which are in the form of semi-circular balls underneath the chip). There's quite a few companies that have the kit to properly 're-ball' a GPU although watch out for ones that merely reflow it as they tend to fail again quite soon.
I've helped several customers sucessfully make claims via TS and/or small claims against DSG for laptops not being of merchantable quality. They huff & they puff and they try their hardest to wiggle but so long as you jump through the hoops then they do seem to pay up (or make a good contribution towards a higher spec machine).
No it's an Advent. Which are equally dire, going by some online reviews.The GPU overheats & effectively melts/cracks its own solder (which are in the form of semi-circular balls underneath the chip). There's quite a few companies that have the kit to properly 're-ball' a GPU although watch out for ones that merely reflow it as they tend to fail again quite soon.
I've helped several customers sucessfully make claims via TS and/or small claims against DSG for laptops not being of merchantable quality. They huff & they puff and they try their hardest to wiggle but so long as you jump through the hoops then they do seem to pay up (or make a good contribution towards a higher spec machine).
MrPeters said:
No it's an Advent. Which are equally dire, going by some online reviews.
Cheap & cheerfull but I don't seem to get many in the workshop for hardware faults (other than the usual wear & tear items of broken screens & loose dc sockets), mostly user related infections.All the graphics ones I've seen have been HP/Compaq. Bit of a shame as I used to rate them for quality.
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