I have a problem with...

[rasputin]

... a well known manufacturer of computer goods, that aren't delivering a good service.

I bought two laptops from them within the last year - total value a bit over £1k.
At the time, they told me I can call any time within 12 months to extend the warranty for an additional 2 years for £45 each. I planned to do it straight away but was busy and have only remembered now (nearly 12 months since I bought the first one).

I called up, got transferred 8 times, finally spoke with someone in India that struggled to understand me, but the gist of the conversation was that the warranty will cost £120 for one laptop and £90 for the other. Both prices including VAT. I said about the £45 thing, and he hung up on me mid-sentence.

I called again, endless transfers again, this time a different Indian told me that the price is £120 and £90, but if I speak to the person that gave me the £45 quote they might be able to help. They gave me an extension number. I called. The person doesn't work there. Line went dead.

I called again, this time I asked to speak to their customer services. Explained it to the Irish chap. Very friendly and sympathetic, told me it should be no problem to get a better price if I buy both warranties together - OK! But he needs to transfer me to a manager in the sales department (India) to do this. I asked him to try calling them first. He did. He got no answer (so it's not just me they're difficult with). He gave me a number for the business sales department.

So I called yet again. Another Indian. This time the prices are £140 and £110 PLUS VAT! I asked them if they can at least do a discount for buying both warranties. They spoke with their manager. They can't do any discounts. I asked them if I should just call again because the last two people gave me better prices - she hung up on me.

So I went on their online "Live Sales Chat". Here's how it went:

15:09:08 Customer
Hello, I have two laptops which I purchased several months ago, and I would like to order an extended warranty for both of them

15:09:31 Agent Manohar_Mudrakola
Thank you for contacting Sales Chat. This is Manohar , I will be your Chat advisor today.

15:10:06 Agent Manohar_Mudrakola
Please contact Part Sales on 0844 444 3924 between 9am to 5pm Monday through Friday.

15:10:18 Agent Manohar_Mudrakola
they would be able to assist you in this regards

15:10:55 Customer
I've called them three times and every time the call gets disconnected

15:11:06 Customer
Is there a way to do it online?

15:11:26 Agent Manohar_Mudrakola
I am afraid it is not possible

15:11:53 Customer
Do you have an email address for customer services?

15:12:26 Agent Manohar_Mudrakola
well there is only telephone no

15:13:12 Customer
Is there an email address for a manager that I can write to?

15:13:26 System System
Manohar_Mudrakola has left this session!

15:13:26 System System
The session has ended!



So I keep getting hung up on. Lied to. Disconnected online. There is nobody I can write to complain to. Not a single email address on their website.

I'm willing to forget about the £45 thing because I don't have anything written to prove it (even though it was the price on their website at the time). But a small discount would be nice considering I'm getting two warranties for laptops worth over £1k.

Any suggestions? Email addresses for :cendored:? Phone numbers where I can deal with people that fully understand English?

Only have a few days left for one of the laptops...

ETA

If you can't abide by the no N&S policy the thread will get deleted.

Edited by Big Al. on Wednesday 2nd September 19:07

[mrmaggit]

Buy a Mac.

[sonic_2k_uk]

- not quite the acer of the corporate world, but not far off.

Ive had far better luck with HP when dealing with anything warranty related.

Edited by sonic_2k_uk on Wednesday 2nd September 16:57

Edited by Big Al. on Wednesday 2nd September 19:07

[wombat172a]

http://consumerist.com/consumer/executive-customer...

It's a bit out of date mind, but could be worth a try.

[NDA]

rasputin said:

15:11:53 Customer
Do you have an email address for customer services?

15:12:26 Agent Manohar_Mudrakola
well there is only telephone no

15:13:12 Customer
Is there an email address for a manager that I can write to?

15:13:26 System System
Manohar_Mudrakola has left this session!

15:13:26 System System
The session has ended!

If that wasn't so feckin' annoying for you, it would be hilarious.

How not to handle customers. Priceless.

[Dupont666]

You got proof of the original £45 extension of the the warranty?

[Steamer]

mrmaggit said:

Buy a Mac.

Too right!

You could have bought 1 decent laptop for the money youve thrown at 2!!

[arun1uk]

Why not try to get extended warranty through someone other than ...plenty of companies do it. Something along this line: http://ezinearticles.com/?Extended-Warranty-For-La...

have gone downhill lately, especially when they decided to start selling in Tesco!

Edited by Big Al. on Wednesday 2nd September 19:08

[Big Al.]

If the naming and shaming ruling is broken again posts will start to get deleted.

No more warnings.

Thankyou.

[mikechandler]

Big Al. said:

If the naming and shaming ruling is broken again posts will start to get deleted.

No more warnings.

Thankyou.

I think they just do it a DELLiberate attempt to wind you up

[TurricanII]

No need to name and shame. They are all this st from time to time.