I took my laptop to Currys Crawley store on the 3rd of September 2013 for repairs to a faulty / non-working CD drive.
I was dealing with KnowHow’s Customer Service team at the branch.
I provided the service assistant with my own flash drive / USB as a precautionary measure for them to save my data
should there perhaps be a need for KnowHow to make some change to the hard drive
(I asked that a written record be kept that I had left my USB as I did not want to lose it).
I was advised the laptop would be taken to their repair centre and
2 weeks after I left my laptop to have the CD drive be repaired,
I received a text from KnowHow saying my laptop was ready for collection.
I went into the store to collect the laptop but the USB was missing.
Fearing the worst,
I switched on the laptop as normal whilst still in store and quickly realised that all my data and documents had been wiped out.
This is what I had feared when I left the USB as I had hoped that the repair centre would save my documents on the USB before they made repairs to the CD drive.
The KnowHow service consultant, immediately and in my presence called the repair centre to follow up on what had happened to my data / documents plus the missing USB.
The service consultant advised me that a follow up would be done and I would receive a call from the repair centre to advise me on status.
I was told to take the laptop with me home as the search for my data and USB would be done.
To this date, I have never received a call from the repair centre with an update /status.
After 2 days I went back to store to let them know that I had not received a call from the repair centre.
The KnowHow service consultant advised me to give the repair centre an additional 3 days.
At the end of the 3 days, if I had not received a call from the repair centre,
I was told to return the laptop to the store and they would take it back to the repair centre so that they could put back the old hard drive which had been replaced.
On the 26th of September I took the laptop back to the store
– this was more than a week after the 3 days that I had been given by the service consultant.
The KnowHow service consultant on this day took out a new usb and my laptop for sending to the repair centre
so that they could replace the data that had been on my old drive onto the USB.
The laptop was with the repair centre for 6 weeks.
On the 31st of October, I received a text from KnowHow asking me to go into the shop to collect the laptop.
On arriving, when the KnowHow service consultant opened the laptop box,
we realised that the 2nd USB (the one that had been provided as a replacement for my missing USB) was missing.
The service consultant (in this instance, it was Paul) called the repair centre in my presence to follow up.
He complained in my presence about the missing USB as well as similar matters of customer property being lost when they went for repairs.
Paul the service consultant agreed with someone from the repair centre I would receive a call from the repair centre once they had located the USB.
The repair centre would call me, arrange to pick up the laptop, replace the missing data onto the laptop and return the laptop to me (this is in writing).
To date, I am yet to receive a call from the repair centre or from Currys Crawley branch / KnowHow.
It has been 5 days now and I am seeking advice on how to proceed with this shambles of service that I have received.
How can I retrieve my data?
What is the best way to proceed?
