Currys/Pc World not repairing my Pc

[jenbob1978]

I would like some advice please.

 

 

I purchased a HP all in one PC in October 2012 and it was perfect and did everything I needed it to do.

 

 

However in the beginning of October 2013 (whilst it was still under the manufacturers warranty) the screen was accidently chipped by one of my children. (this was not covered by the manufacturers guarantee as it was accidental damage).

 

 

I took it into the Store and I was told it would cost about £200 at the most to repair it so I sent it away to be repaired with the Knowhow team and said to them if it was going to cost anymore to phone me and advise me of this BEFORE they did any of the repairs and to ONLY REPAIR THE SCREEN AND NOT TO TOUCH ANY OF THE HARD/SOFTWARE ON THE COMPUTER. I was told this would not be a problem and they would call me when it was ready to be collected.

 

 

When I did not hear from them about my PC being returned to me I Phoned the Knowhow team and asked them what had happened with it:

Whilst it was there the engineer looked at the screen and knew it would cost : Screen £547, Connector cable £48 and the hard drive £31 with a total of £616. to repair it and did not phone me to tell me of this So my screen was taken off my PC and "tossed in the trash" and a new one was put on without my consent not only this they was going to replace a connector cable and hard drive that when the left my possession had nothing wrong with them and they was told not to touch.

I told them I wanted MY screen put back on and the PC returned to the store immediately for collection.

 

 

When it arrived back to the store and I went to collect it I and the Colleague that booked in the PC for repair (Sam) noticed that the screen had 2 large cracks down the front of it that was not there when it left.

 

 

Sam then phoned the Knowhow service centre and asked them what they was going to do about it and they Verbally told him that they was liable for the damage and they would repair it FREE OF CHARGE. And whilst it was there the connector cable and the hard drive would be replaced because they were still under the warranty).

 

 

So it was packaged back up and sent back off to the repair centre.

 

 

A week later i got a call from the guy (Sam) in the store to say the PC was back but it had not been repaired as the damage had happened in transit and if I wanted it repaired I would have to pay for it.

 

 

Since the beginning of November 2013 my PC has been at the store damaged and nobody will repair or replace it when I was told they would (I have not collected it because I know if I remove it from the store I will be told the damage happened in my care after it left the store).

 

 

Please can someone help me with what to do as I want my PC repaired by Knowhow free of charge like they said they would or a replacement one because they damaged it.

 

 

This has been going on for over 9 months and I do not know where to turn next.

[Deadyankee]

I'm a bit confused. If they tossed your old screen in the trash, how did they manage to sent it back fitted to your computer? Did it come back with your original screen?

[jenbob1978]

I was told during the phone call when I tried to find out what was taking them so long to repair it they had taken my screen off and "tossed it in the trash" (in other words put it to one side maybe thinking they could use it for something else at a later date) and put on the new screen.

 

 

When I told them I was not willing to pay the price for the replacement screen as I was informed it would cost "no more than £200" to replace. I told them to put my screen back on (which had been broken in this process) and return it to the store for collection.

 

 

So yes it came back with my original screen on but it not only had the initial small crack I sent it away to be repaired with but 2 large cracks running down the screen.

 

 

They knew if it was going to cost more than the £200 quote that they was NOt to repair it just to send it back to the store for collection.

[JoeyJoeC]

Even if it were damaged in transit, they should have had insurance to cover the cost. They are still liable for the extra damage.

 

The screen shouldn't cost that much.

 

Whats wrong with the harddrive and connector? Connectors don't break unless they have broken them.

 

I would go back to the store, demand to speak to a manager, and refuse to leave until they agree to send it back repaired. The damage was caused while it was in their care.

[labrat]

i would agree with the connector you need to find out WHY they wanted it replacing, if its there fault then ask for it to be replaced

 

in regards to the screen what aditional loss has been caused?

it went away with a cracked screen, its come back with a cracked screen - yes its more badly cracked but either way it was unusable

 

do the cracks come off the initial crack btw?

[jenbob1978]

THERE WAS NOTHING WRONG WITH THE CONNECTOR CABLE OR HARD DRIVE WHEN IT WENT OFF FOR REPAIR.

 

 

It was damaged/broken at some point at the service centre - even after they was told NOT to touch anything other than the screen on the original service request.

 

 

I have spoken to many managers who have said there is nothing they can do are unwilling to help me because it is out of their hands and if I want it repaired I need to pay All of the repair costs myself.

 

 

I feel I am being fobbed off because I am disabled and unable to fight them and argue my case.

[Anus Horribilis]

They are obviously happy to ignore you. Send a final Letter Before Action to Head Office, and then if you do not get a satisfactory response you will need to start an MCOL court case.

[Deadyankee]

From previous experience, hard drives can fail at any time, the hard drive might be showing signs of failure but a hard to drive test could show its due to fail, unless you run this test yourself jenbob, you can't say for sure the hard drive wasn't faulty. The cable maybe hard to explain though.

 

What is your disability? Why does this stop you from arguing your case?

[rebel11]

Hi jenbob1978

 

How did you originally pay for the PC? Credit Card / Debit Card?

[Iqbal007]

I think you have a case to argue against them, but seriously £200 for just the screen is an incredible amount.

But definitely complain higher up and even advertise the issue through social media e.g. twitter to gain some attention

[JoeyJoeC]

I think you have a case to argue against them, but seriously £200 for just the screen is an incredible amount.

But definitely complain higher up and even advertise the issue through social media e.g. twitter to gain some attention

 

£200 for a touchscreen is about right actually. I thought the same thing at first, but they are pretty expensive.

[zippygbr]

I'm a bit confused. If they tossed your old screen in the trash, how did they manage to sent it back fitted to your computer? Did it come back with your original screen?

 

faulty and damaged parts are checked back into onto the spares system and sorted for possible repair / reconditioning / component recovery ...

 

some computers are designed and bult in such a way that removal of components for assessment may damge them further

[zippygbr]

From previous experience, hard drives can fail at any time, the hard drive might be showing signs of failure but a hard to drive test could show its due to fail, unless you run this test yourself jenbob, you can't say for sure the hard drive wasn't faulty. The cable maybe hard to explain though.

 

What is your disability? Why does this stop you from arguing your case?

 

and there is nothing worse than sending any produict back to a customer for another item to fail fairly soon after and then get embroiled in a **** storm of accusations from the customer that the repairer broke it ...

[Deadyankee]

not sure how they can, if it was sent in smashed, how is it coming back smashed any worse?