Lost product

[Darknezz]

Looking for advice really please as to what i should do,

Anyways, Bought a laptop 3 yrs ago for gaming and work and tbh just wanted a high spec laptop. Warranty was nearing its end.

Over the last few yrs it had been in and out of repair with various problems from blown motherboard to graphic card, but 6 weeks ago my lappie just stopped working, so i phoned up there support and it was collected next day, i asked them roughly how long would i be expecting my laptop to be returned back to me and was told 10-12 working days, needless to say 12 came and went, this then resulted in a number of calls to there support to try and find out what was wrong with it and when i could get it back as i now had no laptop for work, but each time i would get same answer that someone would call me back, and needless to say no calls and no progress as to when i would expect the return of my laptop.

This week i finally get a call back from someone in support to say that my laptop had been lost and they would look into replacing it and look to compensate me for my loss.

Today i get a call to say they would replace it with what is there budget range model ( as what had been pointed out was) mine was 3

yrs old and the specs of this new one were slightly better than mine. Also my laptop cost me £1100 the one they want to offer me is £600.

The reason i never bought the laptop they were offering me in the first place was that i didn't like the look of it or the specs and still didnt.

I sorta feel im being railroaded into taking a laptop i just downt want, can they do this?

[PKea]

I wouyld think that as long as the model they are offering does everything your old one did and has an equal or better specification you would have to accept that. The prices of PCs have come down, so it is probable that what you paid for 3 yrs ago is a lot cheaper nowadays.

Make sure that the compensation allows for your time to reload all your software an dreproduce any lost documents. Also check that any preloaded software that came with your laptop when you first bought it, is installed on the new laptop.

[spikeachu]

I wouyld think that as long as the model they are offering does everything your old one did and has an equal or better specification you would have to accept that. The prices of PCs have come down, so it is probable that what you paid for 3 yrs ago is a lot cheaper nowadays.

Make sure that the compensation allows for your time to reload all your software an dreproduce any lost documents. Also check that any preloaded software that came with your laptop when you first bought it, is installed on the new laptop.

 

They'll just refer to the PC Performance agreement and advise that software and consequential losses are not covered.

[Advoc8]

They'll just refer to the PC Performance agreement and advise that software and consequential losses are not covered.

 

So what? This is a tortious claim, not a warranty claim. Does the PC Performance agreement attempt to limit any liability arising out of their negligence?

[spikeachu]

Ok then. They won't refer to the PC performance agreement. Please accept my apologies.

 

I am wrong. How stupid of me to think such a thing.

 

I only just realised companys place terms and conditions there just solely to ignore them when such occasions arise.

[Zamzara]

Ok then. They won't refer to the PC performance agreement. Please accept my apologies.

 

I am wrong. How stupid of me to think such a thing.

 

I only just realised companys place terms and conditions there just solely to ignore them when such occasions arise.

 

They do it to try and fob off the uninformed. Just because they claim it somewhere doesn't make it true.

[Danny J]

Yes generally they will only repace like for like so your spec is covered but ocassionally you can argue the point over the aesthetics of a product etc. Sometimes if you push you may get a little more out of the replacement they offer you, but only if you are nice and not rude.

[blacksheep1979]

If your old laptop was an ultra portable weighing for instance 1.5kg and the new one they are offering is some monster brick like thing weighing 5kg you may have some room to argue - but if its purely looks then nope not much chance.

[patdavies]

Ok then. They won't refer to the PC performance agreement. Please accept my apologies.

 

I am wrong. How stupid of me to think such a thing.

 

I only just realised companys place terms and conditions there just solely to ignore them when such occasions arise.

 

I think that you may be missing the point.

 

If the laptop was faulty and unrepairable, then their PC Performance agreement would apply. However, in this case they have been negligent and lost the laptop - this is entirely outside of their agreement and nobody can limit claims for negligence.

[Foxarino]

Hi Darknezz.

 

My first post on here... Woohoo...

 

I used to work for the Tech Guys (dum dum deeeeer), so I know what I'm on about and the policies that exist within the DSG group.

 

I don't know the status of your machine at the moment, well I'll take a wild stab in the dark and say that it's still 'lost' at mansfield....

 

They have offered a replacement which is basically the equivalent spec of the machine you originally purchased, I know I'm kinda going over old ground here that people mentioned but I thought I'd make my first post a big-ish one lol.

 

It's basically like a car, if I bought a brand new motor today, and 3 years down the line I traded it in, I woudn't get the original value, it's the same with anything really, I'm not trying to make you out to look stupid dude it's just depreciation value.

 

There are two routes you can take, take the equivalent laptop OR claim on their six week rule policy (read your coverplan documentation) - basically it states, if they can't repair it within 6 weeks of it going away, then you can get a refund for the equivalent price of the machine today (which as I said before would be lower than the value).

 

Quite obviously they won't be giving you a refund in cash as it's a voucher system.

 

So you'll get some vouchers and you're free to spend them on anywhere within the DSG group.

 

To be honest I guess when they say they will sort you out with a laptop for the equivalent spec they will give you vouchers anyway.

 

Anyway the point I'm getting at is if you get vouchers for 600 quid, happy days; you can look at various machines in the store and to be honest 600 quid will get you a miles better system than a system at 1100 quid 3 years ago.

 

You can also add cash to the vouchers if need be.

 

Also the point about being negligent: Yes, admittidly they have dropped a ballcock and have lost the machine, however they have identified the problem and have not made an unfair offer to rectify the problem.

 

Also as somebody stated about personal documents, forget it, documents and on there are your own business and not covered on any agreement with dsg at all, their agreement is to fix the machine in a hardware sense (if they don't lose it of course lol).

 

Just on a slight off-topic note for general computer purchasing from PC World, if it's for business, get business cover!.

 

Also a general piece of advice for personal data on PC's from anywhere with any service agreement "BACKUP - BACKUP - BACKUP".

 

Anyway, hope this helps

 

Foxy.

[Lula]

Nice one Foxy, a good, insightful and sensible first post