I took my PC in thinking that it would be looked at on the premises, little knowing that it would be collected a few days later, sent to a national centre, and assessed, before I was phoned with a quotation for repair. I eventually got it back after four weeks, only to find that it had a new fault: it cut out after 30 seconds because the heat sink had broken off the processor so that it overheated, presumably having been dropped in transit. The only remedy was to start the whole process all over again. There was no way of increasing the priority or lending me a PC in the meantime. I tried to phone up and chase but there is only a national number which is both premium rate and keeps you waiting and then can't tell you anything. After a week I lost patience, went to the store, and demanded they forget the whole thing and give me my £100 and my broken PC back so that I could buy a new PC. At first the assistant made a show of hunting high and low for my PC, but after having a word with his manager he fished my untouched PC out from behind the counter and agreed to a refund. Even then he could only refund the £50 labour. To get the £50 for the graphics card to fix the original fault, the PC had to be collected from my home so that the graphics card could be removed, and the broken PC returned to me for secure disposal. Then while it was away I got a phone call saying they would repair the heat sink free, by which time I had purchased a replacement PC and set it up, and no longer had any use for my old one. So again I explained and told them not to bother. Had I persevered I suppose I would have got my original PC back in working order, but only after waiting for eight weeks! Who can possibly wait that long? I am still waiting for the second £50 of my refund. To be fair, the staff I have dealt with have all been perfectly pleasant, just not able to provide an adequate service.
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