Not sure where to start with this, as I have had multiple issues with their level of service.
For some time, I have always taken out extended warranties on TV's, PC's, & Laptops and currently have monthly payments for two TV's, a Desktop PC, and a Laptop.
My most recent problem is with the repair of my Advent T9405 Desktop PC. I have had this PC from 2005, and it was still in excellent running order.
I booked in a repair for a faulty DVD drive that would not eject. This is where the disappointment started. I was advised that the unit had to be sent into the workshop for repair, as they no longer send engineers out to carry out repairs. When I took out the extended warranty, I was paying for a fix in home service. I was never informed about any changes to the service, and still pay the same amount.
I was very concerned about sending it in, as my case was severely damaged on a previous repair and had to be replaced (In my home). I eventually agreed to the collection.
The PC was collected on 25th October 2011, and returned on 3rd November. They had replaced the DVD drive, and PSU which had failed. As soon as I saw the case, I was devastated. To my horror, the side panelling was all bent where it had been forced off / on. I then opened up the unit to inspect the inside (as there was a rattling noise). My CPU heat sink and fan had been snapped off (This has happened previously too, and I had to buy my own to use the PC again). The PSU was the most basic with no spare sockets for other accessories. One of the front displays was not plugged in, and did not have any sockets suitable for it.
I immediately phoned them again to book another repair.
The unit was then collected on 8th November 2011, and returned on 23rd November.
Unusually, I was at home when the courier arrived. As soon as he opened the crate, I was fuming. They had replaced my smart black aluminium case, with a cheap plastic fronted case (that was all cracked). The courier advised me to reject delivery, so that it would get returned to them sooner, which I did.
I then called Know How again to advise them that I had rejected delivery, and was extremely disappointed with the service.
This was the first and only positive thing I can say about them. The man I spoke to was extremely sympathetic, apologetic and friendly. He also phoned me on multiple occasions to update on progress.
I phoned a couple of times whilst waiting for the return. On first occasion, they could not find any details on the repair. On second occasion, I was advised that it had been dispatched.
I decided to accept whatever was returned, so that I could inspect it more closely. I finally received a computer back today (and to my horror, it was another cheap plastic fronted case). The case appears undamaged. I then opened it up to inspect the inside. First thing noticed were my two hard drives. These had been wedged in at an angle, and secured with one screw each.
I also noticed that they have now completely removed my memory card reader that was in the original case.
I then connected it up, and powered up to see if all else was okay. The DVD drive eject buttons need to be pushed in very firmly before the drives will eject, and the noise from the unit is dreadful. Probably due to the poorly mounted hard drives.
I have now got to come to terms with the fact I am never going to get back, what was once the best PC I have ever owned. I have now booked in for a write off, as the repairs have taken far too long and I am not going to get the case I want.
I have no idea what I will get next, as none of the PC's currently sold by Curry's / PC World come close to looking as good as my old one.
My biggest regret is the amount of money I have given this company over many years. I will NEVER make that mistake again, and will be cancelling all other warranties with them. I dread to think how much I have spent, and could probably have replaced all items by now.
Oh well, we live and learn.
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