We have 2 Samsung laptops covered by the "anything happens" guarantee that PC World do.
We have had to send both our laptops to these guys and each time, the laptops have come back unfixed.
Our first laptop has a broken screen. It was clearly a hardware fault (the fact that pinching the top right corner fixes it proves that in my mind) and needed replacing. We sent it to them and it came back and nothing had been done, the second time, they replaced the casing of the screen but left the screen itself which was faulty. We are now booking a third appointment (oh and now they refuse to collect it and are making us drop it off at PC World.. which for somebody like me who works from home, that means I will loose half a days work).
Our second laptop is dropping internet connection. I have proven to their technicians that it is a hardware problem (I, myself am an IT technician and clearly of a higher caliber that any that I have spoken to at the ironically titled "KnowHow.com" workshop). Yet despite me having proven to them that this is an NIC problem, their technicians have tried endlessly to tell me on the phone that this is either a software problem or a router problem. I have wasted over an hour of their time talking on the phone and also my time trying to communicate with them.
They recently tried to tell us that the network problem was definitely caused by MAC address filtering in our router. That is despite the fact that (a) the laptop sometimes connects (b) we have 2 other laptops, 2 ipads, an X-box, a NAS box and a Samsung phone which are able to connect fine - there's a big clue! (c) the laptop has this same problem on several other routers (d) oh yeah... I set up our router and we don't have MAC address filtering turned on!
I know that front line support technicians are generally novices but, come on guys... this is really basic stuff!
Effie Merryl found this review useful
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