FIVE times my computer PC tower has been in for repair since 28th April 2012 (now 26th July 2012). Despite having the Whatever Happens policy which states repair or replace within 28days it is still not fixed (bluescreening, crashing, graphic lines, difficulty booting etc) and after many reasons as to why they can't replace it, I have today been told that they can't find a problem with it and it's a software issue which is not covered in the policy. After much searching it is in the small print but in the glossy leaflet I have from when I purchased the computer, it does not state software isn't included. The leaflet has two sections for 'what is not covered' and everything else from the small print is there but not the software clause. I feel this has been deliberately omitted. When I questioned the policy Whatever Happens and what Whatever Happens actually means, I was told it was a brand name, a trademark, and not a wish list cover all. I was made to feel like I was stupid to interpret it this way. I feel this is a deliberately misleading brand name to imply to the customer that all is covered so they take the policy. 'If anything goes wrong we will put it right' - oh no they don't.There is much more I could add to this tale of woe.
The general public know two things about computers - hardware and software. I took the policy as I work from home and rely on my computer. I asked specifically if this will cover everything. Why else would I pay for something that didn't? Who would pay this amount of money for such an important thing like software not to be included?
The manager in the store and some of the knowhow team have been sympathetic. Many have been cagey and on occasion downright rude - they know full well what is covered and what is not and no attempt is made to explain that software is not included. Yes, we should read the small print, but that aside, if you are given a leaflet that does not include the one of the main things in relation to a computer, what are you lead to believe? It is very wrong. The implication and deliberate misleading terms are to fool the customer into taking this policy.
I am not a stupid person. I have a first class honours degree. I was a professional in a highly regarded occupation. I own an award winning business and our customer service is exceptional, with a Gold Investors in People award to validate it.
The general public would expect a 28day repair or replace policy to mean exactly that.
I consider this to be a deliberate misrepresentation and I will be taking this matter further.
Would I recommend Know How or Whatever Happens to anyone? I would stress for them NOT to buy it.
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