PC World Watford - purchased PC in Dec., 2000 - for about the past six-months computer has been breaking down

PC World Watford - purchased PC in Dec., 2000 - for about the past six-months computer has been breaking down

PC World purchased Computer: Mastercare Plan # 08706001550

Sirs, This is to record the problems I am having with my computer and discussed today with two of your customer service staff and to express the fact that I consider I have not received service or cover according to my understanding of our agreement. I purchased my computer from PC World Watford 30/12/00 and my cover expiry date is 29/12/05. For about the past six-months this computer has been breaking-down (which started with an internal fire, and yes it was connected through a top-rate surge protector) and has been back and forth to PC World. So far as I can recall it has had two replacement motherboards, two new power-boards, memory upgrade at my cost (then removed and cost refunded when Service Call conceded this was not the problem) and various other connectors and wiring replaced in this period. It presently will not power up. Total repair costs which you have paid are now approaching ?1000 which I would guess is about four times the cost of a new processor. Service Call are now maintaining they can find no hardware problem and are saying it must be a software problem. They are suggesting the hard disk is completely wiped and software reloaded to sort out the problem. Since the computer came preloaded with most of the software and other self-loaded software was as provided in the original boxes, and further it has not been used on the internet since the original "smoking" problem occured, I find this very hard to believe.

I have given Sevice Call the only "recovery" disk I am aware of having and they say I should have more disks for reloading. I do not have any more disks. So at the moment they say there is nothing they can do. My own view is that it is an unsolvable problem and Service Call will not admit this and recommend write-off. I am appealing to PC World for a replacement processor (the processor and monitor are now with Service Call) since it seems quite plain to a non-computer engineer that the experts cannot fix it and are just wasting my time and your money.

PC World are being sympathetic to this suggestion and have asked me to collate copies of all the service dockets together so they can "log" them as the same hardware insurance in their system (at present they are not all logged under one reference). Meanwhile, of course, I and my family have been without the use of a computer. I am presently making a list of consumer protection organizations and will be be forwarding the details to them in the hope that they can help me. If you would be so kind as to consider pressuring Service Call to admit they cannot solve the problem and declare a write-off it would save me a lot of time and I would suggest save you a lot of money. Thank you for your kind attention, Yours faithfully, David C

Northwood, HA6 3AP

David C

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