Brennan
Former Audi Driver
Ok guys, been with Currys for the past 10yrs or so bought a laptop and took out the 'Whatever Happens' insurance policy on it, as you do, this policy covers accidental damage and has been running for all this time, I pay 7.99 a month for the cover.
My mum was using the laptop whilst cooking for online recipes and dropped it by accident on our hard slate kitchen floor.
Now the laptop had been damaged from a previous drop earlier in the year which made the screen come loose, but I never did anything about that. As you can imagine the 2nd drop on a hard slate floor, with the loose screen was the final blow and it died, the laptop is quite damaged as the screen split open and cracked.
My mum contacted the KnowHow company, which is the trading name for the insurance company as the insurance is in her name, they told her that someone would be out to collect the laptop for repair.
It was collected and brought back to the company and after numerous phone calls to get an update on the situation, it has been returned unrepaired with a letter attached
The relevant part of the letter reads..
"We have carried out an inspection and in the opinion of our engineer the damage seen is inconsistent with the reported explanation and/or the damage exceeds what we would expect given the circumstances. As a result of our findings repairs are not covered by your Agreement and we are returning your product to you unrepaired.
If you do not agree with our conclucion or you have further information that contradicts what our engineers believe then please send details in writing to:
DSG Retail Limited
Knowhow Claims Investigations
etc..
When further details are received the matter will be reviewed and we may in the interest of impartiality pass this mtter to third party investigators. If this is necessary H.M. Investigations will contact you to discuss your claim in more detail. It is essential that you keep your product untouched pending this process."
So basically they are trying to say that I have damaged the laptop intentionally in a case of fraud.
As you can imagine I'm very hacked off, finding it hard to do daily online tasks without a laptop and I often use it for work too.
Where do I stand and what are my options?
My mum was using the laptop whilst cooking for online recipes and dropped it by accident on our hard slate kitchen floor.
Now the laptop had been damaged from a previous drop earlier in the year which made the screen come loose, but I never did anything about that. As you can imagine the 2nd drop on a hard slate floor, with the loose screen was the final blow and it died, the laptop is quite damaged as the screen split open and cracked.
My mum contacted the KnowHow company, which is the trading name for the insurance company as the insurance is in her name, they told her that someone would be out to collect the laptop for repair.
It was collected and brought back to the company and after numerous phone calls to get an update on the situation, it has been returned unrepaired with a letter attached
The relevant part of the letter reads..
"We have carried out an inspection and in the opinion of our engineer the damage seen is inconsistent with the reported explanation and/or the damage exceeds what we would expect given the circumstances. As a result of our findings repairs are not covered by your Agreement and we are returning your product to you unrepaired.
If you do not agree with our conclucion or you have further information that contradicts what our engineers believe then please send details in writing to:
DSG Retail Limited
Knowhow Claims Investigations
etc..
When further details are received the matter will be reviewed and we may in the interest of impartiality pass this mtter to third party investigators. If this is necessary H.M. Investigations will contact you to discuss your claim in more detail. It is essential that you keep your product untouched pending this process."
So basically they are trying to say that I have damaged the laptop intentionally in a case of fraud.
As you can imagine I'm very hacked off, finding it hard to do daily online tasks without a laptop and I often use it for work too.
Where do I stand and what are my options?
Last edited by a moderator: