Newspaper article Evening Gazette (Middlesbrough, England)

In the Lap of the Gods until We Stepped in to Solve Computer Glitch

Newspaper article Evening Gazette (Middlesbrough, England)

In the Lap of the Gods until We Stepped in to Solve Computer Glitch

Article excerpt

When is a pounds 1,500 brand-new laptop and its pounds 360 'hassle-free' warranty completely useless?

When the state-of-the-art computer breaks down - and the shop quibbles endlessly about delivering repairs on the back-up insurance.

The case of the computer that broke within six months had 40-year-old Leslie Harbisher and wife, Sarah, tearing their hair out with frustration.

And after Watchdog waded in to help sort their predicament, we have two things to say to Comet.

A qualified thumbs up for head office staff who finally sorted it within hours.

But a resounding raspberry to retail staff at the company's Teesside Park store for being downright awkward.

It all started when Leslie Harbisher, of Ingleby Barwick, bought a new Fujitsu Siemens laptop from Comet on Teesside Park in November.

It was a significant investment in anyone's terms, especially as he laid out hundreds for the warranty.

All went well until one of the ports broke down, which is a bit of a catastrophic failure.

It meant he couldn't print any documents.

Leslie and wife Sarah were annoyed at the inconvenience, but not worried about getting the fault fixed because of the three-year warranty.

If only it had been that simple!

The warranty company that had taken Leslie and Sarah's pounds 360 wanted details of the fault in meticulous detail.

They wanted to know how the ports had become damaged. And, frankly, Leslie and Sarah didn't know beyond the fact that it happened when they unplugged the printer cable.

The warranty company wanted more. But the Harbishers couldn't give them more.

Stalemate!

By now, Comet had the broken laptop and Leslie needed it urgently for his business.

The Harbishers spoke to 'Dave' at Comet, Teesside Park, who wasn't much comfort. Comet was adamant a reason for the damage had to be given.

The Harbishers wondered if they were being expected to lie that the computer had been dropped accidentally? …

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