Currys & PC World – Do they have the Knowhow?


Dixons Retail, the company responsible for Currys and PC World, has launched the new service, Knowhow. The Which? Tech team has put the desktop and laptop repairs aspect of it to the test, to see how it compares with the previous Tech Guys offering, and other high street electrical stores.

Knowhow desktop and laptop repairs investigation

Laptop repairs

As with the undercover investigation we conducted in November 2010, PC World and Currys were unable to repair any of the three laptops we had introduced easy-to-fix faults to.

One of our four-year-old laptops was immediately dismissed for being too old. Instead, on this occasion, staff recommended an £80 data-retrieval service* for any lost personal files on the hard drive.

Staff took £50 payments for the other two models and kept hold of them for between seven and 19 days. Upon collection of these two laptops we were refunded our £50, and after telling us that the machines couldn’t be fixed, the staff then suggested a £700 data-retrieval service*.

Desktop PC repairs

Two of the desktop PCs were repaired satisfactorily, and one we consider to have been partially fixed.

We were charged £30 for reparation of the first desktop and £40 for the second. The first was repaired within a day, while the second was ready the very same afternoon – the staff even offered to carry the desktop to the car.

We were charged £94.99 for the work carried out on the third desktop PC. Upon collection we were told that a new hard drive had been installed, and while the old hard drive was returned, no offer was made to retrieve our personal data from it.

The results

Here you can see how the recent Knowhow test compares with the Tech Guys test from the previous year. You can also see how the results compare with the services offered by Best Buy, Carphone Warehouse and Comet.

Click on the image to enlarge it.

You can read the results from our initial high street PC repairs investigation here.

Our conclusions

The faults we introduced to the laptops and desktops were easy to repair. We’d simply disconnected the hard drive and the DVD drive on the desktops, and introduced a minor software fault to the laptops that could be repaired using a Windows installation disc – something all PC repair centres should have.

PC World and Currys were placed a lowly 98th and 70th respectively in the 2011 Which? high street shop satisfaction survey, and they appear to be attempting to address this with the launch of the Knowhow service. PC repairs is only a small part of the new service, but is key to many computer owners. It seems that Knowhow still needs to up its game further if it wants to keep its customers satisfied.

Share your experiences with Knowhow

We want to hear about your good and bad experiences with the Knowhow service from Currys and PC World. Which? member, Tony Gornall, has shared his:

My wife has a Toshiba laptop which crashed in April 2011. It was returned to PC World, and they told us they would save our data.  We called several times for a progress report, and then out of the blue we got a letter saying ‘if we have not heard from you within 14 days of the date of this letter we will take the necessary steps to dispose of your property.’ When we eventually got the computer back it had been wiped clean of all my wife’s work. In August the laptop crashed again.

Please share with us your experiences in the comments below.

Best PC repair services

Which? Local is a service where Which? members can recommend and consequently find the best local service providers in their areas. There are more than 1,500 recommended PC Repairers on Which? Locals.

More on this…

*The price discrepancy for Knowhow’s data-retrieval service is down to two services being offered. Knowhow charges £80 for data retrieved from an undamaged hard drive and £700 for a damaged hard drive. This wasn’t explained to our mystery shoppers.

222 replies

  1. Having just fixed two laptops for my sister, she was astounded that I can’t actually earn a living from doing this work professionally having been made redundant from the NHS after 25 years.

    I can’t – there are no openings for people with real skills; there are openings for morons at PC World – but the shame of working there for the basic wage and having to put up with such management shysters (I’ve talked to them, horrendous) means I’d rather retire early.

    Despite enormous platitudes and rounds of thanks for recuing friends / niehbours and medical colleagues time after time, I cannot give me skills to the local apathetic Aylesbury community.

    I’ve offered my teaching skills (qualified senior tutor) to Aylesbury and Bucks Council for free and the local education establishments – 2 charities and Age UK – “There simply is no demand” (!)

    1. Hi Chris
      Don’t give up! I can assure you there is a demand for good, honest pc technicians. Although I have had good experience with repairs through PCWorld, I had an horrendous time with a “no fix-no fee” company found via yellow pages who seem to be typical “rogue traders”.

      It can take quite some time to become established, but if it’s something you want to do, go for it. It could even lead to IT consultancy where a good living can be made.

      I’m a photographer, but it’s taken a lot of hard work to make a success of it, with plenty of rejections along the way. I hope things work out for you.

    2. I took out the anything happens mishap care plan took the MACBOOK to pc world with cosmetic damage to lid sides and based picked it up 14 days later only the lid had been repaired the other 50% was still damaged.Ive complained to the financial ombusman as missold an insurance as i was led to believe i was covered for any mishap 99% of mishaps are going to be cosmetic the response I’ve had “We dont cover cosmetic damage” total rip off

  2. I sent my laptop to be fixed on the 19th of November and was told it would take about 10 days. The fault was a missing screw (it was in warranty, I thought using the service was a good idea, and not using a random screw). I tracked it online and it said it would be ready on the 4th of December. on the 4th, a message said I had to call them, so I did.

    The call said there was some delay. It was in the disruption center, and I should expect a call soon.

    A week has passed, so today I once again called to ask what was happening. what they said last week was untrue, and the laptop was still in the warehouse, and I should wait for a call from the shop when it arrives.

    Next time, if a screw goes missing, I’m fixing it myself. it would just be easier. I am capable of doing so, but thought it would be easier to just send it as there was also a problem with the battery, which seemed to fixed it’s self. I managed to fix my cousin’s laptop with hardly any experience fixing laptops in less time it takes them to put in a new screw.

  3. On 26th November we delivered our lap top (purchased form PC World) to the store in Glasgow Road, Edinburgh, and paid the £30 pounds charge to have our data transferred onto our personal external harddrive. After being informed it would take more than an hour to tranfer we suggested to pick it up the following day. The staff informed us they would phone to confirm that everything was complete the following day. By the 29th we decided to collect the item from the store directly only to arrive and find the staff could not locate our harddrive. After some time,finally it was recovered.

    On our initial visit the staff logged our details and told us we would be contacted within the following week to confirm what the diagnosis and final charge would be for the repair. Two weeks have passed so we contacted the ‘Added Value Service’ 13th December. We were informed that the service had been ‘aborted’ and the lap tof still remains within the store. Aparently it was meant to be picked up on the 6th but cancelled on the 7th. This now means that we will not be receieving our lap top back before christmas as previously promised.

    The £50 charge we paid to cover the cost of pick up and delivery in this instance has not been met. With the additional issue of mispllaced personal items you will appreciate the service provided so far is less than satisfatory.

  4. I’ve had two positive experiences with Knowhow (PCWorld) in Worcester. The first was with a Mesh computer which was constantly crashing and since it was out of warranty took it to PCWorld who fixed it in a couple of days.

    The second instance was with an old PC that had occasional problems booting up. Dropped it of on Friday evening and was amazed to recieve a call to pick it up on Saturday at 10.30am. Excellent service.

  5. I have a dell laptop that is still in knowhow’s workshop for the 5 time. It went in the week before last and has been on a rollercoaster ride due to the fact each time it’s come back with something different wrong with it from the first time it went in for repair. It is under warranty and to be honest i wish i’d never bought the thing. We still have 3 years left on it and over past 2 months it’s not been used at all because every time it’s come back with an issue that as made it almost impossible to use and they’d actually caused more issues than it actually went away with in the first place. My experience is from Huddersfield don’t know which repair centre it actually went to from there. They’re rubbish.

  6. I bought a refurbished laptop from Curry’s which came with a years free KnowHow support. When the microphone failed, it was collected fixed and returned but took closer to a month than the week originally quoted. On return, the note said that when they were fixing the mic the hard drive had failed and had to be replaced. All my data was lost, and although they say they always warn of the risk of data loss, this was certainly not the case.

    The dvd drive failed recently so it was collected again for repair and returned in about a week. The note stated that the dvd drive had been replaced and they had carried out a general test to ensure all was well. The laptop would not even boot up.

    I dropped it off at a PC World Store for it to be sent off and fixed again – after 10 days I called to check when it would be returned, and it becamse clear no-one new where the laptop was. On further investigation it was still waiting at the store to be collected.

    I have now been given an estimated date of 30th December, and they have offered a loan laptop until then.

  7. I had the misfortune of purchasing a brand new Acer laptop from PC World in Oxford Street, London. I am self employed and need my laptop on a daily basis to do my work and earn a living. So when I purchased a brand new laptop I had an expectation that it should be working fine for a good deal of time before I start running into problems. Sadly not.. Within a couple of months I was unable to switch my laptop on any more. So I set off to PC World knowing that I at least have a year’s manufacturers guarantee and shouldn’t really have any problems. I was told my laptop can’t be repaired in-store and had to be sent off for repairs, which can take up to a month… Panic set in as I certainly can’t be without a laptop/pc for a month – how will I do my work?? The guys at PC World were less understanding of my dilemma. I was told, had I purchased their ‘Whatever Happens’ aftercare package for about £70 (I seem to remember), they would’ve happily given me a replacement laptop whilst I wait for mine to be returned. I argued that it is brand new and under warranty and I shouldn’t have to pay any additional warranties for a faulty product that I’ve been sold. They were still not having any of it and said that I was just unlucky as one has to accept that not all products can be perfect and that it’s the manufacturer’s fault and not theirs that I have bought a ‘dud’. So in frustration, I called Acer to find out what I am entitled to and what can be done. I was told that PC WORLD / Currys buy out the warranties on all their electrical products so the warranties shift from the manufacturer to PC World who becomes solely responsible for the warranties on the products they sell. In the end I had no choice but to buy and external hard drive for about £50 (the cheapest they had) to retrieve all my data and pay the Tech Guys another £30 for the honour of retrieving my date. Oh and I have to give them 24 hours to perform this task… So after about 20 days I got my laptop back and was told a new hard drive had been installed. A few months later, the problems start all over again and off to PC World I went again… (The laptop is now only 4 months old). Same story as last time all over again… I contacted Which? to find out what my rights are as this whole episode seemed so unfair and no-one seems willing to accept responsibility and help me with the damaged item I had bought. I was told that under the law the supplier has the right to offer me a repair up to 3 times before I can demand a replacement. It is of course discretionary and PC World knows this. I was told on every visit that had I bought they’re additional protection cover plan, I wouldn’t have had any problems with replacements, loan laptops etc. Even after the second month of waiting, when I got my laptop back (having been told the hard drive had again been replaced), it was still giving my problems. It still does. It is now just over a year old and on it’s last legs. I would NEVER EVER in my life again deal with these people or would not encourage anyone to do business with these people. I am perhaps not being objective, but a year on am still fuming at the whole experience and how I’ve been treated by the people who work here.

  8. Grandson had a similar experience to some of the above but with a better ending. He had a faulty DVD drive on his laptop, which went in for repair, but then did not come back. On chasing PCWorld repeatedly they reported that they were waiting for a large number of spares. Eventually, after 40 days and many ‘phone calls, they gave up trying to fix it and issued a voucher code to get a replacement machine. However, when grandson went to PCWorld to use the code, he was told that although it was a valid code but there was no money associated with it. Helpful PCWorld shop staff chased the repair team next day and eventually traced the money for the replacement laptop. This turned out to be temporarily out of stock. Nearly two months and 120 miles of trips to shops, grandson finally has a new replacement laptop. Shame its too late for his coursework. Won’t use KnowHow again unless it is absolutely essential for a warranty fix.

    1. to Replace a DVD Drive i very simple, its normally held in with one screw (I do say normally as there are a LOT of models and you would be shocked how much they change things!) and then you can push it out, you change the back part of the Drive from the old one to the new one and pop it in ..

  9. Mine is not a laptop issue but about the ‘knowhow’ service more generally, after Dixons supplied me with an item not ordered I found I had to ring an 0845 charging number to arrange a return, and then they demanded I have a whole day off to await the pick up. The staff were obtuse and unhelpful, with the company seeking to profit further from theirs own mistakes.

    1. firstly the 0845 number is charged at a local rate and secondly knowhow deliver 7 days a week, they offer delivery slots from 7am to 8pm and they call you the day before to confirm. also 30mins before to make sure your home. so i find it very very very strange that you had to take the whole day off work to wait for your laptop.

  10. My laptop stopped working due to no power, I feared the worst and took the laptop to PC World. The engineer told me it was the lead, so I purchased a new power lead for almost £50, I asked the engineer to test my laptop with the new lead, he told me I was very unlucky but my laptop was faulty, he quoted the £200 odd standard laptop repair cost. I asked for my money back for the new lead. I then took my laptop to a small repair shop, I was charged £39 for a new power lead which solved the problem. I think that the ‘engineer’ at PC World either did not know how to turn on my laptop, or he wanted me to pay for the repair, or maybe purchase a new laptop. I would not use PC World if they were the only repair company in the world. Take you laptop, computer for repair anywhere other than PC World!

  11. Ok so my laptop is 7 months old about 2 months ago i started having problems with the keyboard. When i press spacebar the letter p came up and vice versa.
    So after trying to contact the store by phone the operator told me they only had one number for Pc World and it was a 1890 number and that i couldnt
    contact the store directly so i get threw to KnowHow which told me to bring the laptop into my local pc world and that they would send it off to be fixed.
    Then it all starts….
    I Received a phone call from pc world about 3 weeks later saying that my laptop had been returned and that they could not find a fault with it
    so i asked the guy would he turn my laptop on and go to notebook and see for himself if the keyboard was faulty Which he did and agreed with me that
    it was defently faulty.Then he told me he would ring them and ask them what has hasppened.
    Twenty min late i get a call back telling me that they found that my laptop was liquid damaged and that my warrenty was void and that i should already
    know this because appreantly they phoned me to discuss the problem and discuss prices on having it repairedwhich did not happen.
    He went on to tell me that they had pictures of the damage and if i wanted to see them i was to ring KnowHow.
    So today i collected my laptop from the shop to find the letter that was sent back to me with the laptop Saying that they could not find a fault and i was still
    having issues i was to contact them on 08445611234 which i did and was invalid so i called the number i called previous.
    When i explained that my laptop was still faulty and that i hadnt received a phone call from them which he insisted i did and told me that my laptop had been liquid
    damaged and if i wanted it repaired it would cost 225 pounds so i said i couldnt affored that could he send me the pictures so i can see the damage myself.
    Shortly after i had a look at the pictures that were sent to my email.
    On fist glance i said ok it is water damaged as you could clearly see the liquid stains on the steel plating under the keyboard and the laptop was red just like mine.
    On closer inspection i noticed that it wasnt my laptop in the picture it was a totally differnt make and had a dimond patteren on it where as mine is plain red.
    So i phoned back again to be told that they had two pictures and that they sent me the wrong one by accident but that my computer was defently liquid damaged.
    I went on to tell him about the letter and the supposed phone call and the fake pictures and he told me that they were sorry for any mix up and that they
    want to take the laptop back to get a third party tech to take a look at my laptop after he told me it was defently liquid damaged and they would ring me with a quote.
    I still Havent received the received the real pictures of my laptop after repeated emails and the currier is due 30 december to collect the laptop and im wourried
    that they will try fob me off again with another excuse and leave me without a laptop for another month while they dig up another picture that looks like my laptop.
    Its my First time buying a laptop from pc world and will be my last time if this is the way they treat paying customers im so annoyed with myself for buying
    my laptop off them as i heard about the poor customer service befor but didnt think they would stoop as low as lien to people over and over again its sick.

  12. My experience is worst of all! I’m sorry it’s so long. Bought my HP laptop from curry’s/pcworld on new years eve 2010. In August 2011 the hard drive fails and dies completely, this got dealt with directly through HP who sent me a replacement hard drive through the post along with the windows and driver reinstall discs, this all took a month to arrive but i was happy after that. But then on the 25th of November my hard drive fails again! windows would not load or anything. This time however i lost a lot of important data including university work.
    i phoned up the same number as before but i got put through to the techguys instead of hp who refused to give me new laptop and insisted i send it off for repair and if i wanted the data recovering i would have to PAY £80!…so i did.
    For this i needed to take it to the store so i paid the eighty for data recovery and left it with them to send away, who told me to expect it back in around 10 days.
    3 days later a man in a van knocked on my door asking for the laptop i told him it was at the store. The repair centre kept on phoning me days after that asking me ‘do i want data recovery?’ twice in one day they phoned asking the same thing. It appeared nobody was writting it down.
    More than ten days had then passed when i phoned up asking for an update but got told there was a delay and they would be in touch soon. I would often pop in the store if i was passing to see what was happening but nobody in the ‘don’t know how’ team knew what was going on.
    the next time i phoned the call centre i got told that they tried to deliver it to me on the 19th of december but i was out and that it was now in the depot waiting to be delivered again, i asked the man on the phone is it repaired? He said no! He said ‘we attempted data recovery but it was unsuccessful’. And if i wanted it repaired i would have to rebook it in for the repair and have it sent away again. i found out from the store staff that data recovery and repairs are done in the same building but in different departments and that after the data recovery it would have to be sent back to the store only then to be sent back to the same place AGAIN for the repair, ‘no way around it’ they said! What a shambles! I was then assured it would be sent straight back the centre and i would have it back (repaired) by the new year….wrong.
    new year’s eve came, man at the door with my laptop (the store said the day before ‘expect it to come to the store not year address’!) hurray. I turned it on only to find it was exactly the same as the day it left my hands, same hard drive, same fault and no progress! 4 weeks and 2days! It had been sat in the depot for nearly 2 weeks.
    In order for them to do the recovery i had to send away my external hard drive for them to put my retrieved data on. I gave them this with my laptop when i first handed it over but they sent that back minus its usb cable! They lost it.
    4 weeks 2 days no progress what so ever. Its gets worse…..
    the day i got it back i went to the stores ‘know how’ department demanding to see the manager who accepted responsibility (because i was making a scene) and agreed to refund my £80, replace my lost usb cable and put a new hard drive in there and then. Which they did but didn’t get till the next day. By this time my warranty had expired it had been that long.
    It isn’t over like i said it gets worse.
    I turned my lap top on to find all the drivers missing and worst of all the wrong hard drive in it. They took out my 500 gig drive and replaced it with a 320 gig, I’m out 180 gig hear! So i went back again! that was today, i demanded the correct hard drive be put in it and SHOWED THEM MY OLD BROKEN HARD DRIVE WITH THE NUMBERS 500 GIG written on it i made that clear enough, and so a while later i took it home. I then checked the hard drive properties and it tells me theres a 130 gig hard drive in!!! I’m now out by 370 gig what morons! i have taken out the hard drive to see what’s written on it and sure enough it says ‘Hitachi 130 gig’ i cannot believe i have been messed around so much I’m going back tomorrow for hopefully the correct hard drive in my laptop. It’s unbelievable how they can get it so wrong. There’s more..I plugged in my external hard drive after getting it back and find a file on it called recovered 751422 with all my lost data on it..! They told me the data was not recovered, i even got a letter along with my laptop saying ‘recovery not successful’ but they HAD done it, so not only do they not know what they haven’t done but they also don’t know what they have done! They are useless never will i shop at curry’s again the top man at that place couldn’t even run a bath! You couldn’t make it up its laughable. No joke by the way all of that is true.

  13. Thanks for your comments so far. Please keep them coming. Included below is a comment left beneath the Knowhow video on the Which? YouTube channel ( I’ve pasted it below to keep them all together.

    andrewkingham says:

    I’m not in the slightest bit surprised by the results of this test. The entire Currys-PcWorld experience from start to finish is bloody abysmal. Their staff are so inept that they’ve had to resort to a PR offensive across the UK. The local Londonderry branch of Currys-PC World being possibly the worst tech shopping experience I have ever had. You really are better off just shopping online.

  14. I sometimes look in my local PC World megastore for a possible replacement for my ageing laptop. The horror stories described in “Do they have the Knowhow?” completely put me off doing business with them. Thank you for warning me of the trouble I could get into.
    Now then, what’s the alternative? Are there any good news stories?
    My ageing Dell laptop – touch wood – only once gave me trouble which I fixed by blowing compressed air into the gaps of the keyboard (the letter N was repeating on occasions) after studying Dell’s service manual for my computer on the Dell web site. On the phone, however, Dell had suggested replacing the keyboard. I upgraded the memory myself from 512MB to 1GB using modules from Maplin’s because the ones I had bought from Dell through their web site did not work even though the web site had examined my computer’s “service tag” to get exact model details. The point I’m trying to make is that on the whole I fared not too badly.
    What we need is more information on after-sales service and model reliability.
    Please, Which?, keep up the good work.

  15. PS to my comment earlier today on “Do they have the Knowhow?”:
    I then had a look at Which? Local. And guess what – my local PC World is rated 5 stars with 5 stars for value! They did manage to satisfy a customer with the purchase of a replacement mouse. The lesson is that even a recommendation in Which? Local has to be examined carefully.

  16. I was stupid enough to buy a Mac Book from them and under the warranty they repaired it with copy parts. I only found out when I visited the Genius Bar and they looked over it for me. They even forgot to encrypt the serial number to the new motherboard that they fitted. I will never shop at PC World again.

  17. I purchased a hp desk top computer back in May 2009 from pc world The first repair was in July 09 and everything was okay until Feb 11 when the same problem occured. It was collected and returned by the tech guys, as it was called then, supposedly repaired but it still had the same problem, it was collected again 7/3/11 unrepaired and sent back on 10/3/11 still not repaired and after a heated phone call a technition came to the house on 11/3/11 to repair it. Everything was fine until December 2011 when the same problem occured yet again it was collected by the knowhow people as they are now known on 29/12/11 returned unrepaired and with the cd/dvd drive and sound not working which were fine until they got hold of it on 05/01/12. It was collected again for repair and for them to rectifiy the problems they had caused on 10/01/12 and returned to us 12 days later on 22/01/12 with the cd/dvd and the sound working but the original problem still un repaired. It is now due to be collected on 27/01/12 which will be the 7th time it has been repaired but they will only own up to 5 because the 1st was in warranty and the 4th was when the engineer came out to repair. I pay £7.99 a month for this sort of service and on top of that have to pay for long phone calls because they are always so busy (I WONDER WHY). I don’t know how they have the nerve to call themselves knowhow it’s more like don’tknowhow. When you finally get through to speak to someone they make all these silly annoying comments that don’t really help the situation and when you tell them that this is the only computer you have (ie no laptop or fancy phone to surf the web with, yes I am over 50) in the house they tell you that you can track the repair on the internet, on my computer they have in their workshop!!!!! I think I will get a professional to take a look, it will be cheaper in the long run and definately won’t be signing up to any of the service plans in the future.

  18. In January 2012, i returned my laptop to Currys for a warranty repair. The Numerical pad would not work. I am currently attempting to get Currys Knowhow Engineers to repair the same reported defect for the Third time. Each time they return my laptop to me with the oringinal reported defect undetected.
    It is difficult to understand just how incompetent these people can be. I will undertake legal action if they fail a 3rd time. I have taken the first steps, by registering my details with Trading Standards.
    To the “DIXON RETAIL GROUP”, Public Relation Team. I know you read these blogs. Your Computer Knowhow Engineers, in the online division, are INCOMPETENT, UNPROFFESSIONAL, a complete EMBARASSMENT, to your company.
    QUESTION: When are you going to do something about these ridiculous low standards of customer care.

  19. i recently bought a sony laptop from currys to find after a few weeks it kept freezing, took it back and they said they would put my data on a disc, to come back in a week i went back to pick uop the disc and they had lost all my data on the disc pictures of me and my daughter, and all my uni work! …… i am fuming because they were so rude aswel, i dont know whether or not i have a case under the data protection act? anyone know anything before i seek legal advice!!

  20. I visited Currys / PC World at the weekend. I went to find someone to ask about a camcorder. Response was “Sorry, we only deal with PCs (PC World staff), you need to talk to someone from Currys”. Great service – have they ever heard of cross-selling?! I assume the relationship between the two only goes as far as sharing the rent then?….
    About 10 minutes later, when I’d finally found someone (there were several PC World staff hanging around which made it even more frustrating), they were very helpful although sadly smelled as if they hadn’t washed their clothes for several days.

  21. KnowHow or should I say Don’tKnowHow is one of the worst things that happened to me. I’m on a monthly plan which is 10 GBP per month. I’ve been having issues with them for over 3 month now.
    Initially I spilled some water on the keyboard, accidents happen… I have taken it to the store and they sent it off. Came back in two weeks but the keyboard stopped working after a few days again! Well okay, sent it off again. The laptop came back a week later and the speakers were dead. And the attached letter sarcastically stated “We have checked every bit for you to make sure everything works fine”! Yeah, right! So I sent it off for the third time. It has been over a month now and they are still “waiting” for new speakers from sony.
    The moral is: if you don’t want to end up with more faults in your hardware – don’t use KnowHow.

  22. I purchased an advent laptop from PC world in Sept 09 and it has been back to them under their ‘whatever happens cover’ 6 times for repair after repair. Last time it came back to me by courier we had complete data loss. The laptop went wrong again at the beginning of Feb 2012 and went back to the so called ‘know how’ team. It came back to me a week later, hadn’t been touched by ANYone and had been cracked and chipped on the back. I took it to my local branch and was told that the repairs weren’t done because it ‘wasn’t MY laptop!?? I can assure you I cannot afford anymore that 1 laptop so was furious! They are still telling me they will not repaiR my laptop as it has a different serial number to the one that they have ‘on record’. They are not even accepting responsibility for the extra damage that has been caused to the laptop whilst it was in their care! The ONLY time my laptop has EVER left my possession is when it has gone to THEM for repair!!! I am now left without any laptop and have apparently been paying for an insurance policy which is USELESS!!! ANGRY isn’t the word!! Trading standards here we come!

  23. all of the knowhow staff are all highly skilled. they have a national repair centre that is the best lab in the whole of europe. this repair centre covers the whole of the uk and processes around ten thousand units a week. they are the biggest and i believe they are the best. ten thousand units a week is alot of repairs. when you think about the amount of repairs a year verses the amount of unhappy customers, its about 0.00001% and thats an awesome statistic. but WHICH dont tell you the stats.

  24. I purchased a Dell laptop March 2011 with (Whatever Happens Cover) and in February this year it crashed & I was told it needed a new hard drive. I had to buy an external hard drive for £70 and was told they would retrieve my data (including photos & uni work) before replacing the hard drive. After a month I had a call to say it was ready to be picked up. Once I got it home I realised that none of the data that had been transfered onto the external drive belonged to me – I had been given someone elses data which included documents with personal details, videos, music, photographs (including pictures of their kids in the bath). When I went back to the store I was told that the serial numbers on the laptop & the external hard drive were correct but they could not explain who’s data I had or when mine is now. They’re not even sure if my data was ever transfered before they’ve installed a new hard drive. I am still waiting to find out where my personal photographs and documents have ended up or if they’ve gone forever. Have PC World ever heard of the Data Protection Act??

  25. Horrible and very poor service from knowhow. I bought a Sony Vaio in Dec 2009 and after 1 yr got sucked into buying their extended warranty (Whatever Happens club). Actually I had a wonderful experience with my previous Dell (bought directly from Dell) and their extended warranty. Dell was simply superb so I thought may be it will be the same but Alas!!.

    Laptop crashed recently on 3rd March 2012. Contacted knowhow. Guy told me if u need to recover your data then take it to PCWorld / Currys outlet. Took it to a local branch after work but the Tech guys had left. Called the service number again next day and was told the same that they shd be able to sort u out IN STORE. Took laptop to where I work but was told in store that they cant fix/sort it out in store and I was incorrectly told by contact centre. Store guys told me I need to book a service (which I could have done on day 1). Anyway he booked it for the coming Monday (so already 1 week after 1st contact). Laptop has been picked up last monday on 12th March. Store guys told me it will be fixed in 1 week and u will get it back 19th March. No update since then. Nothin on their stupid and useless tracking website. Called just now and they are now saying that store guys were wrong and for data recovery there is NO TIMELINE . Very unprofessional and contradictory information given to customer.

    DONT EVER buy their extended warranty under any NAME be it KNOWHOW or TECHGUYS or WHATEVER HAPPENs for any product. Just rubbish and waste of time. They should call their service FOOL THE CUSTOMER

  26. We bought an Asus Transformer last June from Dixons on line. Very much liked it. However, by February this year we had problems with charging, ie would not charge. As it is still under guarantee we are required by Dixons to use their PC World (KNOWHOW) service. We took the Asus to the Broadstairs, Kent, branch and was told that as it is under manufacturer’s guarantee they would return it to Asus who were very good in carrying out repairs quickly. We also asked them to download and preserve all data in case it got wiped in repair. We paid £25 for this service.

    After 2 weeks we ‘phoned the store and were told that it had not been returned. We asked them to check and let us know when the repair was likely to be done. PC World did not contact us. We again ‘phoned the following week and were told that they had been chasing Asus and would give them another ring and let us know. Again no call back. We telephoned yet again AND TO DO THIS YOU HAVE TO GO TO A CENTRAL NUMBER IN THE HOPE THAT YOU GET PUT THROUGH TO THE RIGHT STORE AND FOR WHICH YOU ARE CHARGED 8p PER MINUTE! Yet another call was made and I was eventually connected to the Broadstairs store and was told that it hadn’t been returned yet. I asked that they speak to Asus and was told that it is not possible to do this as they are far too busy to chase up customers’ enquires! DID I NOT REALISE HOW MANY COMPUTERS THEY SOLD EACH WEEK! THEY JUST HAVEN’T GOT TIME! I WOULD HAVE TO WAIT UNTIL THEY CALLED ME TO SAY IT WAS READY! We were also told that Asus was abroad and so they couldn’t ‘phone them!!!

    Having reached the end of our tether, we actually made contact both by e-mail and telephone with Asus. According to their information, they have no record of our Transformer being received by them. We are now waiting for Asus to take this matter up with PC World. GOODNESS ONLY KNOWS WHAT’S GOING ON! I ONLY HOPE THAT MY DATA THAT IS SUPPOSED TO BEING “PROTECTECTED” BY THEM IS STILL OBTAINABLE. I HAVE MY DOUBTS.



  27. I am writing to let you know about my experience with Knowhow.I have an HP laptop which I purchased in 2009 it has not been used excessively but in February this year I began to have problems with switching it on, it did it eventually but it took a lot longer than it should,I rang the Knowhow two for advice,I followed there instructions and then the screen went completely white so they said it would have to be seen in their repair centre and made arrangements to collect it.A week later my laptop returned with its screen fixed but still the problem of it taking forever to switch on , I contacted the Knowhow team again and they did more tests over the phone then said it would have to go back( It had only been back 3 days)While it was away this time a man range me to say they were replacing the hard drive and he would return the old hard drive.When it returned there was no old hard drive so I rang to ask where it was only to be told that they did not replace the hard drive they had replaced the motherboard .The next day I noticed the wi if was not working so rang the Knowhow team again, they asked me to do a series of tests then said it would have to go in again,they said that they would request a write off!I received a phone call confirming that a write off had been requested and to ring a few days later and they would be able to give me a code to enable me to go to PC world to get a new laptop, I rang three times that week for the code,on the Friday they said it had been passed to someone for assessment to be written off and to ring the following morning.At 8 am the following morning I received a phone call to say my laptop was being delivered in ten minutes!!!!!.When the driver arrived he handed me a letter saying you “know about this don’t you.” To which I replied “about what”. He said that the letter stated that I had spoken to them on the phone and that they had told me that they could not find a fault so were returning me my laptop, I had not had any conversation about this and was totally surprised by the arrival of my laptop as I had been expecting it to be written off,I switched it on and straight away the
    Wi if problem was evident ,so I rang the Knowhow team to tell them and ask why at 3.30 the day before my laptop was being written off yet by 8 am the next morning it was back with me in the same state I had sent it to them ,he told me that they could not find any fault,he then told me to do a few tests and then suggested restoring it to factory settings this meant loosing Norton and Microsoft office among other things,nothing changed apart from loosing data so they told me to take it to PC World I think they thought I was imagining the fault and that a man there would find that there was no fault,the man at PC World agreed with me that there was a wi fi fault and said he would send it back and again ask for it to be written off.I rang yesterday as instructed to find out if it had been written off only to be told it was being repaired ,I said that it was meant to be written off ,they said they had no record of that but would ask for a repair investigation with a view to writing it off and that I woul get two phone calls one within 24 hours and the other within 10 days to confirm that it had been written off,it got to 2.45 pm today and I had heard nothing so thought I’d ring them,they told me they had replaced the wi fi card and it was going through its final checks and would be back with me soon, not what I was expecting to hear so I told them again that I had been told it was to be written off.I then was told they would ring me back which I am pleased to say they did, it has apparently been passed to a repair investigator again with a view to writing it off and I should hear by Monday!! I am very doubtful that I will hear. by Monday and also doubt they will write it off.I am very dissatisfied with Knowhow and when this mess is sorted out I intend to cancel the policy and would certainly not recommend them to anyone.

  28. Hi There
    I hope you can help me as i am at my wits end. On the 2nd April 2012 i sent my laptop for repair to knowhow. The criteria was to send the laptop and the power cable. They returned my repaired laptop to me on the 9th April 2012 minus the cable, i asked the driver where it was and he said he didn’t have it and i should contact knowhow. I did this and was told it would be with me on wednesday 11th April 2012 and i would have to sign for it, so i took the day off work. No delivery was made so at 6pm i phoned knowhow again only to be told my cable had not been ordered and they would order it there and then and i would recieve it on friday 13th April 2012. No cable again so i phoned knowhow again they then told me it had been lost in transit and would definetly be with me on monday 16th April 2012. So again i waited. I recieved a call from a very rude man from knowhow saying it would not be delivered until tuesday 17th April 2012 and that i had accepted on the wednesday a good will offer of £15 Voucher (which has to be used in currys) for the poor service and basically what more did i want. I got very angry with this chap and told him just to make sure i got my cable. Tuesday came and went no cable again. Another call to knowhow (now spoken to 9 people) they tell me that its down to the courier who they have been having problems with(big company puts up with this? I don’t think so)and now they can’t tell me when i will recieve my cable.ARRRRRRRRGH. Who else can i talk to about this poor customer service because quite frankly i have had enough. Please help

  29. I Took my samsung DVD recorder into Curries after it stopped initialising Discs ( ready to record on ) & started stopping recording when it felt like it & freezing a lot causing me to lose just under a year of programmes i’d taped onto the HD , plus a bunch of other faults .
    Anyway , i Took it back with a week left on my warranty ( they never explained the warranty when i bought it, just tried to sell me extra rather than explain the 21 day thing when i asked about what warranty it came with ) , so Anyway they sent it for repair , i rang a week later to check up & it hadn’t even been logged for pick up, then after a month of waiting & getting stressed with them giving me the run around it finally came back, & they say samsung said they haven’t physically repaired it but instead just done a firmware update ( on a DVD recorder ? ) & say that because of that they haven’t extended the warranty ( they extend it 3 months otherwise ) , & now Curries want me to take it with no warranty or time given to check the so called repair worked, i told them im not happy accepting it without a time period that allows me to check its been fixed. The manager was very rude even laughing in my face & trying to belittlie me Etc when i said i cant take it on trust because it may not be fixed, yet he obviously doesn’t trus them otherwise he’d have no problem guaranteeing it for a week or 2 so i can test it proper.
    I advise ALL people to shop elsewhere … single worst shopping experience i’ve ever had, absolutely terrible customer service… they didnt return calls when they said they would, didn’t explain warranty ( especially the 21 day crap ), they couldn’t even be bothered loggin it in for pick up when i dropped it off, didn’t give me a print out when i dropped it off for repair like they’re supposed to, staff seem clueless & manager was very rude & dismissive… AVOID Curries .

  30. well where shall i start , buying the laptop cash in january 2012 for my son this hp laptop 379.99 developed a screen fault i took back approx 8 weeks after end of march anyway laptop was sent away for repair big mistake on my part this laptop came back with more problems than it went with various keys would not respond in different parts of the laptop 4 keys spaced about on keyboard so i took back only to be told week later that water damage has happened was given a address to write to gerry perryment so i did that got phone call from a woman not gerry perryment saying its water damaged not there problem saying can i claim on my house insurance (fraud )in my eyes as i still say laptop was damaged in there care so was advised to go into currys to speak with manager another useless trip anyway i gave in i paid £50.00 for it to be sent away for repair i got phone call on monday tea time saying it would be a further 32.00 and can i ring up know how wih card details anyway on tuesday 1st may 2012 i was rang by currys to come pick my laptop up my sister went in with my documents they didnt look or read gave her a laptop that belongs to someone else that has paid for a data recovery operation to be done i rang currys saying not my laptop i asked to speak with a manager gave my number got a call back off the young sales person that gave laptop out so easy saying can i bring back in < i decided not to till a manager rings me they know i have it why should i put there mistakes right to easy wonder where my laptop is ? so currys cheetham hill i have a laptop that does not belong to me what is your excuse for not lookin g after some one elses laptop in your care , wonder what my rights are now .

  31. Hi, I have just spent another 3 hours on the phone with PC world Customer Services and Technical Support. I’m now returning the PC I bought, and have requested a refund. They shipped me a PC with a damaged motherboard, the wrong software and the wrong keyboard. While I can’t fault the technicians for their courtesy, patience and willingness to help, it took several sessions to establish that the motherboard was faulty. When the first thing you have to do after starting up a new PC is run a recovery programme, surely that’s a hint that there’s a problem??

    I’m also not to happy with their Sales Team who told me that for £60 they would arrange for a home visit from Technical Support, which would include data transfer from my old PC. Their Customer Services team told me that PC World NEVER offer data transfer on a home visit. Sales Team also sold me the wrong software, which caused more problems.

    What is really shocking is that PC World would rather lose a sale and a customer than pick up the tab for putting the matter right. I’ve lost hours of time trying to get this PC to work in the last two weeks, and they just don’t care.

    Now I have to find someone to sell me a PC that works, at a reasonable price. What a mess.

  32. Hi, just discovered your weblog through Google, it seems to be fairly helpful. I am going to keep an eye out for more on this site in future.

  33. hi there

    seems techguys,pcworld,careplan whom ever they are (they have used all three names during my repair) like righting things off i bought a brand new hp dv7 which developed a fault 1 week into its life the bottom plastic shattered YES shattered so i took the laptop back and the good old games begun there tracker did have a return date on it of 1 week from the 20th of april so that date came and went so i called them up as it said we need a catch up so gets on the ohh yes sir ermmmmm we are wait for parts i asked politly it is only 1 part that is require ohh no sir your computer requires a front besel an bottom platics and a screen ERRRR no when i sent it for repair the front was fine the screen was superb it was only the bottom plastic that their was a fault with so this goes on and on and on to get passed over to the customer services department whom do nothing but say we are really sorry etc and then give me a date for parts to arrive again this date comes and goes so once again no return contact so makes contact by phone once again to be told no parts yet still waiting this phone call is repeated for the next until on friday the 21 day period is up and they turn to say ohh yes sir you can either keep on waiting for parts of which we have no idea of an arrival date for or write you laptop off for a new one so i say yeah ok go ahead and replace it so all the forms are filled out over the phone great gets a phone call on sunday yeah sir your new laptop is ready for collection so i am thinking to my self great that was really quick to get to the store to be told ohh sorry sir we called you by mistake your code is here but no active as yet so i ask what are you going to do for the waste of time and fuel for my journey ohhh phone care plan in the morning (monday) which i do to be told ohh yes sir the code is here but has not been valued as yet and please take up the issue of the faulse call with the store.

    Where does this end i think pcworld and the cohorts need to brought to the table and asked why is the service that they provide with our money and trust so shodey and also why is there internal and external communication so poor so much “we will take care of you”

  34. I feel like an idiot for not reading up on this problem now, I sent off my HP DV6 for repair for a screen fault, I thought, its got some warranty left, may as well use it. So I hope nothing bad happens, but I’ve given up hope already, but if it does come back fixed, I’ll eat my words. But the store manager best be ready for a stern talking too if something has happened to my laptop, apart from the screen fault, it was in perfect working order. So if it comes back with different faults, I certainly ‘knowhow’ it will end for them.

  35. Purchased refurbished Dell from Curry’s in February. Screen kept crashing returned for repair. Fantastic service, collected from my house as I don’t live near Curry’s and delivered back a week later as promised. What more could I wish for – if only! About 3 hours into using the computer same problem. Lots of e-mails later machine taken away again delivered back the next week, few hours later same fault occurs. Another e-mail sent off with more photographs of fault. The saga continues…

  36. pPurchased notebook Aug2011 and one of the hard disks failed Apr2012, still under warranty. PC World want whole notebook back and can’t even tell me when I will get it back. They also want £750 for data recovery. Support in store and know how phone service is unbelievably poor. Local computer shop can fix inside 30 minutes and only £30 extra for data recovery. Warranty not worth a penny and don’t bother contacting HP as they will pass the buck straight back to pc world. Even took the faulty disk out for them to send to Newark and they still wouldn’t take it.

  37. I am shocked to read about the problems above. I have never had a problem with my local knowhow. I have had 3 laptops repaired , each sent away. Two dekstops fixed in store. The staff are helpfull and always happy to help. One complaint i have is they seem a little under staffed, espacialy in the knowhow bar wich seems to be very busy compared to the rest of the store. One thing i was taught at school. BACK UP YOUR DATA. Its YOUR responsability no one elses ! Even if your laptop goes faulty no one other than yourself is to blame for not backing up ! this day and age there are several good ways to back up and i can’t belive some of you are that stupid you dont do it ! RANT OVER.

  38. I own a dell laptop, under warranty and the touch pad/corresponding mouse buttons stopped working. I went to my local store, KNOWHOW explained as it was a Dell it had to be sent back to them to fix the problem – not ideal, I think, but okay and I am given a 14 day turn around and they would be in touch, 14 days pass and I dial the number on my receipt (0844 – call centre) to find out what is happening. First piece of bad news – they do not recognise my ‘eclipse’ reference or my address. Eventually we get there, the girl chirps that it’s with dell and the store would chase for an update. I hear nothing – 21 days have now passed, I phone again. They still don’t know where to find my details. Again, the guy contacts the store. I’m on hold around 5 minutes and when he comes back I’m met with a sheepish “I’m really, really sorry but…” turns out my laptop is still sitting, untouched and broken in the store. Apparently Dell haven’t picked it up and cancelled on 2 occasions. This guy bashes Dell some more and tells me that on day 29 I am entitled to a free replacement as they only have 28 days to fix the laptop. NOW, is this right? Do they only have 28 days? Do we have a contact or a complaints procedure in place for KNOWHOW/Pc World?

  39. hi, i bought an hp laptop at currys in liffey valley Ireland on end of the year 2011, after a week the laptop was not booting up, so i went to the shop, they gave me a number to call, i called and they says no problem take the laptop back and get it replaced as it’s been only a week old,
    i was happy with the service and i thought i would upgrade and get a better one by spending some more paper, everything was going great,,, few month later i was given some assignment to do from college, i was positioning the screen position to start, and boom there we go a defect, when i move the screen there is a luminous hp logo at the back that presses to the back of the screen, same like when U press a finger to the screen, dont know how to explain this but i think u know what am saying,
    back to the shop, 2 choices, leave it in shop or take a phone number- call and they will pick it up, so i thought it simpler leave it in the shop to be repaired, the guy working their said 20 days max, 18 days later i get a message by knowhow- that my laptop has just been picked up from the shop and i can trace it online with a ref num.., i go back to the shop and they says its not 20 days max and he thinks it should be ready in few days, 12 days later i get a message ur laptop is ready to be picked up from the shop, i went there, and first thing i see is a scratch on the metal cover of the laptop, i open the lid a second scratch near the power button, turn on the laptop and see if its fixed and its still not fixes, and he said the top screen part has been replaced, i look around the laptop and there is few dents that was looking really bad,which i think was made by a screw driver while they was replacing it, the manager of the shop said i will take some pictures and send it back ti be fixed, so 30 days, suppose to be fixed, but came back with more problems, i was really angry but there was no point of being angry at the guy in the shop, he was just doing his job, if anyone knows what should i do, to get them to get serious with this, should i make a complaint or something?

  40. I’ve worked in IT for a number of years for various large banks and engineering firms and it never ceases to amaze me how gullable the general public is when it comes to the Dixons PLC empire. Really, you may get a good deal on a computer(i’ve never found this to be the case, though), but when it goes wrong, this is pretty much the last place you want to take it to to get it fixed. If your going to buy Dell, HP, Lenovo, Sony, Apple, then buy it directly from these companies and bypass this nightmarish organisation.
    Each of them have a vastly superior customer support service.
    You’ll probably have to send it away to get it serviced unless you purchased an enhanced warranty service, but you’ll be sure that it will get serviced by somone who actully knows what they are doing and you will get it back sooner rather than later.

  41. Sent my laptop off as it wouldn’t switch on, and when it did it would just get stuck on the windows start-up screen. I thought no problem they know what they’re doing. I constantly checked the new “repair tracking wheel” which was never updated at stated that it would be at every step of the laptops repair. I rang pc world and asked them they said not to worry the laptop had been taking to the repair centre in Newark and would be completed in under 10 days. The pinwheel still hasn’t changed. And I’m still waiting on the delivery of my laptop. Roll on the 21st day when I can demand a replacement laptop!

  42. This started last year in 2011.. only had my desktop 2 years and started acting funny. so i sent it off . they later confirmed it was a power fault. How ever after two weeks they sent it back stated it was fixed. when It came back by there Currier it was completely smashed .. Bit’s of plastic all over the inside of the case they sent back. So i dint signed for the parcel like most people do when they don’t revive the good’s properly as it was sent in the condition. It was sent back to pc world Newark on Trent knohow. Instead of them sending a total new pc back they calmed they repaired it and its on it way back under a week. Took about another week.. with in a few days it started acting funny again.. so i sent it off… confirmed again another power fault. so they changed the power supply. upgraded my graphics card and i asked if they go it sorted I pay for ram upgraded’s also. Well after two weeks they said its been fixed again said it was the power supply being faulty and replaced the parts.. also upgraded two new crossfire H 6890 2 gig ddr 5 ram graphics card 2x and upgraded the ram to 1333mhz ddr2 8 gig of ram maxing the system out. well when I got it back the pc was fine for about 3 months. It got sent back in end of March this year (2012). Well its being going back and forth for a while now. Knowing they said its a power fault parts have been replaced . I asked them two weeks ago to test it in the shop before i take it home. The assistant for knowhow plugged the system up .. NO power it was dead as a brick, tried another power supply . same again sent back of, according to there systems its only been sent back on the 9th july 2012 and wont give me a replacement machine knowing all the parts and my mother in her 60’s is still paying for it because I’m not the only person in my family using this pc. She also been paying knowhow per month to fix this pc, and there not doing it… its taking so many times and so long for them to fix it and it still not 100%.. the money they have wasted on it they could have built me a brand new pc 4 times over easily. How ever they said if its not repaired after 42 days there going to send a voucher off… again i think this is disgusting because we wont get the full vaule of our pc with upgrades it be something like 400 quid knocked of the new pc. And not the money back we have payed out for the upgraded which we dint need and not the full money back for paying knowhow to fix if it fails.. Personaly I think knowhow ( techguys ) are still the same they should rename it to KNOWFUKALL. I angry with the whole company as I swear its a company still running aiming to defraud customers and rip them off there own earned cash and rob them further with all the contracts. No one online news review I have read gave them a positive feed back and defiantly no one told me they got a full refunded or brought out a whole new pc and cost them nothing for it in replacement. This isn’t the first pc we got of them and we will never get another. this pc is the 3rd after so many problems we have had since 2003. Couple of mates of mine as were in the IT sector studding for CNNA. even they think pc world must build pc’s to fail, or already preset software with vrius’s / malware to bring the systems down after so long just so they can claim its fixed or con you out of more money

    1. That dose sound really bad. Desktop PC, never be scared to Fix problems yourself, hardware wise its just Logic thinking. Upgrading is Very easy, and to have good Brand Name parts is a Must. Some Cheap Brands are Cheap for a reason and you can notice them (I dont like INNO, 3 cards from them and all died dam quick).
      There are a lot of computer persons out there if you tell them what your budget is, and what you want it for they can spend your money and get you the MAX out of it (but tell the truth about gaming, i know my sis never plays games!! lies) [Toms Hardware is a bible for a lot of things Graphics cards its a Must]

      As for the Spelling .. well we are all Human and ignore people who say other wise.

  43. KNOW HOW IS A RIPP OFF !!!!!! they dont repair anything and the bloke that has failed to fix my laptop 8 times cant even spell his own name!!!!!!!!!!!. When i handed it in last they had told me after spending 300+ quid on insurance i could stop it instead of allowing it to be rolled on an as it had been booked in before that date it was covered. ive just been told that there sending it back and there not doing anything to it because the insurance has run out.

    it says in my policy your covered for system restore and data retrieval which the manager at leamington spa currys laughed in my face and walked off in a smug way as he wasnt trying to get money off me anymore.

    There sending it back it doesnt work and it cant even connect to the internet as they have lost the software/internal adapter.

    the kid in the shop has more knowledge about computers and couldnt understand why it had even been sent back in the condition it is in.

    what makes me laugh is it has been sent in because it doesnt work and they have replaced the key board and given me HALF a new charger (no plug) how does that help me? i still cant use it lmao !!!


    1. Thats bad, Poor managing.

      Im shocked it got out like that, I did think they had QA test that run the HDD Graphics Sound Internet and make sure its all working. If any thing isnt, its sent back to the Repair guys, a Screw missing, a part not noted down or a part missing (easy to lose a Power Pack with so many repair guys about)

      Maybe the only time they cant test every thing in window is when its Password Protected, I could get in to DOS and type the keys and load up windows and move the mouse around, near the sounds on the PC when booting. But other parts are within windows, can make sure its working hardware wise with Linux Bootup. You do also get people who take out the HDD what makes it harder to test windows, all can do is test things under Linux that the Laptop can talk to all the hardware.

    2. I’m interested to know what manager that was as all managers in Leamington Spa are aware that Data rescue is covered by the Policy?

  44. I’ve been crying like an idiot today. This is the 3rd time I have rang knowhow without any progress.

    It all began when I damaged my headphone jack and cracked my case right near the charging slot. My laptop was working perfectly fine in that there were no hardware and software issues. To me the repair seemed straight forward so I gave my laptop in without a second thought.

    I gave in my laptop on the 6th of July but was told that it would be sent to their repair centre on the 9th. I was told it would take anywhere from 7 to 10 days. I regularly tracked the repair online and on the 7th or 8th day they updated the progress with something like: ‘while we try and stock 95% of all parts…’ Basically they didn’t have mine in stock. They said they would be in touch if there was going to be a delay. Sure enough they left me a voice mail saying there was going to a delay.

    Last week I rang to see what was going on – it had been 3 weeks, I had every right!! They said they were waiting for Acer to dispatch the upper and lower case and had been for ages. I was so disappointed, why is it taking so long. I was scared that they have damaged my laptop or something and are not being honest with me. The repairs themselves do not require the technicians to start my laptop up, but I left the guest account on just in case. Its been 4 weeks and 2 days since they have had my laptop and nothing has happened.

    With the delay already I don’t see me getting my laptop back till the end of August, which is so disappointing. I wish I hadn’t gone with the service, they money gone out of my account every month does not justfy the cost or repair itself – my laptop was functional, so what if it had a crack near the charging slot? So what if the headphone jack was faulty?

    I rang today and they told me the exact same thing as the previous times – we are still waiting for the parts. I also emailed them to save on having to call their number – no reply.

    I’m worried that when I do get my laptop back that something will be wrong with it… Like I said it had no hardware problems so I am pretty worried. Especially after reading the comments here.

    I told them I would wait 1 more week and then ask for my laptop to be sent back – but I have been waiting for so long and I don’t want to give up!

    With the long wait and still no progress on my repair I have to say that knowhow are the worst service ever.

    1. That is Slow, some older systems that dont come in that much may not have all the parts.

      As for the Fix, should be just a Simple ever replace the Jack Socket or get the Part out (i would replace it as might of damaged inside 50p from RS) as for the charger point would mean a new Bottom case, moving every thing over. And would have to boot every thing up, they might of damaged some thing in moving things over (Personally i dont like it when they say WE HAVE FIXED IT and never happen again type of comments KnowHow do, can be bad parts any were down the line, if it dies from that part being placed within the year it should be fixed again for free, personally) and they have to check every thing again, if you say deleted the drives to the web cam for some reason then they have to reinstall them to test them to make sure they didnt do it. You do see a lot of MalWare on peoples computers, and personally I would like to take them off (and would love to upgrade ram but was told couldnt as people moan that it didnt come in with that!)

      I do think they should of Checked to see if they had the Part (bottom case) instock before sending it off to Repair, and when they do get it in stock tag it for you and you send in the laptop and get it sorted.

      Also suggest Saying the Tech Name and your Job Number

  45. Well, I can tell you alot about this company PC world and Currys, Beware of the Techguys now changed too KnowHow? Do you like being Ripped off? I know i don’t want to be ripped off, well if you are buying a new computer they offer you add ons be warned you don’t need the extra crap they are selling you.
    They will offer you to buy an AntiVirus worth £29.99 you can download free Microsoft Secuirty Essentails just as good and yet it free.
    They offer you Microsoft Office 2010 for £69.99 buy Norton AntiVirus or Mcafee for £99.98 you can buy all these’s but you can all this for free
    Download its free just as good as the rest
    be careful of there after care service called.
    WhatEverHappens, what you get for this well 21 days repairs and a free yearly Healthcheck and accidental damage,
    well you get 12 month manufactures warranty for 12 months and basic online support so no need to buy 24/7 or techfriends because there are people all over the country who can remove all or setup ur computer for a small fee, i can tell you what they are offering you is rubbish if you went to the stores they will selling you anything to gain extra bonus.
    Did you know there’s about 98% of the Techguys or Knowhow Technicians am not even qualified, some don’t have Microsoft Certified certificates or Comptia A+ quantification these people are self taught they just learnt the basics at home or in there spare time, Now would you have someone mess with your computers who aren’t even qualified, well they looked at mine 1 month ago, they deleted all my personal data which i paid for them to backup to my externals hdd they charged me £90 and they reset my computer and gave it back to me
    My daughter computer home work was deleted my work and photo wasn’t backed up all they did was restore my computer, so all my family have lost my whole history and files in seconds i did manage to back up some stuff to another exteranl harddrive but when they charged me for data recovery they wanted to make me pay a further £80 they said they would send off to another store or locations.
    You been warned keep away from currys and Pcworld they aren’t qualified and don’t have a glue about computers. If you need a reliable repair engineer look around before hand, there are many so please please don’t but anything currys they will rip you off and loose your files
    from keith

    1. What is it with you! all your comments seem to be is “learn to spell”, should be “Learn to spell, before you rant and rave.”. The bad point of that is that I am Dyslexic and I have to tell you about good English.

    2. There are a Lot of FREE Anti-Virus out there, and suggest reading up on them, PCWorld are SALES after all and need to push there goods over free ones. Myself I dont use one for 3-4 years now and no virus, sharing sites, fake emails and xxx sites are were you mostly get things like virus from, dont do them. Malware is a tricky thing they try and download or scare you in to think –VIRUS– DOWNLOAD now.. dont do it..

      You can get a TRAIL of Office/Nortons but not for FREE there is Open Office and AVG if you want free software.

      Suggestions on Backing up, Back up when the Computer is NEW and NAKED. Also backup when you feel you have all the software you want on .. MS Office etc so you have a POINT of call to go back to, personally I sooner burn these to Disc and keep it safe out of the way.

      What did you send your computer in for?

      as for MS Ceft thats more about using MS Software, I did electronics/computer and Microelectronics are Uni to better understand the internals of the Computer. The PC was designed by IBM, It is called a IBM Comp, MS is just the OS and even that DOS was brought off the guy across town and GUI was designed by Xerox. I also did History of computers, Apple, IBM, MS, Xerox, Intel, Fairchild and AMD etc like to know who runs them and how they got were they are and whom they are buying up. Fairchild had Intel and AMD come out of it and Xerox had 3Com Adobe and the GUI system come out of them. IBM only invented the PC because they didnt like Apple becoming bigger and the PC was bits they got from some shop like Tandy (guess Maplins would be on par now)

  46. i bought 2 notebook laptop nov 2011, I was sold knowhow premier insurance, they told me anything goes wrong with the machines they would repair them in 8 days, GREAT, one of the notebooks got stood on a couple of weeks ago and sent off for repair, it took 12 days to come back to me, the screen was changed as it was cracked but the frame around the screen had been straightened by hand then sent back to me, I was not happy with the repair as the frame around the screen was still buckled and dented, and it was sent straight back with a request of a right off which was advised by rob pc world staff at the swansea store. 10 days have passed and I went to my local pc world store to find out what was happening and i was told they were sending it back to me as it is, as its only cosmetic damage, I was not happy with this as i pay £14 per month on 2 notebooks, the insurance does not cover cosmetic damage, if I was told this when I was sold the insurance that it does not cover this, i would not of taken out the insurance, where do i go from here, i have lost all faith in the insurance and do not want the noteboock back until it is repaired to a satisfactory condition,if i had a cradh in my car i would expect it to come back with no dents not just made road worthy, as they say the cosmetic damage dont effect the running of the notebook,

    1. The common thing with Screens is the Bezel (the bit that goes on top of the screen) it has so many teeth going around and when you pop it off you get a cracking sound, personally i check the teeth (always upset if i break any, think knowhow should take that in to case, that some times you might make a error and crack some thing and stand up and say sorry) but to take off the bezel its best to use a tool a plastic wedge that you poke under the screen side, always take out the screws tho, so easy to think it only needs a bit of a push, but its biting for a reason.

      It dosnt cover cosmetic damaged :( i find this upsetting too, but if the TECH GUY broke it mm. For one they should say what state it is in when they get it (maybe best to take PHOTOS of your Laptop before sending it off, a video would be ACE)

      As for electrical insurance on PC/Laptops I personally wouldnt bother, a lot of things are just SCARY to look at but easy to fix, the bad point is when it dosnt fix it people panic. I know for me I can get stress out if some thing isnt working for myself but if its someone else I am ok and can think how to sore the problem. If you are to scared or dont want to give it to a someone young to fix it as make kill it more, Locale shops are just as good (forums online tend to say BUY a new one or someone telling you really how to kill it more, I’ve been there but I didnt follow them)

  47. Me and my husband went to buy a surround from currys on ashton retail park on the 13/09/2012 we got a lovely looking one whch has already been repaired by another customer we was humming & harring then we decided to see if another store had the same one new, the lady said yes oldham so we went straight there while she said she would keep ringing them to hold it for us we got there they didnt have it so back to ashton we went and eventually bought the one from the shelf which has no box or instructions & no remote “we’ll order the remote to store, staff said “okay we was fine with that!! got the product home no power cable go back to currys they couldnt find it yet it was there before closing last night,we’ll order it in aswel, i am so annoyed that ive spend £179.91p on a surround i cannot use until monday (thats if it turns up in store) i will not be shopping there again this is wrong they offered no price drop on the product and no appoligy disgusted i am.

    1. Hey Kym, I have just read your post. I work in the Oldham branch and Surround Sound systems were my section of the store (Until today when I moved onto PC World)! Can I just apologise on behalf of both Oldham & Ashton stores respectively for the inconvenience you have had with us.
      I have dealt with a lot of problems where parts are to be ordered in and it is a real pain sometimes when the supplier let’s us down, ultimately meaning we let you down. I usually phone the customer to give them regular updates when there is a problem – something not many (from what I’ve read above) do.

      If you do ever need to purchase anything from us again, come to Oldham store (on Elk Mill) and ask for me and I will do my best to help you where possible, because I hate seeing people having a bad experience! –

  48. i broke my laptop screen and knowhow repaired for free as i had insurance but after i had got it back, there was a number of issues with it which were caused by them. after i noted down the issues i had it repaired by them again. after that was fixed i still found problems like my earphone jack was no longer working so now i’m going to get it repaired again but hopefully, this will be the last time

  49. I had a problem with tuning in our new t.v. as well as losing sky channels. One of the assistants at Currys in Berwick called DION took the time to explain in detail as well as drawing diagrames for me ,he was very professional, gave quality time, nothing I asked was a bother to him ,I can only take my hat off to who ever trained him , and sincerely hope `curry`s recognise this young man is one in a million , some assistants I have met in other places can not be botheed it is a job and thats it.This young man has a passion for his job.well done DION. elsie & john dixon.

  50. Purchased an HP Laptop about 18 months ago, but because of severe illness didn’t get to use it much until recently. I have now just been supplied with my medical records on 2 discs, but was unable to play them which is not uncommon apparently with the NHS. Went to my local PC World in Salisbury, explained the problem to Paul the manager who then got his Tech. Tom to look at the problem and within half an hour of me browsing the store, the problem was fixed.
    Well done, 1st class service, thank you very much. I will be back soon to buy a laptop for my wife’s birthday and look forward to a similar service.
    Yours, Mike Smith

  51. Horrendous customer service. Have wasted a day and a half waiting for an engineer. The first time we were not given a four hour slot as promised and were not contacted until late afternoon to say they would be with us at 4.30 on a Saturday afternoon. We needed to be out at 5 having waited in all day for them. We tried to rearrange but this was a farce. We specifically requested Saturday but were given a Wednesday so we had to further rearrange. The engineer was due to be here between 7am and 11 this morning and we are still waiting at 2pm with no courtesy call to say they are running late and no apology. Two calls of complaint, no one can get hold of an engineer and two wasted Saturdays waiting for someone. Not happy and unimpressed with the lack of customer care. Would not recommend. A formal written complaint will be submitted.

  52. As a recent employee of this company I can put a few things straight here for you. Due to past problems with customers items and data, Knowhow in-store is limited as to what we can do. Most repairs have to be sent to a central repair centre. Therein lies the problem. There isn’t a daily collection or courier service from the stores to the repair centre so we can wait anything up to 4 days for an item to be transferred from one location to another. Then we are at the mercy of the manufacturers for spares and may have to wait anywhere up to 30 days to obtain these parts. If the customer has purchased the Whatever Happens Premium service plan they will (rightly) expect a maximum turnaround of 7 days for repairs or replacement of the product with new. However, they will have a long fight on their hands to have this promise fulfilled. The other thing about the company is that they have cut their profit margins so fine on the actual products that they are no longer making money selling the actual electrical goods and need to sell the “add ons” like cables, stands, antivirus and cloud and of course the care plans in order to pay their staff the minimum wage and maintain their high street presence. It would be fine if they actually gave the customers a service that was equal or better than the promises made in their advertising or care plans. If they provide a great service and solution to the customer then the customer may be prepared to pay that bit extra for the experience of shopping in-store. If the customer is unwilling to look at the “add on value” then they would be better off buying the product on-line as the staff are assessed purely on their sales of these add-ons and not on the main products themselves.

  53. I have bought many Items from Currys,in the past three years alone a fridge,cooker,freezer,and washing machine and now another cooker and every time I have had a first class service along with the products you could not get a better service anywhere else,and dont forget my Pro-Master bread machine which I bought about seven years ago and is still on the go. Please keep the shop going as I like to brouse rather than the internet. Many thanks to you.

  54. excellent service from my local pc world.bought a blackberry playbook and i damaged the charger pins on the playbook,had to send it back to blackberry who wanted to charge me £77 as its still under the 12 month guarantee they said i would still have to pay the £77.pc world have been fantastic and sorted it for free

  55. Thank you 61 Louise ( PC World Tottenham Court Road Branch ) for dealing with my printer problem. You changed my terrible day! into a very happy one. God Bless.

  56. Dead hard drive on my refurbished macbook pro (10 months old) and Currys say it will take 28 days to replace it. Or if I bring in my own it will be £20 + £50 to install Lion. If I try to do it myself it will void the warranty…apple won’t fix it as they pass refurb issues to Currys. Wish I had known that, I thought apple would fix anything that went wrong within the year. They could have done it on the spot and nearly did before checking with a manager, damn!
    Avoid Currys.

  57. Just been back to pc world beeston nr leeds to pick up my laptop after a hard drive failure nad it required a replacement. I was told it would be ready saturday only to find that it wasn’t ready as the guy who was fixing it hadn’t been in for two days. The girl from knowhow tells me it will be ready tomorrow and i’ll received a phone call and that it’s ‘literally on the bench now’. The next day I miss the call from knowhow which was a private number, so no way to call straight back. I called their 0844 number so I could speak to a machine which is always a bonus, only to be told my reference number doesn’t exist. So far so good. It’s at this point I go all the way across leeds to go to the store assuming the job had been done seen as the reference/job number had been closed down (i’m guessing that was the problem). When I get there I wait 15 minutes to be told its not done its just installed windows and the man seeing to me also needed to place some drivers on the computer so it’s usable. I quickly inform him that wont be necessary as I know what i’m doing unlike him who then tells me it hasn’t installed windows but nearly has. So after another 15 minute wait it appears that all the installation of windows has been rolled back and he doesn’t know why and the lad who originally served me will let me know in the morning. Avoid a laptop repair service that can’t change a hard drive and install windows like the plague as they are in a nut shell, s**t

  58. PC World set my 2 laptops up, but did not give me the generic password, I have tried currys123 and other obvious ones but no good, as usual call them and get an answering machine, 2 frusterated kids, any ideas?

  59. Had a torrid time with Curry’s Belfast recently. Spent £599 on a brand new ultrabook which failed after 3 weeks. Sent it off for repair and what followed was 6 weeks of me having to chase KnowHow for updates on what was going on. Got no firm dates on when the repair would be done, what was wrong with the laptop or anything. After 6 weeks I was eventually told that I could continue to wait, or ask for a replacement.

    Obviously I took the replacement option and went to the store ready to get a new ultrabook. Except that they didn’t have any in stock, so I had to wait another week for that to be delivered. So I finally get a new laptop for the value of what I paid for the original device, only to discover that 5 days later they dropped £150 off the price of the bloody thing.

    Furious doesn’t even begin to cover it.

  60. Stay away from PC world/Currys Trafford Centre Manchester and avoid Know How scheme altogether. I bought my son a new laptop/notebook in October. Price quoted was apparently net after a cash back was claimed from manufacturer.Never told that this must be claimed within a very limited time period. When attempts were made to claim the £150 cash back on line (as told to do so by Pc World) the model was not referred to or available for cash back. Complaints have resulted in simply being referred to the manufacturer who in turn say it is an issue for the retailer not them. Within 7 weeks of purchase both hinges on the notebook snapped/ broke off. When referred to Know How (as Premier Insurance Scheme had been obtained at time of purchase at considerable cost) Notebook taken away with guarantee it would be repaired and returned within 7 days. No temporary stand in computer was provided despite this being part of scheme. Today, 3 weeks after the computer had been taken away, it has not been returned. Telephone enquiries/ complaints have simply resulted in being told a week ago that we would be entitled to receive a new one as they had failed to comply with 7 day guarantee. We have heard nothing since.
    Today I (admittedly stupidly!) bought from same branch a new Samsung laptop for my daughter. Once again we were persuaded to buy all the extras( plus top level Know How Insurance scheme) which according to postings above we could have obtained for nothing and paid also for computer to be set up by the store. My daughter took same back with her today to University. She has called me to say that it has been freezing constantly for the last 6 hours! Do we refer the problem to Know How?
    Both my son and daughter who are University students are unable to do any significant work and are more than frustrated. I am more than angry.

  61. ah, Currys…
    before they merged with PC world, I used PC World to help me when my first laptop died. They were helpful, competent and set up my new laptop quickly and efficiently. Currys on the other hand…when I dropped and broke the hard drive on my old laptop, I realised I had taken out a policy at PC World and took it in store. They tried to get it going, then informed me it needed to be sent off to recover my photos etc, but my policy covered it. A week later, they rang and informed me my policy did not cover that after all. When I went to collect my computer, the staff were rude and unhelpful, keeping me waiting over 15 minutes, and they somehow managed to loose my charger too. I have to say, the store manager was helpful and supplied me with a free replacement charger, but over all, not impressed. Foolishly, I thought it would just be PC World…so when my oven broke, I ordered on online on December 28th. I ordered installation, as me and electrics do not get on. The first available date was 6th of Jan, which I booked.
    On the date, they rang and cancelled due to staff sickness. I am a teacher and could not take the day off, but my boyfriend took a days holiday for them to install the next day. Which they cancelled. I had to ring 3 times before a refund was processed. I had ordered from Currys because I wanted a Bosch oven, and they are the main retailer for Bosch. I rang Bosch and informed them of the awful situation I had been left in. They gave me the details for a local shop who stocked their products (and charged £30 for installation instead of £100) They ordered, delivered and installed my new oven within 4 days and I could not be happier. It was a little more pricey, but for the great service I received, it was more than worth it. The moral of the story? Don’t go to Currys, see if you can shop small and local.

  62. I visited Curry’s on January 11, and purchased a dual-fuel range cooker (FLAVEL ML10FRSP). I arranged for delivery and installation on January 14, between 14:30 and 18:30 hrs.

    On January 14, the cooker was delivered by two KNOW HOW installers. One, named Andy, entered the property and went to the kitchen. He advised that because I did not have a “junction box” for the electric supply or an “active gas supply”, he could not install my new cooker. He also stated that I must have tiles upto 750mm above my cooker on the wall behind (existing tiles measure a height of 457mm) or have a splashback fitted above my tiles and until I had either, he again could not install the new cooker.
    We told Andy that none of this was explained to us at any time in-store, up to the point of sale. He supplied me with his mobile phone number (07540 445891), offering to install the electric junction box and activate the gas pipe for the sum of £150 for the gas or £250 for both gas and electric.

    This I found very odd and knew that I could get the council to do the work for free as I live in a council property and therefore shouldn’t be messing with the electrics or gas. He kept telling me that they wouldn’t do it and that he, or someone else with “GAS SAFE” certification, could only do it and he was offering us “a good price.”

    He then told us he would deliver the goods and leave and we were to call him back to complete the installation once everything was sorted. He left the new cooker at the bottom of my staircase, blocking my path to the back door and front door, making this terribly dangerous if we had a fire or any reason to exit the house in an emergency. I had to call you to get this returned, as I couldn’t get it up the stairs – I am partially-sighted (Registered: PS111328) and my husband is too ill with weak muscles and therefore unable to carry anything heavy.
    Upon doing this I was informed you wouldn’t take the appliance up the stairs. But that’s why we paid £107 for delivery and installation. My husband and I went down to Currys Hemel Hempstead branch to be told they hadn’t heard of anything of needing a junction box nor a splash-back. In addition, there is absolutely nothing in current legislation – British Standards or Building Regulations that demand their use. We were also informed that THEY DO take up no more than 13 steps. Well my house has 13 steps up to my kitchen and living area so why wasn’t this done? We had NOTHING with which to cook dinner for my 8 and 11 year old children, so I had no choice but to buy a combination oven whilst we where there and a splash-back as I didn’t know if I would in fact need this or not, at that time. The combination oven doesn’t cook meat well at all. I’m not use to cooking in a microwave and this has lead to my family having very upset tummies.

    That has now cost us a unexpected £94.98 that we couldn’t afford. How else was I to feed my children with no oven to use?
    I’m completely disgusted with the service I have received. Yes they gave me a £15 discount on the splash-back and said that would cover my costs down there and back but it didn’t as the taxi there and back cost me a total of £16. I have since been informed by friends who hold the Part P and are Gas Safe that the splash-back isn’t needed and is a matter of customer preference, not legislation. I have since taken the splashback back to the store.
    I feel I have been completely ripped off and stung by Curry’s and Know How.

    Wednesday 16th Jan, They came out again and delivered the item but refused too take it up the stairs even though we was assured it would be taken up and installed. The guys walked in with a measuring tape and measured a few spots and then walk away refusing to do the job. We offered to take the cooker up ourselves while they waited and then they could install it. They informed us that this wasn’t possible as they couldn’t allow us to take it up as it was against their health and safety regulations. They did leave the cooker and allowed us to take it up the stairs but upon returning less than 10 minutes later they had driven off and wasn’t going to do the job in hand.

    I called Know How and Steven Matthews informed me via voice recording that I have on my phone. That this job would be done on friday 18th Jan morning. He couldn’t understand why they hadn’t waited the 10 minutes for us to take it up the stairs. He also confirmed that they are not allowed to take it up but it was down to us. I feel I have been lied too yet again with the delivery people.

    Friday 18th Jan. I got a phone call at my home address and I was given the excuse my mate has broken his foot slipping on ice and that the traffic was to bad to come to us. I looked online i have screen shots to prove that there was no traffic issues between Aylebury and Hemel Hempstead. I called Know How again and they told the depo that the weather was to bad to come out to us yet again another lie was told to us and we was unable to get the service we paid for on the 11th Jan. I told them I was concerned as I have now no money to buy more meals and that I really need something done. They refused to sort something out just allowing my children to go hungry.

    They have booked for for installing to be done for tomorrow Saturday 19th Jan, but weather permitting. As we know the snow is going to get worse over the weekend so how am I going to feed my children over the weekend and the coming week for every day they don’t do their job. I asked them to pay for our meals or get someone out to install or let me get someone to do the job and they pay the private job to be done but none of this would they agree to leaving my family to go hungry.

    I feel as if I have been completely and deliberately misled and lied to. Certainly, Know How’s installation team have been dishonest and deceitful.
    I have incurred extra costs through no fault of my own and my family and I have suffered both emotionally and financially as a result. The stress of the last few days has negatively impacted on my Idiopathic Intracranial Hypertension and some of the symptoms of my condition have worsened.

    The extra costs to my family amount financially to £125.98 Plus with on top meals, breakdown as follows:
    £30.00 Splash-back
    £16.00 Taxi fares to and from store
    £79.98 Combination Microwave
    £13.00 and £15 per meal for family as its not been fitted.

    KnowHow have told me it’s fine to leave my children to starve as it wasn’t their problem to feed my children. If they did their job this wouldn’t be an issue.

    They failed to fulfill and their employee’s conduct was demonstrably less than acceptable.

    I have now spent a lot of time phoning round to see if I can get it installed via a gas safe person privately

  63. i took my laptop to currys Fareham with a broken screen. They took £50 from me to diagnose the problem – broken screen – and sent it away for repair. Know How took another £120 from me for repair to the screen but failed to tell me they had also decided to wipe the hard drive. 5 weeks on they have done nothing but tell me to speak to miscrosoft and norton about reinstalling the office suite and anti virus. They said they could try to retrieve the missing data and would even “waive their £80 fee” for the service. Priceless! I don’t feel like handing over the pc to their “experts” again though. Would have been nice to hear a “sorry” at least.

    1. Did you read your repair T&Cs? It clearly states you are responsible for backing up your data and not the store, unless you pay for a data rescue/recovery service. You signed it.

  64. i have a undergoing claim with knowhow son spilt coke all over a laptop we have cover on called up the know how team who advised me to take it to my local store for pick uop which i did . It then sat in the store for 4 days before being picked up went away and was sent back unrepaired with a note on why stating that due to corrosion they would not fix it …what corrosion it sat in a store for 4 days what do they expect ..i have now sent my second letter and have involved trading standars as i will take this all the way the ammount of money i pay for my cover is disgusting to be told they aint fixing it …solicitor involved is my next move….BEWARE OF THESE IDIOTS

  65. Lies, Deceit and Incompetence.

    The KnowHow team are still the same idiots who worked under the Tech Guys badge.
    We had a 6 month old laptop with a faulty hard drive, corrupt sectors to be specific. The drive required direct replacement as determined by both the inbuilt diagnostics software and our local independent computer shop.

    We sent it in to PC World’s KnowHow team with photos of the diagnostic errors, proving the problem. The KnowHow team had the laptop for 10 days, then returned it telling us that they had replaced the hard drive and reinstalled windows 7.

    True to their word they had indeed reinstalled windows 7, but on the same faulty hard drive they had told us they had replaced.

    To make matters worse, our local independent actually marked the hard drive with a UV pen before we sent it to PC World, because our independent said he has so little faith in PC World to do their job. We checked the serial numbers and UV mark when the hard drive was returned, it was without doubt the very same faulty hard drive we sent it to PC World with.

    Further, their sales staff are useless and half of the stuff they tell you is either wrong or lies. Worst company I’ve ever dealt with.

  66. Where do I get advice about this please. I bought my ipad 3 months ago from PC world in Hove. Without warning half of the screen went black, then into coloured, ever changing lines. It has been so well looked after. Looks immaculate and has never been bumped or damaged in any way whatsoever. PC world told me they could repair it. I said no thanks. It cost £350. and I don’t want a repaired item which is clearly faulty. I want a new ipad that lasts. They told me to go to Apple. I rung Apple who talked me through a re-setting process which took, in total over an hour. No difference. Still half a screen. Why is PC world insisting that they will only repair it so I have to go to the manufacturer if I want it replaced with a non faulty product? Please help.

    1. Short answer is because they can and it’s cheaper to repair than replace in most cases. As the unit is less than 6 months old it is assumed to be a manufacturing defect unless the manufacturer or retailer can prove otherwise, no one appears to be disputing this though. The retailer has to put the problem (the faulty product) right (repair or replace or refund which may be partial based upon current market value, life expectancy of the product and how long you’ve had it for) but how they do this is the choice of the retailer not the consumer.
      By refusing their offer to put the problem right, there is nothing more they have to do. The manufacturer would probably only refer back to the retailer as your contract is with the point of sale and therefore they would not likely replace it. But I can see why they might have pointed you in the manufacturers direction for further advice.

  67. I went into PC World in Chester and foolisly purchased an anti-virus package (Kaspersky) on the advice of a young boy who probably hadn’t started shaving. The upshot was that it necessitated a callout to an Engineer (charge £70) to repair the damage that it caused. It turned out that I had been sold a package that was totally unsuitable for the size of my machine. I rang PC World to complain but got absolutely nowhere even though Trading Standards told me that I had a good case as per the Sale of Goods Act. After several letters and phone calls and a complete refusal on the part of PC world to even consider my complaint, I lost the will to live. I will NEVER darken their doors again

  68. Most of our household electrical items are insured with Coverplan through Curry’s/PC World or so we thought. Our monitor developed a fault and when we phoned to report the problem we were told we had cancelled to policy for the monitor but only the monitor (how convenient) last May and we had had a telephone call and a letter confirming this(we received neither). We pointed out that we had not cancelled and considering they had the wrong details for us you’d think they would admit it was their mistake but no. There apparently is no complaints department and the person we spoke just confirmed it was our fault. Arrogant, unhelpful untrustworthy unprofessional, we will not be using Coverplan again we will be moving all existing policies and strongly advise folks to steer well clear

  69. Having dropped the handset of my telephone on the floor I was without adequate means of communication. There was snow about so we set off to the Merry Hill branch . Arrived there just after 10 a.m. I accosted an assistant called Mohammed , he left what he was doing to help a little old lady and ,well I was back home before eleven ,happily setting up the new equipment. (not exactly rocket science but I am happy.)What is more it is very loud which si good for people who are getting on a bit

    1. On 28/03/13, I went to a Currys outlet in Sheffield at Heeley and I spent some time in the store talking with the sales assistant to find the best laptop for my wife who is disabled and is her main form of entertainment and communication. That day I purchased a laptop – a SAMSUNG NP3530EC, on a price plan over 10 months (£51).
      This laptop was the best gift I bought my wife, she was very grateful and appreciate. She treasured this item, looked after it well and when not in use, it was stored safely away in a cupboard.
      On 03/04/13, the laptop appeared different when we switched it on. A portion of the screen was not showing properly and appeared to have a ‘leaf’ on the left hand side. Thinking this was a system error, I contacted Microsoft that same day through a live chat. During the chat, I sent a photograph from my Ipad to the technician who then phoned me to say that this was a physical fault.
      The following day, after work, I went back to the Currys store to show them my problem. I spoke with a Mike who stated that it appears as if the computer was damaged. I explained to the person that the laptop has not been damaged and was properly looked after by my wife, stored safely away in a cupboard.
      This person was very unhelpful, stating that I would have to pay a repair fee of £50. I stated that I should not have to foot the bill as I know how it has been looked after. He also stated that I should have got the insurance cover. As they would not repair it, I then asked for a replacement or a refund, to which he and his Manager (who I asked for) declined stating that I had damaged the product and this, would not be possible. I also stated that I would contact Trading Standards with regards to the situation and Mike stated that they would agree with him and his assessment.
      I then left the store with the laptop and went home. I then phoned Currys Customer Service department. I retold my story to them and that I wanted to put in a complaint, i was told I would hear from someone within 7 days.
      On the 10/04/13 (6 days later), I had no response from Currys so I called them to find out what had happened. Upon speaking to that person, I found out that my complaint had not been looked at. I voiced my frustration and asked for something to be done as this was poor service.
      The advisor spoke to the store and it was arranged that I take my laptop to the store and that they would take pictures of the machine (also keeping it in store with them) and send an e-mail to Samsung. I have a paper copy of this e-mail which I requested. The e-mail stated that there is no visible damage to any area of the computer and I will attach a scan of this for you to see. I was told that Samsung could take up to 48 hours to respond.
      On 12/04/13, I phoned Currys whilst on a break from work. I stated to them that 48 hours has almost passed and I would like to know what is going on. My wife then received a phone call (within 10 minutes of my initial call) from the store. He stated to my wife that Samsung have just got back to him and that they had seen the photos and they agree with him that there is damage to it (contradictory to the e-mail he had sent on 10/04/13) and they would not be prepared say that this was a fault. My wife found him to be arrogant in his manner and not very understanding.
      My wife then phoned Customer Services and spoke with and voiced her frustration at the whole situation. He stated to my wife that the store should have at least, offered to have it sent to Samsung to be looked at and waver the repair fee if they found it to be a fault. He then stated he would be the direct contact and would be the liaison between us and the store.
      Customer services contacted my wife again and informed her that the store had told him that Samsung have seen the machine. My wife stated to that all they have seen are photos.
      Upon my return home, my wife then received a call from the store (who was not supposed to contact us). He stated to my wife that Samsung are quite happy with the situation and they do not want to see the laptop personally and that is it. My wife found his tone to be sarcastic and seemed overly happy to be giving us the information.
      At this point, I was infuriated. I then phoned customer services, who had just received the same news from the store, I told him that he had just phoned and how he spoke to my wife and how she was affected by the situation (including their manner). They responded that he should not have phoned the house.
      Customer services stated that he would bring this situation to the attention of his managers. As this was just before closing time, he informed me it would be early the following week before we hear anything.
      By 16/04/13, I did not hear any news, so again I contacted Customer Services and left a message for them to contact me. I repeated this on 17/03/13 with no response and then 18/03/13.
      I eventually got a call to inform me that I would need a third party to look at the laptop and get an assessment from them. I informed them that this was not possible (due to money constraints) and that I personally should not have to do this. He offered me the other alternative of having the laptop sent to Samsung but I would have to pay the courier fee. I stated to that this was not an option.
      I also stated that I am ready to contact Trading Standards (as I held off so I could deal with Currys directly) to which he advised me to phone instead of writing, he also added that he would speak with Samsung and try to help the best he could.
      I phone my local Trading Standards – the advice line and they informed me to quote the Sales of Goods Act 1979 and write a letter of complaint directly to Currys (send it by recorded delivery). I then phoned Andy again and informed him of the advice they gave me.
      Customer services had spoken with Samsung and that they have offered that the laptop be sent to them and they would inspect the machine, wavering the cost of courier and repair if they found the laptop to be faulty and not damaged. However They said that I had to go to the store and set this up, I said that this was not a good idea due to my recent dealings with that store.
      However could not get in contact with the store whilst he was dealing with me (I was on hold) so he was sending them an e-mail. I also asked for a Manager to contact me as the entire situation, I felt, had not been dealt with both by Currys and Samsung. They phoned me back to inform me that a Manager will phone me on the 22/04/13.
      I had to make three calls on 22/04/13 until I was responded to by a manager, who stated that the other manager (who was supposed to call me), did not get a message. They offered to go and look at the machine personally the next day and call us back.
      On 23/04/13, my wife recieved a call to state in fact that there was physical damage to the screen (despite us knowing that there was not). The customer services stated that if this was not the case (instead of a possible manufacturers fault), that they would send it to their team and assess it. If they deemed it accidental damage, that we would have to incur their costs.
      We are collecting he computer and intend to sell it as spares as we see no other options.
      I have never been treated like this by a company before, the entire situation has been an unnecessary process and mentally straining for both me and my wife. I feel the store has been inconsistent with me and Currys’ own customer service team and I am stuck with a bill with nothing but a fault machine and a heap of grief. I would like to warn people about this and see if anyone else has had issues.

  70. I have had nothing but appalling service from this dreadful organisation – I wish I’d seen the reviews here and elsewhere years ago as I would have cancelled the policy a long time ago. We have had a policy for 7 years on our washer dryer which stopped working two weeks ago, since then – what a nightmare, engineer came out quickly and told us the machine was touch and go between repair and replacement but not his decision – repair was then booked for last Sunday, so stayed in despite good weather! Call from stroppy lad in Aylesbury to say parts hadn’t arrived (despite call centre telling us all parts were in). On Tuesday, despite being promised call back on Monday; someone from call centre called to say parts were now in; I asked three times to confirm that they had all the parts, which he confirmed, stayed in all morning this morning no calls, and no time confirmed on website, so at 12:00 I phoned – I love the way that they charge you to call them by the way – to be told that parts had not arrived and that they had tried calling me; an outright lie by the way, and have rebooked for Monday, going this long without a washing machine is not funny, they refuse to allow me to have a new machine, keep quoting their 21 day policy and now try to tell me it is not an insurance policy when I threatened them with ombudsman, if you do speak to them mention their appalling online reviews and watchdog on BBC report – they don’t like that. I await Monday with interest but I’m not holding my breath, the time for using the legal advice service may fast be approaching.

  71. knowhow is a appsalupely useless service!!!! my laptop went in to these idiots to be repaired and they gave me a loan laptop and they brought it wit the wrong charger with it and then they brought my laptop back and it was the wrong one they are an appsalupe joke i cancelled my premier cover with them never again take it t a trustworthy computer shop dont use knowhow highly unreccomended!!!!!!!!!!

  72. I rang on the 21-5-13 to get a a price for an engineer to find a fault on my electrolux fridge-freezer ,as the temperature in the fridge was not being maintained at the correct temperature.
    As the fridge was not insured I tried two diffrent local domestic appliance repair engineers,nether of which resolved the problem.
    I then called Curry,s and talked through the problem as it was originally purchased through Curry,s.
    I ageed to take out a know how fix and protect agreement ,and an engineer to come and repair the above fault The visit was arranged for friday 24-5-13 between 9-50 and 13-50.
    they arrived within that time frame.
    I was very impressed with professional manner and competence of the senior engineer and his trainee engineer.
    He explained the problem and explained the remedy.
    As I am an engineer myself I understood the problem.
    The repair was carried out efficiently,and the root cause explained to me.

    The trainee engineer has a good mentor and should do well in his choosen career
    I have read customer reviews and Which reports on Curry,s and PC worlds customer service, which were in the main not good, but seemed to be more related to PC World products rather than domestic white goods.
    I can only comment on my own experience today which was first class.
    You cannot please every one all of the time.
    My only comment is that I think it might be usefull to include in your call centre menu another number option to cover a case like mine ,where I could not give the original purchase date at the time of my enquiry,only the type of appliance and model No and serial No .and the call menu will not allow you to proceed without this information.
    Another option in the absence of full information would be useful to explain this to your call centre operators.
    Manys thanks for my good experience today.
    Your reply would be appreciated .
    Best regards

    Charles Fennelly

  73. I’m absolutely fed up of the non existent service offered by the Whatever Happens club (Whatever happens we won’t replace your laptop!!),now known as PC Knowhow. We are covered for accidental damage on the service agreement I took out with PC World when I bought the laptop for my son to take to university, the laptop fell from a desk in a lecture theatre onto the corner of a concrete step & fell down several more. The laptop was given to our local PC World in March to be sent off for repair/replacement, only to be told 2 weeks later that it was unrepairable & in essence being told in a letter that it wasn’t ‘accidental’ in their opinion! They have suspended the agreement..whilst still taking the monthly payment I might add! I have contested their decision, as we have a witness to the incident, but Knowhow have washed their hands of the whole thing & three months later I am still trying to get them to honour the agreement & replace the laptop. HELP, what can I do now except to tell everyone not to take out this useless agreement when buying anything from them & I will not be buying anything again from this outfit!!

    1. Lorraine

      We have the same problem currently. They’ve written to us (& returned our un-repaired laptop) to say

      ‘the engineer who carried out the inspection ‘believes the damage to the item is both inconsistent and exceeds what you would expect given the circumstances’ = in essence they are accusing us of being liars.

      Incidentally, our laptop was returned in a worse condition than it was handed over for repair initally (I have photos of its returned state) – the engineer in this instance seems to be more of a laptop butcher than an Certified Engineer.

      We’ve held the policy on this laptop since 2008, have never claimed before & have several policies for other items we’ve purchased.

      Short of going back to the store (& it’s not there fault the repair hasn’t taken place) and complaining that the original Knowhow Insurance Policy was mis-sold to us I don’t know what to do. Anyone got any other suggestions?

  74. I went to get my laptop fixed as the hinges were coming apart, after only 1 year of use. I still had a couple of days on my year warranty and yet the wanted to charge me £50 to just get it sent off to be looked at. And said that my warranty doesn’t cover what is wrong with my laptop, so I asked what does it cover, they replied, not the problem you have.

    I sent it off and paid for it, they didn’t even fix it!!!!!!

    PC World and Currys are just scammers and shouldn’t be allowed to even say they repair laptops they sell when they don’t!!!!!!!!! LIES

  75. 14th April 2013 I purchased a Samsung monitor from pc world and was very happy with it until the left side went very dark some 8 weeks later.
    Anyway, having made a 30 mile trip to my closest store I was told because it was over 21 days since purchased it would have to be returned to Samsung and could take anything from 7 to 28 days to be returned if they decided to fix it.

    In light of this I asked if they had one that I could borrow as I had a very serious exam coming up and needed one very urgently to have access to my pc. I was told ‘no we do not lend out anything!’

    Anyway I noticed that they put my shiny surround monitor face down on the counter and moved it around without any protection…so again at this stage not impressed.

    Anyway, I left some 20 minutes later with a piece of paper with terms and conditions on and no monitor wondering where the hell I was going to be able to borrow one from ….having taken into account I had just move some 300 miles and knew no one!!

    So now I await the call….and wonder how long that will be.

    Why is it other electrical outlets will replace faulty items for the same or something similar and PC World go through the motions and expense of returning it to the manufacturer?

    I just hope it happens sooner rather than later….don’t know why they have techies they are numpties……a waste of time all round.

    I certainly will not be purchasing anything from pc world or sister shops again.

  76. Rule number one> Dont be taken in by the sales pitch when you buy a computer from PC-Weld. They’ll offer you all sorts of ‘peace of mind’ insurance cover which will likely dissapoint in the long run.
    Dont forget this is DIXONS sales staff your dealing with but under another name.
    Too young to remember Dixons? You havent lived! ;)

  77. I just hope I don’t have any problems with there services because my laptop is like my P**** it is needed for tech and hobbie and for software developing

  78. just had my laptop returned after having the power jack repaired, nothing else wrong. However when i got back found only the lower half of my keyboard worked and it would then flash notification that my internet cable was being plugged in and out repeatedly when not in use. Simple repair screwed up my laptop.

    1. Ask to see the NOTES on this Repair, it should go via QA to check things like that are working as a backup to the Tech checking it

  79. I took my laptop my laptop to knowhow for repairs after paying them £100 for parts plus £50 advance for taking the product, 2 weeks later they told me they have lost the laptop through transit.
    they have given me a new laptop, however, I am wondering if I can still claim my repair money back? if anybody can advice me on this issue I would be grateful.
    thank you

    1. I have a extended warranty on my laptop, it stopped charging and I had to take to Currys to send it knowhow on two occasions.
      My initial phone call to book in this laptop for repair was hostile and not very helpful.
      Although the majority of staff are helpful the policy makers are only interested in you buying because they have a monopoly on computer high street outlets.
      I had a my share of problems with this company and would not be buying anything from any store associated with this company in future.

    2. Rocky, I would claim the money back. You paid for a service. You did not get that service. That’s just straight breach of contract. They don’t have a leg to stand on. On top of that, you can claim for financial loss that results from PC World’s breach, ie, phone bills for every time you called those morons thus costing you money as you tried to sort this out. You can also get damages. In this case, money for the lost laptop although they have given you a replacement so that part of the claim has been resolved. As you can see the damages element is separate from the refund part so just because you have been given a new laptop, it does not mean you are not entitled to get your money back. BEWARE – PC World has been known to lie when you start using your consumer rights. They told me I could not rely on the Sales of Goods Act and as they deal with it every day, know it inside out. Now, if I’d been an ordinary customer I’d have thought, ‘They probably do so I’ll give up now’. When I questioned them on their interpretation of SOGA and which parts they were relying on in refusing my rights, suddenly the bloke U-turned and said he wasn’t an expert in it. PC World, next time you lie to a customer about the law, make sure it’s not a barrrister.

    3. Evelyn,
      Just got off the phone from PC world,
      I asked pc world to do a data backup of one apple mac to external, send me the original hdd back and put a new hdd in the machine. They charged me £543 for this, I got the pc back with new hdd, but now im told they lost (possibly stolen) my backup and original with 5 years of family pictures, files and all personal and financial docs. They asked me how much compensation I felt fair. how do you value this, 5 years of holidays etc. Not to mention someone possibly using my data in the future. I so angry…….

  80. battery needs replacing yet knowhow are refusing to do it. one person says it is built in and as such not covered; another says it is not built in but still not covered. the agreement states built in batteries are not covered but laptop batteries are not built in. another employee stated all parts of laptop are built in so battery is classed as built in and not covered. when i asked why this was not explained when purchasing the product he refused to explain. when i asked him where on the agreement it states that removeable batteries are not covered he refused. the charger is included so why isn’t the battery. he then started waffling about how you wouldn’t claim for a light bulb on home insurance.

    when i asked why currys mislead consumers he stated they didn’t. when purchasing this agreement they clearly stated and emphasised that if there were any problems/faults then they would repair/replace free of charge; the battery on my laptop has suddenly decided to not charge or work properly and as developed a fault so, according to their sales staff it comes under the warranty. they did not tell us the battery is not covered by them under any circumstances, regardless of whether the laptop is 2 years old or a week old.

    so be warned everyone, their knowhow is a bit of a scam. parts are not hard to replce nor are they expensive so gonna cancel the agreement.

    1. As far as i know that Batteries are a External so are not covered. Its a easy thing to kill off over time and sending it in with a dying battery would mean they would have to change everyone’s.

      if your battery is going and you need repairs they will not replace it but they might, just might lose it and then they have to give you a new, to really save face. I didnt know about the charger being included myself.

      There is another Battery in the Laptop a little Watch Type battery, but that has its own case that is easy to change or clip on ones with a connections. Cheap things, but all they do is keep the Time working really.

      I dont think a Battery can get a fault, but the charger part can I guess. I was told by KnowHow that the Battery was not covered tho. As for the warranty, there is TWO types, one the Makers normally a within the year and then it comes down to KnowHows own sales warranty, that should be standard about on electrical goods.

      mm DSGi warrantys have always been like this, 3 years warranty but one year is FREE as its makers warranty so its only 2 years!! As for mending a Laptop,

      I would suggest doing it yourself, better understanding and cheaper by far, just go at it with LOGIC.

      * Screen Take out ALL SCREWS easy to miss some, there is a nice Plastic Tool you can get for pulling off the Bezel, suggest hooking that from the Screen out so not to break any teeth, keep a hold of all screws, its a easy job to do, but do need the correct screen, so when you take the old one out you can find the code on the back and order one.

      *DVD this is a SO SO job, most of the time there is just one screw holding it in and then you can just push it out or pull it out. if there is a Disc inside you can pop it out normally from a HOLE in the Drive, just get a paper clip and poke it in to eject. Removing the DVD Bezel you need to LOOK AT IT and think were the Catches are and push on them while pulling.

      *keyboard, normally there are Keyboard icons on the laptop and you just unscrew them and pup the catches, some keyboard have a strip above them to hide other screws so might have to take them out. Most of the time i take out the Rom Drive so i can push on the case to pop it out.

      *Case, easy replace but note down were things go back in. The Bottom case can be a bit more harder as that has the Motherboard in it.

    2. In fairness its a consumable unit battry life is down to the users own fault as for the agrement you would have been given upon purhcase it does say its not covered iv just had a look at my own agreement and it says what it says and to be honist i signed it and never read it so. really not a leg to stand on.

  81. they fixed our laptop by replacing a hard drive that did not need replacing but about 2 weeks later the keyboard stopped working so we sent it back and they said that apparently we had split something over the keyboard and we would have to pay them 30 pounds to fix the keyboard or the will keep the laptop we think that the people in the repair had split something over the laptop and blamed us to fet more money out of us. we will never use the knowhow service again.

    1. Think they do a HDD test to check the drive and you can still use the Drive and it can be Damaged.

      What did it get sent in for may i ask?

      a Keyboard not working is a very basic thing, I myself only seen this due to spillage or the motherboard not working correctly (they can work but it can just send the keyboard only wappy)

  82. The national repair center is full of highly trained monkey’s… they couldn’t care less about the quality of the service they provide. While there are a few there that are very good at their job the overwhelming majority are nothing but part fitters, they know nothing about the job they’re doing and will bodge unit’s in order to meet their targets. Having worked there I would never send my computer there for a repair. Avoid, you’ve been warned.

  83. I’ve been trying to help here….

    Knowhow, just a suggestions to people using them to repair Laptops/Desktops/Tablets/PVR.
    If someone one has done a bad job then Name and Sham them with the Job Number.
    And if a Good Job then give there First name and say they did a good job.

    I would hope that the Laptops/Desktops come back in working with all the test and QA they do. But as i suggested before, do take Photos of the Item to show, if the item comes back in a bad state than it went out in. Video it would be better pointing out the faults and damaged it might have so any new ones you can point them out.

    As for Data Lose they do get you to sign a waver mm

    As for some thing getting a fault and they have noticed it and changed it and you didnt know. Myself I wouldnt know my HDD is dying, which it is over time, there could be bad parts in it and I’ve just not hit them to notice. Ram can have a Fault on the last logic chip and you dont notice it unless it just happens to hit it, could only happen once in a blue moon (know that personally)

  84. ive been having problams with my Toshiba laptop which i bought from Curry’s its less than 12 months old. The 1st time they said they had put a new hard drive into it but when i got it back it still had lots of problams so i took back the second time they said they had to remap it whatever vthat is got it back and its still got problams with being very slow non responsive and it keeps freezing so ive taken it back again last week.the girl who served me said she was going to request that they write it off and give me a new one but still not heard from them.i told them i need a laptop i can use.its very anoying. i want have another Toshiba

    1. They have a Thing that if its been in repair for 4 time they want to write it off, i dont fully understand that.

      A LOT of people have too much software running in the background, things like DVD burners AOL Adobe Office load themselfs up, even if you dont use them. I like to turn them all off myself, if i dont need it, i turn it off. (click on the windows icon and in the search type in MSCONFIG, should bring up a Window and a Tab with StartUp can disable most of that, just keep your anti virus and such) also dont download any software off the internet for speeding up the PC, a lot of scams for software that dose nout.

      also few as possible icons on the DeskTop.

      the people at the Repair should clean the Fan out, can block up and make the PC Crash.

      It is Poor Repair, if they had it fixed in the first place then wouldnt do the write off rubbish.

    2. The whole point of the 4 repairs and a write off “No Lemons guarantee” is to help customers who have a consistent fault. The T&Cs behind the write off is 4 repairs for the SAME FAULT within a 12 months period. It’s there to protect customers who have been unfortunate enough to buy a product with a recurring fault. I’ve seen machines have 3 new mainboards in for the same fault and it just keeps failing. Sometimes you simply cannot repair a product and the idea of this Write Off is so the customer doesn’t have to suffer for it.

    3. Not necessarily. I’ve seen units have a brand new part fitted and the same fault reoccurs. I myself had a laptop which had 3 new mainboards fitted and still died after approx. 5 minutes use, Power, POST error of Graphics. Sometimes you do just get a dead item.

  85. Some say you need to take Computer to a Qualified Tech and not a load of computer geeks
    Uni/College/School work builds a background in the field
    but hands on is far more important, a Geek who has no Education, learning by doing wrong and fixing it or Reading up things is a good way to go to get your computer fixed.

    Famous People with No Qualifications due to having to drop out of College/Uni
    Steve Jobs, Woz, Bill Gates

    As for Hardware, this is a Ditchable Moden Age (find that a bit upsetting but its the way it is) I myself have place on new Caps on to Boards due to them dropping off and tried to fix tracks on my motherboard, to put a new chip on a HDD. But most people just swop it (personally i want to know why it went but that costs and its time, and you want your computer back NOW)

    Software: Windows is a messy put together system (so many bits of software just mixed in to one) and with so many bits you can change for a personal touch, brings so many faults. A good way to fix this would be to have Windows on a Different Drive and even now and then when it has a fault you just flow over its Image (like a Face lift) a good way of doing things would be to have 2 Recovery Files. 1. Brand New 2. Last good settings then when you install some new bit of software or some thing a New Recovery and wait a month to see if its still stable.

    A better understanding (i know its a pain) of the Computer Hardware (Just replace it if it goes wrong sadly) Software (its a battle that never ends) BackUp and Dont go on SHARE or download software.. Keep a eye out to avoid ONLINE software that say VIRUS we can fix that for you or SPEED up you PC .. they are MALWARE bad items. Do this and you shouldnt have to PAY or Talk to these TECH Support persons (like trying to keep heathy so you dont have to see the Dr)

  86. After buying this laptop 30 January and having many problems Currys know how have only just acknowledged the laptop is at fault and not little gran but still refuse to change it but just want to keep sending it back to repair shop, it has never worked from day one but they still refuse to exchange it. Will never purchase from them again and never buy a Toshiba product again. They are quick enough to take the money for guarantee etc but have not honored it.

    1. Sorry to hear that, i guess there main thing is to repair it, get it fixed to be used again, and that is it.
      If the laptop has gone in for 4 repairs (hardward) within a 12mth i believe you can ask for a right off.

      But if the system is still within the year, then that is Toshiba’s doing, they say what happens to it within that first year, not knowhow.

      Laptop wise, i like ACER (tho they are taking over the world) buying up other Laptop companies and adding it to there line. But like every thing you need to know how to care for the item to get more life out of it, Sadly Cleaning fan out and putting new Paste on it, knowing how much you HDD has done and when it might need changing before it dies and you and you lose all hope. Using ReadyBoost to give a bit more of a boost, 8Gb of Ram to give a bit more of a Ram boost, Dont Play 3D games it kills laptops 90% of them were not made of Complex Gaming (But so many people do use that)

      One of the biggest problem is Humans, Putting on Softwere/Drives that isnt suited to the system or malware. Even I have problems with malware from time to time, it is a endless fight and can not be worn, unless you have a LIVE OS that vanishes at the end of use. It would be used for Internet/Office work but not for Games or Emails (unless you have a online account) but would mean you dont have to have a Hard Drive, stuff a lot of ram and a USB/Memory Stick for files, no new software tho.

    2. What!, so by the time they repair it, the 12 months will be up, so I have had a laptop for nearly 8 months that has never worked properly and can not be used, So you think that is acceptable. Look out for the daily mail and see what the public think of it.

    3. You miss read what i posted.
      You said that it has been in and out of the Repair. I was pointing out two points, first the 12month from new Warranty from Toshiba, and then if you have Brought a KnowHow Plan, (that if the Laptop is repaired 4 times WITHIN a 12Mth Time you could have it written off) that is while your plan is STILL LIVE.

  87. I would love to know what FAULTS they found and Repairs they did… Within 8Mth this is still under Makers Warrent. (im trying to keep this simple as I am a bit worried my words will be misread)

    1. The laptop will keep freezing and going to blue screen because it will not allow the windows updates to install so keeps taking all the power, Toshiba says once currys/pcworl purchase from them the warranty etc is down to them, I have contacted trading standards and also Daily Mail to publish this because it is outrages, after nearly 8 months of not being able to use a new pc and they admit it is an original fault they should just replace it. Now because it is so long they say it has to be repaired 4 times. I am disgusted and so is my family and friends and I will be making the public aware of how they work. My experience of them will be posted as much as possible for a long time so the public get an understanding of the company etc.

    2. So you only have the Toshiba Warrenty that they Let KnowHow do all the work.
      I dont know if the “4 Repairs within 12Mth” is in force as it is Toshiba Warrenty.

      In this age you have to learn how to fix things as people take you for a ride. This isnt NEW to the Likes of Currys (i know my parents will not shop with them, because they were bitten by the same thing you talk about, but that was in the 80’s, so for 30yr+ they have been doing this and no one told you)

      Publish every thing that has Happend and they are doing, Make a Diary of it, from buying it and all the repairs and the Reasons why they couldnt do this and that, i do think it will make a good read.
      But for laptops i will always suggest learning yourself how to fix things, cheaper and you wil feel good about it.

    3. I will be making a video about the unusable laptop to put on youtube and facebook also, I will do all is possible to educate the public about how it works. will post on all my reviews how it goes etc. Keep well. All the best.

  88. Sent my laptop to have a faulty screen and cracked chassis repaired, both listed on the repair list they provided me with. It came back with a working screen but the chassis was still cracked; I returned next day to PCWorld asking for the laptop to back to repairs only to be told that the insurance had expired while it was being repaired and that the chassis won’t be covered.
    I objected that it was a repair that should have happened the first time around but they were having none of it, despite the help of the admittedly very sympathetic employee at the desk who had them on the phone who told me this happens all the time.
    They are the kind of company that makes you lose faith in honest business and generally in humanity.

    I for one can’t wait for these idiots to be replaced by machines as they at least have no excuse for being soulless.

    1. That is bad, if that is the repairs to be done and its indate when you get it then you should fix it.
      dont think they have a big countdown clock and when it hit the second that the your money was touched one year ago or so.

      I’m guessing they put the Casing in back order and by the time it came out they found a reason not to do it.

    2. The company is terrible when it comes to the guarantees, we have had a laptop from new that has never been usable for nearly 8 months but they refuse to change it and are keeping us waiting by sending it back for repair again, by the time it gets repaired if at all possible the years guarantee will be finished, so if it still does not work I wonder what they will say. They admit it has been faulty from the beginning and unusable but still will not replace it, it has now gone to escalated repair center which means it may be replaced but what a hassle it has been and still it may be replaced with other parts but that means we have lost 8 months worth of time. Terrible attitude to there customers, think twice before buying from them.

    3. How about suggesting sending to a PROFESSION LAPTOP Repair lab and send them the bill as they cant fix it.

      As for Warranty, i had a Creative Labs Sound Card £200, i couldnt get it working, some thing with some thing on the motherboard and the card didnt like each other, back and forth with Creative Labs how to sort it out, Dear Valuable Customer (I DAM WELL aint you wouldnt be treating me like this) well in the end they were calling me by my first name. But I never got it fix as they cut me off after two years trying to get this sorted, they said it worked ok with that motherboard, i asked for there set up and ill copy it, never got a reply and like the repair, as soon as they 2yr was up GOODBYE will never buy there stuff again, well not for that price cheap and nasty only from them, that way i only lose £10 a time than £200 of sound card i couldnt use

  89. I was wondering if anyone at Which could give their best guess as to what they they think the price of the new Galaxy Note 10.1 2014 16gb wifi will be please? I just dont understand why Samsung are keeping it such a closely guarded secret. Thanks

  90. Please join FB page ‘PC World – Customers for Consumer Rights’ to report problems with PCW customer service. The aim is to get Trading Standards to investigate it.

  91. Will be returning 160gb iPod tomorrow for 3rd time this month! Would not sync with iTunes and the first repair was giving us a new USB cable! As if we hadn’t tried that ourselves. Just picked it up again on Friday and now they say they’ve replaced the HDD….. we now have a 30gb iPod!!! Can’t wait to find out how they lost 130gb

    WORST company ever to have the misfortune to do business with, I am not a complainer, i have my own business and understand customer service and how to deal with faulty/damaged goods and give customer satisfaction. Curries PC world / knowhow DO NOT TRY TO HELP AND WILL GIVE YOU ANY EXCUSE NOT TO EXCHANGE FAULTY GOODS OR GIVE REFUNDS which they would be legally bound to do but because they are a big company they will try everything to flout the rules and FOB YOU OFF with BULL%%IT. NEVER EVER BUY ANYTHING FROM THESE SCAMMERS better (and cheaper) to buy online and you will have better back up from manufacturers / websites returns policy /guarantee. OR just ask your local retailer to match PC world price for same item and then at least you can talk directly with the shop owner / manager if you have any issues. Curries PC world / Knowhow hide behind their central call centre and visits to their store are fruitless.
    You have been WARNED…it’s your MONEY…don’t be SCAMMED by these ELSEWHERE

  93. On 27/07/13 I bought a new Acer Aspire V5 laptop from PC World and signed up to the Knowhow standard ‘If anything happens’ service, on 08/09/13 the hard drive failed and the machine would not boot. Knowhow/PC world at the store would not replace the machine but insisted on sending for repair. I also requested data recovery. Machine was due back in the store on 22/09/13. That is two weeks without a nearly brand new machine. After repair it ‘missed the delivery van’ and was not returned until nearly a week later on 26/09/13. The repair sheet said the HD had been replaced and the laptop given a complete clean and QA to ensure fully working. Switching on the laptop produced a message about the sata drive0 being locked and requiring a password.
    Not sure how this passed QA! Knowhow could not fix and after I insisted on a full refund this WAS given (to be fair). However the ‘recovered data’ was entirely corrupt. I would not buy from PC World because the 21 day replace/refund policy is too short and Knowhow are not able to fix things.


    1. i believe its, if its been in 3 times within a year for hardware fault.

      Strange thing is my parents had the same problems back in the 80s with washing machines.. so in 30years people still doing the same thing with the same company just with new names.. even mice getting electric shock learn quicker

  95. We recently took our laptop in to have some photos recovered. We sent it in with our hp hard drive which had photos of our children on it. Pc world have not recovered photos but just put the ones that did not need recovering and were already easily accessible from the laptop on to another hard drive (not ours) charged us £80 and have advised us that ours cannot be found.

    I am very concerned that our hard drive with photos of my very young children could be anywhere in the possession of god knows who.

    Not only have they not recovered the photos from the laptop they have lost the only other ones of my babies that I had.

    1. The best way to “Recover” data such as a pictrues/files/videos etc
      is to get a SATA to USB connection £10 MAX uk prices
      this then turns your Laptop Hard Drive in to a USB Drive
      making it easier to pull the files you want.
      this i think is the best way to do it, but it could be too badly damaged even for this
      but if the damage to the hard drive is a bad hard drive or windows then it should pull off the bits you want (i would guess a bad hard drive will only have bits within the drive damaged.

      as for your Hard Drive, I believe that you can ask for it back. It has Personal information of yours on it, not sure if that would come under the data protection act or what, but personally i would give any ones hard drive back to them, incase they wanted to pull any more data off it any other ways that i do not know.

  96. Our new washing machine was due for delivery by KNOWHOW. On the due date we received a text with a tracking number.

    The tracking website reported delivery would be between 3:20pm and 7:20pm consistently through the day.

    At 19:20 no machine had turned up. At this point we called the information line, discovering it was a PREMIUM RATE NUMBER laden with automated delaying tactics!

    The customer ‘service’ rep informed us that there had been delays but the machine would be delivered before 9.00pm. TWENTY MINUTES LATER we were called by the driver to be informed that they had finished for the day and our machine would be taken back the depot! No amount of protesting would change his mind.

    We then called the premium rate number immediately to find the office was closed!

    We called back the next day on the premium rate number and insisted they called us back to avoid us incurring more costs which after much procrastination they eventually did.

    We were informed that the machine would be delivered today between 3:20pm and 7:20pm.

    It is a disgraceful to treat customers in this way and immoral to use premium rate numbers to handle the aftermath.

    We have raised a formal complaint and will not be using Currys, PC World, Pixmania or Knowhow again.

  97. WARNING do not buy a Know How Appliance repair its a sham poor service and redicules contact. If they knew even a tenth of what they say they can do it would be a miacle. Engineers are not even techs, bodgers would be a better explanation and endless phone calls to different departments. DO NOT GET TEMPTED IN TO BUYING THIER REPAIRS you will regret it

    1. 100% agree, my sister had nothing but bother, they “lost” her laptop for a while and sent it back with new issues… Poor poor service, would never recommend

  98. Right, in these times.. when buying any thing New, Warranty is on the electrical item, after that time i would suggest some locale repair guy, trying to make a living and it is keeping the Money within your town..

    As you know with a big company, you are just another bit of MEAT in a meat market NEXT, and for ever Sucker they upset there are 10 others waiting to take the place, but a locale repair guy needs a good word of mouth in there own area.

  99. I can’t believe there are so many issues…before Christmas my 5 yr old Dell 1720 died, they couldn’t get parts so wrote off after 21 days, had to replace with HP envy as only machine with equivalent screen size and took out warranty, six weeks later the envy died during a windows update, again booked for repair and again went over 8 days this time, again wrote off and supplied vouchers!!! I really have found the process surprisingly easy but I have to say the staff at my local store are very good!

  100. The worst service I have ever had- do not use this company. Didnt turn up depsite the fact that i had paid for the repair. Didnt then call to rebook as they said they would. Called back a full week later, to say th earliest they could get to us was ten days later again- and then would not give a refund. Customer service was rude beyond belief and whilst it all went on I was put on hold for over an hour and a half in total and spoke to four different people none of whom could do anything.

  101. Use locale computer shops. Who need to keep a good nane as word of mouth is how they make money, with knowhow its more that they can rip some else off with poor service for years and just change there name techguys to knowhow. And still the money comes in… so like they same more fish in the sea and wider net over europe.

    Only when people get stubg and know of tricks and lf legal cons used from the 80s

  102. Ive changed the mainboard 3 times, all with different faults the one i replaced was a second hand one, given right back from the stripping down dept, giving a faulty boards back in to the system. So swaping one fault for another isnt good, getting a part that is 50:50 isnt a way to fix thing. Would youwant me to fix breaks on a car with second hand ones but we dont know if they worked in the fix place. Just swopping parts it not the way to do things, people are paying for things with a.half life.

  103. I’m concerned after the reviews i have been reading. I paid £50 for my laptop to go away to their centre to be repaired. The power jack had broken, the guy in the store said the power jack had broken but now they are ringing me and telling me the motherboard is broken and want £80.00 from me to fix it!
    The £50 i paid is apparently non-refundable and i have not had my Laptop for a week already! Not sure whether to pay them the £80 to get my laptop back or to just get them to send it back and take it to someone else?

    1. Catch 22 hay.. they have you, if the motherboard is GONE, then it would cost a LOT £80-100 ish..
      I would say Pay it, it will cost you that much any way.
      But i wonder if you could catch them out a bit, tell them to go ahead and put in a NEW Motherboard, and if you can record it.. they tend to use 2nd HAND parts, me being in to electronics and such, i wouldnt have a CLUE of how much LIFE is left in a 2nd Hand Motherboard, the chip set could of over heated in the past and on its last legs for all i know.

  104. Took my laptop in to have the DC socket replaced, they did not replace it and instead told me the adaptor was at fault and charged £16 to replace (they didn’t though as my name was still written on it!). They returned it to me in a worse condition as it wouldn’t start and it said there was a hardware fault, they are now telling me my hard drive is broken and want to charge me to replace it. I feel a long battle ahead. :(

    1. £16 to give a New Charger is a good price (can get risky ones form china for cheaper if you like) not giving you a New Charger and making you pay for it.. is stealing isnt it..

      As for the Hard Drive, its a Common thing to say its damaged (what in a way it is, as soon as it gets used it decays a bit, so over time its drop. but still dose the job and dosnt need replacing its not like a Break, personaly i would say BACKUP data from now on, as it could go maybe in a Mth or a Years time)
      I did one Laptop that just needed some thing fixing, i came to test the HDD and it faild!! i asked what to do, as this wasnt the fault that it came in with. Replaced the HDD and reinstalled and send the old one back so they can take the data off it, i couldnt as they didnt give me a USB to IDE/SATA what would of been nice to drag things off for the person.
      I did lose a lot of my own tools in that place, its more REPLACE IT than FIX it.

  105. Put laptop in for repair was only 8 months old keyboard wouldn’t work and kept going into refresh mode . laptop had already been in twice before for faults which they renewed the motherboard first time when I got it back worked for 5 mins then failed again so had to go back to which another motherboard was put in . This time they sent the laptop back unrepaired saying that there was a liquid splllage on the keyboard to which they said the guarantee doesn’t cover .I said to them that we didn’t spill any liquid on the computer, they weren’t interested . Took laptop away ordered new keyboard fitted myself and away it went working again for the price of £25 for a new keyboard.My experience of knowhow and currys have left me in no mind not to buy anything from them again poor service . there customer care and knowledge gets a 0 out of 10 from me

    1. 2nd hand parts, had one motherboard replace just to find out a Transister was missing, replace again with a 2nd hand mobo, and 3rd time, and a 4th i did say i would been better off with the first one and just putting on a new transister.
      2nd Hand parts have a TOTALLY unknowen or Garenteeneed life span.
      If you put in 2nd hand parts, you should expect a cheaper price for the Risk it has

  106. Had problems with my 4 Year old HP desktop, software would not do anything; speakers, wifi, office etc etc even though the screen showed them as there they would not function also when delving deeper to control panel I could not switch them on, or if I did they would not function, furthermore some of the ikons on the screen looked different rectangle shapes with white background and black text so after messing about trying to fix I concluded there was a virus so off I took the pc to PCW.PCW ignored everything I said and told me it would cost £80 for Data rescue and £50 for Desktop Fault Finding. The store guy told me about data being transferred and back on to the my disc I told him I had recently purchased a Seagate 2TB internal drive and it was still in the box new, he told me to bring it in and he would send off with the PC; I further mentioned that I belived the CPU Fan was noisy and need replacing, could they do that at same tiime, he sail he would mentiion it on the paperwork. 15 days later they call me advising I need to pay £34 for new hard-drive and I need to pay for the transfer of data onto it.. they say they cannot transfer to Seagate and the 1TB when full I will not be able to transfer to internal Seagate 2TB (( the 2 people I have spoken to cannot get the tech guy to talk to me. HELP PLEASE SOMEONE.

    1. Im guessing here because, people call things a bit different.

      To me sounds like your in a Profile that isnt a ADMIN person (ie cant use the control pannel)
      also if the Layout is all different, i think, it is in the settings of the Layout, now i cant remember were things our, i’ve been using so many Windows over the years… But i could change all the Windows and the text also the size… Im now on Linux so i cant easy check

      Personalization i think its called

  107. I have to disagree with the majority of the comments on this page. I have had nothing but fantastic service from currys/pcworld. Fast Repairs, great knowledge and customer service. I dont think i would take my computer anywhere else to get rapaired. I had left my computer in to a local repair shop with a minor problem and it ended up coming back to me a week later with a new motherboard, data wiped and a NON GENUINE copy of windows reinstalled. I had to reload my disks again because of this. In all it costed me £120. Later i found it was just a BIOS flash needed on the motherboard. When i got a virus on my computer i left it into knowhow and had it back the same day with virus removal done and a report of what was checked on my computer. Great service very speedy repair time.

    1. If its the same day then that is the SHOP, the commons on this site is about the Repair Labs.
      I think main thing is how did you get the VIRUS, Ive done 16yr online and had one Virus
      (sent to me in the Post on a Burnt Disc, when i told the guy about it,he said funny that i had that Virus..)

  108. I bought a Windows 8 hp laptop from Currys earlier today. I made it clear from the start that I don’t know the first thing about computers and this was just for Football Manager & iTunes so thought that the £30 “walk out working” deal was perfect. I also got Mcafee virus protection and Cloud back up, knowing that I’d probably been done to some extent but I wouldn’t have known where to start had I challenged the salesman at the time but still well within my budget I was willing to spend so wasn’t too fussed.

    Got home and plugged the laptop in and switched it on and connected to my Wi-Fi, tried to start downloading iTunes but no sooner had I started doing this my “new” laptop started scanning files and saying I had 1070 files at risk, I had to download Java, upgrade Java, I had low disk space, there was Trojans detected and better still the thing kept freezing whenever I try and scroll down and it’s as slow as a week in Barlinnie prison. Now, I was on this thing going round in circles for no more than 90 minutes so how could I have 1070 files let alone 1070 at risk/infected files??

    I was told that buy purchasing the “walk out working” deal my laptop would be ready for use straight away which clearly isn’t the case.

    What I would like ask more computer minded people is whether I have been done, sold a dodgy laptop or is it something I am doing wrong and whether this can be fixed in the store or if not I am able to claim a full refund??


    1. Hi

      I would get a refund and buy one from John Lewis as they have a automatic 2 year guarantee and (in my experience) better customer service. Currys should have a 7 day return policy.

      Depending on budget, look for one that comes with an SSD. SSD means Solid State Drive, similar to (but slower) than the RAM of the computer, which makes it very fast indeed. Budget for at least 8GB Ram, as this will give you a more enjoyable experience (especially with iTunes) even on a laptop with modest specs. Almost anything with an Intel i5 or i7 processor will perform well, but will cost more than AMD based laptops which generally are not as good. If you are not playing any graphically demanding games a Intel graphics card is fine, but if you are then look for laptops with either an ATI/AMD or NVIDIA discrete graphics card. These will give much better performance albeit at a premium.

      Avoid *anything* to do with McAfee! Instead, look at a number of much better alternatives such as Kaspersky, NOD (Eset), Bitdefender etc. There are also some good free alternatives (Microsoft do their own for example), but make sure you read the reviews to get a balanced view.

      Hope that helps.

  109. Took the laptop back to the store and despite their technician adamant it was a software problem caused by me even after he opened it up and we stared at a blank screen for around 3or4 minutes he gave me the option to reset the device or do a diagnostics check which he claimed would be waste off time it turned out to be a faulty hard drive. Thanks

    1. If you ever want to check HDD (and they can die, lie every thing it is a slow dead from birth with them things) you can use a program called SeaTools (what knowhow use) you can burn to a Disc or boot up from a Memory Pen/Card.. also most makes of Hard Drives make there own HDD Testing tools you can use (ANYONE Can use) the make of Hard drive wil be told when you boot up or if you look in the BIOS

  110. I acquired a 6 year old Toshiba Laptop from some friends who had purchased the item new from PC World, along with an extended warranty. I was interested in the item because I knew that they looked after their possessions, and also because they told me that the machine must be in ‘almost new condition’ as many of the parts had been replaced under extended warranty by PC World (KnowHow).

    HOWEVER, this is what I have discovered about the machine:

    1. No COA for Windows VISTA on the case, so re-installing VISTA would be a problem without the Toshiba restore partition.

    2. Screw missing from underside of the case (it was one of over 20 holding the case together). I later found the screw loose inside the case where it could easily have caused a short-circuit or hardware failure.

    3. DC Jack socket for the mains adapter broken (but this is a very common fault on Toshiba laptops). Upon opening the case, I discovered that the DC jack socket had been wedged in place by a couple of sticky labels (marked “FAULTY PARTS”). Clearly a bodged attempt at a repair.

    4. The original 120GB hard drive had been replaced in 2013 with one of 200GB capacity, but it had been manufactured in 2007! The power on count for the HD show over 9500 times, but had only been used for 8 months since installation in that Toshiba laptop. So, the HD was presumably certainly second-hand and about 6 years old when fitted as a replacement in this computer. With HDs typically lasting for between 3 and 5 years, there may not be much life left in it.

    5. The ‘new’ hard drive had been formatted so that the user only had access to the first 93 GB, the remaining 93GB was given over to the Toshiba Recovery Partition – which was almost empty!

    I have the PC World (KnowHow) repair dockets which show:

    Item purchased May 2008 (Apparently system imaged by Toshiba February 2008).

    December 2009: New DC Cable and new bottom case for the laptop after being damaged. ( I guess that this was when the Windows COA went missing.)

    September 2010: New A/C Adapter.

    September 2013: New A/C Adapter and new DC cable.

    February 2013: (“Boot failure”). Replaced speakers and keyboard.

    March 2013: (“Boot failure”). Replaced hard drive AND motherboard.

    Some of these repairs are understandable and may have been necessary, such as the DC Jack Socket/DC Cable and the hard drive. But one has to question the replacing of the speakers, and the keyboard and motherboard if the HD had apparently failed. And TWO new A/C Adapter failures!

    According to the paperwork, PC World (KnowHow) do not say that they will use new parts when replacing items that they decide are faulty, but to install a used 6 year old hard drive as a warranty repair beggars belief, as does the bodged DC jack “repair”. I have no way of knowing if the motherboard and keyboard were new when installed under extended warranty, but the motherboard doesn’t look particularly new to me.

    I now have the unpleasant task of telling my friends some home truths about their ‘repaired under extended warranty by PC World’ laptop.

    BTW, with the help of a couple of videos on YouTube, and at a cost of under £5 for the part from an eBay shop, I replaced the broken DC jack socket myself in under 30 minutes with a new one that looks better made than the ‘original’. Anyone with reasonable DIY computer skills could carry out such a repair themselves provided they take the usually precautions and care in handling delicate components such as the ribbon cables.

    1. They dont always replace them with new Parts, some are re-claimed from dead laptops

      1) you can get the COA from the Laptop, ever going in to WinEdit or some little program that can bring up the codes for it and MS Office.

      2) that is bad a screw shouldnt be inside, also there are different sizes screws, ie long ones you might think are stiff could be poking out the other side.

      3) Lol they should of used a Double sided Stick, normal its very thin flaps that hold the DC Socket in, a bad design made to break.. Faulty parts in RED inch and half by an inch insize .

      4) if its a IDE HDD then it odds on is a 2nd had one..

      5) that partition dosnt sound right to me, if it was orienaly 120Gb would mean you only had 30Gb to play with say..

      Yes the Missing the COA on the bottem case is a BAD error, should move over all lables and COA FOR SURE..
      the hardest part about fixing a Laptop is the Screws all in the right place, the good thing is you are dealing with ONLY one laptop..

      Screen Damage can be a Pain, as you got to take off the Bezle without breaking it there is tools for opening it up but dont force any hiting till you checked around for screws.
      Keyboard is DEAD simple to replace.. Hard drives are easy to get at and so is Ram..

      I would suggest Cleaning your Fan out once a year maybe… and check the Hard Drive (SeaTools is what “Knowhow” use) it will tel you when its about to got and you can get ready to jump HDD ship that way.

      Other fauls is the grill by the Heatsink breaks.. Live with it .. other wise be changing bottem case after bottem case.. just dont stick yoru fingures in the hole.

      Power Packs jsut replace them, and as you say DC Sockets are on a Cable with a Connection on the end.. open up FOLLOW the cable and put in the same place..

    2. AngelLaH, thanks for your comments.

      >They dont always replace them with new Parts, some are re-claimed from dead laptops
      So we have discovered! But the original owner of the laptop was under the impression that, because warranty repairs had been carried out, new replacement parts had been used. Hence their view that, since much of the laptop had been replaced under warranty, then it was almost a completely new machine. LOL!

      As far as the general public is concerned, the above isn’t an unreasonable assumption to make because that’s what happens when they get , for example, their car repaired under warranty or extended warranty, i.e. they fully expect that new parts will be used. So, IMHO, the PC World/Currys should come clean and make it clear when selling the extended warranty, that used parts may be used if new ones are no longer available. Also, KNOWHOW should surely state on the repair document if they have used new or used parts .

      >1) you can get the COA from the Laptop, ever going in to WinEdit
      > or some little program that can bring up the codes for it and MS Office.
      Yes, that’s possible as long as the hard drive has not failed. If the HD has failed then, as far as I can tell, without a backup of the full HD or recovery partition and the COA on the case, you are into the realms of trying to get Windows re-installed with the SLP key encoded in the BIOS – not an easy option!

      I’ve never heard of WinEdit! But, for sure, there are other well known tools available that will work on a Vista installation to help recover a valid and legal key. People reading this and wanting to recover a key code need to be very careful and only download and use recommended tools, or they may be introducing something nasty into their computer.

      >2) that is bad a screw shouldn’t be inside, also there are different sizes screws,
      >ie long ones you might think are stiff could be poking out the other side.
      Toshiba use two different screw lengths for the main case assembly: each screw hole has the code for the appropriate screw length moulded into a small circular section on the case alongside every hole (codes are F5 and F7). Therefore, as long as you can take out one screw for each code first, then it’s easy to match up the two different screws to the appropriate codes.

      >.. Faulty parts in RED inch and half by an inch insize
      Sorry. I don’t understand that statement!

      >3) Lol they should of used a Double sided Stick, normal its very thin flaps that hold
      > the DC Socket in, a bad design made to break..
      Using double-sided tape may not prevent further damage to that area.
      I totally agree about the bad design: the thin bits of plastic do appear to be a point of vulnerability. Indeed, broken DC sockets are a very common problem on laptops. Makes you wonder why the problem hasn’t been addressed sooner, or at all, by the manufacturers.

      My Toshiba had the actual DC jack socket broken and I sourced a new replacement DC Jack Socket/Cable assembly (through eBay) – one which had thicker plastic sections and fits much better into the main case moulding. Only time will tell if it’s strong enough, though!

      >4) if its a IDE HDD then it odds on is a 2nd had one..
      SATA on this model, so no excuses for fitting a well used one that was 6 years old – it is very likely near the end of its’ life. And THAT is the most unforgivable of the actions.

      You can still buy unused IDE HDs. IMHO, if they are offering extended warranty on such parts then they should try to keep a stock of new/unused parts, ideally sourced with the approval of the OEM – that is what manufactures of white goods and cars do through approved repairers. Which begs the questions:
      Is KNOWHOW an ‘approved’ repairer for any OEMs?
      Do computer manufactures have approved repairers? For example, Apple do it themselves – at a price and up to a point!

      >5) that partition doesn’t sound right to me, if it was originally 120Gb would mean you only
      > had 30Gb to play with say..
      Using the serial number, I have the specs from Toshiba for that laptop when manufactured and shipped to retail. All the sizes I have quoted are indeed correct. Vista doesn’t take up anything like 80GB! Yes, it’s not a huge amount of space, but it was ample for the original owner. :-)

      There are plenty of good videos on YouTube showing how to dismantle Toshiba laptops. Just takes the right tools, a logical approach and some care (especially when working with the fragile ribbon cables and, as you say, the screen).

      We are straying away from the purpose of this Which web page, but perhaps the tips we are giving may help inform others of the value of so-called extended warranties on computers, and maybe they will consider using a recommended local repair shop – or even tackling the repair themselves if they have some basic appropriate DIY skills. BUT only if the computer is out of manufacturer’s warranty, of course.

      The idea of offering a one-stop computer purchase and warranty/repair shop for the general public is fine as long as it’s of reasonable quality, transparent and good value for money. I do wonder if anyone from KNOWHOW/PCWorld/Currys reads all these comments and makes some attempt to address the concerns and suggestions raised by (ex) customers? If they don’t, it speaks volumes about the company. It’s up to them to set up the quality control linked to customer feedback. If they don’t, customers may not return to purchase goods in the future. Quality control in retail is nothing new; I think it was Tom Peters who said something like: for every happy customer you get 3 or 4 new ones: for every unhappy customer you loose 10 potential customers.

  111. Lee

    That is an interesting and detailed account. I suspect that it would not make commercial sense to fork out for a brand new motherboard and hardrive for a 5 year old laptop like your Toshiba, so using secondhand spares makes a lot of sense. My source for them is also ebay.

    Once you have an old computer that is “beyond economic repair” it can be quite rewarding to take it apart and fix it. At best, you’ll have a working computer again; at worst you may just have a pile of scrap (but there will usually be some usable parts that can be re-used). Ebay is a great source for cheap spares. I recently purchased a cheap secondhand Toshiba L450 that I have since upgraded with more RAM and a faster CPU. Mine came with Windows 7 but has a somewhat faded Vista product sticker on its base (and is now running Linux). It didn’t come with a working battery but, as luck would have it, every room in my house has mains electricty, so I can just plug it in where I want to use it.

    1. Derek,

      My intention was to shed light on what one might get under an extended warranty, especially if people in general expect new parts to be fitted. Also to expose the nature and quality of the work carried out. In the main, I have tried to be objective, but some of the things I discovered were not good news and hence my opinions.

      Would I recommend this company? No!

      I agree about the motherboard, but not about them fitting such an old and used hard drive.

      Also agree about refurbishing: but costs can easily escalate. On this one: the battery may be shot, so more cost there; have sourced a cheap RAM upgrade to 3GB (not sure if the Toshiba’s BIOS will truly support 4GB); CPU upgrade may not be worthwhile or even a possibility; VISTA sucks, so trialing Windows 7. If that works, a major cost will be for the license. Also about to try an SSD to see how it performs – but that would be an extra large cost too!

    2. I did point out to Knowhow seems they have all these CPU/RAM laying about from Dead systems give them away free as a good will feeling to people…

      But was pointed out to me that people would complain that it wasnt in the same set up as it was given to us..
      Having someone report me on Ebay for telling them were to buy things for cheaper than what they lost a big on.. i can understand this

  112. I handed my laptop in for repair on Sunday and 4 days later they hadn’t even sent it off for repair yet! Claimed they were waiting on an email from their service centre to authorise them sending it through… They acknowledged that all laptops go to the same place for repair -so why wouldn’t it just be sent? I asked for my lapto back and they refunded me my money. Took it to a local repair shop who fixed it same day and for less money. Beware.

    1. I would say support yoru Locale Tech, Knowhow are just PUMPING money in to things, for a name. I talked to Knowhow Trained Tech about Power, P=IV and they got the formula wrong.. and checking out a Speaker, i pointed out if it had resistance then it is working and must be a fault in the connection… Difference between a Tech and Swap Parts Monkey
      Were Knowhow can chuck money at changing every part, were a Tech will try and figure out first off before swapping every bit of the machine.

  113. Hi, I bought a dell laptop in August 2013… In March I found it was faulty as the power just knocked off and would not turn back on. I took it back to Currys and they sent it to Dell. It came back and 2 weeks later the same fault reappeared, I took it back again and they sent it off. Again it came back and broke again later that month. This has now happened 3 times and they seem to just be trying to get out of the warranty time. What can I do because I asked for a replacement after the third time it broke and they said they would ‘request’ one from Dell but i didn’t get this.

    What can I do?


  114. My laptop is 9months old it has now been repaired 3times for the same fault I am paying £8.50 per month for premier cover from knowhow the last time I got it back the repair lasted 5days, I really don’t want the laptop back can I get my money back?

    1. i did think Knowhow had a thing that if it comes back 3 times within a 12mth time fram that it is written off..

      What on earth is the fault

    2. hi Helen you have to write to knowhow to request to have the laptop written off and then they give you money back in vouchers ( to the value of the laptop and you can only spend it at curry’s pc world they wont give money to your bank account) but trust me I had the same problem to get it written off it took the best part of 5-6 months to get it written off.

  115. i would never recomend this service, i have there knowhow premier cover, which entitles 7 days or replace, and after 3rd repair replace, and covers mishaps, my laptop has been in now 2-3 times due to touchpad, once because the hinge was broken, once because they sent me a windows 8 cd by mistake which i installed to then find no auth key to install properly.

    Sent back to them the 4th/5th time with ac charger, asking for the laptop to be replaced, or as they called it, written off, which i would then get a voucher for the cost of laptop, instead they sent it back to me after 5 days without contacting me till the day.

    All they did was reinstall windows 7, fix a broken key on keyboard and DID NOT send me back the AC charger, spoke to a manager he has told me one will be sent within 3-5 working days, so 5 repairs (which according to them software doesn’t count) 2 mistakes on there part, and being sent back after 5 days and now have to wait a further 3-5 days due to there mistake (making a total of 8-10 days, which is breaking there contract again, as it should be repaired in 7).

    Not only this but according to the manager, although the touchpad is starting to go, until its gone they won’t fix it, and the hinge which is partially damaged is only cosmetic so they wont fix that either.

    4-5 repairs, which even though not stated, doesn’t count on software, a 8-10 day repair due to there mistake not sending back the AC charger, but also there mistake of sending me a windows 8 cd i cannot use, and they still wont follow there replacement/write off on there cover, and the manager couldn’t seem to care less.

    any advice other than cut my losses and leave them and never look back?

    1. hi

      I had a lot of trouble with the knowhow service I had a laptop been in 6-7 times and they took 5-6 mouths to get it written off write to knowhow and tell them you want the laptop written off.

  116. The sound on my tele has an intermittent problem that I’ve been able to capture on a video which is less than 30 sec long. My TV is a little over 6 months old. Know how is claiming that there not allowed to access videos and that there not responsible for the repair. I have to contact Samsung myself and arrange it through them. How can a repair company honestly say that they know how if they can’t even open a video which is a great tool in being able to determine a fault. Very possibly this fault might just require a software update or a reset, that is the annoying bit.

    1. As far as i understood any faults within the first year you take it back to the shop your brough it from and its up to them to deal with it..
      Now myself i wouldnt be keen to open any video files (i think Knowhow have been court out once with a TROJAN as they dont like any software from outside the company, when they did used to)

      Tell them it has a fault with the sound and send it back, you have proof there is a fault they are spose to have it on testing it for sound and colour tho i understand cant always watching it, but the guys cleaning the TV’s watch them while they Clean so should be a reasonable test.

  117. took my laptop to them for a new motherboard and they took £50 pounds of us and when we got it back they had not replaced the motherboard and they would not give us owe money back we all so purchases a logic TV which the sound on it is horribly you have to have it on a 100 to hear any thing and knowhow would not replace the unit or repair it and it was still under a year old.

  118. Useful information.i would like to replace my laptop screen it was completely wrecked took my laptop to Elite this was happened couple of months ago.these guyz are amazing fixed my laptop good as new.Returned my laptop with less hassle,low-cost and minimal time.For more details check out

    1. Fixing a Screen is second to easy job.. DVD player is one screw .. Keyboard a few more but easy.. a Screen is dam easy .. take out the old one find the code on the back and slide it back in..
      Watch out for WIFI Cables .. and clips are so easy to break.tho cheat way to fix that is double sided M3 Tape

  119. My desktop went in for repair to Currys and I have never experienced so much garbage in my life, they had my desktop for almost five week and it was returned with nothing on they had not put the recovered items back on to my computer, I was backward and forward to the Manchester Fort Store like a YO YO which is four miles from my home, I may be 69 years of age but, I am not stupid and nor am losing my mind or memory. I had paid £4.49 and £2.99 per month for eight years to Currys for breakdown service which I had never used once until this very bad experience. I have been waiting for a reply to my letter since September and to date I have not had any reply only stupid e-mails from Knowhow, surely they must have all the documents regarding my repair. I can assure you I would not recommend anyone to buy anything from Currys.

  120. I bought a new 4K ultra HD Panasonic TV earlier this year from Curry’s and was advised to purchase their after-care support package. One of the benefits of the package was the provision of a replacement TV if your TV needs to be taken away for repair. The word we will “endeavour” is then used when a replacement is requested and a staff member of Knowhow (their servicing arm) admitted to me that there’s usually too much demand for these replacement TVs. There’s therefore usually a waiting list for the length of time it takes to repair the faulty TV. In our case however it took 5 weeks to repair the TV (!) and return it and we were eventually provided with a replacement. A week has passed and the TV doesn’t work again. Awful service from Curry’s and Knowhow!!!

  121. Sent my tv to know how team with a little crack in the screen I have wot ever happens cover on it had a phone call saying that they won’t repair it and are sending it back so when I got it back it came home in worse condition then it left looks like it has been dropped all the screen has been broke when I phone them they said Wright a letter to them about it how can they let this happen worse possible service ever

  122. I took my HP laptop in for repair at a branch of PC World for a power fault. PC booted but wasn’t taking in mains power when it was turned on. I asked to be informed of what would be done and for the technician to document any drivers which were updated which I thought was a fair request.
    After a week I received a call from their technician claiming the fault laid with the motherboard. I have some experience with computers so I was a bit dubious of this diagnosis but trusted the diagnosis and paid for a new motherboard at the cost of £329. When the laptop came back to me, no notes or information on exactly what was wrong were provided. Within a day the fault returned and then failed to boot at all. So I returned the to the store and rebooked the repair. I asked them to call me before the laptop was returned so I could discuss with the technician. I week later I call customer services for an update only to be told that it was already being returned the store with a “free” power adaptor and keyboard part. I asked them what the fault was and they conveniently said it was a combined motherboard, keyboard and power adaptor.
    Again I asked for the technicians notes but again they were not provided. When I received the laptop back the power fault seem to be resolved but within 3 days the computer started freezing after about an hour of use.
    I’ve since had the laptop looked at by another technician who has confirmed that the motherboard replace is faulty. So now i’m left with an expensive paper weight as it is useless.
    They’ve offered to repair again but quite frankly I don’t trust them. They’ve either not fixed what I’ve paid for or returned it with a new problem so I’ve asked for my money back which they have refused. They’re due to get back to me as I’ve escalated but not holding out much hope so I’m going to take it up with resolution services and then court if necessary.

    I’ll never use them again, as at every stage I’ve asked for detailed diagnosis they’ve been evasive. I asked for my parts which they replaced and they’ve conveniently said they had already been destroyed.
    Whenever I call them they pass me from person to person, no one knows what to do. I even had one of their customer representatives tell me that this is common behaviour.

    Knowhow? Yeah right….

    1. Hong – sorry to hear that long tale of woe.

      “I asked for my parts which they replaced and they’ve conveniently said they had already been destroyed…”

      Given some of the other postings on this thread about the re-use of secondhand components, I am inclined to wonder if the above actually meant “once we discovered your old motherboard was probably fine, we chanced our arm and used it as a spare part for someone else…”.

      I suppose it also possible that the fault on your old mother board might have been caused by faults on connected components. In that case, at £329 a throw, HP motherboards make expensive fuses, and Knowhow ought to know that. Your account also suggests that they do not seem to understand the full meaning of the word “repair” – sure any “repaired PC” needs to be properly tested before being signed off as fixed.

      I have just had to retire a ~9 year old Dell D505 laptop after it developed a power supply fault. Post-mortem dismantling showed that, in this case, the fault was indeed with the motherboard. After fiddling about with some of the onboard devices, I found I could result the fault but only with temporary effect.

      Cheap new laptops are very inexpensive at the moment – the case for spending any significant money on repair work must be dubious in a lot of cases.

    2. you should be able to walk out the shop with stuff under your arm, yes that is theft but that is what the have done to us, a so called leading high street shop. thought I sold say I have heard (from friend of an currys employee) that the mother board get shorted by the power supply which is faulty they gave me a replacement wrong power supply I have problems typing too, me details of this in my post below, good luck, take it back and refuse to leave shop threaten them with solicitors and tell them they are breaking the trade description and misrepresentation of goods act of 1971

  123. Went to Currys Crewe with an Ipad problem.
    The young girl I saw was technically incompetent and unable to solve the problem, then said I owed £30.00. When I complained to the manager he said I was paying for time and it did not matter if the problem was solved or not.
    Unable to speak to Head Office, they do not take calls – SURPRISE SURPRISE!!!
    Waited 10 mins to speak to their call centre, they agreed I should not be charged but unable to do anything as decision was entirely up to the store manager.

    Be very Careful if you have to use Currys, always use somewhere else first.

    1. Personaly i would sooner be paid on results…
      With any problem i would have to know the item a bit better (if there is any Common faults) and all the possible ways to check and sort out..
      Why im not a EXPERT or a WHIZ KIDD.. is because i believe cant know all the things about computers to be able to sort out all problems.. i seem able to wiz around windows quick enough, tho i may of not touched on it for some time or some of the versions, it just comes naturaly to me.
      Also i cant be bothed with Networking (never apealed to me at all) done programming (and Hack and Slash Programin too) but not to what i say any great level.
      But do have a stronge computers/Electrical/Electronics background.. as for APPLE, i dont touch the stuff myself too deal for me to look at or even to play around with..

      With Apple, for Insurance and Apple Techs.. you need to give it to a APPLE tech.. what Currys have, ever that or take ya luck with a Locale Computer Tech guy.. i would say Forums but they can be a bit NASTY at times and a lot of people who mean well but dont know what they really are doing, then you get the ones who know too much and get peed off you dont know every thing.

      I think last time i was in PCWorld trying to get a bit of advice on ram, i helped out 2 people in front of me so i could get to the head of the que.. sadly with no results… The Staff are SALES people not Tech People.. yes they maybe in to PRICES/BRAND-NAMES and TECH.. but not why it ticks and why its so good .. that kind of Person (Nerd/Geek) is the type of person you need for advice.. and for me .. to ask them .. if you had this problem what would you do … good way if you are buying some thing .. you got £££ cash what PC would you buy.. Get so many people asking whats the BEST OUT there and how much .. then WHATS THE NEXT BEST..

      VALUE FOR MONEY is the way to be
      (sorry about going off in so many Directions there)
      Over all.. Find a GOOD person in to Computers (BE A FRIEND TO) a SHOP AND STAFF are SALES not SUPPORT.. they might say Support but just after ya cash at the end of the day..
      as charging you for NO results on some thing they dont have a Clue about just goes to show

    2. Agree with all you say. Currys advertising is totally misleading. I will never buy from Currys again but only use them to look at items before I decide exactly what I want and buy elsewhere.

      It shows they are not interested in Customer service when you cannot contact head office!!

      Reason I find Which so good, I think most of the advice is impartial and definitely puts you on the right track

    3. This looks more like a complaint blog. I developed a hardware issue. They took it in and told me it would take less than 14 days and that they would give me a call if it needs any new parts. And they did give me a call and although I ended up paying almost 120 pounds for the whole service, they did repair everything and gave it back within 14 days. So I haven’t had any bad experience with them.

  124. I ordered a Bosch washing machine online and paid for it. I received an email confirming delivery on a Saturday. I stayed in all day but to no avail. I contacted Knowhow. I was informed that the delivery was actually scheduled for the Sunday. No one bothered to inform me. On Sunday afternoon I got a call saying that the delivery driver was violently ill but the delivery will definitely arrive on the Monday. I called on Monday morning and was assured that my machine was the third one on the delivery van. About 2 hours later I got a call informing me that they could not locate my machine! There was no explanation or an offer of another delivery. I had to cancel the order and asked for a refund. I lodged a complaint but was informed that I shall not get a response. I would not recommend this shower of a company.

  125. Our Bosch washing machine broke down on the 18 December after 12 years of faithful service. Decided a new machine would be more economical than a repair so did some research and found that Which recommended a Samsung as best buy – 5 year guarantee with 10 years on the motor. Off to Currys/PC World and paid for the new appliance which was delivered on 23 December.

    Read the instructions, removed the transit bolts, installed the machine and ran the
    calibration program. Did the first wash and there did not seem to be any problem. Second wash that evening and my wife noticed water on the floor round the machine. Thought that outlet house had come loose but as it was late at night decided to fix it next day.

    Christmas Eve, pulled the machine out and check connections but everything OK. Tried the machine again but with the pipework visible so I could make sure there were no problems with the connections. Sure enough the machine started to leak from a few inches behind the filter/emergency drain door.

    Phoned the help number on Currys receipt and after several voice menu options was directed to Samsung Service Centre. I explained that we had just received the machine and that it has a leak. After answering several questions to identify the location of the leak, the operator asked me to hang on. She came back to me and said she had spoken to her supervisor and that it was an installation problem as the inlet hose had not been connected correctly and I would have to get the installer back. I said that I installed the machine myself (it’s not exactly difficult) and that the problem is definitely with the machine. The evidence of the leak was about as far as it was possible to be from the inlet pipe. She was insistent that I should have the installation checked but when I asked for her confirmation that Samsung would pay for this, if the fault did in fact lie with the machine, she reversed tack and said that she would arrange an engineer but I would be liable for the cost if the fault was with the installation. I agreed to this.

    She arranged a date for the engineer but was surprised that they appeared to be closed. (Christmas Eve!). She said she had booked me in for either the 29th or 31st December. When I asked her which date she said the engineer would phone me within the next 24 hours. I told her that was highly unlikely (but that’s no doubt the problem when reading from a script).

    Also worth being aware of, is that Samsung’s terms state that the serial number of the machine must be attached for the guarantee to be effective. The serial number is on a gummed paper label stuck inside the door hinge. I have concerns that this would last one year never mind ten.

    In the meantime, I thought I would inspect the machine so refitted the transit bolts to enable me to turn it on its side. It was then I noticed that all of the bolts were bent, evidence that the machine had received some sort of impact. Looked under the machine and saw that one of the internal hoses was split. (I later learned from the engineer that this hose was connected to the ecobubble feature.)

    Drove back to Currys to request a full refund as the machine not fit for purpose. They said it had to be inspected by an engineer. As this was already in hand, I agreed. They told me that the engineer would issue an RA number to authorise its return to Samsung and which would allow them to authorise the refund.

    By the morning of 29th December, still no contact from Samsung’s engineers. I drove again to Currys who contacted Samsung and said that we would receive a call later that day. It was not until 30th December that they called to say that they would inspect the machine on 5th January. Also, on the 30th, I emailed Currys’ Customer Service with a formal rejection letter and received an automated reply that they were very busy and that ‘they were working hard to reduce the response time’.

    On 5th January, the engineer did call and confirmed the fault. Gave me a report but told me that he does not issue RA numbers! I took the report to Currys to obtain my refund. They checked with Samsung and then told me that the manufacturer had still to receive the engineers report. I explained that that was nothing to do with me but was between Currys and Samsung. My contract was with Currys and that I had fulfilled their requirements for the refund by producing the engineers report and they now had proof of the faulty machine. I had to insist on speaking to a manager before they agreed to process what they call a ‘Pending Refund’, arrange collection of the appliance and only then, would I then get my
    money back. They told me their van drivers would issue me with a form which I should bring into Currys together with my credit card and I could do this as soon as the machine had been uplifted.

    Next day, 6th January, the machine was scheduled to be picked up between 3:50 and 7:50 pm. I received a call at 7:45 pm to apologise for being late and that they would be with me in 15 minutes. However, they advised that they did not issue any sort of form or receipt contrary to what I had been advised in the store. They did however, kindly let me photograph their work order as evidence the machine had been collected.

    At last, on 7th January, have now received my full refund and surprisingly, without any further misinformation, delays or other annoyances.

    Oh, and just after I received my refund, I received a reply to my rejection email of 30th December saying ‘I regret that we are unable to offer a exchange or refund until the manufacturer has authorised the return of this appliance.’

    Currys will be pleased to learn that I will never trouble them again in the future.

  126. been broke for 20 years got some money, spent £350.00 on a lap top, i have severe plantar fasciitis and bad nerves in my feet, had to take it back.. lost count of how many times now I have unresponsive keys and a message came up telling me im using wrong power supply, they’d replaced it previously after i refused to take an used display model replacement, these people are clowns and nothing but common thieves, see what happens when take it back this time oh and the manager can only give me £10 for my troubles, this company break the trades description act and misrepresentation of goods act of 1971 and should be shut down

  127. I got the year of those acts wrong.. here’s some thing tat is perhaps relevant from a citizens advice bureau web page ***


    If a business seller makes a false statement to persuade you to buy goods, they may have committed a criminal offence. You may want to report the trader to Trading Standards who have power to investigate this type of offence. For example, a trader selling burglar alarms may falsely tell you that you need an alarm because there is a higher than average rate of burglaries in your area.

    If you think you’ve bought something because of a false statement made by a business or private seller, you may have the right to end the contract and get a refund. The law that gives you this right is the Misrepresentation Act 1967 in England and Wales, the Law Reform (Miscellaneous Provisions) (Scotland) Act 1985 in Scotland and the Misrepresentation Act (Northern Ireland) 1967 in Northern Ireland, or the Consumer Protection from Unfair Trading Regulations 2008.

    If you’re in this situation, you should get advice.

  128. I have been trying to get my sons Samsung tablet repaired under my Knowhow policy since October last year. Due to errors with the store I still have my sons tablet at home NOT WORKING. I wish to get the money back that I have paid Knowhow for the policy as they have not delivered what they said they would. I have written 3 LETTERS to Sheffield and still not received an adequate response. How do I get my money back for the policy?

  129. Just dropped daughter’s laptop off as refusing to charge and just got stung for £130 for external hard drive & data recovery as they insist they need to wipe the hard drive for a charging fault!!! Not given much choice as daughter’s college work is on hard drive. Was told by we should have backed it up before bringing it in…which we would if it would actually switch on!
    We were not told of this cost when we phoned customer service. Laptop is less than 1 yr old.
    Really poor customer service!

  130. I have laptop insurance with knowhow and have done for almost 4 years now. I have normally had easy good repairs with them but this time not at all. I took my laptop in and it was said to be back in 9 Days. Having waited 10 I went back into the shop and found that pc world had booked my laptop in under a wrong name and wrong laptop and wrong address. They literally had no idea where my laptop was and what was going on. After half an hour of being in store they had some clue but said there was no return date on the system but it was ok because I have a no return in 21 day policy where I would get a new laptop. I went in after 23 days to find out where it was and after another 20 minutes of waiting I was told it was fixed and being sent back withing 2-3 days. It has currently been 26 days and I got a text from knowhow saying my laptop was in store and ready to be picked up. So I rang the store and was told to wait until pc world ring me and not know how. I am utterly dissapointed in the service I have received by both pc world and knowhow. Although some members of the pc world staff have been apologetic and tried to help, there has been no communication between them and me.

  131. The customer service team at Curry’s need taking out and shooting, I don’t think they have one brain cell between them.
    28.12.2012, I brought a Belling cooker from Curry’s GT Yarmouth. No problems buying the cooker and the warranty, that was straight forward. It is all the problems I have had since. In April 2013 had my first call out due to one of the rings not lighting, then a few months late another call out because of a carbon poisoning problem. The manufacturers – Glendimplex. sent letters out about the problem and that was another call out. Then I had to call them out a few months later because the cheap chrome plated on and off buttons were melting because I didn’t notice the oven wasn’t fitted correctly. (Well that is what the engineer said). The 18 months later after purchasing the cooker I noticed that were the glass lid opens and closes on the hinges was going rusty. Spoke to the Know how team who said speak to Glendimple. I sent a letter to glendimple, who said it was my fault because I as using the wrong cleaning products. The on/off button came away from the cooker and on close inspection, inside this button it is cheap plastic with a silver coating, which had split because when the oven is on the heat has melted them. After a eight week wait for an engineer to turn up today the 5th May on a all day callout, he never showed.
    After I had spoken to three idiots and spending over half an hour on the phone, I was told the appointment had been cancelled and that they were sending me some new buttons so I can fix the problem. This is now in the hands of my solicitor as the cooker was £800 and the worthless warranty was £149.
    My message is do not buy from Curry’s, unless you like wasting your money and phone calls dealing with idiots………..

  132. They have lost my brand new projector TV and are refusing to give me a refund for the £879.00 purchase price until they have completed their investigation.

    They will not tell me how long this investigation is going to take.

    What baffles me is why they expect me and my bank balance to suffer because of their loss.

    This seems very unfair, if not a form of bullying.

    I have found them to be very difficult to deal with and will never cross their threshold again.

    Does this seem reasonable to you?

  133. I bought an Acer laptop from Currys and paid the extra to get everything installed and updated to Windows 10 via their KnowHow service, which also included a session to show me how Windows 10 worked. A few days after I collected the laptop, the Acer screen went blank, with just the barest outline of the curser and start-up page in the background. This only happened when the adapter was plugged in. I took it back to Currys; they certified it dead, and offered me a new Acer laptop. After just a few hours, the same problem happened again with the new laptop: the screen went black, with just a faint picture of the start-up menu in the background when the adapter was plugged in.

    I searched the Acer complaints, and found that this was a problem with Acer laptops, yet when I took the second laptop back to Currys, they said they couldn’t understand what was going, even when I told them I wasn’t the only one complaining about an Acer black screen after only a few hours/days use.

    They offered me a third laptop, now a different make, and they said that they were sending this batch of Acer laptops back to Acer. I don’t know whether they did, but when I asked what was causing the black screen, they had no answer.

    So in three weeks, I went through three new laptops with Currys and their KnowHow section. To give Currys their due, there was never any problem with getting the laptops replaced, but even a month later, I’m still scratching my head over what went wrong with those two new laptops.

  134. well seems like a common daily occurrence with this company then, you take computer in to be fixed while you have been paying for care plan for 7yrs, they leave it sitting for 3 weeks in dispatch with completed sticker on and NO ONE !! bothers to find out why its sitting there, we have to keep going down to store to find out, we dont live around the corner its a car journey each time… then they finally send it back we bring it home…hey guess what. ?? yep…not fixed same problem, back down again…send it off …and guess what….?? yep, not fixed back down again….this has been going on since 17 AUGUST….we were told by store if its not fixed within 28 days they will replace as that is our cover plan…it came back in 27 days..hey guess what ?? yep STILL faulty !!! back down again…they have sent it back we have refused to receive it from store as we have been told 28 days, its gone on long enough, with our care plan would like it replaced as we have no confiedience in this company, but NO !! they say our care plan says 48 days !!!…it has come back in 42 !!…so over the years we have paid out about £600, if they could be customer savey and offer us £300 in vouchers to buy in store they are on a win win …. they would still have made money…but no they will not as they say its repaired….I have lost the opportunity of applying for two jobs as it is our main computer, which isnt even used a great deal,so where do we go from here….Discusted …Disappointed…does not even cover it, for such a large company we become insignificant and they just do not care , just take a look at knowhows face book , pages of comments of unhappy customers, from know on I shall go to small shop up the road from me who do excellent job for small cost and only take couple days.please think before purchasing this care plan..

  135. In our experience the KnowHow packages are no good at all. When sold they tell you they will sort your PC/laptop Whatever Happens. They happily take your money each month but when you have a problem we have found them less than helpful. the more pleasant staff assure you the problem will be fixed, but are actually powerless to do anything. The others find more and more excuses, usually along lines of it being a software error, therefore not covered – even when it is software that THEY have put on! The rules change and just when you think they may change your laptop as it has been in 3 times, they find more exemption excuses. We paid in and patiently stuck with them for 2 years for 1 laptop then just under a year for the 2nd, Now we have stopped paying and just take our laptops when necessary to a much more effective local social enterprise who fix the laptops to a high standard, including loading the drivers that should have been loaded by Currys in the first place! Very disappointed by the service, or lack of it. Do not wish to use it again, but they seem to be the biggest and most conveniently located outlet for computers and all electrical items. Wish there was a big brand competitor who actually honoured their promises – we’d definitely use them!

  136. sent my lap[top of for repair as wouldn’t take a charge i got a call today saying power switch was missing also power board missing and mother board is no good i was quoted 480 for repair the issue i had with this is no parts where missing when i took it into pc world the guy who booked it in varified this and now i dont no how or where the parts have gone im also now sceptical if mothewr board was original fault as my laptop defiantly had those parts

  137. I recently used Currys KnowHow repair service at the end of Aug 2015 to diagnose and fix my HP Pavilion laptop that I had for the last 5 or so years. I paid the upfront initial charge of £60. A week or so later I got a call from KnowHow confirming that the mother-board had been corrupted and needed replacing and will cost an additional £50 for the part. I agreed to go ahead given I had already paid £60 but enquired whether I would lose any data on the hard drive. I was reassured that I would not lose any data. Couple of weeks later, when I got the laptop back, I checked if the problem had been resolved. All looked great, managed to log in ok. However, to my horror, despite the reassurances, laptop had been factory reset and wiped clean. I contacted KnowHow who confirmed that as the mother-board needed to be replaced, it had to be factory reset and the person who previously confirmed that I would not lose any data should not have done so as she did not have all the details. As it appeared that the laptop had been fixed, I let the matter drop. I don’t use the laptop often as I have access to two other laptops. I must have used it 5 or 6 times over the next couple of months. All was looking ok and then suddenly I had the dreaded black screen again at the start of Dec 2015. I rebooted and managed to log in. I recognised the symptoms that I had previously when the issue first started so I decided to monitor over the next week or so. After about another 5 to 10 days, just before Xmas, it stopped working altogether. Same issue as before. So I called KnowHow and explained that the laptop is having the same issue and I did not believe that the original issue has been resolved. The guy from KnowHow suggested sending it back and they would have look at it again as he now believed that it may be to do with Windows software itself. Due to Xmas and work commitments I could not go back to Currys till start of Jan. Currys and KnowHow now wanted another £60 to repair the laptop as previous 3 month repair window had expired and because I did not bring the laptop back in Dec even though I had called KnowHow in Dec. This was a complete rip-off. After charging £110 for something that was never fully resolved and losing the data, there was no way I was going to pay more money to Currys and KnowHow. I would never use either of them again and would not recommend to anyone. It cost me £110 to use the laptop for few times. Don’t make the same mistake.

  138. sent my mac book for repair first off was left in the shop for over a week as some one forgot to book it in for collection then was quoted for two parts they say it needed was over £700 so decided not to repair it, as I was complaining about the fact it was left in the shop was advised to take it to the genius Apple bar and get a report from them so glad I did and the guy from Apple sorted out the problem
    In 15 minutes with no need for any parts, FREE OF CHARGE despite being told in the store no one would look at it for free unfortunately for me had already gone out and replace the original Mac book a couple of weeks earlier so thanks to the so called know how experts have now two working Mac books and £1000 out of pocket (paid out for the second one not needed)
    Thank good I went to Apple otherwise would have thrown away a perfectly good Mac book all based on their advice shocking really

    1. I also went to apple and it turns out the know how team are not authorised to even open mac products! They are meant to send it to apple who are the only ones permitted to investigate and repair. They only pretend they check it up I’m guessing, in your case was an excuse for an expensive part hoping you would refuse in my case was an elaborate story about water damage (with pictures and all lol) when apple wrote a report saying there was no such thing.

  139. Terrible service, they lie! I had a manufacturer error on logic board sent it to know how team that came back and said not in warranty as there was water damages. It was good that I did not believe them and took laptop somewhere else got a report saying no water damage. I bet I’m not only customer they lie to so they don’t have to cover repairs.

  140. Hi I am having issue with knowhow now I have been with PCs world for 7 years now been paying 7.99 each month for 7 years. My laptop broke because it fell over the stairs and they have refused to repair it the last letter I received was that it is excessive and the repair till date is up to £ 1000. They have turn all the repair they hAve done on the laptop against me.they claimed That all the faults since I bought the laptop has been a misuse I am not happy I am been accused. The private investigator said that all they claim that all the repair are all misuse but I have been sending this laptop in for repair for over heating for years now they never repaired it was still having the same problem till it broke Please what do I do?

  141. Laptop with CurrysPCWorld KnowHow now for 13 days for reset following (I think) problems with installation of Windows 10. No contact so far. Phoned customer services who after some difficulty finding the repair docket, told me the store (Ashford, Kent) did not answer the phone (they would not give me the number) and that their email system did not work, nor does the automated tracking system. They said they would do a ‘manual enquiry’ and I might or might not hear back in a few days. The only other option was to go to the store (30 mile round trip) to see if it was fixed. This is hopeless. Unless I hear back I suppose I will have to go to the store and see what explanation (if any) the manager can offer for this inability to contact them. And hopefully collect the laptop.

  142. Took my HP Laptop for the Free Health check to Beckton PC World. They could not tell me when it will be finished, I said I need it in a week’s time are you likely to be sending it away, the employee said no and I said I will come and collect it whether finished or not on Friday. On Thursday when I telephoned it took a while to find it, because it has been sent away to Sheffield. My daughter was supposed to take it to uni, after I complained it was returned another 5 days later. We now have to spend another £50 to take it to her. Also I don’t see any difference, the machine takes a long time to start the same as before. A pop up screen saying some thing needs to be re installed keeps popping up same as it used to. Is there any point to paying £6.50 per month to Know how for the care plan if they are not giving us a proper customer service.

  143. I took my 2 year old Toshiba laptop to Pc-world when it failed. It appeared to boot, but the display was black. Knowhow told me the main board was faulty and my £350 laptop would cost over £500 to repair. Needless to say I had it returned without the repair. On receiving it, I turned it on and was surprised to find it booted to the set up screen. It has been working normally ever since!

  144. Not wishing to tar ALL branches with the same brush I will say that this issue was with the Southend on Sea brach of PC World.
    I selected a Lenovo Y70 laptop for specific use as a travelling photographer. The machine was very robust with an aluminum case, the display was up to spec for photo editing, a fast SD card reader for downloading large RAW files, powerful speakers meaning I didn’t need to take an external sound device and great battery life for in-flight use of around 4.5 hours..
    The laptop developed a slight fault where the screen would flash after starting up, this would last for between 5 and 20 seconds so did not render the machine un-usable. The warranty was still valid so I decided to get it checked in case it was something that could indicate a more serious issue. The laptop was taken to the Southend on Sea branch where the flashing screen was verified and it was sent off for service/repair with a fully charged battery along with the powers supply as requested by the staff.
    After a few days the laptop was returned, I visited the store to find that the screen was still flashing and the power supply had not been returned so it was sent off for a second time.
    The laptop arrived back at the store and a quick test showed that the screen was no longer flashing but, once again, no power supply and an almost flat battery. I took the machine home with the assurance that the power supply was located.
    A few days later came a call from the store to say that they had not been able to locate the power supply but would replace it with a new one. When I went to collected I told the staff that the PSU was smaller but was assured it was the correct unit as Lenovo only supply one type.
    On arriving home I connected the PSU, the charge light on the laptop was on but when I tried to start the machine the charge light flashed and the machine refused to start.
    Further inspection showed that the machine required a PSU with over 6 amps but the PSU they had given me was only 3 amps so back to the store again with both the laptop and the PSU.
    I did suggest that I could buy a PSU and they re-place the original ASAP which would give me a second power supply to leave at out holiday apartment. Following a few phone calls and discussions between the staff they suggested replacing the laptop with a brand new one, this was bizarre to say the least but they said it was the only option as they were un-able to locate the PSU.
    A search showed that A Lenovo Y70 was not available so they agreed to offer a higher spec machine as compensation and after I told them my specific requirements and intended use they offered an MSI laptop. I asked to inspect the laptop at the store but this was refused, to be honest this should have rung a few alarm bells but I took it home on pure, mis-placed trust.
    After a very brief inspection I found that the laptop had a display designed for gaming which was no good for photo editing, a flimsy plastic case, tiny speakers, a painfully slow SC card reader and a battery life of around 90 minutes.
    During a call to customer service I was told that I had accepted the replacement as I had opened the packaging and switched it on despite the FACT that an inspection was refused in store.
    After reporting this on the feedback website I received an email form customer services who agrred that the machine was not suitable and the store should have allowed me to inspect it before acceptance. I got call from a member of management offering a refund providing that the box had not been opened and the security seals were intact, He did offer a £5 discount on a set of laptop speakers by way of compensation which were £18 dearer than Argos and Amazon full retail price.
    LESSONS :-
    – If you take a laptop or PC in for service/repair get EVERYTHING in writing.
    – DO NOT give them ANYTHING apart from the machine itself
    – If possible record everything on a GoPro or smartphone as evidence
    – If they can’t resolve an issue get a refund NOT like for like replacement
    – If you do accept a like for like replacement inspect it BEFORE accepting
    – Above all, DO NOT assume that PC World staff know what they are selling and DO NOT understand specific requirements.

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