pc world warranty,child with AS,refused repair as said was 'neglect'

[chickchickchicken]

can anyone advise? my son has AS, dyslexia, dyspraxia. when we bought his laptop from pc world we also took out their 'whatever happens' warranty. we specifically went through all likely scenarios - drink spilled, dropping it - and were told everything is covered except losing the laptop. we have had one repair after he dropped it. when we sent if off for latest repair (drink spilled) they told us that this was neglect. their policy does not state there is a limit to the number of claims and i have paid £5.99 a month for the last 3yrs we have owned it. i have spoken to them, gone into the shop, and written a letter but yet they still refuse to repair it. i am shocked as thought i was quite savvy on my consumer rights but am getting nowhere. can anyone help?

They are trying it on -try trading standards if you haven't already and tell the PC World Manager thats who you are going to with this matter now. Also have you got house insurance as you maybe covered on that?

zzz - have policy and it doesnt say anywhere that it doesnt cover spilled drinks. when i went into shop they said there have been a lot of people trying to change laptops they got given as xmas presents and using spilled drinks as an excuse to claim on their policy and get given a voucher so they can choose laptop that they want. i did ask if they have any idea what it is like to like with a child on the autistic spectrum and i just wanted it sorted as he uses it at school. shop said was different company who run their warranty.
wasup - trading standards and house insurance good idea. will try to avoid house insurance if possible as premiums doubled after was flooded a few years ago. will check house ins small print
i cant see how they can back out of it either zzz.

They once told me that my laptop didn't work properly because we were using it in France and 'they have different electricity'. They are $%&*^&%$£ and should be shunned.

Insist or call in the ombudsman/trading standards.

zzz - brill idea
jux - france have different electricity, have to laugh (though annoying for you i am sure)

tee hee zzzz I like your style. Can I come with you on outings please?!

can i come too? i can see us clearing restaurants and never have a problem with overcrowding ds with AS would love that

"when i went into shop they said there have been a lot of people trying to change laptops they got given as xmas presents and using spilled drinks as an excuse to claim on their policy and get given a voucher so they can choose laptop that they want."

That's not your problem. You have an insurance policy. If they refuse to fulfill their side of the contract I would mention the issue of them mis-selling policies. If they sold it to you on the basis that you could claim for spills then they need to either pay up or face a large fine for mis-selling.

Just spotted on another forum that you might also be able to claim on your household insurance if it covers accidental damage.

And just one more post. :o

It looks as though they have a history of doing this. The advice seems to be to send them a letter before action and if need be you can go through the small claims court.

Good luck!

thanks coppertop. have bookmarked link.my son is very very clumsy and i checked all likely scenarios before purchase. wasnt worried about not being covered for it getting lost as he is at a very small special school and opportunity for losing it is very slim. but likelihood of accidents at home is very high
when i mentioned mis-selling they said that the warranty is by a different company and i need to take it up with them. as manufacturers standard warranty has run out would you suggest i send letter in your link to warranty company as my contract is now with them and not pc world?

This is the sort of thing trading standards give good advice on. Give them a call and they will tell you who to write to and what wording to use.