May/103
Why I will never buy a policy from DSGI again.
2 months ago my 3 year old Toshiba P100 laptop died - in the truest sense of the word. Every time I tried to use it I got a blue screen error and reboot. After multiple attempts at fixing it it was apparent that there was a problem with one/more components and that it needed to be sent off for repair.
Don't worry I told myself - that Whatever Happens Policy that you took out with DSGI three years ago means it will all be fixed and returned no questions asked. In theory.
I phoned the DSGI phone line in mid-March to arrange for the laptop to be collected - thinking this gives them a good '28 days' as stipulated in their policy to get it fixed and returned to me before I have to go back to uni and revise for my finals.
Needless to say 28 days came and went. I was phoning DSGI on a weekly basis to find out what was happening and all sounded promising until the 3rd week - we're waiting for a new battery and powerpack that was where the fault was.
Week 4 - Yes we're still waiting for the battery and powerpack but because of the volcanic ash its going to take another week
Week 5- There hasn't been a change in the status we're still waiting
Week 6 - No still waiting - but we'll get in touch with the repair centre and find out exactly whats happening and how long they are expecting it to take
End of week 6 - Just to let you know we still haven't heard from the repair centre but we'll phone you when we do
Waiting, Waiting
Middle of week 7 - Yes we're still waiting for a battery and power cable. What someone told you they'd find out from the repair centre? Oh I have no idea why they would say that its not our job to chase these things up. You just have to wait OR accept a new laptop (of equal or better specification* But not the same make).
I told them I would expect an product of equal specification to be one of the same make and that if that is not the case I would prefer to wait for my own product back fixed.
But I obviously want to know what on earth is going on that it takes 3 weeks to get the parts.
'No can do' was the reply from the customer services rep.
Right well give me the address for head office - this is the worst service I've ever had and you are still sitting on MY £1200 laptop and refusing to tell me what is happening to it or when it will be fixed.
'Oh we don't have an address but here's another phone number try them'.
So the current situation is - I'm down a £1200 laptop and 3 years of policy premiums at £10 a month.
DSGI refuse to tell me how long it will take to repair/ locate the parts for my laptop. But funnily enough strongly advise that I just accept a new 'replacement' product of their choosing.
Words cannot express how angry I am with this service.
Hi! I’m Jen, I’m 21 years old and study medicine in the UK. I'm currently studying for an intercalated degree in Pathology and Microbiology but excited about going back to clinical medicine next year!
May 13th, 2010
I had vouchers supplied to me for an equivaliant specified machine after 4 weeks which is part of the agreements guaranteed repair times had no hassel or problem getting an alternative replacement . Take the voucher if you can’t wait for the manufacturer to supply them the parts for repair. It could be a lot worse if you had no repair cover. Manufactures don’t seem to keep parts for any length of time these days as same happened my LCD Tv.
May 16th, 2010
Hi AJ, I think what has annoyed me most is that the laptop was an 18th birthday present from my parents so obviously had some sentimental value & I would have liked to have had it repaired (as it is a repair service!). That is what put me off accepting vouchers straight away when the 6 week time frame for repair was up.
The people I spoke to at customer services were also unable to tell me how much I would get if I claimed the vouchers and told me that the specification comparisons that they made did not include comparing like for like with a machine from the same brand.
The fact that the Whatever Happens customer service people were unable to chase up the missing parts or request more information about how long the repair centre were anticipating them taking was the most frustrating part.
Ultimately I spoke to so many people who were unable to help in any way & told me I just had to keep waiting indefinitely that I decided it was better to cut my losses (and increase theirs) by claiming the vouchers for a new product.
May 27th, 2010
I work in the repair centre (genuinely). I can actually find the status of your laptop and tell you what is going on with it. Need the serial number or the JOB (JRS) number.