Hoping someone can help me here (a little bit long so I apologise but I will keep it brief as I can :-D) but I really am so so so very angry and not getting anywhere.

14/08 - Ordered laptop online

18/08 - Delivered - laptop was faulty so took it to the local store who confirmed it was and gave me a number to ring the next day to arrange collection/replacement laptop

19/08 - Rang up 12pm and it was agreed laptop was faulty, confirmed it has to be collected then a new one sent out.  Advised an email was being sent out with return label and forms etc.

                  - rang back 3pm as hasnt received email.  Snotty reply that when they are busy it can take 4 hours so basically to ring back after that time (despite being told email already sent??!!)

                  - rang back again 4.30 pm to be advised that email address was wrong and she amended there and then and resent new email.

20/08 - No email so rang again 10am and was put on hold while they spoke to courier direct and arranged for collection the next day, also gave me the return details to stick on the parcel

21/08 - No collection so rang at 6.15 to be rudely told that nothing on the system to say collection was arranged, couriers is shut, nothing she or anyone can do, I have to ring back the next day!  Asked for a complaint to be logged as service not good enough and was given a Case Number (which I have stupidly misplaced!)

22/08 - Rang again 10 am and advised that at 9.30 am collection was arranged with courier for Tuesday 26th (bank hol Monday).  Asked if I would have received a call to let me know this information.  Apparently no!

26/08 - Finally collected.

01/09 - Had not heard anything regarding collected laptop/replacement one so rang yet again 10.30 am.  Asked about complaint case reference, but apparently nothing again is on the system, no complaint no nothing!.  Also confirmed that order for replacement laptop was processed the previous day (sunday 31st) and it was dispatched today, to be received Wed/Thurs.  I was given an email address so I could make a complaint.  Email duly sent giving dates times and who I spoke to along with everything that was said! (always note down when and who I speak to etc!!)

TODAY -  Received an email to say that replacement laptop was in fact out of stock and offered an alternative!  Huh????  Was told yesterday that laptop had actually been dispatched.  So rang them up again to be told I was given wrong information yesterday, the email today was correct and it would probably be delivered next Monday!!  Needless to say I am not happy!  I asked to speak to a manager/supervisor but was told the standard reply of "they are all in a meeting" (I know this because I was a Customer Services Team Leader so know how that works!!).  Requested a call back from them to be told, they probably wont but she will leave a message for them. 

What else can I do???  Everytime I ring up I get given different information or wrong information.  Its not as if it is a little bespoke company, its a blooming great big national one!  Not once have I received an apology or anything.  In fact the last person I spoke to at the end of the conversation said "is that all" when she put the order through for the new alternative replacement!  I have sent another email attaching the one I sent yesterday with everything that has happened today but I have just noticed on their website that they should reply within 5 working days!!  Obviously I am not going to get the laptop any quicker but I would like to have answers as to their lack of service so far etc etc.

from a very stressed out person!

First thing is sit down, make a cuppa and chill out with some music.

I would cancel it, get a refund and start fresh with someone else. Give them the old trading standard line where you have been advised to ask for a refund. Have a chat with your visa company if paid with one too as they maybe able to help.
Just start fresh with someone else.

Now I'm going to give you a relaxing massage so here goes.............................................................
...................................................................................
..............................................................................................
.......................................................................................
.......... Hows that, feeling better now?

Aww hun that sounds heavy :(

If they are being no help whatsoever and your geting nowhere quick is it too late to cancel and get a refund so you can take your business elsewhere?

I work in a call centre for insurance for a massive company and if we ever spoke to a customer or treated one like you have been treated we would be out on our ear I can tell you!

Its terrible but you have to keep on their case every day as someone isnt doing their job and not owning up to it, hard to believe they are ALL that imcompetant but then again....??

If it was me I would cancel and go elsewhere as you dont need this hassle when doing something as simple as ordering a lap top :(

Is there anyone else like a seperate entity you can complain too, trading standards etc?

If I could cancel i would but it was a cheap laptop and I wont be able to get one for the same spec etc for the same price and I cant afford to pay anymore so basically stuck.  And to make matters worse, I have just this second received another email saying they have processed my refund?????  eh??? what refund??  Just waiting in a queue on the phone yet again to speak to someone!

Thanks though minipeace for the wonderful massage!! :-D :-D

ETA apparently its how their system works.  I will receive a refund for the old laptop and they will debit my account again for the new one.  Just hope that its done at the same time as they say the refund will take 4/7 days to credit back to my account, yet the new one is due to be dispatched tomorrow and that is when I will be charged again.  Why is nothing ever simple in this world??

kerrib who did you buy it from?

indian dish!

So sorry for your troubles Kerrie

> indian dish!

but that made me Laugh,

> So sorry for your troubles Kerrie
>
>> indian dish!
> but that made me Laugh,

Hehe.  Didnt want to say directly who it was from, you know just in case ;-) but it did give me a tickle or two writing it!!

Glad the massage helped :)

I am available for hire mon to fri as long as hubby is away lol.

You might find some great deals around now from various online companies. Its a tough time for many but good for buyers and there are some good deals to be found.
Do you mind if I ask your budget on the laptop?

i am very bad at riddles.... :( just if it was my employer i could get some advice from the guys in that team. every little helps ;)

> Do you mind if I ask your budget on the laptop?

No problems.  Its very low at £300!  It was actually a reconditioned Toshiba 17 in one that we have bought (if we ever see it).  I bought a really expensive brand new one from them a few months back and was really pleased with the service.  The laptop is actually for hubby as his dad sadly passed away suddenly a couple of months ago and after expenses etc there wasnt a lot left from his estate (about £300!! :-D) but he always wanted my hubby to have his own laptop for when he goes away (in the forces) so he could keep in touch.  Hence why we only have that limit.    So you can imagine how hubby feels right now :-(

> I am available for hire mon to fri as long as hubby is away lol.
>

LOL.  Better not let him see this then!!! :-D

Sorry to hear the sad news big hug.
Ok I'm going into camo gear and hiding behind sofa now :)

Am I right in thinking through the forces you are tax exempt ?

Axses E15 15.4"   ...from £298.45 inc vat 
  
15.4-inch TFT screen for 1280 x 800 resolution in widescreen format.
Intel Celeron or Dual Core Mobile Processors for performance on the go
Built-in wireless LAN to connect to your home or office wireless networks.
Come with Microsoft Works 9 and Microsoft Office 2007 60 day trial
SiS M672 Vista premium optimised graphics.

This is one I spotted but I think we can do better.

I'll ask a question on a fishing forum where I post as they are pretty good at finding deals and will let you know what happens.

Ok here's a link one chap put up http://forums.moneysavingexpert.com/showthread.html?t=1993 he added if you join and post they are pretty good at finding a great deal.

Have a peep here https://www.medionshop.co.uk/

http://www.pcworld.co.uk/martprd/store/pcw_page.jsp?BV_SessionID=@@@@0321390336.1220376427@@@@&BV_EngineID=ccdcadefdehldfmcflgceggdhhmdgmi.0&page=ProductList&category_oid=-28487&show_all=true
Pc world offer some refurb units with this link. TOSHIBA L300-146 REFURBISHED INTEL PENTIUM DUAL CORE T2370 PROCESSOR is one listed here for 269
There are also more Toshiba's under 300 listed as well.

Tesco may still have some Laptops left, they had one under £300 and it's 2x the spec of the one I bought there last year - which I'm very happy with ;)

http://direct.tesco.com/q/N.1999724/Nr.99.aspx?Ns=P_SORT_Price&btnResultSort.x=513&btnResultSort.y=412

I just walked in the shop and bought mine ;)

Now its just a pity you are not in Scotland, we usually threaten them with the Sunday Post (they have a sort of consumer complaint page), it usually gets results! Might be worth a try as it does get sold in England too (especially the North)

BTW PC World and the Indian dish company are the same parent company(DSG International)

>> Have a peep here https://www.medionshop.co.uk/

don't touch medion with a bargepole.  I got a medion laptop and my brother who works for a computer company kept telling me it was crap but it was cheap and that was all I could afford at the time.  I had nothing but bother with it and had to get it regularly repaired.  I then googled 'review of medion laptops' and loads of comments came up about the motherboards being rubbish and breaking quickly.  That was the demise of mine too :(

I would always recommend searching for reviews on any product.  I replaced mine with an acer travelmate 5320 which was less than £300 from BT I think.  I think it was £280.

Good luck

I kind of feel sorry I tried to help.

Bye bye

Oh don't be, I didn't mean for it to sound harsh. :(  I still have the battle scars and debt from buying a rubbish laptop so am ever so slightly bitter. ;)  From my perspective on buying a rubbish laptop I wish I had done the research first as I was so keen to get a bargain that quality didn't feature.

Sorry I havent gotten back to you MP, (getting kids stuff ready for first day back at school).  Had a quick look at the links you gave, brilliant thank you.  Hubby working tonight so cant show him but when he gets home tomorrow I will and then we can work out what we can do about it.  Still heard absolutely nothing from that place but then didnt expect to!  Tried ringing again to speak to someone in charge but again got the standard textbook reply of "they are all in a meeting".  I've used that line many a times when I was Team Leader and people wanted to speak to the manager!  Oh well, have printed off all the correspondence received and will be posting it tomorrow recorded delivery so hopefully someone will actually take notice!

Thanks again Stuart.  Will let you know what hubby thinks.

What I've done in the past when it's customer service that's let me down is write a detailed letter explaining what's happened.  Phone Head Office and find out who the MD is and the name of Customer Services Director/Regional Manager or similar and manager of the branch you are dealing with. Send it first class to the top guys at Head Office and second class to the branch you are dealing with.  By the time the branch manager has got the letter by second class post they have been questioned on points by the top guys.  Only done this a couple of times but it has worked a treat for me.

I once had a whirlpool washer which went wrong and I had c--p from customer services after 4 goes to repair the thing. Wrote to the MD with a plea "from a Mum with a house full of washing"  New, brand new machine with 5 years warrenty within 5 days. Excellent, write to the top not to the monkeys.

I feel for you, how frustrating :( , we had similar problems with a lcd tv, they messed us a round so much we ended up getting a full refund and went elsewhere.