If you look at when I wrote it you would see that in fact I had meant for it so that Cjeheth would look at it on Monday, so no, not in the Sunday post. I am certainly not stupid.
Sounds like things are going OK then, just need that all important letter now
nothing in today's post, called Orange this morning and was advised that the voucher is definitely on route and I should definitely receive it tomorrow - seems that it wasn't actually sent on the 4th as previously advised but that only the request was made internally to head office on the 4th, however as they still seem unable to check when it was actually despatched I don’t understand how they can be so certain that it will arrive tomorrow.
Well I'm now curious about what might happen. Checking on the PC World website the laptop (Advent 7211) is only a delivery item now. I doubt PC World held my order for over 40 days, so I'm wondering what might happen when I go to pick it up.
As I see it, they might offer me a number of choices:
Its in stock / still reserved, and I get the laptop. This is the preferable result, but knowing my luck....
Its not in stock, but they'll order one in for me and I have to come back later for it (so yet another delay, and an extra trip / expense).
I'll have to order an online version and pay on top for delivery (which I'll make a big fuss over, but then, 2 is far more likely than this).
I'll be offered a lower spec laptop (which would be useless to me, the advent is the lowest spec machine that would be useful to me) and again I'd make a fuss over it).
I'll be offered a higher spec machine, but have to pay extra for it (not a possibility, can only just afford the one I chose).
If the above happens, I might get lucky and get it at the price I agreed to pay. Though this is entirely unlikely, it would be nice for a change.
I get offered a similar spec laptop for the same price. I wouldn't mind this, but it still matters to me that I get roughly the same spec (maybe taking from one area to put into another for instance).
I get given £300 store credit. This would be a great option as my printer just died and so would actually be useful to me.
I guess I'm being paranoid and planning all this prematurely, but I don't want to be forced into a choice on the spot. They probably have the laptop in store anyways (just don't do the collect @ store option for it), but there'll be hell to pay if they expect me to settle for something lower spec (even if it costs me less) or more expensive (which i just can't afford).
If anything they'll give you a choice of what you want, with the same £300 off. But saying that PC World know that you haven't collected your order yet so to be honest there is no reason that they have stopped reserving it for you, as otherwise Orange would have told them so (i believe Orange has already paid PC World for all of the laptops, so they would want to redeem any money from failed orders etc) therefore i think you'll still have your reserve lappie.
Let's hope so
If they don't have it though then I think you should push the fact that they should still have it reserved, and want a laptop that is the same, or better spec for the same price. Most companies would be happy to do this, because it's their fault. Yet saying that PC World isn't renowned for their brilliant customer service
I doubt PC World held my order for over 40 days, so I'm wondering what might happen when I go to pick it up.
They better have held my laptop for me or I doubt I will be able to control my anger, I've been to the store a few times to try and get my problem resolved without help from them. Seeing as they sold me the package and told me I would receive the laptop within 10 days they should be holding it until I can either present my hard fought for voucher or until the earth freezes over (which may be the same day at this rate).
Well its not exactly £300 off. That was the Currys deal. PC World was £300 off any laptop, or one of the ones from their selection. The Advent 7211 is listed at £429.99 on the website, and was ordered at £69.99, so thats £360 off. I'd happilly settle for £300 store credit at a '£60 loss' because its something I could use (its also a more probable offer, as its similar or on par to the original offer).
I'm pretty sure Orange were only paying out £300 so the laptop would of been at a loss for PC World (or rather, just cutting into their markup). If I went and spent it on a printer, and a Wii, or graphics card, or whatever, they'd still recieve their markup on those products, they'd only miss out on potential revenue from tech support. But, I'm computer savvy. The only time I'd come to them for support would be during the warranty if anything fails. I don't aim on buying an extended warranty, the laptop's too low spec to bother with it. I don't aim on buying software with it (I have the software I need, an old PC packed up so I've spare licenses for windows, office, virus checkers, etc).
But meh, time will tell. I've thought about what I'd get if I get offered store credit (printer + wii (which i'd probably try to sell on unopened at xmas for a profit)), and thats the only thing that concerned me (being put on the spot to pick out what I want). Decision over the laptop issue will be easy to sort out on the day, if this occurs. But meh, probably just paranoia speaking and things will go swimmingly from now on. At least the connection's a vast improvement over BT's shoddy service.
Oh, and ralph, if they haven't held the laptop and don't offer an acceptable replacement, then this would be entrapment. Trading Standards would have a field day with something like this. Not to mention if it starts effecting multiple people (who knows what's going on with this 2nd deal, I'm sure there must be others who've had problems and haven't found this site), a BBC Watchdog report might clear things up.
Last edited by Cjeheth on Mon Sep 10, 2007 7:26 pm; edited 1 time in total
If anything they'll give you a choice of what you want, with the same £300 off.
when I originally signed up (27/7/07), I was told that I would be able to pick an alternative model when I came to collect, however when I last visited the store (I tried unsucessfully to get PCW to resolve the problem with Orange) the shop manager told me that I would only be able to change my choice of laptop to one which would have been available during the original offer - I guess they may make an exception if they have failed to hold the laptop
Have you got your letter yet Ralph? If you have, did you have any problems in claiming it (as my paranoia fears)? If not, best of luck in recieving it soon. I'd suggest contacting Ofcom for advice on the matter if they fob you off again.
(Still nothing for me, but they did say friday at the latest)
Am I not right in saying there was a choice of ANY laptop on offer? I had that choice anyway?
I can't understand why on earth you haven't got anything yet. I thought you had both signed up before me?
I tell you, if you don't get what you want get straight onto watchdog, yes they certainly would have a field day
- meant to take 7-10days taking 40plus
- (possibly) not having a reserved laptop
- poor customer support
- the fact that "tomorrow" never comes
WOW I'd love to work for watchdog if i got a claim like this
Well what was funny is that with all the stuff I had onto Orange, they said Ofcom would contact me in a few days to sort things out. It never happened, so was obviously a complete an utter lie to fob me off, and to stop me contacting them myself.
The 10 days thing actually happened, when they got the proper MAC code, that fault was on BT's end. But, it was terrible service in not telling me there was a problem with the MAC (especially since when I signed up in PC World they said they checked it and it was valid). That, and when I finally did get a new MAC code, I was fobbed off from person to person with them unable to tell me whether I'd get the laptop or not, telling me contradicting things and then in the end telling me to goto PC World to sort it out. The manager at PC World got it sorted in less than an hour, though he said they should of just taken the MAC code from me without all the hassle and that what they were doing was inexcusable.
The delay now is waiting on the letter, but in all fairness they did state by the upcoming Friday (connection went live on Saturday), and so they've 3 days for the letter to arrive. Why it takes so long for one to be sent out however is a joke. The possibility of the laptop not being reserved is my paranoia, but I'm guessing it could be a possibility and I brought focus on it to sort it out in my head. For Ralph's sake, as much as my own, and anyone else who might of been effected, I hope to god they've still been reserved.
Well to be quite honest I do think they will still be reserved, there must be many customers who haven't got the code yet.
The PC World near me actually seemed quite organised when it came to reserving the laptop, so I am sure they are aware of the problems (I made sure the guy who served me was ) and therefore they'll keep hold of them until claimed.
surprise surprise Orange are now claiming that royal mail have lost the original letter which was sent to me on the 4th - previously they said it was sent on the 4th and later changed their story to that it was only requested to be sent on the 4th - I really don't think they have a clue as to what they're doing. I am utterly sick of being given the run around and of being lied to by such an incompetent company. I now have to wait another 5 days and hope that royal mail don't lose this one as well, my blood pressure in the mean time is at an all time high.
ok - I accept that mistakes happen but when they do I expect the customer to be treated with courtesy and for the situation to be resolved without any further delay, it is deplorable the way that I have been treated.
My intention is to visit PC World tomorrow in the hope of some support but I'm not holding my breath as they haven't been helpful so far.
When the laptop is actually in my possession I will definitely be lodging a complaint with Orange and copies to ofcom and watchdog, and any other regulatory bodies that may be interested
~~~~~~~~~~~~~
wrt choices - yes, you could choose any laptop in the store during the initial offer and receive the £300 discount accordingly however they would not allow me the same discount on a laptop which has become available after the offer ended, they (PCW) have a list of SKU numbers which correspond to laptops available during the offer, these SKU numbers then correlate to a list provided by Orange - however not many of these laptop models are still available from the original offer
Well, when you goto PC World, do it calmly. If you can, try to speak to the manager, and ask them to contact Orange on your behalf to try to sort it out. If you get any s**t from PC World mention the delay, and that you'll be contacting trading standards and ofcom over entrapment into the contract. As all the advertising, and the laptop letter are supposed to originate from PC World, its them who are responsible (Orange's responsibility to provide the service is furfilled, as is triggering of the letter being sent).
Either way, if its sorted or not, you should report this to Trading Standards. They'll help sort it out if problems continue to arise, or they'll put another bad mark on PC World's report and hopefully something like this won't ever happen again. Ofcom or the ISPA won't do much, you've got your connection, and all Watchdog will do is broadcast your plight if other people get in touch with similar woes, and then do bullying to get it sorted.
I called into PC World this lunchtime, noticed that there wasn't a sign which is usually by the door inviting people to queue to collect their laptops, there were also more staff available today. The first guy I spoke to listened to my tale of woe and then took me over to another guy who seemed to be the expert wrt sorting out the Orange offer fiasco, he listened intently and then commented that I was far from the only person still waiting over 40 days for the voucher to arrive, he took me over to a 'quiet area' (I guess to keep me away from other customers) whilst he contacted Orange, apparently Orange have set up a 'special team' to oversee customers who have experienced such problems as ours.
The long and short of it is that the voucher should arrive with me by next Tuesday latest or else I should return to the store and see the same guy to get it resolved (you bet I will!!).
I tried one final shot and said that I was not prepared to wait any longer and demanded that I collect the laptop today (worth a try I thought!) however the guy was adamant that nothing could be done without the voucher being physically available so I agreed to wait until Tuesday.
To be honest the guy was very helpful, apologetic and appeared sincere which was good as it kept me calm and avoided a similar confrontation to the one when I was last in the store.
I thought about it further after I posted last night and decided that I will complain to Trading Standards and Advertising Standards
I also found a link to the tv advert last night, it's definitely worth watching again to refresh our memories of what was promised/implied:
tellyads.com/show_movie.php?filename=TA4258
ps - I didn't check that my laptop was still reserved as there didn't seem any need as they're obviously aware of our plight.
pps - forgot to mention, the subject of the latest pcw/orange offer came up and the guy said whilst it's not as good as the previous offer it's still a good deal (?) but then he went on to say they're trying to keep a lower profile with this deal as they don't want to get their fingers burnt again - I guess there must be some truth in this because it's certainly not on pcw's homepage anymore in fact whilst the offer page still exists (pcworld.co.uk/martprd/editorial/orange-offer) it doesn't seem to be listed on any of their current links nor on their sitemap
Orange Broadband is subject to availability, compatibility and survey.
24 month contract applies. New subscribers only. Laptop available for collection following broadband activation. BT line required. Subject to status. Conditions apply.
For further details visit pcworld.co.uk/freelaptop
Nowhere in the paper work (reciept) I was given is there a mention saying there'd be such a long delay. The advert itself says "Once your broadband is activated, you can collect it from PC World". The website too, didn't state a delay (its no longer available), it stated a 10 day wait whilst payment details are verified before being connected, and that you'd recieve a welcome pack and letter after (implied together, it didn't say anything about them being seperate).
As for returning to the store to get it resolved if you don't get it sorted by next tuesday, that was the exact response I had when speaking to the manager concerning my fobbing off over the connection. He also mentioned about other people being effected and stuff being set up to handle it.
In other, related news, I find it funny that the link to the old deal now takes you to a page saying: "To replace the Free Laptop deal Orange Broadband are now offering £300 off selected laptops at PC World. Click here for more info >>", and the new deal doesn't have any laptops with £300 off (hell, the title of the page of the new deal is "Up to £300 off selected laptops at PC World when you sign up to Orange Broadband."). The only thing with £300 off is the desktop machine, and thats over £300. Lol, the Ei System laptop on the new deal is stated as £179.98, normal instore price as £409.98, but it comes with Norton Internet Security 360. But if you check the prices on the site for the model (3103), its £299.99. Norton is £59.99. So... yeh, false advertising there too.
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