Laptop extended guarantee dodgy

[lucyW]

Right so I go ahead and buy a novatech laptop with an extended 2yr guarantee.

Good huh?

No, I recieved no copy of the agreement whatsoever and am expected to trust that Novatech will honour the agreement posted on their website (despite the fact they can change this at anytime) and I would have no proof of the original agreement whatsoever.

I rang directly I recieved my delivery.
And of course I get the Polish guy again who has as usual to ask someone else.
After refusing to give into his we are an honest company you just have to trust us/the certificate on the purchase page is only for illustration. I get him promising to send me a copy of the agreement.
This was well over a week ago. I have received nothing
I am very angry

[Danno]

there never has been and i dont think there will be any paper work for the carepack. there is a copy of what it covers on our website.

http://www.novatech.co.uk/novatech/nbcarepak.html



For complete peace of mind, our 2 year care pack includes free collection and return to any UK address as well as all parts and labour on warranty repairs.

Cover Period 2 years

Includes - Collection and return cost
- All parts and labour
Availability Only available to Novatech branded laptops.
WHAT IS INCLUDED The 2 Year Care Pack covers the laptop for any fault that may develop during the full 2 year cover period of the plan. This service spans the full 2 year period of cover, and does not terminate on the making of a claim. Included in the service, is free collection and re-delivery upon completion of corrective work on the laptop system. The 2 Year Care Pack applies to Novatech brand laptops only. The 2 Year Care Pack is an optional purchase, to compliment a Novatech brand laptop. There is no obligation to buy. The 2 Year Care Pack can be purchased in conjunction with a Novatech brand laptop anywhere within a 30 day period of the initial laptop purchase date, however the warranty will expire two years from the initial laptop purchase date. The Care pack does not have to be purchased at the same time as the goods.
GENERAL NOTES The 2 Year Care Pack is a service provided by Novatech Ltd. This Service Agreement is underwritten by Novatech Ltd. Financial protection is not available in the unlikely event of the provider ceasing trade. The "2 Year Care Pack" provides services in addition to your Statutory Consumer Rights. Your statutory rights provide you with entitlement to a remedy for defective products, and states that goods must be fit for purpose and as described. Remedy for products with faults inherent at time of purchase can be claimed for up to six years from the original purchase date. After the first six months from purchase, the burden of proof (of inherent fault) is upon the customer. To this effect, Novatech advise that faults should be reported at the earliest available opportunity in order for us to be able to serve you, the customer, more effectively. The 2 Year Care Pack is NOT an insurance policy. Physical damage is not covered by the Care Pack. It is possible that any existing household insurance policy may duplicate some of the benefits offered by the Care Pack, and therefore it is adviseable that these be checked prior to purchase. Consumables such as batteries are not covered by the Care Pack.
CANCELLATION 2 Year Care Pack customers may cancel their Care Pack Service agreement within 45 days of purchase. Pro rata refunds are available should you wish to terminate the policy after the 45 day period has passed. Should you decide that you do not wish to benefit from the services provided by the Care Pack, please call 0871 222 5112, and one of our Customer Services team will action the Care Pack cancellation and refund. Cancellation cannot be actioned once a claim has been made.

if your worried that we will change the care pack why not save a copy of the page or print a copy?

do you have proof you have ordered the 2 year care pack, its printed on your invoice, you can see it online and we have it logged on our internal system.

[lucyW]

I can't print a copy I no longer have a working printer.
I have rung consumer direct and they were pretty shocked.
They said to contact you again and complain.

They also said not only is it extremely bad practice but legally speaking if the consumer does not receive a hard copy, which they are entitled to, any clauses or exemptions you have put in it are not enforceable.

In addition they pointed out that it is unreasonable to presume or expect the consumer to always have access to the internet to read the agreement. (which you could change).

What if the laptop dies and I cannot retrieve a snapshot of the page?
What your company have done is left us in a situation were we cannot prove our rights under the agreement if there is a problem. To do that we require a hard copy at the time of purchase. Stamped and signed

This is standard practice, in addition your pic of a certificate is misleading.
They were concerned enough that they asked me if I would be willing to give them the company details as they wanted to pass it onto the the Office for Fair Trading.

[David T]

Lucy,

Reference our conversation on the phone earlier, I will have a hard copy, signed and pre-dated as required, in the post to you today which you should receive tomorrow.

Trading Standards have already checked the details of our Care Pack and are happy with the way it is provided. However we seek to improve customer satisfaction in all areas so to this end I have also passed the information regarding the way the Care Pack is administered to our Operation Manager so that we can look into improving the service as provided.

If you have any further problems or questions please don't hesitate to contact us.

Regards,

David T

[Nox]

from my own personal view, i'd rather have it tied to my account than on a bit of paper that i could loose, or the cat is likely to use for its own purposes - but I am terrible at keeping this in order.

Nox