I have a Rock Pegasus 670 www.rockdirect.com Had it for some time now, the keyboard had been playing up since I got the laptop and then the DVD drive stopped working. So decided to send the laptop in (about 3 months ago this was) was told it was all repaired 4 weeks ago and would be sent out to me shortly. Then 2 weeks back I got the laptop back, keyboard problem fixed, dvd drive fixed. Wasn't in its original box they didn't send me my power supply back and included a nice load of scratches on the top of the casing for me. http://img389.imageshack.us/my.php?image=sdc10192wt6.jpg http://img389.imageshack.us/my.php?image=sdc10195zy8.jpg http://img389.imageshack.us/my.php?image=sdc10197bx3.jpg http://img222.imageshack.us/my.php?image=sdc10200ic0.jpg In the 2 weeks since getting the laptop back I have submitted support tickets on their site asking about the scratches but no one replied. Sent emails, no replys. Made around 6 phone calls asking about the power supply, every time told one would be sent out to me and they would email me to let me know its been sent. Never got a reply. In one of the first calls one member of staff asked for photo's of the scratches (sent the ones above) but never replied. Basically where do I go from here? Im stuck with a useless laptop and don't really have a spare £40-50 for a new power supply
Sometimes an old fashioned snail mail letter will force them to take notice. I had to do it with BT. Do they have anywhere you can officially complain? Also, calling 01926456460 will be free on your mobile (if you get minutes). And 01785 285601 will get you through to Stone Computers LTD who apparently own rock.
Do you have anything like consumer affairs, like we have here in oz? An enquiry from them generally carries more weight, but things can still take ages to get resolved, and sometimes with unsatisfactory results.
Its not an ideal solution but you could get a universal power brick off the web for about £25 that will at least get you going again while you chase up Rock. You can either then punt the brick or keep it spare.
The quickest (and most aggressive route) is to write to them expressing your intentional make a claim through the small claims court - a 'Letter of Intent to Sue' - you can reach a satisfactory agreement within 14 days. This should be enough to focus their minds, but if they still persist in their avoidance, submit a claim to the SCC (via Money Claim Online) - this will cost you £30, which will be added to their final bill should you win. If it gets this far, they should then keel over. Not only because you have a very good case, but also because it will cost them for more to defend it than it would to fix the problem. Should they actively dispute the claim, given the amounts involved I expect the final court fee to be around £80 - again, this will be added to the claim if you win. This assumes that you will be suing for a new laptop from a different provider - since you can hardly expect anyone else to repair a Rock laptop. They may still keel at this point rather than waste further legal fees, but they fancy their chances in court. Don't worry - the SCC is designed for people like you and won't be too daunting. If worst comes to worst, you will lose out on your court fees, but given what you have said, this doesn't sound at all likely. By all means, if you think you can get contact with someone who will listen and ultimately act, then give it a go. But if the fob you off any further, just cut to the chase.
Log everything you have done, calls to who (names), what happened after the call (nothing, etc), time wasted, etc. Pop it in a letter and send it recorded post.
