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“I spent £1270 for a laptop and got 4 faulty laptops...”

Written on: 18/12/2015 by michallito (1 review written)

After lots of research online Novatech seemed to me as company with good reputation and I decided to get my laptop from them. That's was the worst experience I have had in my life after purchasing a product and unluckily for me a very expensive mistake. I spent £1270 for the laptop and £50 for a 3 year care pack. Since the 14th of May date of my first order and until now Novatech was unable to send me a laptop that could actually work, I received 4 faulty laptops, one after another. After a week of getting the first one and having issues like blue screen of death I was asked to send it back and I was told that I would need to purchase a new laptop and then they would refund me for the original laptop I bought the first time round. I was then told that the money will be back in my account in 4 working days but it took a month of waiting, many calls and frustration until they finally issued the refund. Unfortunately the problems did not stop there, the second laptop I received started to have similar problems this time when on an important business trip abroad, a crucial time I need a fully functioning laptop. I was experiencing the laptop constantly shutting down with blue screens resulting in a lot of delays in my work. After returning the second laptop to Novatech to try sort this issue out, this experience was even worse. Due to the nature of the faults I was unable to start the laptop to backup any data externally to which when I returned the laptop I requested for all my data to be transferred to the new laptop. I was informed that there wasn't any issue with the hard drive and that all my data, 500GB was successfully transferred. When I received the third Novatech laptop almost all my data was missing and they refused to recover it, as they told me they did not offer this service and where not willing to outsource. They once again tried to reassure me that the data was successfully moved in the first instance and that this was double checked.
For every exchange of laptop I have had to spend many hours on the phone and writing emails to different people, each time with result of having to explain the issue over and over again. I been left waiting for many days for a reply from Novatech on many occasions. Never I have I ever bought anything before, where I have been forced into a position where I have had to spend so much time and energy to get what I have paid for and still to this day I haven’t received it.
After the incident with losing the data and the latest laptop I received to be faulty as well I was offered another laptop.
Few days later fourth laptop and blue screens again!!!
For that now after sending the 4th laptop back and losing my trust in Novatech, I have requested a refund and have sent a log book along with a report of all the faults dated with description. I was told that once I had sent the laptop back to Novatech, the manager would look at the laptop and consider whether I would receive a refund. Throughout dealing with all these problems I have been told on multiple occasions that I would be contacted within 24 hours with a conclusion on the laptop(s). To each time receiving no contact at all and again finding myself having to chase up on the progress. Finally I was told as this was the 4th laptop that has had problems they were going to treat this matter as an emergency. I was told on Wednesday that they planned to consult with the manager the next morning and would call me afterwards to resolve the matter. In true Novatech form they did not call me and when I rang as to see why, I was told that the manager was not in work until the next day. Making me wonder why they would tell a customer that they were going to consult with the manager on the manager’s day off?!
What a customer service!!!

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