Trouble is, there's the large print and the small print.
Many companies sell because of the large print and the company is fully aware what they are implying to the customer.
For example, we a PS3 from a well known catalogue and took out an extended warranty. While I take the blurb they say with a pinch of salt, it said and still says at time of order
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"Service Guarantee
We’ll fix it, normally within 2 days, or send you a replacement if we can’t
Terms and Conditions apply"
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I think its fair to assume that when they advertise normally fixed within 2 days, most people taking out such a policy for a gaming console would thing that by doing so, they wouldn't be without their console for weeks.
The PS3 died.
I phoned them up the next morning. which was a Wednesday, the earliest they could arrange for it to be picked up was 2 days later on the Friday which meant it wouldn't be looked at until Monday at the earliest.
It was returned to us on the following Thursday with a node dated the day before saying a reflow had been done.
Just 10 mins of use and it died of exactly the same fault. Phoned them up, and the earliest they could pick it up was the following Tuesday.
So it took 8 days for the initial phone call for a repair that failed within 10 mins. And phoning them up to tell them this, it was another 5 days before they could pick up again..
End result is it took about 3 weeks before they supplied us with a brand new PS3.
I don't think 8 days turn around is at all bad (had the repair worked) . The small print may well say repairs can take up to 6 weeks, but the simple fact is, its sold on the understanding that repairs are usually only going to take a couple of day, most people taking out a warranty for a games console would not do so itf they thought they might be without their console for up to 6 weeks.
If you click on the "Service Guarantee Explained" link when they sell you the warranty, it says
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Certain things in the house you simply cannot be without. Look after your new items with our essential Service Guarantee and relax knowing that with just one call:
We’ll aim to repair it in 2 days.
And if we can’t fix it we’ll give you a new one.
In addition to this:
There are no call out fees with nothing extra to pay.
We’ll only use our trusted network of repairers so can guarantee a high level of service.
An easy claim service, one call-instant decision.
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personally I think 3 weeks is too long to have to wait when it's sold as they word it. 8 days turnaround for a repair is not a bad time (had it worked) but that doesn't get around the fact that their advert is misleading.
The way they fix consoles,it is impossible for them to ever do it within 2 days.
A best case scenario, I phone them at 9am Monday, they arrange for collection Tuesday. It's delivered to them Wednesday, fixed that same day and dispatched that same day, I get it back Thursday. Even if they managed to arrange for same day collection on the Monday, and they did manage to fix and dispatch it on the Tuesday, I still wouldn't get it back until the Wednesday, hence totally impossible.
Don't advertise what you cant normally, do simple.