Letter to John Browett

In response to Pam Hudson's letter, mentioned in earlier posts, I am replying to John Browett directly. I will copy in Pam and the Customer Services team at PC World, just so that everyone is kept up to date about what is going on, but I do think that it is important that the senior management realise what an utter shambles this company is actually in. The body of the letter is as follows:

I recently received a most unsatisfactory response to my letter of 17^th December from Pam Hudson at PC World; for my full comments on the letter please refer to my blog www.pcworldletmedown.blogspot.com

Having previously blamed everyone from my ISP to Microsoft it would appear that your company finally accepts that my machine does not work, and has never worked, properly. However, because you cannot work out what is wrong with my computer Pam has come up with the stunning conclusion that it is no longer your problem. You sold me a product which was faulty, you cannot work out what is wrong and therefore I should accept that the money I spent was wasted and I now have a very expensive door stop

I am writing to formally request, one final time, that you refund the £1,200 that I paid for my laptop that doesn’t work. Having wasted the four months since purchase with correspondence and numerous attempts by The Tech Guys to fix the problem it would appear we have reached a dead end. My machine cannot be fixed; it has always been faulty; I am entitled to a refund.

Given the clear cut nature of this case, and that all of the facts of the case are now accepted by your company, if I do no receive a full refund within one month of this letter I will begin legal proceedings to recompense me fully, not just for the laptop but also for the time and inconvenience that your firm has caused me. Neither of us wants to get into litigation, but from my perspective it is a more constructive use of my time than further pointless conversations with The Tech Guys.