A customer experience about Team Knowhow by Anonymous

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What happened

My laptop was sent to team Knowhow from the Currys that I bought it from, fir a standard factory reset. This was over a month ago. I was told that o would get my laptop back on the 2/10. This did not happen. I am now in the situation where they have admitted they have lost my laptop at the team Knowhow repair centre and I cannot get through to them at all. I phoned 184 times today alone, all failed to get through. I am self employed and dependent on my laptop. I am having to work double the amount of time by working on paper in the day and typing up in the evening on an old machine, all whilst trying to look after too small children. It is incredibly stressful. Team Knowhow have informed me that the laptop has been located at of 18.15 yesterday (via Facebook message) but the repair centre haven’t made contact to confirm and tell me when I will get it back. In addition to this, all throughout this absolute farce, team Knowhow have been informing me via text that they are working flat out and delayed due to Covid, when all the while they have lost my laptop. How dishonest! Bottom line is that team Knowhow lost my laptop, they are at fault. They are responsible for the additional time I am having to spend on my work and the money I am effectively losing by doing this. I need this resolved ASAP to curtail the stress and adverse effect on my business and personal life. Team Knowhow need to therefore: 1. Return my laptop to me in full working order, in the condition that it was when it was sent to them (I am concerned that it has been unaccounted for so all sorts of damage could have occurred to it). If this cannot be done within 5 days, I will need a replacement machine. 2. Address the fact that they are at fault and offer recompense to me in terms of the adverse affect this has had on my self employment. I will file with MCOL. 3. Address the fact that the company have been dishonest and used COVID-19 as a shield for their own ineptitude. 4. Return my other belongings- laptop sleeve, vintage Agatha Christie puns and sandisk usb drive

What I wish had happened

Be given a replacement machine as soon as my machine was delayed due to team Knowhow losing it. To be part of a transparent process where team Knowhow did not use the pandemic as a shield for their ineptitude

Where this happened

Other - This has been a long process for over a month, in store, on the phone, via facebooj

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