Complaint Review: KRCS Group Ltd. - Nottingham

It's been almost a year since I made that purchase, and because of the bitter and even hurtful feeling that reignites every time that I think about how rudely and sarcastically I was treated, it is only recently that I have managed to bring myself to write about it. 

I am not sure how many details I can reveal about my situation, fearing lest those people detect me by checking their records, so whenever I avoid precise dates and descriptions, it is done on purpose.

It all started last year. I urgently needed a multitasking device for work that could edit video and audio with ease and remain rather resourceful battery-wise. It was the time that Apple announced their new line of MacBook Pros, something that I had always desired for but for the obvious reasons of pricing had to refrain from. Eventually, I thought that buying this computer would be a lifetime investment with a need for an upgrade located a decade-distant future. 

So I made up my mind and bought it. In American dollars the price would be around 4000$, a real top-notch modification. The staff were smiling and understanding, I wished them best and did not even mention that my 3-week waiting time turned into 3 MONTHS! But I was just happy to finally lay my hands on this beauty, so, elated by my daring and, with hindsight, reckless decision, I went on to have 2 wonderful weeks of interaction with my new Mac. That was until the 4-k juggernaut started having hardware problems. I went back to the shop where I bought it. This is where I should have become suspicious. They were all right with me complaining, but did not offer to deal with the problem themselves, by redirecting me to an official Apple Store instead, a practice that I came to realise was their norm rather than deviation. Okay, the problematic part was replaced by Apple (I had to travel to another city on several occasions, which cost me an extra 100$ overall). Basically, what happened nexty was that I started to experience even more problems, with battery dropping dead in 4 hours of usages while using no power-consuming programmes at all. I finally came back to the retail store to complain again, having previously acquainted myself with my legal rights. That's where their smiles that shone so brightly when I first came into store turned into DESPICABLE SMIRKS as the shop assistant kindly informed me that in no way were they going to replace my already repaired computer, contrary to the law that entitles me to have it replaced. 

To cut the story short, it was a plain hell. I spent hours, perhaps days if counted together, receiving legal feedback (that unequivocally sustained my rightness), going through numerous legal advisers and exchanging letters of complaint with KRCS managers. Oh, the letters. Never in my whole life have I encountered anyone in customer service who would be so not just unwilling to help, but willing to implicitly ridicule and offend their customer while pretending to be caring and polite (well that's Britain for you). 

I had the computer repaired by Apple again. Now, the same problem reappeared for the third time, and I am simply desperate... As I am writing this letter, the battery power has decreased more than 1/3 of the overall capacity. When I write, some of the keys that were replaced still refuse to click, so I have to rewrite many words due to numerous typos. 

The law says I am eligible to return this computer and get my money back. KRCS says they will not and there is nothing I can do to force them. Starting a legal battle is possible, but too nerve-wrecking and costly. So there I am, stuck with a computer that is broken and  not fit for purpose and an empty wallet. 

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