Prepare for the worst if sending PCs for repair

It’s also a good idea to photograph the PC using a digital camera with the date stamp switched on before packing it up; then photograph it again showing how well it’s packed. This prevents anyone claiming the computer was badly packaged to begin with.

Packaging the computer properly is important. Where possible, use the original box and packing materials, but take steps to make it harder for a thief to work out what’s inside. In the case of a laptop, for example, remove the plastic handle at the top and wrap the box in brown paper to obscure the product name.

If there’s a choice, get the repairer to use a courier company that allows customers to track deliveries online. Smaller companies don’t always offer this service and the result is that a parcel may be missing for several days before the customer even finds out about it.

If the company doesn’t offer online tracking get a schedule for when it’s due at the depot, when it gets dispatched to the repairer over the phone. If you are posting the item, send it by recorded delivery. If a courier is collecting, insist on a receipt for the item.

Scene of crime
If the computer goes missing it’s vital to capture as much information as quickly as possible. Where was it last accounted for and by whom? In short, who was responsible for your property when it went missing?

Establishing the point of loss can be a bit of a battle, as courier and repairer often try to shift the blame to each other. If one party claims the goods were returned to you, get as much information as possible about their evidence for this. If they claim a signature was given, ask to see a copy of it.

Once you have established which party last had proven possession of it, press them to give a definitive answer as to whether it has been lost or stolen. If stolen, insist that the police are informed (it is the responsibility of the party on whose watch the goods were lost to make the report) and ask for the crime reference number.

You should quote this in any written or emailed correspondence with the company to remind them that you are a victim. Copies of correspondence should be sent to the retailer because your contract under the Sale of Goods Act is with the company that sold you the item.

If theft is confirmed, sort out the important matters first. If you have any online bank accounts, contact the bank and change your password immediately.