Ring back - buying CDs is not an unreasonable request unless the machine is in first year warranty, if it's not a hardware fault. The call where you were advised to buy CDs should be logged in the record (provided the muppet who told you that recovery disks would fix it - presumably without diags!) and if that person did advise you wrongly then the mistake should be fed back to him/her and/or the relevant manager.
Probably not reasonable to ring in and ask straight away for managers because it quite often doesn't work well - most of the managers are in fact non-technical and quite a lot of dialogue can take place between agents/managers anyway. Compensation request isn't unreasonable but will need authorising by a manager (Those CDs are expensive).
If your laptop is in first year warranty, unless you have in the past Fdisked out or screwed the recovery partition by other means (viruses?) so the recovery program doesn't work properly then the recovery partition is covered by first year warranty and provided enough diags have been done then PB should send CDs out if needed under that. (It's not covered by Coverplan unless the hard disk is changed).
In short, I'd definitely ring back. Issues like this DO get fed back, I've fed silly mistakes back to people myself so I know. But do treat the person you get through to nicely and give them a chance to help first
---------- Post added at 13:54 ---------- Previous post was at 13:52 ----------
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Originally Posted by Paul
It might be that the advice given was logged against your call, if it was you should complain, if not then you don't have that much proof that you were "mis-sold" the software, either way as said above, you will need those CDs eventually. Especially if somewhere down the line you want to sell the PC.
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Not strictly because IIRC he has a PB Bseries which is supplied with a hard drive based recovery.
And we get monitored quite extensively especially on the call note aspect. If we don't log a call properly we can get disciplined (for obvious reasons).
The call will have been logged, and possibly recorded too.