To think that this customer service is really shoddy?

[stillfrazzled]

Bought my laptop from PC World 3 years ago, and took out Tech Guys insurance at about £8 per month.

Early this year laptop started to go wrong, so eventually got round to asking for it to be taken away and repaired.

Courier took it away on April 8. TWO WEEKS LATER I get a text to say 'good news! Your computer has arrived at the workshop'. Which made me .

Two weeks after that, I realise I've heard nowt and call them. After some delay and huffing, they admit that the laptop has been fixed and sent to a COMPLETELY RANDOM ADDRESS 100 miles away from me. Thankfully honest people live there and refused to accept it.

I express annoyance and ask when I might get it back. They say it'll be scanned in and sent out again.

I STILL don't have it. And when I wrote to complain, I got a standard C&P reply saying they had 42 days to repair so still within T&C.

I replied, pointing out my problem was more with the gross incompetence and appalling customer service. Got a half-hearted apology back but a repeat of the 42 days thing.

Still have no idea when I might get laptop back, nearly two months later and one month after it was fixed.

This is mostly a rant, but also a warning: don't buy from PC World, but if you do, FGS don't buy TechGuys cover!

PC World are SHIT with a capital SH

we've had major probs with them before too. staff dont care basically

Too right they don't.

Am just furious that have paid out value of the bloody computer over last three years, on top of buying stupid thing, and still don't have working computer.

Never, ever again will they get a damn penny of my money.

Oh that is really bad. Complain complain complain!

I had my pc fixed by them a few weeks ago and they were great. I must have gotten very lucky from the sounds of it.

Did you have the monthly cover, Sacharissa (love the name BTW!).

Am going to complain again. In fact am hoping for plenty of MN reactions so I can link to this and show them the implications of making customers this unhappy!

Why thank you.

No, we don't have cover - just paid their set price to fix it. They were very good and when we got it home it was still not working and they said to take it back and they'd look at it again and backup all our photos onto disk for free (that is what we were worried about losing), thought it turned out it was fixed and it was us being dim.

Though I'm willing to bet I'm the only person on MN that has had a good experience of PC World.

Hmm. I bet they try harder for a one-off customer, suspecting (probably correctly in my case) that once you've been paying several years you don't dare stop because you know the ruddy thing would die instantly and you'd miss out on the replacement promise.

Although on evidence of last two months, strongly suspect they'd either feck it up or try to wriggle out of it anyway...

Write a snotty email saying that you'll be writing to watchdog. It's never failed for me. When I did it with BT they rang me and asked "What would you like as compensation, madam?"

Liking yer style, Bessie

Did think about writing to various consumer pages but didn't get round to it. Will write to them and casually mention it on Tuesday.

Or should I keep quiet till the 42-day deadline has passed (about a week and a half), claim my shiny new computer and THEN dob them in? If I don't remind them, I bet I won't get it back before then...

Seriously, cannot believe that even the second shite lack of apology email didn't say 'but I will find out what the heck's happened and get it sent to you pronto'. Is slightly amazing.

NEVER buy anything more elaborate than a packet of batteries from either PC World or Curries (same company).

Go to John Lewis instead.

i nearly bought from them, but they cancelled my order. it was bizarre, and when i phoned up to ask what was going on, i got the rudest girl i've ever spoken to ( except maybe a girl at sheilas wheels). i reckon i had a narrow escape!

Oh I could fill a 6 page thread on PC world and tech guys!!!!

Surfice o say mine broke and took it to store. 2 weeks later rang and they said a part on order.

2 weeks later ring and they say it's being sorted.

2 weeks later go to store and discover it is waiting still to be fixed. Speak to manager and discover it's over the period they can have it and it will be replaced. Then discover they knew 3 weeks previosly it was unfixable!!!

Told It will be collected and I can have a voucher for new one. Voucer would be ready the nest day so go to store. Go next evening after school with DS5 (20 miles round trip).

No voucher next day need it to be confirmed as broken by head office. Told it will be collected from store following tuesday and could have voucher then.

20 mile round trip tues - no vouvher as it only gone that day will take 48 hours to process.

20 miles again 48 hours later and told it would take 7-10 working days!!!

Safe to say I hit the roof. Manager very helpful at store and rang me following day to say I could go in and collect a new laptop.

10 weeks after I took it to the store .

I'm in the middle of a degree!!!!

That was the short story but belive me:

YANBU YANBU YANBU YANBU YANBU

I can relate to that Mumbar.

I bought a laptop. Nine months later it dies.

I take it into Currys, they take it off me and say it will be fixed within six weeks, possibly two.

TWO MONTHS later, I'm reduced to refusing to leave without some form of laptop. I basically camped out in the shop.

FINNALLY the stupid woman behind the counter checked the stock room.

It had been there for FOUR WEEKS. Yes the bloody thing was fixed. It had been fixed for a month, sitting in the stock room for a month with the stupid woman insisting it hadn't returned from the repair shop yet. Urgh!!!

Wow, Mumbar and Stuck. I am impressed and slightly horrified to realise that bad as my experience is, it could still be worse...

We've heard so many horror stories about PC World we've never bought anything from them. In fact their reputation is so bad I can't believe they're still in business. I think they rely on people being clueless about technology but that's not going to be the case forever and then everyone will vote with their feet!

I KNOW PC world are bad. How? Because they employed my sister (not the brightest spark in the world) then insisted she went on the computer phone help line. She kept telling them that she knew absolutely nothing about computers but they forced her to do it then about 2 months later they sacked her for general crapness (which she admits to) as she hadn't a clue what she was telling people!

echo everyone else - PC world are the shittest of the shit.

No cheaper than anyone else and employ clueless teenagers.

You'll pay the same price in John lewis, talk to an expert and they'll bend over backwards when something goes wrong.

PC World are crap, infact they are so crap that the Tech Guys are not allowed to repair their own internal computers. I know this because my dad is a computers engineer with the company that has the contract to repair them.

Never trust a tech support that isn't even trusted by their own company!

That said, I took my dad in when we were buying our new computer and got a fabulous deal which was about £100 cheaper than anywhere else and they didn't even try to flog me the tech support as they recognised my dad!

YANBU

Truly dreadful. Wouldn't shop there ever ever again.

I know someone who works for PC world. None of them want to be doing it and he had a very grotty attitude towards customers, basically calling them idiots for not being able to do 'simple' things.

Made me want never to use that place.

Tech Guys are complete rubbish. DH had a mobile phone from a shop under the Currys umbrella and it needed fixing. They sent it back three times still faulty. The last time I had quoted their 'Repair or Replace' policy at them stating that as they clearly couldn't repair it DH would like the Replacement...
So they sent us his shitty, faulty phone again.
TECH GUYS ARE UTTER SHIT!

Wait a minute, wait a minute - I have just re-read the half-assed emails they sent me, and both say they have 42 days to repair the unit.

42 days, NOT 42 working days. Anyone know if it is just 42 days? If so they have actually had it for 55 days and I think I can demand a replacement!

Am I right?

Check your paperwork, to see if that clarifies the 42 days/working days thing and then go get 'em!!

I did check, and have re- re-read the emails - but would you believe, the cheeky b*stard in customer services claims that since they've completed the repair within 42 days, I'm entitled to nothing!

Apparently, the Tech Guys don't actually think that sending it back to you is a necessary part of the process!

I applied for a job at PC World once after I had done my MCSE, I was told I didn't have the correct experience for the job, they are not interested in computer experience they only employed people with direct sales experience everything they need to know they get in training (I.E spout rubbish until someone buys something).

After that I did make a habbit of going in there, looking at Laptops until some idiot came up to pester me and then presented him with a good hardware related question, then watched em run off

Anyway that tells you everything you need to know about them really.

Yup, can believe that. But i like the sound of your fishing expeditions

No response to my latest shirty email yet - and reading back, I note that the very first reply assured me that they were committed to repairing my laptop as soon as possible.

When it was already repaired and had been sent to the wrong person! If you're going to just C&P, at least read it before you send it!