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My gripe is about PC World, how completely inept their staff can be and how useless the online store feedback questionnaire is.
I needed a Netgear DG834 router. Don't ask why, I just needed that exact make and model, and I needed it quickly. The phone line told me the Slough branch had three. When I got there the service was really slow and they didn't have any. While I was waiting to be served, a member of staff made eye contact with me, said nothing and then walked off.
The loud in-store music made it difficult to talk to the staff. I was told there were seven Netgear DG834s at the High Wycombe branch and one was reserved for me there.
So I went over to High Wycombe, gave my slip to the assistant who came back with a Netgear DG834M. No, I said, that's wireless, I want the non-wireless, DG834. He went off again and at last came back with the fabled DG834, the one that I originally asked for.
At least it was sold to me at the online price of 55 instead of the in-store price of 70. I told the assistant at PC World High Wycombe about what happened earlier. He replied, "We have had a lot of complaints about Slough".
When I got home, I tried the "Store feedback" page on the PC World website to complain about the phone line being wrong. I don't know if they've fixed it or not, but you try it. You get page after page of questionnaire and nowhere to write my complaint!
By: Phil
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John Browett
CEO
DSG Retail
Dixons House
Maylands Avenue
Hemel Hempstead
Hertfordshire
HP2 7TG
Dear Mr Browett,
I bought an HP laptop from PC World Medway a while back. In less than a year the mouse pad had stopped working. PC world fixed it, but it went wrong again within a few months. They then told me that repairs were only valid for 3 months so it was tough luck, despite the fact that the item was not fit for sale in the first place. This loophole makes it possible for you to absolve yourself from responsibility for shoddy goods. I am not a heavy user of the mouse pad and have an 8 year old Dell laptop in perfectly good working order, so there is no excuse for this.
I have attempted to contact you via your blog, but nobody replies. The store manager at Medway promised to get me a reply within a week. He did not. I have cancelled my business contract with you and have already now commenced a public campaign to expose this flagrant breach of consumer law and the poor service and wonder if you have any comment. I am so annoyed about this that I will make sure that it will be the worst decision not to honour a customer service request that you ever made.
Yours sincerely
Peter Cook
Just bought a laptop at PCW - what a terrible experience. Only wanted the laptop, a bag and MS Office but the salesman kept on about Norton and support to the point where I accused him of inertia selling. This was after he said to take out the support but then to cancel it. What a way to get the boxes ticked. I am sorry to say that my daughter had the very same experience when she recently bought a netbook for her daughter. She was so pressured that she bought Norton and the support but when she cancelled the support she discovered that they direct debiting her for two levels. She is currently trying to get back her money for the extra support she didn't know they had assigned to her. Surely they can't go on like this.
Result...... PC World on-line + DHL= DISASTER
Their customer service is terrible and yes their staff are inept!
If you are looking for a good service then you must avoid PC World at all costs! Their customer relations are three below crap.
Only thinking about his commision payment and his boss grunting sales targets to him...
s cole
EMMA B