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My experience with inept staff at a PC World

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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.

Netgear DG834 router 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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EMMA B

EMMA B

I brought a Goodmans digital set top box, or I thought I had 2 weeks aago for somebody for xmas, so you can imagine the horror today - xmas day when they open the box and it is empty ( a couple of cables and thats it) when I tried to initially purchase this I waited for ages as two staff chatting and when I asked for help one said he was knew and would get somebody to help me and he did, but the chap just handed me the box, so whay would I think for one minute it was empty !!! they better be able to fix this first thing tomorrow.
EMMA B
25th Dec 12 21:18

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Scoobiedoo

Scoobiedoo

PC World!!!!! Grief what a company! No customer Service that's for sure. They came to replace a CD drive on my Desktop Ok my computer is old but it does for me and works. That was the start of it. they put a DVD drive in and broke a USB port and in doing so disabled the A drive and told me I had to buy another version of XP as there was nothing on the recovery disks or they were damaged! Went on about leaving 'cause they now have to deliver white goods as well as being a tech guy! When he left I went into DOS and enabled the drive and it all worked! Another "engineer" turned up with 2 wrong parts. It was booked in for a service and was taken away by courier. That was nearly six weeks ago!!!! After 9 phone calls to them they told me the computer was dead on arrival!!!!! Wrong I had downloaded stuff to my external hard drive the morning of pick up. Then they said it needed a new CPU and Motherboard! No mention of the drive! One girl told me it was repaired and would be returned. She must have been a ghost 'cause they can't find out who she was. Probably the cleaner! Well it came back last night by courier. No paper work. The first thing was the case was different. Ok so I thought they couldn't fix my original and replaced it. Wrong! I had to install it and the power section was all loose with screws missing. Couldn't get the keyboard working then noticed they had blanked out the USB ports so had to ease them out and low and behold behing one was the Keyboard port! Plugged that in, worked. Then the 2 ports on the front, which is one of the original reasons it went in for, aren't working. Guess what Monday the engineer is coming back!!!!! Where's my oringinal case!!!! Yet another phone call.
Scoobiedoo
4th Mar 11 08:58

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Kickboxer

Kickboxer

The other thing the staff do in these type of place is to ask "can we have your name and address", (even if you pay cash) when I questioned why they said "it is for the guarantee" to which my response was "all I need for the guarantee is proof of purchase which is the receipt that come out of the till" (or if I was to pay by card, the card statement) needless to say the reason they want your details is to sell them to marketing companies, which is actually illegal under the data protection act....
Kickboxer
3rd Feb 11 23:19

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CPU

CPU

Good one, PC. The goods ought to be good for the purpose they were sold for for 6 years under consumer law irrespective of the "guarantee" or warranty. You have a great case here. Be sure to stick it to Browett.
CPU
18th Oct 10 12:09

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Peter Cook

Peter Cook

Copy of letter sent to PC WORLD - I have had no reply - I guess you know what to do when you are next thinking of buying something from them.....

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
Peter Cook
18th Oct 10 11:56

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Someone

Someone

It feels to me that people at these company maybe training assistants more on selling that item, getting the sale, ticking those boxes so their manager will give them a pat on the back and say they can keep their job for another day, than training them on advising the customer correctly. It seems they might be more interested in selling customers the items they want, raver than the customer walking out with the products they need. Yes, they might now be having new stores and all that to get more money from out of our pockets. But the store is no better than the assistants and company that walks its floors. If you don't like them, go elsewhere.
Someone
28th Mar 10 23:29

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Jamchocks

Jamchocks

PC World Sales Pressure
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.
Jamchocks
21st Feb 10 13:50

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Niceman

Niceman

I bought an expensive printer on line from PC World and believed the delivery would take 3-4 days. However, DHL were the carriers and did not deliver or lost my order, after contacting PC World they cancelled my order, but said I would have to wait for the return of my money until they had received the printer from DHL. I said as my order has been lost or whatever, it may even have been stolen by the someone at DHL; PC World said yes, but I would still have to wait until this was confirmed and agreed I may have to wait weeks for a refund. DHL did not respond to initial email and PC World advisors are of little help and keep referring to company policy, with hardly a care for the paying customer.

Result...... PC World on-line + DHL= DISASTER
Niceman
9th Aug 09 13:33

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6
A Smith

A Smith

I was ready to punch a member of staff in PC World, they mis-sold me a wireless router, when I took it back they wouldn't refund as it wasn't faulty, they could rectify the problem but it would cost me £20 (I'd already spent £60 on the router).

Their customer service is terrible and yes their staff are inept!
A Smith
2nd Mar 09 10:16

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7
Polecat

Polecat

We went to PC world in Cambridge and walked out after 40 minutes. 37 minutes was spent stood waiting on them. During this time we had been tossed between three members of staff.

If you are looking for a good service then you must avoid PC World at all costs! Their customer relations are three below crap.
Polecat
16th Feb 09 11:47

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computer what?

computer what?

I went into a shop once a couple of years back with £900 in cash in my hand and asked for a laptop I had picked the day before, the sales guy spent nearly an hour trying to gode me into keeping the cash and sighning up for a 2 year credit agreement, I ended up shouting at him and he wouldnt give up,I told him I have the cash here and I want to pay now, after I paid the checkout girl for the laptop he tried to get me to take master cover for £299 for a year, I had to really lose it before he went out back to the store and got my computer out for me.
Only thinking about his commision payment and his boss grunting sales targets to him...
computer what?
16th Feb 09 08:12

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ibindone

ibindone

I recently bought a new laptop from pc world only to find its reconditioned. I rejected it immediately and two weeks later I still have not got my money back. luckily I paid with my credit card and they are chasing for a refund. I will not be buying anything else from them and would recommend anyone else whos thinking about it to check out the hp direct sales sites etc. where bargains can be had with staff who are helpful and honest..
ibindone
2nd Oct 08 18:21

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PT

PT

I agree. It does seem that PC World staff are few and after you have struggled to find one, you find that they are incompetent. I recently purchased a few gadgets from them, the sales person was unhelpful and uninterested as he was not even listening, repeatedly put together the wrong items in the package. I got home to find some of the goods were not in their boxes. I travelled 15 miles back to the store at Middleway Birmingham, found the sales person, he laughed and said it was an 'unfortunate oversight'. The store manager was equally as arrogant.
PT
13th Aug 08 09:40

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sandra

sandra

PC world made my life hell, I wanted to get credit for a laptop and did but they got my details mixed up with my mams and she got the bill to her house, when I told pc world they said it was fraud and were going to call the police now after 6 months its sorted out what a mess of a company
s cole
sandra
6th Jul 08 17:05

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Elanon

Elanon

I went to PC World to return a product I had bought earlier - no one assisted me in my purchase at the time, and I ended up buying the wrong thing. I went to the shop assistant, who told me that I needed to go to the PC repairs section, as they would have to test the product to check it was still working. There were already three people there, and not one staff member at the desk. After 25 minutes of waiting, only one person had been served. Eventually I went back to the sales assistant and demanded that she take the product back herself and give me a refund, which she finally did. Won't be going back!
Elanon
3rd Mar 08 03:12

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