I decided to buy a flatscreen TV with my £100 vouchers from PC World after Lord Kalms took up my complaint following the poor service of their Tech Guys.
I have just discovered that the one I bought, and was told by their staff would be perfectly suitable, an Acer X193W, does not have a TV socket and seems to be a PC monitor.
The Sky technician who called round this morning to upgrade our Sky package said it was totally unsuitable as a TV. I was hoping he would connect it to Sky, but he was unable to.
PC World even sold me a wall bracket to fit the monitor on my wall; surely their staff must know that you do not need a wall bracket for a PC monitor? I have also just realised it does not have a remote control either, yet this was going to be installed out of my reach?
Why is PC World so useless? What chance do I stand of getting a sympathetic ear when I return it to their Cambridge store for a proper TV monitor? I am dreading it. Why is life so complicated?
Update: PC World staff were like nice pussycats, there were no problem at all in changing the monitor. I ended up paying some more and buying the very smart looking LG 19LS4D. What a very pleasant and unexpected surprise it was.
Businesses can treat customers in one of two ways.
They can take the long term view – that looking after their customers means that they’ll come back next time, tell their friends how great they are and so on.
My own opinion based on experiences of myself and others is that PC World don’t take this approach but instead try and squeeze what they can from everyone who comes through the door.
I know so many people with bad stories, I’m surprised they’re still in business.
Slamming people is good for business, dispite what all these clueless management gurus say. They preach one thing, then set impossible sales targets that can only be achieved by slamming people.
Management studies strikes me as a way of teaching people to look down on systems and processes at they do not really understand and make decisions about them.
Electrical retailers are bad, but nowhere near as bad as mobile phone retailers and network providers for it.
Some middle manager who is probably an accountant by trade decides to ‘increase the productivity of our direct sales channels’ and next thing you know there’s all sorts of things on your bill you never asked for. That’s how it works.
All PC World want is to sell you whatever is in the cardboard box and get you out. If you return, you’re an inconvenience.
My experience of them was like Jean-Luc’s. They don’t want to explain anything or help you.
Regardless of the payout I wouldn’t use them again, Elle. (I thought you were getting an ipod anyway)
We got a fantastic TV £200 below mark-up via a great internet site. I’ll post the details when I remember where.
I was amazed by their instant helpfulness yesterday, there were no problems at all. But I certainly do not fancy shopping in PC World again. They Sky engineer said he never goes there either, he recommended a local chain called Hughes.
Kevin, I decided to opt for a tv instead of an ipod as my present one is ancient and the new one looks amazing. It is going in my bedroom where I always watch the 10pm news followed by Newsnight. I think the boys will be after it as it has two freeview stations too. I hope my husband will set it up today.
For future purchases:
http://www.digitaldirect.co.uk/
You can get massively discounted goods here and we’ve had great service so far. Delivered to door.
Thank you Kevin, it is always great to have a personal recommendation. I must say that HD is fantastic, the picture quality is wonderful.
Ellee
This article by Graham Jones may have some bearing in your screen story:
http://www.grahamjones.co.uk/2008/01/we-are-about-to-witness-death-of.htm
Thanks Jeremy, I read the article, and how it is too.
PC world is otherwise known as “pissy world”. Actually you’ll have the same issues with any store owned by DSG retail.
British retailing at its worst 🙁
In response to some critics of PC World, I see yet again broad sweeping statements condemning the group as a whole. I would doubt Mr Dean(?) has visited all 160 of our stores throughout the UK, or even a fraction of that number.
I would like to say as a member of PC World staff, it has been some thirty years since I was that spotty youth, each day my colleagues and I in store offer the best service levels we can. Our philosophy is to every reasonable question the answer is Yes. This ensures that with each interaction we are on the customer’s side, this in the vast majority of cases give our customers the computing experience that exceeds their original expectations.
As to the sale of a TFT as opposed to a Flat Panel TV, I was pleased to read our colleagues in Cambridge resolved this, and I have no doubt they were very apologetic.
I hope this experience has deterred you from shopping with us in the future, and you take Mr Deans comments for what they are ‘misinformed Ramblings’.
when i went to pc world in fulham it was like going to a third world country , brocken english and no reguards how to speak to the public and no idear how to use the product ,this one guy who turned out to be the manager , if i dident leave the store i would be thrown out bye hes over the top security men , pc world are racists to the british public
Customer Advisor, I do believe in giving credit where credit is due and the service from the Cambridge store was excellent when I returned the computer screen, there were no problems in exchanging it which I had anticipated. Let’s hope they keep it up.
I will admit that Sales staff generally are always helpful and polite that generally does not mean they understand anything about the products they are selling when I bought a Pc package 2 months ago what I didn’t expect was the appalling attitude of the customer services. When I rang them yesterday to state that my monitor had a white spot(dead pixels) I was told that the service level agreement with LG(Manufacturer) did not cover repair or replacement I was stunned.
When speaking/arguing with a Head office customer services person I was told that that the monitor was faulty, and he re-iterated the service level agreement with LG and that I would have to put up with the problem until it got worse. I was gobsmacked. Where did my comsumer rights go, straight in the corporate bin. My solution to this was to go back to LG who stated that they would replace the screen no questions or agruements and that they would deliver the new screen to my house. Now that’s what I call customer service.
Glen, I had an identical experience with my LG monitor which froze just under one year. I bought it from PC World and they told me the same, that I had to contact LG direct, which I was very unhappy about. But to LG’s great credit, they instantly replaced it with a new model and I discovered it was guaranteed for 3 years. They colleted my old one and delivered the new one free of charge. I was delighted with their service and when I bought a new flatscreen TV, I deliberately chose LG again because I knew I could be certain of excellent after-sales service.
i got a monitor from pc world. 18 months later it don’t work. they basically told me i was stuffed and heavy handed me out of the store when i mentioned the sale of goods act. i am taking it to trading standards so will let you know what happens.
i think people should look at themselves before moaning about pc world and its staff.. highlighted in the post above warranty’s are with manufacturers and not pc world, when they do want to sell you their cover you don’t want to buy it but when it comes to problems you moan that you have to contact the retailer.. isit just me or are most pc world shoppers just mad… if you dont like the place why shop their? and as a former employee i understand the pressures staff are under, especially when customers expect you to read their mind and know exactly what ‘thingy’ their after that will connect to their other ‘thingy’ with their ubs lead..
Hi Ellee,
I’m going to sound a bit of a wimp on this but I truly am at my wit’s end and don’t know where to turn.
PC World have taken my money, delivered my goods to someone else, told me it was my fault, told me to shut up when I protested, kept me on hold to the tune of £40 on my phone, have virtually cast me as No.1 suspect in theft, promised to call back but never have, told me they have to conduct an internal investigation with DHL (What does that have to do with me?)and the list goes on. Where do I go? Very jaded Jackie.
Jackie, I’m so sorry, that sounds horrendous. There is always Watchdog, as you know, and your own consumer advice department. You could also raise this on PC Advisor, which I did, and found really helpful. I really sympathise. Good luck. And do keep me posted:
http://www.pcadvisor.co.uk/forums/index.cfm?action=showthread&threadID=301592&ForumID=2&sr=1
With some, hopefully sage, advice for those out there; here I go.
Jackie, if you paid by Credit Card for your goods can I suggest you ask the Credit Card company to re-imburse you for the money paid for your non-existent goods. If you wish, you may go through the small claims court to retrieve the cash spent unsuccessfully on the ‘phone (your local CAB should be able to give advice on this and perhaps local trading standards may have some ideas and guidance on this too).
Generally for all who are planning to by Computer equipment from the high street beware. The high street brands (several named above) do not specialise in these areas and do not always have people well suited to the task of assisting and giving advice in these areas.
I always recommend to people that they should read up magazines (Personal Computer World and Computer Shopper are two good examples) which will help you with the lingo and jargon as well as giving decent reviews and recommendations. Also I really do recommend finding a friend who works in IT (in the proper sense) and seeking their advice. Buying a computer is expensive and you really want something that is i. suitable for your needs and ii. fits your budget… So go on…. ask your friendly IT person next time and reduce your woes 🙂
PS – Good online sources for complete computers are Dabs.com and of course Dell.com (who’s PC are rock solid and come with a back to base repair option). Also for components I use dabs.com these days as they have been reliable and there is a comparison option as well on their site to help you out….
Thanks Mike, I am really impressed with your superior knowledge on this issue. I have heard about dabs.com and will check them too if I should need anything techie. You are write about Dell, their products and service has improved.
only if i new currys was so crooked i would of went else where, i bought a 40inch tv got home and it had a fault .brought it back got another one , same thing went back tried another one in store this time ,faulty again so asked for a different model , they were no help at all i spent an hour screaming untill i got a tosheba and had to pay the difference , bunch of crooks and still they aint took the faulty tv,s out of stock still selling them
Thank you Ellee and Mike. I’m afraid I used my Maestro so can’t claim. I’ve calmed down a bit but have intensified my resolve to extract some shred of justice in this. I will consult PC Advisor, and have started a campmaign of emailing a complete file history with individual intro’s to every DSGI and PCW department,division or representative who’s address I can find. It’s time consuming but eventually, if you plant enough seeds, something will grow. Once again, thank you for your care and advice. If anyone has any addresses I could use to my advantage, I would greatly appreciate them.
The most tenaciously determined… Jackie.
Just an update. A month on and refund paid. No apology or explanation but I suppose I should count myself among the luckier ones.
Jackie
Jackie, thanks for the update. Yes, you were lucky, but it’s another very sorry PC World story.