Well there’s a leading title statement. However it’s true in my experience. And if you dislike rants stop reading now and go and watch Tele tubbies or something.
I bought a computer from PC World / Currys back in mid February. It was always designed as a backup PC after the carry on I had in Venice a couple of years ago. It’s a Lenovo C20 which has a 19.5 inch screen, Pentium processor and only 4 gig of RAM despite running Windows 10. It was a relatively cheap machine at £350 but the thing I liked was that instead of the 6 amps that my monster machine uses, this one only uses about 3 amps. For the time I spend at work I don’t need the big one cos I am just in the work interface, so it will save me loads of power over time.
The screen isn’t fantastic but the sound is very good and the machine is very light in weight, so all is well and I am chuffed to bits. Until that is the DVD stops working.
I’ve actually only used the DVD twice, to copy some DVD’s to the hard drive and now it’s stopped working. Windows doesn’t even recognise it at boot stage so something is terminal about the player. I’m going off to the continent soon so I take it back to PC World at Gateshead’s Team Valley who have a KnowHow desk, where all their tech types work.
Except they don’t, because far from simply replacing the DVD it has to be sent off to someone who will do it. It won’t be back til Friday grr Never mind as long as I get it back on time that’s fine. Typical though…the backup fails lol
Anyway Friday comes and goes, so does Saturday, and I have an itinerary to keep so I rang them and said “I’m on my way to Cumbria, can the computer be rerouted?”
“Yes of course.” they say “It will arrive by Sunday at the latest.”
Excellent stuff so I set off to see my friend in Cumbria which I always do when I’m heading south. Sunday came and went and no PC. Monday came and went and no PC. I rang them and said “I have to be in Birmingham tomorrow because the van is booked into a garage. Can you re-route it a second time to the store I bought it from in Birmingham?”
“Yes of course.” they replied, “We’ll send you a text when it’s due to be delivered.”
No problem I thought. That’s what I get for thinking…
Know how…know nothing
So I get a text to say the computer has been delivered can I come and pick it up. I go there and it hasn’t been delivered at all. Many phone calls later it turns out it never did turn up at Cumbria, but was re-routed to Newark as that’s the main distribution centre. So someone ‘thought’ it should have been in Birmingham by now but it was probably en-route from Newark still.
I go away and wait a while and get another text a couple of days later: come and pick your PC up. So I go again and again it isn’t there. Lots of telephone calls by staff and I was on my phone for a couple of hours and it turns out it was never at Newark, it had gone back to Durham distribution centre and was waiting to be delivered down top Birmingham. I was bemused. But apparently the texts are sent by a machine and the machine doesn’t know what’s going on. Or something. But then neither do the staff it seems because at this point neither the store, nor customer services, nor KnowHow know exactly where the computer is.
I was quite irritated and a manager had come down to help deal with it and he said to me “If you would stop jetting around the country and wait for it to catch up with you all this could be avoided.”
I was stunned and explained that I’d waited for it now 3 times and waited at least one day over the date I was given to pick it up in each place. so this could hardly be my fault. I asked then for a refund and he said he was not authorised to give one out, I had to contact customer services. I gave him a piece of my mind and stormed out angry that I was wasting so much time for the sake of a faulty DVD.
It turns out that he lied because refunds are always handled at store level I was told later by customer services.
Leave this store!
Never mind, KnowHow machine knows where it is because it texted me again 2 days later saying it was there, at the same store. So I returned and thankfully the manager wasn’t there (it turns out he wasn’t a manager anyway he was a deputy manager) and I spoke to another deputy manager who said the computer was not there. I started looking around for a video camera in case I was being pranked for Youtube. But no, he was serious.
One of the staff gets on the phone, he gets on the phone, I get on the phone. A half hour later no-one knows where the PC is. I say right, it’s time to re-route it yet again down to Folkstone, which is the nearest store to Dover, as I am catching a ferry in 2 days.
“No it will be delivered tomorrow I am sure of it.” the deputy manager recites yet again. I am flustered with him and yet again show him all the texts I now have on my phone over the last 2 weeks saying that the computer had been delivered and was ready for pickup.
“Why should this time be any different?” I asked. Also, I haven’t got time now anyway. I’m getting on a ferry in 2 days. We end up in a row and I call him an incompetent which he is because he refuses to call the store manager to authorise a refund and he is adamant that the delivery will be tomorrow when I’ve been told it will be delivered ‘tomorrow’ for over 2 weeks. He told me to leave the store hahha
I was so angry I faced him squarely and told him I’d leave when I was good and fucking ready to leave. My Ire was high, I was not in proper control, and I saw in his face that he had not a clue what to do so I left the store.
I was so angry, at the fact it was only a damned DVD drive that failed, no-one knew what was going on, staff just weren’t helpful, and KnowHow is clearly atrociously badly organised. I decided to calm down and set off for Dover in the morning. I had no idea what my next step could be. As it happened I telephoned again later that evening and told the whole sorry tale for about the 5th time to another member of customer services who promised to call back.
Indeed he did call back an hour later and said they had something called Customer Empowerment. It was a scheme devised to help out customers who had experienced service far below the level they should. So, I would be in Dover tomorrow, I could pop into the Folkestone store and pick up a brand new computer to take to the continent with me. It won’t be exactly the same machine as they don’t have any but it will be similar spec and similar money but even if it’s slightly more expensive they’ll let me have it. The manager there has been briefed so it should be a smooth transaction.
Oh and by the way we’re going to refund you £10 for your distress and the diesel you’ve spent driving around shops and the hours of calls you’ve made. I told them to stuff their paltry £10 right up as far as it will go because that’s just insulting, but I was pleased that finally we had a resolution. As if…
So, I pop into the Folkestone store and speak to the manager who knows absolutely nothing about it lol No surprise there really…
He telephones someone about it and gets the details because he said he’d only ever dealt with maybe 3 customer empowerments in his long career with PC World. Sure enough he does not have the Lenovo C20 in, but he does have a few other all-in-ones. The HP was mentioned as being a candidate when the customer service rep spoke to me yesterday. However I can’t have that one I was told as it’s £150 more than the one I’d had.
“What if I pay a little extra? Or maybe we go halfies on the difference?”
“No sorry, I can’t do that, we can’t give discount at store level, there’s so little markup on PC’s as it is.”
I looked at him a little stunned and said “What about customer empowerment???”
He simply stared at the desk and said all he could do was refund me the original purchase price and that despite customer empowerment the store retained authority to make their own decision about what to do. (The deputy manager of Birmingham WAS lying then!) He wasn’t going to budge on this, so I gave my card and got my money back. First thing in the morning I go away still without a backup computer, but not for the want of trying.
You might recall when I had trouble with PC World in Inverness, quite what possessed me to go back again I don’t know but PC World and Currys are now anathema to me and I will not even look through their windows let alone buy from them.