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PC WORLD KENT A TALE OF PCWORLD CUSTOMER SERVICE

 

Advantages Absolutely none
Disadvantages Never believe a word they say and be ignored if you complain
Will PC World keep its promises?

The following is part of an email we sent to PC World in an attempt to get the problem resolved. Needless to say, it got the same response as numerous phone calls to pc world- nothing. I have yet to read a good review of PC World, so presumably they are happy to lose all their existing customers and keep chasing new ones. Obviously a highly intelligent, efficient company machine! I would suggest you drive straight past any PC world shop and go somewhere else, where you might actually get some service, rather than a grasping salesman and then nothing at all other than wasted time.

We bought a computer and various accessories from PC World at the end of September.
We are now ready to buy a flat screen television and a laptop. Will we go to PC World again?
Highly unlikely, given that they are good at taking your money, but pretty useless at anything
that amounts to after sales service.

We spent almost £900 and took out an extended cover insurance plan because the sales assistant promised that by doing so, we would get 10% off everything in the shop on future purchases, including consumables. All the details would be sent in the post. All we had to do was sign the form and hand over the money.

So, we waited and nothing arrived. So we called PC World and were told to contact the insurance people. They were called CoverPlan or The Tech Guys: I'm really not sure on this, but anyway they said 'OK, we'll put it in the post.' So we waited again and nothing happened.

By now you will be getting the picture, but the outcome is that after weeks spent phoning and emailing both PC World and their insurers, nothing has arrived. We seem to have established that this is down to PC World and the fact that each shop makes whatever deals it chooses. However, the people you speak to on their "one number covers all" national phone line know nothing and cannot help. They offer to get the local shop you dealt with to phone back. Nothing happens. You send them emails. Nothing happens.

The main thing you learn about PC World is that they are very good at selling you things, when you are there in the shop with money in your hand. Once you want them to comply with their promises and put themseleves out just a little bit: forget it.

So where will we be going for the television and laptop? The local bazaar, if we had one, would be better than PC World.

The lesson PC World and other retailers need to learn is never make promises you cannot or will not keep. Your customers will never thank you for incompetence and lies, but they will always tell more people how bad you are than how good you are. In this regard, the internet is a wonderful thing. One person with high enough levels of annoyance can get a bad message through to thousands and thousands of people overnight, so you don't just lose the television and laptop, but vastly more.

Selling is easy. Keeping customers is the harder thing. Lying your way out of a hole never works.