PC World, completely unacceptable!

PC World, completely unacceptable!

October 20, 2005

20 October 2005

Dear Friend,

I contacted PC World in June after my computer went on the blink, I had purchased a service agreement in good faith that should something like this occur I would be assisted in getting the computer fixed, if not then replaced.

I have a disabled child and the computer and internet is vital to us.

When I initially telephoned a technician was booked and parts were ordered after I explained what the computer was or rather wasn’t doing. The technician arrived on the 1st of July, with no parts. He then ordered the parts and left, I was told on the phone that the parts had already been ordered. I telephoned twice during the course of July and was told that the parts had not arrived. I was called to say that my machine would be collected and no one called around to do just that.

On the 1st of August I sent an email conveying my intentions and disappointment. I had to go away for three weeks due to an illness in my family. I contacted PC World again in September (17th). I spoke to P***, who was to arrange pick up and vouchers in lieu of the six week rule. Paul said he would call back that day, he did not. I called again on the 22nd of September, I spoke to J****, he confirmed to me that vouchers would be issued regardless and to remove any added hardware I had installed prior to my pc being collected, for which he made a booking.

My PC was collected on the 27th of September by PC Worlds courier.

After no word I called yet again on the 7th of October, I spoke to C*** who told me that he had no new info and that I should call again in a few days. And here we are today, the 20th of October…

I rang up and spoke to L** who after checking his system told me that the job of collecting my pc was “aborted” due to no contact from me, I am appalled. He goes on to tell me that they have no record of my pc having been collected and as I have no receipt I should contact the police! He offered no more assistance and no alternative course of action, at the very least I would have expected him to check with the courier. I rang the courier myself and he confirmed collection from me and delivery to the company dealing with the work. All of which is evident on their job sheets. I also rang the warehouse in Cambridge to verify again that my computer had been delivered to that company.

I would very much like to understand what kind of work ethic is in place at PC World where they are allowed to tell their customer anything to get them off the phone. I have traced where my computer is, this seems bizarre to me. I have no clue how to get PC World to fulfil their obligation to me. I have been treated badly, fobbed off and lied to. I phoned them back after confirming the location of my pc from the courier. I spoke to a lady who has promised to call me back, all too familiar. I am at my wits end.

Sincerely,

Samantha Click this link to e-mail the message author: Email User