Review rated by 5 Ciao members on average: helpful
I too will never use PC World again due to their shoddy customer service.
My son bought a PC from them on 18 January last year. They didn't have the advertised one which he wanted (sound familiar?) so he bought a more expensive one.
On 5 January the thing died. I called their service line and we ran some diagnostics, the upshot of which was that they decided that the motherboard was dead and needed to be replaced. Fair enough - I have since had it looked at by an independent expert who concurs with the diagnosis.
Warranty problems are handled by "The Tech Guys" who may or may not be part of PC World, I'm not sure. Anyway the guy told me that the part was not in stock but that he put it on order and they would call me to arrange an engineer visit when they had it. By the 13th I hadn't heard from them and so called back. Again I was told that the part was not available. I said that this was not acceptable and they gave me a number for PC World customer support. Called them and they put me on hold whilst they sorted it out. Came back and told me that they had sourced the part and an engineer appointment was made for the 22 January. I was not overjoyed by a further 9 day delay, but accepted it.
We had a knock on the door at 8.30 this morning from a courier who had been sent by them to PICK UP A LAPTOP!!!
I have spent some time on the phone today as you can imagine (my son needs the PC for his GCSEs). Upshot is that they say the repair was incorrectly logged TWICE out of TWO attempts. If I had not chased it I would never have heard from them again, and the're having an internal investigation into what went wrong. All well and good but my son is still without his PC and coursework at a crucial time and will be for some time to come.
Incidentally the warranty has a 28 day limit on repairs and as it takes them a week to get the part and 9 days to book an appointment it looks unlikely that they're going to meet the deadline. In which case we're entitled to a refund - watch this space!!
22.01.2009 15:43
Great review. I completely understand. I've had problems with PC World's service too, they seem to have absolutely no communication between stores.
22.01.2009 15:27
Welcome to ciao. Sorry to read about the very poor service. I've never used Tech Guys and less likely to now.