PC World. Happy To Sell; Not So Happy To Repair (PC World)

Member Name: wardie

Product:	PC World
Date:	23/02/01 (26 review reads)
Rating:

Advantages: Can walk away with your PC

Disadvantages: Bad after sales service

I Puchased my PC about a year ago now from my local PC world. When I went in to purchase the staff were helpful and enthusiastic and managed to convince me that I should spend a little more than I was intending to get a better machine. I picked up my PC set it up and all was well. I was happy and was glad I had spent the extra money.

However, several months later, I started having problems with my modem. I was not a complete novice and thought I new enough to confidently phone PC World and tell them I required a new modem. They referred me to the company that have their maintenace service, Mastercare and there the trouble began. It was a typical call centre where you never get to speak to the same person twice and the people I did speak to were so incompetant that I got nowhere fast. Because it was a modem problem and and I only have one phone line I had to keep trying their ridiculous suggestions (each time I was guaranteed it would fix the problem) and phone back and begin again with somebody else.

It got to the point where they were not prepared to take the problem any further until I formatted my C drive!!! All I wanted was for an engineer to come with a replacement modem. It took 74 calls at a premium rate to finally get them to agree to send an engineer, who replaced the modem and solved the problem. I had told them this was required on the first phone call but they would not have it. It cost me a fortune in phone calls and probably gave me a few grey hairs.

The service was appauling, the people at the help desk were rude and incompetant. PC world themselves would not deal with the problem even though the machine was well within its warranty. The whole experience would make me want to shop elsewhere for my PC next time.

Summary: