Forget the bad reports - they are trying hard to give good service (PC World)

Member Name: Medusa

Product:	PC World
Date:	25/07/00 (20 review reads)
Rating:

Advantages: Need to be strong when contacting, but good results can be achieved.

Disadvantages: You can waste time problem solving yourself

Having looked at all of the headers for this topic, I just had to submit a good, personal, experience of PC World.

We bought a Hewlett Packard Pavilion (650MHz) from them a couple of months ago, at a cost of £1100. Five weeks after unboxing and setting up, we had tremendous problems. To try and resolve our system problems, we booted up our old donkey (150MHz) and signed in through the old modem.

We logged into HP's support site plus MicroSoft's sites etc.. read all bulletin/community boards available and got absolutely nowhere.

We called the PC World support line and, after speaking to 4 or 5 different people, got absolutely nowhere.

I was very upset that the terms of warranty for PC World were "within 7 days, a replacement or refund would be offered... after this, it's return to PC World for repair, which could take 28 days" 4 weeks without my PC... EEEKKK !

Eventually, I called my PC World store and tried to get through to the repair shop or other management. Having left messages for a return call, I tried again and this time asked to speak to the Store Manager. It was obvious that this is not the norm and they eventually put me through to a chap in Customer Services. I explained the situation and that, having spent £1100 on a "dead" PC, I was very upset. He asked me to bring the base unit back for an exchange. I was overjoyed, as it was outside of their legal requirement.

Within an hour I was back at the shop and unfortunately they had no immediate stock of this model. They did have a 750MHz model for an extra £100 and I persuaded him to drop the price. He charged me £75 for the higher model and I am, without a doubt, one very happy customer.

All in all, I applaud PC World and would recommend that anyone with a problem, contact their store and persue a good resolution.

Summary: