“ The business wing of PC World. „
I ordered a laptop form PC World Business 2 days ago. It was showing as in stock and because I needed it urgently, I ordered it on 1-2 days delivery. Yesterday, when I did not get any dispatch message I logged into PC World Business website to check. It did not have a Tracking Number so I phone PC World. They assured me it would be dispatched that evening and I would get it in 1-2 days. Now 2 days later, I log into PC World Business website again to get my tracking number so I can find out when it will arrive. Still no tracking number. Still not dispatched?1-2 days delivery only from when they dispatch? What great :-( service!Don't buy from PC World Business if you need business class service or any service at all for that matter.
I bought a new Compaq laptop PLUS a 3 year warranty from the Chester store.
After a few months the laptop broke down and it went to their TechGuys repair department, and (to be fair) after a week they provided a loan machine (which works perfectly) as stated in my warranty. My machine was returned and broke down again, it was returned and broke down again, it was returned and has broken down again! I have had many conversations and have been promised many callbacks, none of which have come. I was asked for my Warranty document which the store immediately 'lost', fortunately I had read it! I asked for either the original or a replacement and was told it would be emailed immediately ...nothing arrived.
In the 'reports' that came from TechGuys although there was a space for this info. nothing was written about what was wrong or what had been done to the laptop. On each occasion I went to the store and was told that this information was nowhere to be found on their system.
I took the machine back to the store (yet again) and politely reminded them that, as under the terms of the warranty, if they were unable to repair the machine within a given time (now greatly exceeded) the faulty machine would be replaced.
I was then told that I could not leave the machine with them (as had happened previously) but would have to apply directly to the Warranty people and that I would NOT be given a replacement machine but some vouchers towards the purchase of another machine. It was also pointed out that these vouchers would be of less value than the price I had paid for the machine (last year). I am singularly unimpressed by the service, the machine and the (expensive) warranty!
My name does not seem to matter to PC World, I run a small building construction company and I recently purchased a computer from PC World, and suffered the following unacceptable consequences.
On Tuesday, 20 April 2010, my brand-new PC (Packard Bell 14521 desktop PC) was having trouble getting onto the Internet, although I knew my Internet connection was fine after testing it using a laptop.
I phoned Packard Bell technical department and, after talking to them for a while, it was established that it was a hardware problem. I was advised to phone PC World's tech guys as the computer was still within its 28 days cover. After contacting PC World's technical centre it was confirmed that this was a hardware problem (100006 customer number 3329021335) and I was instructed to take the PC back to the shop where I purchased it. In fact I contacted the shop and asked if the offending item could be taken out and exchanged for a new part and this was agreed in principle.
After arriving at PC World in Farnborough at approximately 9:30 am on Wednesday 21 April, a technical representative (named Dave) took my PC behind the glass screen in order to diagnose the problem; after a while he returned to tell me it was a hardware problem and advised "The solution is we will take a bit out of a new machine and pop it into your machine" the snag was that the only machine in the store was the display model. I had no problem with something being taken out of the display model and put into my machine. However, after a while, he returned to explain that "it was a software problem, from the manufacturers set up" and that he would have to change or wipe the hard drive.
At this point I became worried since the reason I returned the PC was because it wouldn't connect to the Internet - everything else was absolutely fine. I explained that I had various programs on my computer including a pricing program, DragonDictate, Norton, Microsoft Office etc. and that the pricing program and the DragonDictate were absolutely imperative to my work and I needed the files for both of these!. He indicated to me that all files would be saved before doing anything to the hard drive, but I once again expressed concern over what I might lose and suggested that the old hard drive could be slipped back into the computer without any loss of data, if he used a new hard drive for the rebuild. I even offered to pay extra for this to be done but was told "it could not be done sir". I also asked if there was anything we could connect to the PC like an external router that would achieve internet connectivity, and again, I was told "it cannot be done sir". On more than one occasion I repeated the question about reusing my original hard drive without having to wipe it but, every time, I was told it could not be done (I now know from Packard Bell it would have been very easy to do!) To put my mind at rest I was assured by David (your representative) that all my data would be saved. At 2pm I received my computer back in its original box and I left.
On Wednesday evening I got back to my office and opened the box, but one look at the PC told me it was not my computer (mine still had the original protective plastic film on it) I plugged it in anyway and to my dismay nothing happened; the computer would not even start up.
On Thursday the 22nd I arrived back at PC World in Farnborough and delivered the boxed PC back to the technical department, where I was told that Dave (your representative) who had been dealing with me, was on holiday. I explained the situation and what had happened the day before and a PC World tech guy took the PC behind the glass to have a look. Whilst waiting I walked around the store, and, to my horror, found my PC on display for sale! I asked to see the manager and went back to the technical area. The tech guy came from behind the glass screen and confirmed that the computer would not even load up. The manager appeared (Stewart). I told him of the recent events and then asked him why my computer was on sale, to which he replied "I assure you sir that is not your computer". I then explained how I knew it was my computer and, once again, he assured me that this was not possible. At this stage, one of the tech guys said "I think you'll find it is his computer". Stewart and the tech guy disappeared behind glass screen and a few minutes later Stuart returned saying "yes sir that does appear to be your computer but I assure you that everything is wiped off of it" .
Because David, your technical guy was on holiday, trying to follow the series of events that resulted in my computer that didn't go on the Internet being replaced by the display model (which didn't work) and then finding my own computer on sale with the hard disk overwritten, was completely beyond me. Gross incompetence, negligence, a total of lack of product knowledge and protocol is my answer at the moment.
Stewart had given me a similar specification computer and the tech guy managed to get some files back i.e. my invoices, but not the vital Easy Price Pro files nor DragonDictate files etc. Unfortunately, Stewart went on holiday on Thursday evening.
Friday the 23rd - back to PC World in Farnborough where I talked to your acting manager David and David the tech guy. I retrieved my hard drive (from whence and which computer I have no idea) and have been told the matter will be discussed at a higher level. I'm going to take my hard drive to a professional to see if any files can be retrieved.
As a dyslexic, Dragon Dictate plays a significant role in the running of my business. The user profile has to be very finely trained and tailored to avoid costly mistakes when producing quotations, estimates and invoices. This, along with the dictionary, has been evolved over a significant period so that it recognises my voice, plus thousands of technical terms specific to the building industry.
A supplier of specialised building quotation software (Easy Price Pro) had spent many weeks perfecting the set-up on my machine and I had recently worked on complex quotes exceeding £500,000.00 that took many days to prepare.
In addition to this loss of vital data, there is the question of the licensing of the programmes which you have lost for me and the time spent going backwards and forwards to PC World in Farnborough. My work time is valuable and any time out is detrimental to my business. I have wasted three days and the consequence of your engineer's ineptitude in catastrophic.
When I returned the PC to you to rectify internet connectivity issues and specifically explained the importance of the software installed, I can assure you that I had not expected to be returning with an ex-display non-working PC.
I look forward to hearing your justification for the problems I encountered and to knowing how you propose to compensate me for the devastating effect on my business.
So far PC World have offered £90 towards the licensing fees (which doesn't come even close) and £90 compensation. As far as PC World are concerned the matter is closed .
I made a recent purchase, quite expensive c. £1800 for an Apple Desktop computer. I was a bit nervous at first because of the name PC World (bad experiences in the past).
However, I must say the service was excellent. An easy to use website, very friendly and communicative support staff when I phoned, delivery tracking and of course on time delivery.
Just type in PCWB into your search engine, register just like any other site, use their search facility for what you want, and away you go.
What I also found very helpful is the fact that they tell you how many are in stock and not just that they have stock, so you know that at the time of ordering, if they have lots in stock, you are likely to get the item you are ordering.
Compared to Pixmania, who are just about the worst at everything, PCWB is heaven.
I'm going to give 5 stars because I jut can't fault it but this is only after one purchase, so be a bit cautious.
Please note that this is a review for micro warehouse microwarehouse.co.uk / inmac.co.uk (both the same company) who are owned by PC World Business.
In November 2006 my husband ordered a surprise Christmas present for me from Inmac / Micro Warehouse. I work from home and therefore am available throughout the day to accept any deliveries. He warned me to expect a delivery for him at some point during the week, but (of course) not to open it.
When the delivery arrived I was astonished and dismayed to find that they had not bothered to package the item, and it was delivered only in its product packaging. As soon as I opened the door, I could see the item in all its glory and knew exactly what my surprise Christmas present was!
To make matters worse, the following day a plain envelope turned up showing only our address, and no name recipient. This letter could have been meant for anyone in the house, so I of course opened it so I would give it to the correct family member. It was not a letter at all, but the sales invoice for my surprise Christmas present. Not only did I know exactly what my Christmas present was I also knew exactly how much it had cost!
When I complained to Inmac Mac Warehouse, politely explaining the situation and why both myself and my husband were so upset, the response I got was condescending &scathing. They told me it was company policy not to package items for delivery and that they always send out letters with no addressee (with an exclamation point to drive this home to me) and that was that.
Their customer service is lousy and they didnt even have the common courtesy to either apologise or admit that they had caused a distressing situation for us.
Steer well clear!
I first encountered PC World Business when I started my current job over 3 years ago. One of my main tasks at the point was to re-order stock. As we are a Software Development company, we were constantly ordering PC supplies and development tools. PCWB had been the main supplier for some time. PCWB are a main supplier of Computer equipment, Software, Hardware and items such as Office Furniture. They are a well known brand with a catchy advert 'Where in the world - PC World'
They are part of DSG retail, whose group house stores such as Dixon's, Curry's and The Link.
Although the PC World stores were founded in 1991, PCWB was set up in September 1997 as 'a new business-to-business IT mail order service incorporating the brand strength of PC World and the sector expertise of DSG Retail'. PCWB's website followed 2 years later in 1999.
I was given the contact details for PCWB and was asked to make an order. Initially I was supplied with our Account number and their telephone number and orders were placed that way. However, on a number of occasions, orders that had been phoned through were not processed and so we began faxing the orders through and eventually emailing them.
PCWB used to supply us with a catalogue full of all of their products. This catalogue was renewed about three times a year. We usually had a round a 5% discount of items we ordered from them but for some reason they stopped sending us their catalogue. This became a problem as because we were referring to the previous 'seasons' catalogue, the prices we quoted on our orders were incorrect. When the invoices for the orders arrived, they didn't match up, sending our Purchase Ordering and Invoicing System into dis-array.
At this point I contacted PCWB to express my concerns at the ordering process. I was informed that we had a dedicated Account Manager that would deal with all of our queries from now on. I explained to the Account Manager that we do not have the correct prices for the items we are ordering and asked him what could be done about it. He suggested that rather than obtain the prices and order codes from their catalogue, I could use their website, www.pcwb.co.uk.
PCWB's website promises over 40,000 products available to Business Customers. The website is fairly easy to use although I don't actually order our items directly through the website; I simply consult the website for prices and product codes. PCWB usually offers next day delivery from the website if these items are in stock, and boast prices and stock levels which are supposedly constantly updated in real time.
The website features a search function which enables me to search directly for the product rather than have to source it in the catalogue. Alternatively, you can search by department, such as Computers, Furniture, Office Supplies, etc.
Advantages to browsing items through the website are Special Offers, New Users are able to apply for an account with PCWB online and existing users can log into their account and track orders, obtain copies of delivery notes and print off invoices before they have been sent (beware of inputting duplicate invoices though!).
Although I don't intend to explain the website at length, it is a very easy website to navigate and look through. Everything has an appropriate place and the Quick search option has always been successful each time I have used it, in that it has returned the results I have wanted.
Unfortunately I cannot comment on the online ordering process as I have never pursued orders this way.
Once I have found the item I want, via their Website, I am then able to check if it is in stock and the price. In the past I have found their online stock levels to be reliable but very recently, especially since they have been concentrating on their recent acquisition of Inmac and Microwarehouse, their online stock levels have been unreliable, resulting in us ordering items that were not in stock.
Once I have the details I require from the website, I then place the order via email, direct to our dedicate Account Manager. Apparently each Business Customer has their own dedicated Account manager. Ours has recently changed and I was notified immediately via email, with the full name and contact details of the new Account Manager. I contact them directly now for any ordering or queries.
Once I have placed the order, via email to our Account Manager, I receive a 'Sales Acknowledgement' shortly after. This acknowledgement advises me of the item(s) I have ordered, their cost and any delivery charges (Standard Delivery charge is usually £9.95). I receive a similar email when the items have been dispatched. This means that I am generally kept fully updated on the status of my order from beginning to end.
Items ordered are generally received the next day and are delivered by City Link. They are almost always packaged in a brown box with plenty of bubble wrap to protect your goods.
As well as products, PC World Business offer services and solutions such as selling telephone software support for one PC to managing a business's whole network remotely. PCWB offers services to all sizes of businesses.
There are currently around 250,000 businesses trading with PCWB.
The ordering process is quick and easy and reassuring. Being able to check prices and stock levels online is a real bonus, especially when we need an item urgently. Having one person to speak to rather than a different one each time builds up trust between the business and Customer.
The Technical guys at PCWB really know what they are talking about and if I have ever had a problem, they have been on hand to help.
If they do not have an item in stock on their website, we are always given the option of visiting one of the local PC World stores, to obtain the item from there.
Their After Sales service is impressive. I have only had to contact them on a few occasions with regards to issues with items we have ordered and an engineer has turned up the very next day - according to PCWB, they have 250 fully qualified engineers, of which 82 are dedicated to business customers.
Quite recently the stock levels on the website have been inaccurate. This has resulted in us having to wait longer than anticipated for items that showed as being in stock on the website.
Items we were told would be there within a week still haven't been delivered 2 weeks later. When I am unable to get hold of our Account Manager, dealing with the Call Centre staff can be quite a nightmare - messages don't get passed on and calls are left unreturned.
I wouldn't say that they supply the cheapest products on the market but as some of the cheaper alternatives don't accept business accounts, they are THE alternative.
PC World is definitely a leader in its market. At my work in particular, we have used them since they opened in 1997. We have tried other companies in the past, in particular Microwarehouse, before they were taken over by PCWB. They really didn't match up, taking an average of a week for orders to be processed and delivered.
After recently being slightly unimpressed with their service, they seem to have gone back to the way they were - friendly, efficient and always willing to help. There doesn't seem to be an item we've needed, that they haven't had, which is a definite must for demanding businesses.
The stock levels on their website seem to have gone back to normal and we certainly haven't had any errors with the stock levels recently. I put this down to the fact that as they were merging with another company, things were going to go wrong, which is understandable.
I feel PCWB is a definite necessity for businesses.
PC World Business
This is the second time we have used PC World business. The first time round we had no problems from them, receiving the goods fairly soon after the order. Recently however when we placed orders for two simple items some problems occurred. They firstly had no record of us having purchased from them before. We requested the forms to get a new account number, which we never received. After we went ahead and placed an order we received one item but not the other. When I phoned up to enquire about the missing item I was informed that it would not be in stock until the 11th of February which was just under a month away. I went back online to see what the stock counter next to the product said and it clearly stated new stock would be available in only 4 days, which is a vast differance from 4 weeks. To their credit they immeadiately offered to send us a replacement product of similar specification and credit our account with the differance in price. However I was a bit irked when the price for the new product was a pound different over the phone then it was online. I am aware its only a pound differance but I am a bit concerned about a website which has mistakes in its pricing.