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Caveat emptor - a customer service nightmare
Member Name: Gowza
Date: 04/01/10, updated on 04/01/10 (109 review reads)
Advantages: If nothing goes wrong you're in luck
Disadvantages: If something does go wrong you better stock up on the Valium
This review was originally submitted under DooYoo's 'misc-systems' section as there's a PC World review section there too.
Order with free delivery was placed online and confirmation email recieved, only to later receive a cancellation/declined email as unit was out of stock.
Customer services were unable to help but advised me to re-order as stock was now in (why can't an IT Services company do this automatically?!).
Second order was placed with cust. services on phone who confirmed my reservation only to get the same response 24 hrs later (confirmation followed by cancellation emails due to lack of stock).
This resulted in a nightmare of long phone calls (over 2 hours) to people who only have a script to work off, no authority to authorise things and just want to get you off the phone by promising what you want to hear.
One advisor actually got quite angry when I reminded him that I was a paying customer trying to spend my money with his company....
Advisors won't give their names (company policy - for "fear of retribution" apparently!) and refused to escalate my call to higher management or give out their head office number which I found on the Consumer Action Group webpage (it's 01727-202120 btw).
This whole episode has cost sleepless nights, hours of time on 0844 numbers (at 5 - 10p/per min) and no item despite promises all round and that's before attempting to locate the item elsewhere at £50+ extra. Throughout all of this, the website was continually showing items were available for both delivery and collection; clearly untrue as I desperately tried to work with both solutions without any success.
This has left us in a sticky position - try explaining to a 9 year old that we were unable to get her eagerly awaited present due to PC World's complete lack of interest and total incompetance. In fact I'm still awaiting a promised return phone call from head office to discuss this issue further.
How PC World's website can say 'Reputation for excellent customer service' (http://about.pcworld.co.uk/link/terms.html) along with 'Our team of agents are dedicate to support you with your order both before you buy and after your purchase' and 'Our experienced advisors will be able to answer your question quickly and provide you with reliable information' (http://www.pcworld.co.uk/martprd/editorial/Custom er_Services) is beyond me and must be treading a thin Trading Standards line.
A bad salesman always sells on price and it's obviously their prices that continue to get customer's wallets out - when things run smoothly PC World is probably as good as any other disinterested business but if you encounter problems, you better stock up on the Valium.
I and my business have spent thousands in their stores but never, ever again. Incidently, I mentioned the above to a friend who works at a national newspaper and they seem to think the above is worthy of a story.....
Summary: Will never use again, ever. Would give 0 rating if possible.