Dear editor,
About three weeks ago I sent a letter of comlaint to PC World
which I have not yet recieved a reply. I have attached the letter
whch I sent them. But after reading some of your letters I can,t
see me getting one.
==========================================
Customer Services Department
PC World
DSG Retail Ltd
Maylands Avenue
Hemel Hempstead
Herts.
HP2 7TG
Dear Sir/Madam
On 13 March 2003 I took my computer to your store in Carlisle
for a free health check. Whilst there I asked if my pc could be
up graded. They said it could, so I asked them to fit a new graphics
and memory card. I was told that my computer would be faster and
a lot better to work with. Little did i know what lay ahead.
When I started to work on my computer it crashed completely, I
could not do a thing with it. I then rang Pc World to advise them.
After going around the houses, so to speak, to get in touch with
the Carlisle Branch, they told me that it could be the new graphics
card so must take my pc back to them at Carlisle. This for me
is a two-hour drive 148-mile round trip. The engineer worked on
it and got it back to what i thought was full working order. He
did tell me that something was missing in the program but that
it seemed to be working now so should be ok.
Once I got home I reinstalled the driver for the graphics card
as advised by Tony (the engineer who I had dealt with at Carlisle).
I then tried to install the plug and play joysticks but the pc
wouldn‘t recognise either of them. I got back on the phone
again and tried to resolve the problems over the phone. “You
must bring it back to us” the man on the other end of the
phone advised.
At this point I, was getting annoyed at the thought of yet another
148 mile trip. I got to the store early so they would have time
to look at it but when I went back five hours later I was told
that there must be a problem with Microsoft Windows ME and that
it can only be put right by putting in the recovery disc and starting
again. Because it was getting late he advised that I should do
it at home.
Once I got home I did as instructed but guess what, it still
didn't work. I got back on the phone again and was told “It
must be something you’re doing”. I advised the Carlisle
Branch Manager that it wasn't working when i left the shop. He
advised that we would have to bring the pc back to the shop and
that he would get another engineer to look at it. So back to Carlisle
I went, extremely frustrated as I‘m sure you can imagine.
I won’t go on any more and will just say that in the end
a young man eventually found the problem and my pc now works.
I have paid out £160 for my pc to be up graded, i’ve
had to make six 148 mile round trips to Carlisle and take one
and a half days off work. I picked up my computer on the 14th
of April 2003 and on that weekend alone I had to make three 148
mile round trips. The upgrade that was a £160 must have
cost me at least another £300 with time off work and the
cost of petrol, plus wear and tear on my car.
What really annoyed me was that on the Sunday I was told that
there was no way that the pc could be fixed until possibly Monday
or the next day, but when I arrived home two hours later I found
there was a message on my answering machine informing me that
I could pick up the pc first thing Monday morning. I felt as though
I was having my hands slapped for being such a pest when I shouldn’t
have felt like this at all as there was something wrong with the
pc right from the time the pc had its health check. I realise
now that I was being fobbed off. There was absolutely nothing
wrong with the computer when I took it in.
There wasn't a sorry for the inconvenience caused or there’s
a bag of toffees for your troubles, nothing. In my eyes your store
was at fault and I should not have had all that bother trying
to get the pc working properly myself. I am not an engineer and
can only do as instructed.
I hope this letter will not fall on deaf ears, but the more I
have thought of the trouble I went through, I just had to air
my views. It has given me a different view now of PC World and
I wish now that I had never had the upgrade. I could have bought
a new stack with the money it has cost me, and also bought it
closer to home. I 'am now waiting a reply from Trading Standards.
I feel I did not receive good Customer Care and can definitely
say I am a very dissatisfied customer. Yours faithfully, Mr P
S Davies
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