Customer service very poor
Wednesday 11th July 2007, 10:48AM BST.
I’m obviously turning into my father and am finding it increasingly difficult to just walk away from poor service.
Six months ago I made the mistake of purchasing a basic sat nav system from PC World, recently it failed.
Queuing up for a good half an hour to return the unit I listened to the problems of those in front.
A gentleman with a faulty printer he wanted sorted, PC World’s solution – here’s Epson’s customer services number.
Next, a modem that didn’t seem to work, PC World’s solution – here’s a phone number.
Eventually of course my turn arrived. I’d hoped to pay the difference and upgrade to another unit but they had non in stock so I asked for a refund.
“No problem sir” was the reply as he attempted to log into the till; at which point assistant number two took over: “Sorry sir it’s not policy to make full refunds, I’ll have to send it away for a few days to see if it can be repaired”.
I listened to the store manager quoting the law on faulty goods.
The point for me that appeared to go totally over their heads was that doing the minimum you have to by law is not customer service. Having no discretion on an item costing some £180 is not customer service.
Ensuring that all those I saw present that afternoon went away feeling ‘what help was that’ is not customer service.
Phil Kinvig, Broseley
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A lot of stores are like that these days sadly, as soon as they have your money, they don’t care.
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Its a good idea to check other peoples reviews on the internet on whatever you buy these days. Chances are you’ll even find it cheaper on the net and you’ll get a full refund if you don’t like it. I stopped shopping at PC World a long time ago :)
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My wife subscribes to WHICH and wouldn’t be without it – online or in mag form. VICTOR MELDREWS rule OK – I am one !!!
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I agree with Ian Payne, its important to raise your concerns in places like these as the organisations seem to think that if you cotton-wool an issue, the customer goes away really confused and the company doesn actually have to do anything.
Im sure there is a law somewhere that used to protect the customer – or has that disappeared too along with common sense and manners!
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I had the same runaround from PC World when trying to return a faulty Samsung PC Monitor. There were no apologies, suggestions of help or any sign of interest from the spotty youth masquerading as a Customer Service Assistant. I got the same stock answer as everyone else – “Here is Samsung’s phone number”. Once you have handed over your money, thats it. They have no interest in your problems thereafter. I spend hundreds of pound on IT kit every year, but will never buy from them again.
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Sale of Goods Act Quick Facts
Subject: Sale of Goods Act, Faulty Goods.
Relevant or Related Legislation: Sale of Goods Act 1979. Supply of Goods and Services Act 1982. Sale and Supply of Goods Act 1994. The Sale and Supply of Goods to Consumers Regulations 2002.
Key Facts:
• Wherever goods are bought they must “conform to contract”. This means they must be as described, fit for purpose and of satisfactory quality (i.e. not inherently faulty at the time of sale).
• Goods are of satisfactory quality if they reach the standard that a reasonable person would regard as satisfactory, taking into account the price and any description.
• Aspects of quality include fitness for purpose, freedom from minor defects, appearance and finish, durability and safety.
• It is the seller, not the manufacturer, who is responsible if goods do not conform to contract.
• If goods do not conform to contract at the time of sale, purchasers can request their money back “within a reasonable time”. (This is not defined and will depend on circumstances)
You may want to go back to PC World and ask for your money back again my friend.
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the above is correct the original item was not fit for purpose, did not last a reasonable time , also you do not have to ACCEPT A REPAIR you only had the item for a short while you also purchased the item from pc world not the manufacturer , tell them this, if he again refuses go to small claims pay your fee also claim reasonable expenses and ask for a full refund , you will win .
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It all comes down to profit. which comes first not customer service.
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