Customer service very poor
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
