JGG v PC World et al

[jo1lygrngiant]

Hi everyone, having some major issues with my mates at PC world, and wondering if you could please assist with what we can do now..

Its a long story, so please bear with me on this one..

This is a complaint letter, I wrote to PC world, regarding the issues at hand.



PC World Customer Service
Customer Contact Centre
PO Box 1687
Sheffield
S2 5YA
Dear Sirs
Cover plan Reference Number xxxx – Compaq Presario 2500 Laptop
I would like to complain about the absolutely appalling service I have received from PC World, Cover plan and The Tech Guys.
I bought a laptop on 28 December 2003 and took out the 5 year extended warranty.
Everything was fine until a problem with the hard drive occurred.
23rd March 07, Job no ‘1’
We originally took the laptop back to the store and the gentleman on the tech guys support desk couldn’t help and said it needed to go for repair, so we rang The Tech Guys from the store and arranged a collection I asked about the data on the drive and was told " take it back to the store and they will retrieve it free of charge" the store assistant advised this was incorrect as they do charge but due the nature of the problem it couldn’t be done anyway. The laptop was collected; a new hard drive put in and returned back 20th April 2007. The Tech Guys had installed a copy of Windows XP Home, via a mounted drive, rather than a full installation.
30th June 07 I called the Tech Guys as a problem with the laptop and a memory problem was diagnosed, this was supposed to be collected on or around the 30th June. But the collection never took place, when it was supposed to of been. Another job number was raised, the laptop collected, new memory installed, and returned to us on the 16th July 07.
1st Aug 07 I reported the battery wasn’t holding the charge, several checks were done over the phone and a collection was then arranged, Job no ‘2’. This was collected and returned back to us 18th September saying there was nothing wrong with the laptop and to get a new battery. Batteries are classed as consumable items, and therefore not covered via the warranty. I rang the same day to advise there was nothing wrong with the battery and another collection was arranged. Job no ‘3’, this was then returned 25th September. This time, the Tech Guys did not even look at the laptop. Again with the message of get a new battery! At this point I did get a new battery but this didn’t make a difference.

After ringing another collection was arranged for the 27th September Job no ‘4’ and this was returned 22nd October 07 stating replaced system board. (According to customer service records the system board has NOT been replaced, despite written evidence by a tech guy engineer.) So someone somewhere is being economical with the truth.

22nd October 07 a problem occurred with the mute button not working and the internet explorer wouldn’t let you type in at all, we rang the helpline and the response was you need to use the disc supplied and restore everything back as it’s a software problem, advised no disc supplied and The Tech Guys had loaded windows etc when they replace the hard drive. Collection was finally arranged and the laptop fixed and returned. Job no ‘5’, the laptop was returned on the 8th November 2007.
The issue with the power was still ongoing, so contacted The Tech Guys again and a very helpful gentleman told me to ring customer service and request the laptop be written off as still not able to sort. I did this as was told you will get vouchers to the value of what I paid for the laptop, this I know to be incorrect! This was on the 3rd January 2008. The laptop was collected 16th January but returned a week later saying they needed details of all the jobs to write it off!! But they already have all the details!
18th January, my husband contacted the tech guys, and spoke to a gentleman called ‘A’ on team XXX. He was informed by ‘A’, that we should go direct to the store, tell them we have had a cover plan agreement from day one. The laptop is useless, and it’s up to the store to write it off.
21st January, we went into our local PC world store (Warrington), with the laptop, and mentioned the conversation with ‘A’. Only to be told, sorry we don’t write laptops off, it’s up to cover plan, and you would need to contact them direct.
23rd January my husband spoke to ‘B’ in customer services. Job number ‘6’ to be done. This was for the laptop to be collected to be written off.

24th January we rang again, and spoke to ‘C’. We are told in no circumstances what so ever will the laptop be written off, as it has not been past your 6 week rule. After quoting part of the Sale of Goods Act to her, she had a word with her manager, and comes back to tell me, yes we will write it off for you on this occasion. And to await a call off teleplan regarding a collection date. I mentioned that a date had already been booked for Monday 31st January and quoted job number ‘7’

We were informed that ‘7’, was for a repair, and not a write off. The wrong details had been put on the latest job. Basically ‘C’ in customer services had not booked us in for the correct job.
Collection arranged for 28th January between 2.30-5.30pm. This time I was guaranteed it would be written off and we would get vouchers asap. The laptop was not collected so I rang yet again spoke to a rather unhelpful gentleman who couldn’t really help so I insisted on speaking to a manger, (‘D’) but was told he is busy! So I told him I would wait! And lo and behold he came on the phone! He told me he couldn’t do anything as the gentleman's pc he was using was due to finish and needed to log off!
We took legal advice and gave the information we were given to customer services to be told sorry nothing to do with them!
He agreed to ring me back but told him as I was at work then will need to speak to my husband, bearing in mind he has been doing most of the ringing about the issues. We did get a recall 29th Jan and he basically said he will write the laptop off even though he previously told us that customer services don’t have the authority to do that! And will arrange vouchers to be sent and will have by Friday 1st February. Needless to say the vouchers did not arrive; my husband rang to chase them to be told due to Data Protection Act they won’t speak to him! I had previously authorised him to speak on my policy and he has previously spoken to several people already so no idea why the change. I then had to call them to authorise it again and was told the vouchers had been requested but couldn’t confirm they had gone out. Saturday still no vouchers, Monday still no vouchers, rang again to chase and told they went out 30th Jan by 2nd class post and will be with us shortly. They eventually arrived this morning 5th February.
31st January, we contacted cover plan / Tech Guys / PC world, throughout the day, we are passed from pillar to post, with not one person assisting us, each passing the buck onto another department, or another company. During these conversations, we are told, that when the vouchers do come through, go to your local PC World store, and choose a laptop that you would like. If there is a difference in the value, between that and the voucher price, then the store have the authority to contact Cover plan, to get them to increase the value of the vouchers, up to an amount of around £100. Something called the Action report. Whereby cover plan would give PC World the additional voucher numbers, in order for the till to balance.
4th Feb, we went into our local PC world store (Warrington), and chose a Hewlett Packard DV9705 Laptop, which was on display at £499.99, reduced from £699.99. We mentioned to the duty manager our predicament regarding the voucher issue, and was informed, that we could go online in the morning (5th Feb), and select collect at store. There are none of this model left in stock at the shop, but there are some at Wrexham, and the system was showing some in stock at the Distribution depot. We could also ‘pre book’ the display model; and they could order one for delivery to the store, for us to purchase.

We went online early in the morning,(5th Feb) to select this laptop, as a select at store, and find there are none are left in stock. (We since find out, that we could only pre book a purchase if there are more than 3 of the said item in stock, and can not, pre book a display model, in any case!)

My husband rang PC world customer services a number of times, to speak to the store Manager (‘E’), who is aware of our situation, and was going to be looking into it. He left messages for Mr Bowland to contact him, and no call back was received.

He spoke to ‘F’ at the business centre, direct at the Warrington branch, and he confirmed the discussion regarding the additional vouchers, and cover plan. ‘F’ was going to check the stock lists, and return my husband’s call. Again it comes as no surprise, when no call back was returned.

After another attempt to contact ‘E’ at Warrington, we speak to a lady in the Tech Guys. I told her about the laptop we want, and how we tried to do the collect at store.. She had a look at the stock list, and said that there are none in stock showing in the system. But there is 1 showing at each of 3 stores (Chester, Wrexham, and St Helen’s). Upon checking the web site, again there are none showing in stock at each of these stores.

He mentioned, about the action report, and not wishing to purchase the laptop from another store, and then having to go through everything that’s happened, with their store manager, in the hope that they would contact Cover plan on our behalf regarding the additional vouchers. To be told, we don’t have the facility to do that on our system. ‘I have had a word with Phil, and he hasn’t heard of that either’.

We were under the impression, (as informed by Cover plan) that the equivalent laptop to ours, is a Toshiba L40-14I, which is on sale on the Curry’s web site, for £399.99. Over the weekend, it was priced at £429.99. Therefore the vouchers should have been to the value of £429.99 at the very least, and not the £349.99 we have received.

6th February

Spoke to ‘G’ at the Business Centre of PC World (Warrington). He knows some of the issues we have had to endure with your company, and attempts to go out of his way to assist us.

We go through some choices of laptops, and choose one. Asking about the voucher issue, he informs us, that we should go to the store (Chester in this case), to collect the laptop, and the store will ring Cover plan on our behalf, and sort the voucher issue, stating that “I will get you the £100 back in vouchers”.

We decided that we would not go to Chester, as this would be yet another 80 mile round trip, which after having all the recent problems, we did not want to go through everything yet again, with another store, as previously mentioned above. And instead went to the Warrington store.

After having to choose yet another laptop, as the one we wanted, was again not able to be sold, due to stock issues, we went back to the Warrington store to purchase the laptop.

After speaking to an advisor, and looking at the laptop, we arrange to pay for it. The gentleman went off, and spoke to cover plan (or at least attempted to). He eventually comes back, and states that cover plan are closed for the evening.

‘G’ knew we would be going in the evening, as I am unable to leave work early, but was under the impression that we were going to Chester instead. Even if we did go to Chester, we would have had the same predicament of Cover plan being closed for business, hence yet another wasted trip, and associated costs.

I spoke to the General Manager at Warrington, who was the most unhelpful person I have ever had to meet. He stated, “That there is nothing I can do about it. Cover plan are closed, I don’t have the authority to over ride any vouchers, and we need the voucher numbers. Ring ‘G’ in the morning, he created this mess, he can sort it!”

7th February

I spoke to ‘G’, and informed him about the issues of the previous evening, and he was apologetic, and said, I’m sorry I thought you were going to go to Chester. He would chase up the vouchers and ring me back. I told him, I couldn’t take his call at work, so to instead contact my husband.

‘G’ rang my husband, and again was really apologetic about the previous evening. Stated that he had personally sorted the vouchers, and they are ready.

I went back to Warrington store, and purchased my laptop, and had chance to meet with Paul, as he dealt with my business.

I have to stress, that in all of the people involved in this issue, ‘G’l, has been the most helpful of anyone we have contacted. He has done what he said he will do, and in a timely manner.


Throughout this matter we have spent countless hours on the phone, from being talked to like a complete idiot to being basically called a liar! I do not think this is any kind of customer service let alone a poor one! My legal rights have all been ignored; I have been lied to, fobbed off and basically passed about from pillar to post. Since Christmas we have spent £ 47.00 on phone calls alone to you, this is on our latest phone bill.
I would like an explanation regarding the issues raised; if necessary we will seek a subject access request to what information you have been logging on our policy, and all records manual or computerized throughout the DSI Group.
I hope that you will enter into a sincere dialogue with me about this matter and I am writing this letter to you on the assumption that you would prefer to do this than merely respond with standard letters.

You have 7 days from receiving this letter to contact me with your intentions to resolve this matter which is now a formal complaint.

I would appreciate your due diligence in this matter.

I await your rapid response.


Emailed off to them on Tuesday of this week.

Get a immediate reply off them stating..

"Case Ref: XXXXXXXXXX

Dear Sir/Madam

Thank you for your email of 12 February 2008.

This has been received by our Customer Services Team and will be dealt with shortly.

We will keep you updated on progress made and will provide a resolve within 5 working days of receipt.

Yours faithfully

Basil Keelan
Operations Manager
PC World Customer Services"

Alls fine.. or so you think..

Yesterday we get a reply to the complaint.. of

"Dear Sir / Madam,

Here at PC World Customer Services we only deal with issues regarding our own PC World Stores. Unfortunately, therefore, we are unable to comment. However, on your behalf, we have forwarded your email to Coverplan for further assistance. You can contact them directly by emailing coverplan@dixons.co.uk.

Yours faithfully

PC World Customer Services"

Not very forth coming with information, so we emailed back with this..

Dear Sir / Madam

Thank you for your recent reply to my complaint letter. Unfortunately, this complaint is 3 fold, involving PC world Stores, the PC world website, Coverplan and the Tech Guys.

I therefore request your immediate attention to the complaint regarding all the issues at hand, including, the actions of the staff at PC World (Warrington) store, PC World Customer Services, and not just passing the buck again, to another company (which is something we have come to accept with PC world et al).
I would like an explanation regarding the issues raised; also how you are going to resolve the complaint. If necessary we will seek a subject access request to what information you have been logging regarding our dealings with your company, and all records manual or computerized throughout the DSI Group, and all of your affiliates.
I hope that you will enter into a sincere dialogue with me about this matter and I am writing this letter to you on the assumption that you would prefer to do this than merely respond with standard letters.

You have 7 days from receiving this email to contact me with your intentions to resolve this matter which is now a formal complaint. Please take note, that this letter together with the ear;oer complaint, is now a Letter Before Action.

I would appreciate your due diligence in this matter.

I await your rapid response.
Within 10 mins, we get another email off them saying..

"Dear Sir / Madam,

Here at PC World Customer Services we only deal with issues regarding our own PC World Stores. Unfortunately, therefore, we are unable to comment. However, on your behalf, we have forwarded your email to Coverplan for further assistance. You can contact them directly by emailing coverplan@dixons.co.uk.

Yours faithfully

PC World Customer Services"

Do they not actually read the emails, letters sent to them?!?, Its the exact same reply, as we received yesterday!

Suffice to say, Mrs JGG, is not a happy bunny, and if she isn't then JGG gets it in the neck big style!! lol

So could anyone please shed some light as to what we can do / where we can go from here.

Any advice is greatly appreciated.

Thanks for your time, and patience, reading the epic novel

Be safe

Nige aka JGG

[jo1lygrngiant]

Add on to the above. Yesterday, when i got back home, picked the post up, and there was a card off DHL, addressed to the better half. Not knowing what was being delivered, we went to the local office, to pick up the parcel.

PC world / Tech Guys, or who ever, had only returned the laptop back to us! But not only that.. Before it went off to them, I took out the extra memory I installed in it, and left it with no memory installed (As the 256Mb that was in it after their repair last year, went in a customer's laptop).

Inside was a note, from the tech guys stating 'Ongoing. Asking for BER. BER, rejected by coverplan. Replaced memory and tested. Passed all diagnostics.'

So this morning, i contacted pc world, give them the job number as quoted on this sheet, and ask what BER stands for. To be cold, its a write off code, basically meaning the write off has been rejected. And to contact Coverplan.

Now im not going to do that.. so where do we stand now?? Both with the original complaint, which is still ongoing, also the returned laptop. Do we have to return it to them, at some later stage, when they eventually find out whats going on, or just keep quiet, and use it? (which i am intending to do on networking jobs).

So we have been paid out for the laptop. They have now sent back the laptop, apparently repaired, or so they say, but its still doing the same fault.

Thanks again

be safe
JGG

[ScarletPimpernel]

What a catalogue of errors and bad service, compounded by PC World's failure to act on your formal complaint. Have you tried Trading Standards?

Incidentally, in the military, BER means 'Beyond Economic Repair', and is used when kit is written off...

[jo1lygrngiant]

Update on this saga..

Receive a email off Coverplan customer services on 19th Feb. Stating

Dear Mrs JGG

Thank you for your email dated 15th February 2008.

The history with this email is incomplete and hence it is not clear what you would like me to do for you. Please re-send this. Once I have this I will gladly assist you further. I apologise for any inconvenience caused.

Yours sincerely,

A F
Product Support



So we replied with..



Dear Ms A F

As requested, please find enclosed, the FULL transcript, of our complaint.

I look forward to hearing from you within the prescribed timescales, as outlined in the complaint.

Kind regards

Mrs JGG


Hear nothign more off them, until 26th Feb, when they have replied with



Dear Mrs JGG

Thank you for your email dated the 22nd February 2008, regarding your claim.

Having read the correspondence you have enclosed, I would like to apologise for the prolonged nature of your enquiries. I am very concerned to learn of the problems you have encountered with regards to your claim. Please be assured complaints such as this do not reflect the standards we strive to achieve and note this matter was not dealt with in a more effective, customer friendly manner. Your comments will be internally investigated, and further training will be implemented if necessary. This will enable us to take positive steps to ensure an incident such as this does not happen again. I hope that in the future we might have the opportunity to offer you the standards of service that you would expect.

I note the cost of the phone calls you have made. In order for me to consider a refund for your call charges please provide a copy of your telephone bill highlighting the calls made. This can be sent by fax 0870 600 1770, or via post,

Product Support
PO Box 1686
Nunnery Square
Sheffield
S2 5YB.

Please mark your correspondence for my attention so I can deal with this matter as soon as possible.

Yours sincerely,

C G
Product Support



Does this sound like a white wash to you?? As it does to me, they have completely disregarded everything in the complaint letter, and will launch a internal investigation, and may implement further training if deemed necessary!


Any ideas as to how we could reply to this please..



Ps thanks Scarlet for your reply. We have thought about TS, but were going to wait until they had chance to reply to the complaint before involving them. Now we're of the opinion of getting them involved straight away, also contact their MD, and send him a copy of all the correspondance we have received. Woudl you say this is a good thing.. or leave it for the moment..


Thanks again
be safe
Nige aka JGG

[ForestChav]

Well, it isn't clear what you want them to do? Do you want them to repair it, replace it or give you a pro rata refund?

Your communication just says "what you are going to do to resolve the matter", which could be what they've done, if the machine is working.

Ask them directly to replace the machine, or something. But you lose the legal entitlement to a full refund once you are deemed to have "accepted" the goods, it is fine to deduct some off the purchase price to account for use of the goods.