Beware, spent £480 on a laptop - in box was a £329 laptop

[suzyalan]

Hi all, I recently purchased a laptop from PC world. It was an Acer AS5532 at £479.99. When we got home I discovered inside the box was an Acer laptop of a lower spec. A babysitter later and a 45 minute car ride back to the store I discovered on the shelf the identical laptop that was in my box FOR £329.99. It was I believe an Acer A5332, grey keyboard, no webcam were main aesthetic differences.

 

The "manager" Oliver of the Oldham store at first refused to see us, and refused eye contact. Then he did come out and was SO rude. Addressing my as "love". I said that I wondered how many innocent people had the cheap laptop by mistake and had paid £479.99. His answer "I dont care love".

 

My husband and I were furious. He offered £10 goodwill gesture if we swapped it and admitted that we had uncovered a flaw in the PC World system. We said £10 is an insult, I rather have a full refund.

 

I wrote to Keith Jones of dsg, and got a pathetic reply from one of his customer service minions.

 

Its a complete disgrace and I will never shop at PC World again. Beware people. Check what is in the box before you leave the store!!

 

If anyone could publicize this further I have all the documentation and sent letters by registered post.

[Renzokuken]

Hi all, I recently purchased a laptop from PC world. It was an Acer AS5532 at £479.99. When we got home I discovered inside the box was an Acer laptop of a lower spec. A babysitter later and a 45 minute car ride back to the store I discovered on the shelf the identical laptop that was in my box FOR £329.99. It was I believe an Acer A5332, grey keyboard, no webcam were main aesthetic differences.

 

The "manager" Oliver of the Oldham store at first refused to see us, and refused eye contact. Then he did come out and was SO rude. Addressing my as "love". I said that I wondered how many innocent people had the cheap laptop by mistake and had paid £479.99. His answer "I dont care love".

 

My husband and I were furious. He offered £10 goodwill gesture if we swapped it and admitted that we had uncovered a flaw in the PC World system. We said £10 is an insult, I rather have a full refund.

 

I wrote to Keith Jones of dsg, and got a pathetic reply from one of his customer service minions.

 

Its a complete disgrace and I will never shop at PC World again. Beware people. Check what is in the box before you leave the store!!

 

If anyone could publicize this further I have all the documentation and sent letters by registered post.

 

I can't stress enough how much I despise topics like this. Yes, the manager was way in the wrong and had no reason to act like a child.

 

But did you ever consider that it may well have been a genuine mistake? Considering all laptop boxes are sealed with security tape at the factory, it would be impossible for PCWorld, or anyone outside of Acer for that matter to swap the laptops. I'm assuming that nobody is stupid enough to take a non-display item with a broken security seal.

 

As for the goodwill money, managers can't take as much in goodwill expenses from the tills as they could six months ago, now it's limited to £10 or less depending on the area. This restriction is put in place by software on the tills, so it's really not his call despite what a fool he was acting.

 

To be honest, if he was following the DSG handbook to the letter, you'd have got an exchange/refund and been told to put a complaint in writing to head-office for any expenses/goodwill.

Edited March 24, 2010 by Renzokuken

[suzyalan]

Renzokuken,

Lets remember here, we were highly inconvenienced. We accept it was a system error. A system error that we uncovered. We wanted to exchange quickly and leave the store. However the arrogant idiotic store manager had other ideas. He would rather ignore customers, then insult them, verbally and by his actions. The guy has no social skills whatsoever. The 6 or 7 members of staff who witnessed the discussion with baby Oliver, I am sure found this situation highly embarrassing. If the minion who replied to me (by way of a photocopied letter) had asked any member of staff who was working at the time they would have heard a different story. Andy on the customer service desk had more professionalism and people skills in his little finger than Oliver. Andy even apologised to us as we left the store.

 

I am extremely familiar with DSG as I used to supply about 35 pages of products to Business Direct.

 

I now run my own company and having to finish early to sort this mess out, and be insulted for doing so is disgusting.

 

I hope now, Renzokuken, you will see why I am so disgusted. I do not enjoy having my time wasted to sort out others' mess for nothing but insults.

[chris-t-2k7]

Why did you ask to see the manager in the first place, the customer service desk could of probably dealt with your issue within a couple of minutes.

 

It will of been a mistake, as Renzokuken said they're security sealed you should of checked the seal.

[suzyalan]

Yes - IT WAS A MISTAKE - we uncovered the flaw of PC Worlds system.

 

My problem really was the way in which we were dealt with. We were there for about an hour with Customer Services, whilst they tried to locate another the correct model before we discovered the flaw.

 

My problem in the main is that my husband and I were highly inconvenienced, and despite the mistake we would have been happy to find a solution, However the manager was the only person who could call a decision on this. Due to the inconvenience, and the blanking from him previously, then been referred to as "love" in a derogatory tone and stating that "I DO NOT CARE, LOVE" when asked how many other people had been ripped off, and finally offering a tenner, I am disgusted.

 

His staff witnessed the scene and were embarrassed but professional and apologised on his behalf.

 

As I have stated I run my own company and should a client of mine have gone to so much trouble in such a patient manner then I would have been thankful, apologetic, and make sure that the client knew as a company we are concerned and will ensure that customers are traced and refunded.

 

I think you lot are missing my point. As a business woman I understand business and like to find a solution rather than insult customers.

[Renzokuken]

Yes - IT WAS A MISTAKE - we uncovered the flaw of PC Worlds system.

 

My problem really was the way in which we were dealt with. We were there for about an hour with Customer Services, whilst they tried to locate another the correct model before we discovered the flaw.

 

My problem in the main is that my husband and I were highly inconvenienced, and despite the mistake we would have been happy to find a solution, However the manager was the only person who could call a decision on this. Due to the inconvenience, and the blanking from him previously, then been referred to as "love" in a derogatory tone and stating that "I DO NOT CARE, LOVE" when asked how many other people had been ripped off, and finally offering a tenner, I am disgusted.

 

His staff witnessed the scene and were embarrassed but professional and apologised on his behalf.

 

As I have stated I run my own company and should a client of mine have gone to so much trouble in such a patient manner then I would have been thankful, apologetic, and make sure that the client knew as a company we are concerned and will ensure that customers are traced and refunded.

 

I think you lot are missing my point. As a business woman I understand business and like to find a solution rather than insult customers.

 

Would you care to elaborate on this pcworld flaw you uncovered and keep crediting yourself for, because as far as I can see the only flaws here are either acer packaging the wrong laptop in the wrong box. Or you failing to check a security seal?

 

I'm not defending the manager or the way he spoke to you, and had my manager done the same thing I'd have had a word and told him I thaught his attitude wasn't appropriate. I strongly dislike it though, when people automaticaly blame the retailer for situations which are clearly out of their control. And coming on here in and asking us to help you "publicize" this has really only drawn attention to the fact that it's almost impossible for them to switch out laptops without your prior knowledge.

[suzyalan]

I jolly well will elaborate!

 

The laptop I asked for was an ACER AS5532 £479.99

The laptop box was labelled as an ACER 5532

The barcode (YES WHICH I NOTICED!! ) reverted the product on the PC World system back to a £329.99 5532

The laptop inside the box was a 5332 £329.99

 

I don't know about you, but I feel that it is their duty to now contact all customers who purchased the higher spec model at £479.99 but actually got the 5332 £329.99 lower spec model in the box.

 

That my friend is the flaw.

 

I do not keep crediting myself. I am stating a fact. Their mistake became my problem. Once this had been identified Andy and another chap who were helping immediately tried to get the manager involved. But he dismissed them and us.

 

We would have simply swapped this for a similar model (but we needed the built in video camera). However it was £30 or so more expensive. We were quite happy to simply put this down to a mistake, swap the machine and leave the store, with relations in good tact.

 

So my dear, we are not simply attacking the retailer - where our businesses have shopped for years - however when the manager who represents the store is so rude and nonchalant about others who may be in the same unfortunate situation, I become a disgruntled customer.

 

He also referred to my husband as "him, your boyfriend partner or whatever he is". Seemed like an uneducated person who had had a personality bypass

[suzyalan]

On reviewing this thread I will say that I am sorry I did not explain the actual product/packaging issue in detail from the start.