KnowHow - Help with worst service ever

[LOSTCrumpus]

I wanted to do a thread about my poor experience with KnowHow.

I havent done a thread like this before but will give all the possible details I remember

as this as my issue has been going on for many months now.

Sorry the post is so long I just want to get as much detail in it as I can remember.

 

Back in July 2013 my desktop started to make a very strange noise

like it was constantly trying to turn on when it was already on.

 

The issue started to slowly get worse to the point where it would freeze for ages

and then suddenly go the blue screen of death and reboot back up like nothing had happened.

 

In late September I decided to take my Acas computer to Knowhow for repair and to finally get this issue sorted.

They took the PC with no fuss and I paid there £50 deposit for the repair

and was told I'd be called if the desktop would need more parts and that I'd need to pay for them over the phone.

 

After about 2/3 weeks my desktop was returned to the store and I was so happy at the speed of the repair.

During its time away I did call then up for a status on the repair

and was no hassle contacting them and being told it's return date.

 

When I got home and started the Asus up and it was still making the same noises it

and still had the same issues it did before I sent it off.

 

I called them up a few times asking why the issue was still there

and they told me it had passed their "tests" at the repair centre

and was fine to be returned.

 

I did email them about getting my money back as couldn't believe they had returned an item

that was repaired but I was told I wouldn't get that deposit back.

I decided I couldn't be bothered to go back to them and sort the issue out.

 

In early December the PC was getting ridiculous and worse than ever.

I decided to take the computer back to Knowhow and get the issue fixed before my three month guarantee ran out.

Luckily it was still in it so I sent it back for repair and that's when the worst costumer experience of my life began.

 

The computer took ages just to arrive at the repair centre.

After they had looked at it and decided what it needed they tried to call me for additional costs for the repair.

 

They left me a message and told me to contact them as soon as possible

which became a huge effort and didn't really work.

 

Five days later on December 24th they called me to say the hard drive had been fitted

and they were just awaiting the payment for the repair before they would send it back.

 

I asked them to call me on the Saturday (Dec 28th) to pay for the repair and they agreed.

 

I didn't hear anything from them that day so

 

I phoned up on Sunday asking why they hadn't called

and was told I had said I would go back into my local store to pay for the repair (which I didn't agree too)

 

they said they'd call me back Tuesday (Dec 31st) for me to pay for the rapid which they actually did.

I paid the repair and was told of a date it would be back in store. (About 5 days later)

 

Ten days had past and I hadn't heard anything on the progress.

I called them up asking where my desktop was and was told it still hasn't been sent out.

They told me another date it would be returned so I waited until then and still nothing.

 

I called up once again and was told it still hadn't been dispatched.

This happened about three times in total.

 

After that Oxfordshire was suddenly it with bad flooding and many road closures

and I was waiting for the lorry to go to my local store in Botley.

 

I called the actually store up asking if they would even get their deliveries and was told no.

They said the PC has most likely gone back to a depot to wait for roads to open and come to the store.

I was so fed up of waiting I decided to change the location of the store my PC was going to be returned to.

 

I phoned KnowHow asking if it was possible to switch the destination of my return and they said it was no problem.

I asked them to return it to the Witney store and all seemed good with a delivery date given.

 

After a while of waiting I phoned them up again and was told they weren't sure if the item had been returned to the store.

I decided to go to the store and was told it wasn't returned to the store and that they weren't even expecting it.

I thought this seemed very odd and give them another call.

I was told that the item still hadn't left any sort of depot and that the desktop

was actually put down to be returned to the Oxford cite centre store!

 

I couldn't believe the idiots had made such a stupid error but even this error was making it leave a depot any time sooner.

I was told that change in destination of product could take any extra five days

but I've been waiting so much longer than that.

 

I told them sending it to the city centre store was fine I just wanted to know when it would be back.

I was told it was actually at a depot somewhere near Lincoln which pleased me and I thought it was finally coming back.

 

After about another week and a half of phone calls to Knowhow

and trips to the store asking if my PC had been returned I was told it still hadn't left the depot.

I couldn't believe what was happening and that it still hadn't been returned.

 

I gave them another call and asked what was going on.

They told me that the PC was now at a depot in Aylesbury and would be at the store within the week.

 

another week pasted with more phone calls and store visits and still nothing.

That was the last straw.

 

I got on the phone and shouted and swore at the employee who took my call.

I have never done this ever but couldn't believe how I was being treated

and that no one for about four weeks actually knew where the hell my computer was.

 

Luckily they didn't hang up on me but was told they would put an investigation into the whereabouts of the PC.

They said this could take three days but they called me a day later leaving two voicemails.

One about contacting the stores and no one had it and that they were locating it in depots.

The second voicemail five hours later told me that they had located it

and that they had double checked it was it and that it would be in the store this Tuesday (Jan 28th)

 

If the PC still isn't back by Tuesday I want to know what type of legal action I can take against them.

I've not done this before and don't know where to start with it.

Thank you so much if you read this essay and give me advice, I just wanted to get everything out that happened.

 

I also want to point out that when reading this the time periods may seem a bit more than they were.

But I will say I called them twice (sometimes three times) a week every Tuesday and Thursday

for updates on my computer over January

and they were the most unhelpful costumer service team I've ever come across.

[Conniff]

Welcome to the forum. If that is your real name, I suggest you click on the black triangle at the bottom of your post and ask for your user name to be changed and what you would like it changed to ?

 

A nice post, clear and concise. I will await your answer to the above before posting any more.

[Conniff]

Tuesday has come and gone, have you got your computer back ??

[LOSTCrumpus]

Yes finally. The ****ers. Never using them again.