Currys PC World

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Gila's complaint against Currys PC World

Gila Archer

03/12/2015

[RESPONDED] Inadequate service, missold products, untrained technicians

Complaint against Currys PC World

On Sunday 22nd November I went into Chesterfield PCWorld Currys store to purchase 2 computers with microsoft office, antivirus and backup facility and a printer for our business. We had already identified which computers we wanted online but we wanted to ask about the home network support service offered through Knowhow (described on the website). The assistant I asked for help told me the two computers we wanted were out of stock in store and at the warehouse and there were none in any other stores and he couldn’t say when they would be in. So we opted for a similar computer which was £50 more. The assistant could not answer our questions about the network service and what it involved. He rang Knowhow and after holding for 17minutes got through to someone who put him through to the technical department. He held again for another 15minutes. The man who answered was very rude and said he couldn’t help. We only wanted to know if they could network the two computers and if they could come out a weekend and the cost. After then speaking to a manager in store he said it was £70 for an advanced network service. But couldn’t tell us what it involved or when they could do it. The assistant rang Knowhow again and after holding this time for 23minutes managed to find the answers. So we went ahead and decided to purchase 2 computers, one printer, 2 microsoft office, 2 antivirus, 2 cloud backup and 1 home advanced network support which was booked for Sunday 29th November. We also paid for both computers to be set up in store for us with office, antivirus and a printer. By Thursday 26th November I hadn’t hear from the store so I rang at 1pm and after holding for 25minutes I was put through to the Chesterfield store and spoke with one of the managers. He said he didn’t think the computers had arrived in store yet (they were in the warehouse) but he would check and call me back that afternoon. By 2.30pm I hadn’t heard so rang again and after holding for 18minutes I was told the store were not picking up and the extension lines were engaged. But they would send an email to ask someone to please ring me asap. All I wanted to find out was if the computers were or would be ready by Sunday 29th November for the network support. Not a difficult question but I was starting to lose my trust and faith in the customer service. By 5.30pm I still hadn’t been called back. So rang again holding for 28minutes and again was told they couldn’t connect or get through to the store but an urgent message would be sent for someone to call me. By 7pm I still hadn’t heard, my husband was still at work so I had to organise childcare so I could go down to the store in person. Very inconvenient but it seemed this was the only way to get an answer to my question. In store I found two colleagues talking. I asked to speak to the manager to be told he had gone home. So I asked who was in charge. I was told the man I was talking to was. But before I even had a chance to explain why I was there he said quite abruptly that he wouldn’t be able to see me tonight because he had a list of other people to see and showed me his clip board. So I went to customer services and met the only helpful person I’ve come across. I explained and she went into the back and told me that the computers were there and they would be set up by Saturday. She would ring me when they were ready. Which she did on Friday afternoon. Why did this take me all day, several long phone calls and a trip to the store with someone else looking after my children in order to find out that answer? This is very poor service and unacceptable. I picked the computers up ready for the network support on Sunday. Sunday 29th November the technicians arrived, looked at the computers and said they had never seen anything like it and were not trained to set up networks. They had only been given 60minutes to do the job which would take a higher level technician 5-6hours. They were not even able to just set up the computers and printers. They said a higher level technician would need to be booked for the following Sunday. This they did. We had paid for the advanced network support and so why had not sufficiently trained technicians been sent to the job? They appeared uninterested and really not bothered about helping. As we were now left in a situation with no computers for the business on Monday morning I set about myself setting the computers up and did this successfully (even though the printer driver hadn’t been installed as promised) in about 3 hours. The rebooked network support was then cancelled and we were refunded for the service when I went into store again, because the hold time to get through on the phone was ridiculous. I then called to make a complaint regarding the poor service I had experienced and was offered a £20 gift voucher which I turned down as I find this quite frankly insulting. This goes no way to cover the cost, time and inconvenience of the numerous phone calls, childcare cover and trips into store. On 2nd December I then receive an unexpected phone call from Knowhow saying that they couldn’t do the network support visit this coming Sunday as this is not a service they offer and I shouldn’t have been sold it in store. Unfortunately by now it doesn’t surprise me, however, firstly this visit had already been cancelled and secondly why had we been sold the advanced network support service for £70 (also described on the website) if this is a service you don’t offer. I was told on this phone call that none of the technicians are trained to set up networks for a business. This is where perhaps some confusion lies. How different is setting up a network at home to setting up a network for a business when the business is 2 computers and is run from our home? It only comprises of our own documents, pictures etc much the same as the content of a home computer. Surely if technicians are able to set it up at home I cannot see why it cannot be offered for a business. However it still remains that the sales assistants in store are unaware of any of this, because they couldn’t answer my initial questions about the service I’d seen on the website and when phoning Knowhow, and the work described, that the Advanced network support service was offered, booked and paid for. We were misled, missold and poorly advised which at the moment has cost US time and money. I think from my experience it is apparent that there are a number of issues that need addressing with how PCWorld is run, the service you provide, and the training of the employees. I would hope that on reading this you too would be disappointed with the experience I’ve had as a customer of PC World and you would provide us with compensation that reflects this inadequate service.

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Currys PC World has responded

  • Comments (8)

TEAM KNOWHOW | | VERIFIED

I was disappointed to learn that my colleagues in Chesterfield were unable to offer the required support and help. Our 'In home advanced service network' is a service that we offer throughout the country so I'd like to know who contacted you to cancel the booking. If I could kindly ask you to forward your address and receipt details onto me i'd like to investigate the points that you have raised. Once in receipt of the requested information i'll be better placed to offer a specific response.

Gila Archer | | VERIFIED

Receipt number is 206678. All my details will be on the system.

TEAM KNOWHOW | | VERIFIED

Hi Gila, I need the address details to locate your purchase. Please respond with the required info plus the date of purchase and branch number. Please also include your phone number. If you wish not to put it on here you can email a copy of this full conversation to [email protected]

TEAM KNOWHOW | | VERIFIED

I was disappointed to learn that my colleagues in Chesterfield were unable to offer the required support and help. Our 'In home advanced service network' is a service that we offer throughout the country so I'd like to know who contacted you to cancel the booking. If I could kindly ask you to forward your address and receipt details onto me i'd like to investigate the points that you have raised. Once in receipt of the requested information i'll be better placed to offer a specific response.

TEAM KNOWHOW | | VERIFIED

I was disappointed to learn that my colleagues in Chesterfield were unable to offer the required support and help. Our 'In home advanced service network' is a service that we offer throughout the country so I'd like to know who contacted you to cancel the booking. If I could kindly ask you to forward your address and receipt details onto me i'd like to investigate the points that you have raised. Once in receipt of the requested information i'll be better placed to offer a specific response.

TEAM KNOWHOW | | VERIFIED

I was disappointed to learn that my colleagues in Chesterfield were unable to offer the required support and help. Our 'In home advanced service network' is a service that we offer throughout the country so I'd like to know who contacted you to cancel the booking. If I could kindly ask you to forward your address and receipt details onto me i'd like to investigate the points that you have raised. Once in receipt of the requested information i'll be better placed to offer a specific response.

TEAM KNOWHOW | | VERIFIED

I was disappointed to learn that my colleagues in Chesterfield were unable to offer the required support and help. Our 'In home advanced service network' is a service that we offer throughout the country so I'd like to know who contacted you to cancel the booking. If I could kindly ask you to forward your address and receipt details onto me i'd like to investigate the points that you have raised. Once in receipt of the requested information i'll be better placed to offer a specific response.

TEAM KNOWHOW | | VERIFIED

I was disappointed to learn that my colleagues in Chesterfield were unable to offer the required support and help. Our 'In home advanced service network' is a service that we offer throughout the country so I'd like to know who contacted you to cancel the booking. If I could kindly ask you to forward your address and receipt details onto me i'd like to investigate the points that you have raised. Once in receipt of the requested information i'll be better placed to offer a specific response.
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