Knowhow reviews

Knowhow reviews

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very very very poor customer service and repairs

My tv has been back and forth for the past 5 weeks, when it last came back there was a big deep scratch on top of the tv, I sent it back and requested a write off but was declined because it didn't affect the working of the tv. I paid for the tv and also paid for whatever happens care plan and expected more, it was a scratch that was caused by knowhow, im very very disappointed in their customer service and repairs.
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KNOWHOW - know nowt

I ordered on 16th January 2014 by credit card an Apple computer and the money was deducted from my account by PC World. My ID was verified by a lady who phoned to make sure I was who I said I was and that I would be at home the following Thursday to receive the high value item. I received an email (9th Jan) that acknowledged/confirmed the order and the expected delivery date as Thursday. I stayed at home. No delivery Thursday or Friday. I phone and email at least six times without a response.
I receive an email questionnaire (24th Jan) asking whether I am satisfied with the service and the product. I get worried but have purchased using VISA so I feel comfortable about a refund if necessary.
Finally, I receive an email from PC World 25th Jan to say order cancelled and then, remarkably, on 27th Jan that a refund has been issued.
I am not satisfied as I needed the computer. So ...
I complain. KNOWHOW are on the scene and make several completely fallacious denials and claims about phone calls ("unable to contact you" - what rubbish they never tried!) and emails (never sent) that they claim to have sent to warn me and ask if I want to change the order. (I have full records of all my incoming and outgoing phone calls on mobile and land line - they definitely did not contact me.) NO APOLOGY for the failures/untruths of PC W/WEKNOWNOTHING & Co.just weasley replies that play hugely with the truth.
Conclusion: I shall not grace their website again and I recommend, for sanity, that nobody else does either.
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Couldn't Fault Them

I signed up for the Whatever Happens care service via PC World when I bought my Macbook 2 years ago. One day when my Mac failed to switch on, the first thing I done was search for reviews on how reliable this repair service was likely to be.

Of course, I contacted them expecting the worst, as the sheer amount of reviews online where dampening my optimism that this service had been worth the money.

However, I couldn't fault the service from start to finish. My Macbook was picked up from my local PC World store and taken to the repair centre. It turned out it was an issue with the drive and a full re-install had to be done. Take note that I was contacted several times to let me know which part needed replaced and when it would be in stock. The staff on the phone were very friendly. They also replaced the keyboard and top cover of my macbook due to some liquid damage i was note aware of that had leaked in and affected the software. The software re-install also provided me with a more up to date operating system free of charge!

To sum up, my Mac was returned to my local PC World store just over 1 week after pick up and I was txted the very same day to notify me of this, as well as receiving a call from PC World.

Now thats service. I can only comment on my own experience, but when I think about how expensive it would be, just to get a replacement on my keyboard through any external repair centre or via Apple, I can't help but appreciate how valuable this service has been to me already.
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Never get knowhow service

Took it when I bought my laptop. To be fair I am glad I got it as I had my laptop repaired like 2 times in a year, I wish I hadn't. It takes too long for them to pick the laptop up from currys and deliver it when it is repaired. They do the job but don't do it right. my laptop housing got replaced in the first repair. Screw marks everywhere where they used to open the laptop housing. It wasn't that bad because you can't see it until you look for it. ( I researched a bit to fix it myself, but after looking found out they have used wrong part to repair. So, I have to buy original screen and replace it).

Last repair, they had to replace my broken screen. They did it but took 2 weeks for them to pick it up and deliver. After I picked it up and used it. I noticed the laptop brightness didn't work. It took me quite a while to get used it because the laptop brightness is at maximum. I was going to send it back but it takes 2 weeks and I had alot of work to do. So, didn't want to send it back.

Few days ago I noticed hdmi port doesn't work. So, I can't connect my laptop to my TV.

Thanks for a really good experience KnowHow.
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Utterly poor customer Service.

I went to Curry's knowhow to get my Asus laptop repaired, and guess what. A whole load of sucker-punch was blown on me! The Know how representative started talking to me in an extremely rude manner, just as well as that I had to spend a whole time of 2 and a half hours in the shop just to talk to the staff in order to get my laptop repaired. Half the time they started arguing with me that I have to pay a sum of £50 for a problem which they themselves have no clue of.

As a student I really needed my laptop and Know how had taken my laptop in for about 4 weeks, in which they had claimed that they had sent the laptop to the manufacturer to diagnose. As I was tired of running back and forth to the Currys shop, I had decided to call up the know how customer service headquarters. Now this was the utmost pompous and rude manner that know how staff had talked to me; after an hours wait on the phone I was told sarcastically that quote on quote, " If I were you I would have gone to the store by now to check". This really grinded my gears, however I came up to the decision that I might as well go on to another mystical journey and find out where in this possible hell of a world my laptop was!

And so my journey ended on the desk of Know How where I showed my receipt for about the 6th time. I then was told that my laptop was still at the manufacturers and I would get it in a short time. Heck! I did get my laptop back in good working condition, however the gut load of crap that was thrown on me was extremely horrible.

Oh one more thing, if anyones reading this to find out about the customer service in currys as they are planning to buy a product from there, PLEASE for the love of god don't, DON'T get a product from there. I highly recommend that you go to stores such as Argos. Argos staff know how to talk to customers, just as well as treat.
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Good service

Knowhow delivered my new washing m/c on the date and within the slotted time as per the communication.
They removed the old one and installed the new one without fuss or problems, so overall
a decent service
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bad repair

I bought a Toshiba U920 laptop 3 months again, last month, there was problem with the screen so I sent it back for repair, they took almost 4 weeks to fix it (they claimed they were waiting for pairs), after I home got my laptop back and returned home, I realised that the touch screen was not working, so I have to went back to the store and sent it back for repair again.

It was "fixed" after a week and I learnt my lesson, I stayed in the store and test all functions in my laptop but having found that the webcam was not working! because it fell out of place during repair, so I have to send it back for the 3rd time.

I had only used it for 2 months and it is away from me for more than 1 month!
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Rubish.

I got my daughter a laptop for xmas and got 'cover' with knowhow . accidently droped it and the screen broke and we sent it in for 1 week . 2 WEEKS after we got it back but the frame was badly done. we took it in again and said it would take 1 week but got it in ... 2 months?! were planning to buy a laptop from somewhere else and wont be trusting this company EVER AGAIN.
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no rating at all? I had to colour 1 star :(

I don't think they know how to talk to customers. They need to train their ill-mannered call centre people to behave. We don't pay warranty money to get their attitude.
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They need investigating!

Someone on here recently gave this scum a positive review - apparently they offered a discount because they delivered a cooker that was scratched and when he refused he was offered a no quibble exchange - he thought they were great! My reply to this person is: You lucky, lucky man - this scum did everything possible not to honour our right of refund or exchange when they dumped a faulty cooker in our kitchen and scarpered! We had to fight tooth and nail to get our basic consumer rights. Never will I ever trust currys/knowhow scumbags again - they left me and my sick and disabled partner with nothing to cook on. I hope they rot in hell.
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Knowhow Cloud totally useless

I bought Knowhow Cloud soft ware from Curries sometime ago now. Recently I have been experiencing troubles with the up load in so far as it is not up loading and when the soft ware is operating it slows everything to an almost standstill on my Mac. I have been in touch with Knowhow technical support and they are unable to provide any solution to what they call an issue that is the responsibility of Livedrive, the company they bought the programme from. I suggested that as I was not receiving a service then I should receive some sort of extension of my subscription time when the service is back to working properly as compensation for the period when I am not receiving the service. This suggestion went down like a lead balloon. The only thing that was offered was a vague promise that it is being worked on at the moment but none had any idea of when the service would be working properly and I would be notified. Apart from that one of the two agents that I spoke to was extremely unhelpful and in the the circumstances treated me as if I was being unreasonable to expect to receive a service that I had paid for as it wasn't his fault!!!!! or Knowhow !!!! I think I must seriously consider closing the account and asking for my money back as they are obviously not up to the job of providing the service they are advertising.
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Really Bad

My washing machine was not draining properly. Called Know how, and they broke the machine.
Then called them out again, they fixed one problem but broke the filter - my whole kitchen was flooded!
It's now been two weeks and still not fixed.
Customer services are rude and do not keep you updated. Complaints department will not let me speak to a manager!
Apparently it's my fault because it clearly states in the contract that Know How have 21 days to fix my washing machine! So they expect me not to wash my clothes for 21 days!!!
Please do not use! Once this has been sorted I am cancelling my contract with them immediately.
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I will Never use knowhow ever again... Disgusted

Just to keep the story short and simple , I have ordered several items from them , including fridge freezer , oven , washing machine, cooker and dishwasher , first they charge me for installing and showing me how to do it as part of installation, turns out to be the engineer turns out to be don't know themselves how to use products and referring gem to Manual , just dump the stuff and leave , the dishwasher was damaged three times and each time had to rebook delivery which took ages took 4 days off work as each time I hoped it will be fine and then on three occasion on top they told me they will be here on certain dates but none arrived , I am so fed up and regret my choice to use know how but now I will never use any of their services ever again , v un professional , v unfriendly and don't give a damn about customer services , keep telling me will be here that date then not arriving the exchanged item and they so far done this to me 4 times so far, I have already complained and emailed them as well , I will advice anyone not to use their knowhow a terrible unprofessional crooks service ..once I called on a Saturday and first guy answered the phone and hanged over me even though I was just starting to explain about the issue , I had almost a week of work because they keep telling me they will come on that day and never turned up again and agian and again.
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underhanded customer service force you to use paid phone number to fix their problem.

dont buy from any KnowHow supported company, its fine until something breaks then they are very poor.

trying to get my new washing machine repaired and they refuse to arrange a visit via email insisting that i have to phone their paid phone number...

given only two weeks ago they arranged collection of a cooker over email... this is bullshit in this day to have to use the phone at all... especially when you dont need interaction over something like a repair... you need a bod to come and sort it out.

this sort of poor service comes from the executives at the top, i feel sorry for those tools they employ... i only hope some of them muster some courage and leave that shitty company... i wouldn't be too upset if their ceo guy got hit buy a bus either.
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Aftercare service complete sh1t mr James

Staff attitudes and level of customer care crap.
Bought a tumble dryer 18 months ago.
Purchased 3 yr extended hassle free warranty!
Tumble dryer broke down - heating element. Had to wait 7 days for 1st availabe appointment from don'tKNOWHOW.
Appointment was booked for Saturday all day appointment (which i was fine with waiting in the house for). Night before Friday 11pm receive a text message stating that a technician (i'm not stating here Engineers as every man and their dog in the UK calls themselves Engineers when they are not qualified to do so - Chartered Engineers) would be arriving between 11am - 3pm. Still fine with this.
Saturday morning 10am i nip around to a neighbours.
10:09am i arrive back home to find a card on my door "don'tKNOWHOW missed you". with the time of 10:06am written on the card. So i immediately ring the number on the card which turns out to be a call center. Stated what happened in that the technician was meant to arrive between 11am and 3pm and he arrived at 10:09am and i was in a neighbours so missed him.
Call center girl: ok i'll try to contact the technician.
Puts me on hold... Hello the don'tKNOWHOW technician says he is TOO FAR AWAY FROM YOUR HOUSE to call back! I mean like in 3 minutes they guy said he was now in Bangor which is 30 miles away.
So she them went on to say this Job will need to be rebooked. I stated well i have taken time of work so it will need to be today. Response sorry we will not be able to do that.
So at that point I dropped the phone, drove down to Currys/ don'tKNOWHOW TO TALK to a local manager.
Walked into Currys over to the Customer Service Desk. 6 Staff laughing and joking hanging/ loitering about - instead of coming over and serviing customers - whats that all about? Finally someone came over same story he though called the call centre - we cant do anything about it the guy is too far away and will not be able to call back today. I said well he couldnt have been too far away when i call initially as i had missed him by 3 minutes.
Reponse you should have been in the house for him calling.. I stated the window i was given was initailly all day then refined to 11am -3pm. Response Its an estimate. At this point I totally lost it and stated that don'tKNOWHOW should not be send customers TXT messages at 11PM at night detailing they will be calling between 11am and 3pm the next day if they call at 10:06am! just dont do it's bad policy. I would have been in the house if they hadn't have sent me the stupid text message... So to cut a long story short. IF I COULD GIVE ZERTO STARS HERE I WOULD BUT SADLY I HAVE TO GIVE 1.
I seem to remember times when i worked in the utilities and the guys would try and get to a job early so the person wouldn't be in so they could "CARD the cutomer". This means the guy has one less or more jobs to do that day and can get home early - too bad for the customer. IN SUMMARY I WILL NOT BE SHOPPING AT CURRYS, DIXONS, PCWORLD OR ANY DSG RETAIL OUTLETS MR SEBASTIAN JAMES IT REALLY IS ABOUT TIME YOU GOT YOUR ACT TOGETHER AS A COMPANY. YOU WERE IN CHARGE OF CURRYS TRANSFORMATION! BOY YOU HAVE TRANSFORMED IT ALRIGHT - STILL THE SAME OLD COMPANY I GREW UP WITH- WITH BAD ATTITUDE TO CUSTOMERS AND CUSTOMER SERVICE -
HOW ABOUT GOING UNDERCOVER AND FINDING OUT ABOUT HOW YOUR COMPANY IS WORKING?? IT'S DEFINATELY NOT CUSTOMER-SERVICE FOCUSED THATS FOR SURE. MAYBE ON YOUR SALARY of £1.1M you don't care about cutomers but then again only for us purchasing goods and extended warranties you would not have a job! Some public information from Businessweek Sebastian James 2012-Present: Group Chief Executive and Director
Dixons Retail plc Total Annual Compensation £1,172,000
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I was worried...but I shouldn't have been

We received good service from the off...except for the minor niggle of the delivery team not unpacking the cooker we ordered...It meant we unpacked it..and then unfortunately there was some scratches.I phoned..and received a satisfactoty response..and was offed an intial discount.We thought about whether we could live with the scratches..and decided that we couldn't.We contacted them again,and was told to expect an email confirming delivery.I was abit dismayed when I got the email...it was confirming delivery would be in six days.I was not really happy..because feeding a family for 7 days without a cooker was going to not be easyI contacted them on the thursday early evening..and politely asked if anything could be done...It arrived on the Friday morning.It got unpacked and checked, by two friendly lads....and I am very happy....
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Worst I have ever dealt with

The only service the customer service department offer is shocking. I was on the phone one day for over 1 hour being passed about from pillar to post. Being given a different story from every person I spoke to I eventually spoke to manager in customer services who was just as incompetent and told me hoover were not sitting about waiting on my call!!!!! When I questioned whether that was the way a manager should speak to a member of the public he said I was being disrespectfull and hung up. I have never experienced anything like it. I had been trying to say not to have an engineer come out befor 9 am as I would be doing the school run and did not them to waste there time. Hoover were clearly over stretched when I had had to wait for a n engineer for over a week. Know how are not interested and constantly quote have you read you T&C, we have 21 days to get back to you to fix your machine. I have three children so being without a washing machine and no information as to when my machine can be fixed is a nightmare. Don't waste your money buying the product
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poor customer services delivering driver

i had a delivering today it was really unprofessionally from them they rang half hour before i could arrange for someone to come the studio. they rang me again they had the address when they need to drop the fridge instead dropped to someone else. i told them we opened at 10 the driver was very rude
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Fraudsters.

I bought a laptop in 2010 for £350. Been paying £7.99 a month(i have now paid more in insurance than what my laptop was worth when i bought it) until in Jan 14 my laptop fell down my wooden stairs and into a wall. Screen broke and had some other damage as well. Took it to a currys shop, they took a week to send it and then it took another week for me to find out that my claim was being rejected because of "excessive" damage and they will return my laptop with a letter explaining the reasons and want more information as to how the damage happened. i already told the shop assistant everything when i gave it in shop to be repaired. When i bough the policy, they told me it covers EVERYTHING, and i mean EVERYTHING. the only thing it doesent cover was malicious damage. Who decides that the damage is "excessive". Something that might be excessive for me doesnt have to be excessive for anyone else?!?.. Basically they are accusing me of damaging my laptop deliberately. i am fuming. i am a management accountant and i have been accused of damaging my own laptop to get it fixed??!!?.. how dare they!!! i have since been told by my friends that there was a program on BBC watchdog precisely about them doing this to many many other people who have bought insurance with them. rest assured, i will be taking this claim to court if needs be, i have already been in touch with consumer advice, citizens advice and both have said give them a chance to resolve it, it not they suggest i take it up with Financial Ombudsman.
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I worked for Know How and resigned because of poor management and service

Dear all Know How customers,

I appreciate all of your frustration and appalling experiences you have endured with Know How customer services Curry's and PC World.

I have read through all of these complaints, regarding the very poor customer care and bad experiences with deliveries etc.

In addition I would like to tell you, that I indeed used to work as a customer adviser within Know How's contact centre and can honestly say that I must agree with what you have all said.

When I worked for Know How, they make false promises to their staff within training, as I was told that customer service was the priority and not call handling time etc.

I realized during and after my training that this was a big lie, as I was constantly interrupted during calls with customers who were complaining, and I was trying my best to resolve the customers complaint to exceed their expectations. Supervisors at the command desk would generally interrupt my calls, to make me aware of my time spent on the phone with the customer, saying; your call handling time is rather high.

Is it just me, or does call handling time and reduction in the amount of providing a quality service matter more to this company, than providing an excellent quality service and managing a customers expectations, and actually resolving the customers problem?

I believe the customer who may have been on hold for 20-30mins, would rather prefer to endure a slightly lengthy call, and receive a quality service and resolve their issue first time, than be passed around numerous departments and repeat the whole process for weeks or months to resolve a simple issue.

I believe they are more bothered about the statistics they produce, rather than the amount of quality service in my honest opinion.

When I was going through my training at Know How contact centre, I also could not help but notice how poorly run it was. The floor managers seemed highly unapproachable when trying to escalate a call to the manager, the customer could be kept on hold longer than necessary because the manager would refuse to take the call from a trainee adviser, who may not have known how to deal with the call in the correct manner and resolve the customers issue the first time, rather than having to endure a never ending cycle of rinse and repeat.

I empathize with everyone who has posted here, due to the fact of hearing these same complaints when I worked for Know How. And I agree that there are some very poorly trained customer advisers who work for this company, who just transfer customers from one department to the other, as I have experienced this first hand.

On a few occasions I had some customers which were blind transferred to my line, from another department and without any prior knowledge to why the customer was been transferred to me.

I would then have an angry and irate customer on the line, asking me to explain why they had been placed on hold for over 10mins to be transferred to me without my knowledge of what they initially calling about.

I would suggest Mr Sebastian James takes notice of these reviews and makes a surprise visit to contact centre and listens in on some of the calls, much like on the documentary show Undercover Boss.

Admittedly the company does have some fantastic people who work for them, and provide an excellent service to it's customers within the time-frames they have to meet, due to the statistical madness of the contact centre rules.

This is the reason why I decided to leave this company, at the end of the day what do they expect from their staff Quality or Quantity of calls and poor service?

In my opinion, it seems to be quantity of calls and poor service.

To conclude my review, I would advise Know How to take a good hard look at these complaints, here on this website and just simply improve your quality of service. As these complaints are the same ones I used to hear, when I worked for you a few years ago.

In order for your company to move forward and retain your customer loyalty, then you really need to listen to your customers and staff, review you floor managers as some of them are been paid to sit around and provide an atrocious service for the amount of money they get paid.

I believe that there are trainee's and trained advisers that could run circles around some of the floor managers at your contact centre who do not receive the credit they deserve in my opinion.

So if you are a customer, and are finding it difficult to speak with a manager when you try to escalate your call, then this will be the main reason you can't speak to a manager.

They simply want the trainees and trained customer advisers to deal with the frustration they are paid to deal with. The most you can expect the adviser to do, would be to add you to a queue, for a floor manager to call you back if you have been let down more than 3 times.

This is all from my first hand experience working for this company, and I want their customers to Know How they operate as a business.

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Thetechguys Details

About this company

TechGuys are the experts in technology. We can fix your laptop, set up your wireless network, mount your flatscreen, install your Freeview™ and freesat® TV as well as give remote support to fix your computer and show you how things are done. We're part of PC World, Currys and Dixons.

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