I phoned the company on Tuesday just passed: 05/03/2013.
I spoke with an employee about my laptop, explained that it had been knocked to the floor and the screen cracked, also explained i needed a quote to go through the insurance. He told me there would be a £5 charge to find out what was wrong with it. Which i pointed out i knew what was wrong with it, a cracked screen, and that i was using it externally on the telly. He told me, after some consultation, that the £5 fee didn't matter then just pop it in and a quote could be given. I said that was great and planned on popping by later in the week.
So far so good.
I drove 25 miles from fife to the shop, past many other companies, to the shop.
I found it closed at 6.30pm with no information on where the other part of the shop was, but a statement saying the other half of the shop was open.
I decided to call the phone number and waited on the shops repair centre line (this told me it was open till 8pm and the repair centre was 300m away from the shop) i spent a good 5-10 minutes on hold, and eventually the automated system told me that "customer service is their top priority! leave a number and a short message and we will get back to you" Pretty useless when im standing in the cold trying to find out where the other part was.
We popped into a local pub and i asked for directions, having gotten these we eventually found the centre.
I waited behind another chap for a few minutes then explained the predcament again to the young fella behind the counter, having showed him the damage an explained i just needed a quote, he went to ask about this to another employee.
When he came back he informed me that i needed to book it in, and that it would cost £30 to diagnose the issue.
I immediately informed him that i didn't want to leave it as thats the charge that PC world charge and at least there i know they are professional.
I personally cannot believe a company i have recommended so much to other people (i am seen as the IT guy in the family - they have had a lot of business come from me) is being so bloody cowboy like.
A cracked screen... Kinda obvious whats wrong. It works when i don't use the screen....
You want £30 to tell me i need a new screen... Very unprofessional, very poor.
I shall never recommend this company to any of my friends and family or professionally, and i will never be a customer.
I hope the shop understands that i would be reimbursed the diagnosis fee, but i resent driving a 50 mile round trip on the premise of a free quote to be so offended that i vow never to give any money to this company, ever.
So the few hundred quid that i would have been paying for a new screen, it can go to someone more professional and much better customer service.
Don't use this company...
Update based on response:
1. "We have never had any £5 charges ever for repairs since we opened nearly 10 years ago."
Why are staff quoting rubbish? Why was i told there was a £5 charge? Poor staff training...
2. "If you called the repair centre and spoke to us then we would have given the correct times for the place you called."
The ifs that matter there, i did call and 'if' someone had answered we could have found the store...
3. "If you did go to our shop and it was closed then it does have in very large letters above the door "If shop is closed our warehouse is open 8am till 8pm in brown street" which is just across the road."
Yes, as i stated we were outside it and we read the helpful sign above the shutter that says 'closed? don't worry our warehouse is open 8am till 8pm' There was absolutely no address for the warehouse, and as i stated no one decided to answer the phone. Even if the warehouse in your opinion is just across the road, its actually across
1. a small road, west port
2. a main road, hawkhill
3. down a side road / back alley into an industrial estate and then hidden in a square by a car park and buildings.
In order for us to reach it we had to drive 0.2 miles, and its not as if its in sight at any point...
I hope if i had got you on the phone the directions you gave would have been better than just across the road.
4. "The £30 charge is our standard charge to do an insurance quote for your laptop, we need to check over the laptop, write up a letter with all the serial numbers etc as required by insurance company and then keep all information on file. We need to spend time also speaking to the insurance company as they come to us to check all information is correct."
Why did it take 2 phone calls, 1 50mile visit to the shop and a bad review before anyone decided to explain that?
Why was i not told this originally? Obviously bad training, customer service and professionalism.
if i was told on the phone sorry i understand its fairly obvious what is wrong but the £30 fee is to cover staff time when doing the paperwork and dealing with the insurance company - then maybe, just maybe when i turned up and expected it i wouldn't have been so p***** off. But no your staff lied to me, ignored my phonecall and then had inept trained staff that had to run to a manager twice to clarify the cost of dealing with the job. That is the point its not professional and not appropriate, you have crap service.
5. "As for a few hundred we would not charge this amount, the most expensive screen costs £150 that we have ever changed and the vast majority are under £100."
You may be right, i don't know how much you charge for labor (nothing apparently) but how much do you estimate it has cost you since i have told everyone i know about my experience. I think i will know your answer - 'who cares'. Seems like the attitude you have to customers.
6."We cannot just do things like this on the spot and as you pointed out the time was later in the day when there is less staff on and we have over 300 repairs in we cannot just stop everything that our staff are doing to do your quote."
Refer back to point 1, why did someone tell me i could just pop it in for free? It wasn't explained on the phone how do i know how your store works? I now know - poorly.
7."I have tried to call you about this but you refused to leave a phone number."
Well having stood in the freezing cold for ages waiting on someone picking the phone up, i wasn't in the mood to leave a nice heartfelt message asking to be called back. Especially considering that no one bothered to answer the phone. And eventually (after a long time) the answering machine kicked in, i didn't hold much hope that anyone would be bothered to phone me back all that quickly.
8."As you stated PC world also charge £30 for the insurance number and I would dispute that we are not as professional as them as they do no specialize in repairs at all."
I think anyone else is preferable to be honest, but at least pc world when i phoned them picked up the phone in 2 rings, they didn't lie to me and even the person speaking to me on the phone was trained enough to explain the procedure. So far they are a hell of a lot more professional than 3000rpm
I can't even be bother to phone up to complain as i clearly won't get anywhere...
You have not addressed my points regarding being told rubbish. or not being answered on the phone or your store having no indication of where the warehouse is. All your interested in doing here appears to state rubbish about the truth of the costs, which is great had i been told that, you have some stuff to fix - take this as a good thing as i am highlighting how you let customers down.
You have already lost me and anyone i can tell, keep it up. do me the favour.
Don't use this company...
I was reticent to try this company initially, but got the nerve to after they gained some reviews.
Must say i love fininding a cheap product here (only kind i will buy) and it means i get a picture of it parcelled up in 5 -10 minutes time in my email and know its likely here the next day.
Perfect service every time so far.
Love using this company.
Anyone wanting to buy a video game, have a little think, currently they have themselves a great game on xbox 360: fallout 3 game of the year edition.
The average price for this game is around £15 new.
Play are currently selling it at £72.99
i emailed them to ask if the price was correct - obviously expecting a response thanking me for highlighting the issue with the price and them altering the price to be correct..
This has happened with other companies where accidentally they have priced their games at £2000 and they thank me for the email and address the situation.
Play on the other hand ignored what i asked, and instead of changing the price said this:
"Thank you for your email.
We are sorry to hear that you were not satisfied with the price of GOTY edition of fallout 3 on our website.
We always try to ensure that we offer the best value we can at all times, but as our prices are controlled by our suppliers and not us we are unable to predict when the price of an item will change.
We hope that this information answers your query, however if you have any further queries please contact us via the helpdesk section on our website:
Alternatively you can contact our Customer Service Department on 0845 800 1020 (UK only) or 0044 1534 877 595 (outside UK). Please note that our opening hours are Monday to Friday 9am until 8pm (GMT) and weekends 9am until 5pm.(GMT)
Please accept our sincere apologies for any inconvenience this may have caused you and thank you for your patience and valued custom.
Customer Support Team
Clearly the best value that play offer is ripoff as they price the pc version of this game currently at £8.95..
Their competitors (thehut.com) who i have just pruchased the game from instead having received their kind and thoughtful response.. Currently price the same game and the same format at £12.95 I have to say that:
£12.95 thehut.com - "Best Value"
£72.99 play.com - RIPOFF
In my own opinion best value looks as though thehut.com have evaluated this correctly.
im not sure though..
Are 5 copies better than 1, not according to play.com
I can't complain too much over the easy layout of the easyjet site and service, i have arranged flights on multiple occasions i only regret that recently there appear to have been service changes that inflict some regrettable outcomes for me, such as online check in dates and the loss of visa electron free transactions :(
Otherwise quite happy with the service from the website.
The flights are what you pay for to be honest.
I purchased a machine from these people around 3 years ago, the machine was bought as an overclocked machine without a graphics card.
The order was supposed to take 10-12 days to deliver, after 20 (22 to build for delivery) i complained about the speed to be told it was an estimate and to basically be patient (i paid for a top end machine at this point) (£1500 without the graphics card)
When the machine arrived I bought and placed a graphics card within the machine seperately and then attempted to use the machine.
I found that windows had not been correctly installed and had to reinstall windows manually...
I also found that the requested stripe disk partitions (detailed below) had been ignored and that the partitions had been set up however they pleased.. I also complained about this to be told it was impossible to do it the way that i requested (due to my other request for raid 0), needless to say i was asked what i wanted then ignored.
Following this the machine blue screened every single day that i had it on, without fail. Contacting the customer support they told me it was because i installed my own graphics card and thereby refused to help.
I tried everything i could think of regarding drivers for the car, with no help from them. After 1 year of living with it the way it was i taught myself a bit about overclocking and then having tried hundreds of things prior to this adjusted the overclocked settings.
Doing this to standard levels and detail i foudn on the internet i never experienced a blue screen again.
Needless to say i was very dissapointed over a long period of time where the customer support and service i received was the worst i have ever experienced from an IT Company.
I regret having ever given them money and having ever considered referring people to them prior to my incident..
Don't know if anyone else experienced this but i would caution everyone away from overclocked machines by these people...
Here are some details of the order:
Processed Date 27-04-2008
Pre-Production Date 29-04-2008
Build Date 07-05-2008
Test Date 07-05-2008
Awaiting Dispatch Date 19-05-2008
Dispatch Date 19-05-2008
Who Worked on This Order?
Built By Dan Gorman
Tested By Gavin Midgley
QC'd By Tomaz
Packed By Fran Presti
Memory - 1st Hard Disk 1000GB SERIAL ATA II HARD DRIVE WITH 32MB CACHE (7200rpm)
1st Hard Disk Partitions 1000GB
2nd Hard Disk 1000GB SERIAL ATA II HARD DRIVE WITH 32MB CACHE (7200rpm)
2nd Hard Disk Partitions 1000GB
3rd Hard Disk 1000GB SERIAL ATA II HARD DRIVE WITH 32MB CACHE (7200rpm)
3rd Hard Disk Partitions 500GB, 0500GB
RAID RAID 0 (STRIPE) (£15)
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