Terrible customer service!

Lifeisbutadream

I bought a computer 3 years ago from an independant local 'computer man' - I explained what I neededd, but he basically sold me something that was not good enough for what I needed. (I also found out later that the package I paid £1500 for was worth around £500)

I complained at the time, but nothing was done - I admit I didnt chase because I was so busy, but last year the computer lost loads of important files, so I got him back out - he charged me £89 for a 'memory upgrade' which did absolutely nothing.

I have written to him several times telling him how unhappy I am. He writes me a very rude reply each time telling me that I am being unrealistic and that none of his other customers have ever been unhappy.

I wrote to him last week and suggested that he could have kept everyone happy by refunding me my £89 and offering to find me a decent computer at a discounted rate (therefore everyone happy) - he then wrote back with the following:

Hello,

In accordance with the 1979 Sale of Goods Act (amended 1/10/2003 et al.) refunds cannot be issued for goods/services when more than 7 days has passed or 30 days for remote (internet/telephone) sales.

Regards

???? !!!!!!???? I simply do not understand how someone cannot want to keep a customer happy?? I have written to him now to say that if money is that important to him then he can keep it! what a sad little man.

Is it just me?

aliasojo

Yes, it's you.

Sorry but you've pretty much just accepted the thing for 3 years albeit with a grumble now and then. You should have rejected it as soon as you realised it didn't fit your stated requirements.

maninthestreet

The Sale of Goods Act may not apply here (certainly not in relation to your complaint about the price you paid) - how did the computer 'lose' those files - did the hard disk fail in some way? A memory upgrade would not help recover those files. Why/how is the computer 'unsuitable' for your needs? Any computer over 3 years old is going to be considered obsolete - my employer allows me to order a new computer/laptop every 3 years, regardless of whether my current machine is malfunctioning or not.

Lifeisbutadream

I was more concerned about his lack of customer relations really.

I did tell him at the time there was a problem, but I needed a computer for my business and could not just reject it. I kind of muddled on, which with hindsight I shouldnt have.

We have customers coming to us all the time with wierd and wonderful problems years down the line. It simply wouldnt occur to me to be rude to them, even if it left me a little bit out of pocket, because it is more important to keep them as a customer!

Lifeisbutadream

maninthestreet wrote: »

The Sale of Goods Act may not apply here (certainly not in relation to your complaint about the price you paid) - how did the computer 'lose' those files - did the hard disk fail in some way? A memory upgrade would not help recover those files. Why/how is the computer 'unsuitable' for your needs? Any computer over 3 years old is going to be considered obsolete - my employer allows me to order a new computer/laptop every 3 years, regardless of whether my current machine is malfunctioning or not.

I told him when I bought it that I needed something that could cope with a lot of large excel files - thats generally all I do. As soon as I open too many files, the computer locks and I have to turn it off to unlock it. The package he sold me was computer harddrive, screen, printer, mouse and keyboard. The mouse and keyboard were gone within a year, as they were worn out - the printer I ended up selling on ebay for £1 just to get rid of it !

I will be buying a new computer this year, which was why I couldnt understand his attitude - he could have made another sale if he had played his cards right...

aliasojo

Computers are subject to various issues, some of which could be caused by the user. I'm not saying that's the case here but I really don't believe there would be many pc sellers who would entertain you this far down the line given the potential for problems.

Your biggest mistake was not doing something more about this at the time.

maninthestreet

Lifeisbutadream wrote: »

I told him when I bought it that I needed something that could cope with a lot of large excel files - thats generally all I do. As soon as I open too many files, the computer locks and I have to turn it off to unlock it. The package he sold me was computer harddrive, screen, printer, mouse and keyboard. The mouse and keyboard were gone within a year, as they were worn out - the printer I ended up selling on ebay for £1 just to get rid of it !

I will be buying a new computer this year, which was why I couldnt understand his attitude - he could have made another sale if he had played his cards right...

Make sure you get a DUAL CORE processor PC/laptop, with 4GB of memory.

Lifeisbutadream

aliasojo wrote: »

Computers are subject to various issues, some of which could be caused by the user. I'm not saying that's the case here but I really don't believe there would be many pc sellers who would entertain you this far down the line given the potential for problems.

Your biggest mistake was not doing something more about this at the time.

I am not asking for a new computer.

When I first wrote to him, I was pretty much telling him about the problems that I had had and asking how I could prevent the same problems next time. I was very polite, and was really inviting him to help me out.

His reply was very rude and he implied that I was the one with the problem (his actual words were 'if you think I am so useless then I suggest you take your business elsewhere'. As I said he could have easily kept us both happy by being polite and offering me a discount from another package.

His attitude makes me think he only cares about money - I dont think we would get many repeat customers if we thought like that!

Lifeisbutadream

maninthestreet wrote: »

Make sure you get a DUAL CORE processor PC/laptop, with 4GB of memory.

You see that means nothing to me:o that was the reason I went to someone for help in the first place !

balmk

Best plan of action if you are non-techy would be to get some help from the techie stuff board.

If you state your requirements, and what sort of stuff you want it to do you will get some impartial guidance and then you can start shopping around to make sure that you get what you want at the best possible price :j

aliasojo

Lifeisbutadream wrote: »

I am not asking for a new computer.

When I first wrote to him, I was pretty much telling him about the problems that I had had and asking how I could prevent the same problems next time. I was very polite, and was really inviting him to help me out.

His reply was very rude and he implied that I was the one with the problem (his actual words were 'if you think I am so useless then I suggest you take your business elsewhere'. As I said he could have easily kept us both happy by being polite and offering me a discount from another package.

His attitude makes me think he only cares about money - I dont think we would get many repeat customers if we thought like that!

Well without knowing exactly what you wrote to him, it's hard to have an opinion on his reply.

He may have been a total @ss, or you may have come across (even although that was not your intent) as 'difficult' ....who knows, it's all subjective.

I'd put it down to experience if I were you and as balmk says, ask in the techie board, they're a great lot in there, helped me out loads of times. Fingers crossed you get something that fits the bill better this time.