PC WORLD Problems

Odette

I wonder if you could help in the next steps my friend 'N' should take in her ongoing dispute with PC world. 'N''s laptop is personal but she uses it to do extra work for her job, which she is paid for at an hourly rate.

I will try to make it short but its a bit of a tale! I may have got some bits wrong also so I will try and get her on here to correct it.

Laptop with full cover by tech guys (or whoever they have instore) bought for my friend 'N' from her parents.
Laptop broke at the beginning of Dec. 'N' took it in for repair, consultant said it wouldn't take more than 28 days. After PC world, lost her laptop a couple of times, delivered it to the wrong store and numerous other service faux pas it was returned to her about 2 months later. 'N' complained but didn't get an apology.

A month ago, laptop breaks again. She takes it back to these people who proceed to wipe the disc and install a new one, in an effort to repair it. 'N' is upset because they have done this without warning or consent. When she went to pick it up, also they had 'lost' it again.

My friend 'N' has had it with PC world. She has written to their head office several times and has spoken with people on the phone who generally seem to blame her for every problem with her laptop. She has spoken to the guys in the store who are apologetic and tell her that this is a regular thing and will back her up as much as they can. Her case keeps getting passed pillar to post within the PC WORLD bureaucracy and she cant seem to get a straight answer or even an apology. I think what she wants is to get some compensation due to the loss of earnings after not having a laptop now for about two months (not including the two months or so at Christmas) .

She has written to an ombudsman and is waiting to hear back.

What do you guys think? We could really do with your help.

nhicks

Hi its 'N' here!

The latest is I spoke to a guy in their medics team who claimed he was the Manager. The conversation went a little like this:

“You are not going to get any compensation, it is your fault you didn’t back up your data and you don’t have the software discs/product keys. We only give compensation to customers who have had severe financial losses- you have not." (even though not been able to work from home and have been without a laptop for effectively 5 months)

I asked him "So you are saying you are giving me nothing as compensation, even though this has been going on 5 months and data/software was erased without consent, not to mention the severely poor customer service on offer? (Bearing in mind I still have no laptop and it's been 5 months now) He said "We don’t offer compensation for poor customer service. If we gave compensation to everyone that complained like you, we would be bankrupt."- kind of sums up PC World to a tea!

He said "You need to put your complaint in writing" I explained that I have twice to head office, the Chief Executive John Browett, and have never received a response, even though I sent them recorded delivery. He said well “Admittedly I haven’t read your letters, but I’m telling you now I wont give you any compensation.”


Do I have a leg to stand on?


I followed up this conversation with a trip to the store, where the Duty Manager who has been dealing with my case was pretty disgusted at this outcome, and said he is going to push for some compensation as, to quote him "It wasn't your fault the information was removed, and this has been going on for so long, with you being without a laptop."


does anyone know what action I can take next?

nomoneytoday

Puk Wurlde won't be responsible for consequential loss, although may offer a gesture of good will IMHO.

If N needed a laptop for a job, then surely she should have organised a higher SLA, such as next day fixing?

Additionally, where was the mission critical backup data?

teffers

Smalls claims court for the cost of a replacement laptop and any further financial loss due to their delays, errors etc - remember the court will only put right any LOSS you have - nothing for 'upset' or annoyance etc.

Small claims process is cheap and 99 times out of a hundred they will offer you a 'settlement' rather than drag their !!!!!! to court.

You've exhausted 'their' processes, now it's time to use a legal one.

Odette

Its her personal laptop, she just happened to be using it for extra work.

Odette

teffers wrote: »

Smalls claims court for the cost of a replacement laptop and any further financial loss due to their delays, errors etc - remember the court will only put right any LOSS you have - nothing for 'upset' or annoyance etc.

Small claims process is cheap and 99 times out of a hundred they will offer you a 'settlement' rather than drag their !!!!!! to court.

You've exhausted 'their' processes, now it's time to use a legal one.

I think 'n' will be happy to hear this, I think she has lost a fair amount of money from this and just wants some recognition for the time wasted.

nhicks

Its my personal laptop, I do extra work outside and run my own dance company. I backed up the data, it's more the software that it the problem and my ITunes which I use for my company.

I want compensation for the poor customer service I have received, and the 5 months of being messed around, of them losing my laptop somewhere in the country, of not having a personal laptop for so long, and for all the broken promises they constantly make. Also for the time and effort I have spent chasing them up as no one bothers to get back to you ever!

nhicks

teffers wrote: »

Smalls claims court for the cost of a replacement laptop and any further financial loss due to their delays, errors etc - remember the court will only put right any LOSS you have - nothing for 'upset' or annoyance etc.

Small claims process is cheap and 99 times out of a hundred they will offer you a 'settlement' rather than drag their !!!!!! to court.

You've exhausted 'their' processes, now it's time to use a legal one.

I feel like I have exhausted their processes, I have never heard of customer service this poor. Even their own staff have moaned to me about how poor the communication is across the company.

It seems the guys in store are the ones that understand the severity of the case, but the guys dealing with it have no idea, and they're on the end of the phone so they just fob you on to the next medic.

sirmarcus

OP and nhicks....Try escalating and complaining via email to the Dixons Group/Currys/PCWorld /Mastercare CEO. You will find his email contact details at http://www.!!!!!!/.

He is very pro-active in reading emails and you will get a response.

Give the CEO 3 working days to respond.

Good luck and hope this helps.

vyle

If N does take it to court, will she risk opening herself up to legal problems if she doesn't have the right licenses to play the music at the dance classes?

For example, if she was suing PC world for losing the music she used at dance classes, could PC World or the court go, "You were using music for that purpose eh? Let's see your licenses?" thus potentially leading to her being sued for more than she was trying to recover (should she not have the licenses of course)?

nhicks

vyle wrote: »

If N does take it to court, will she risk opening herself up to legal problems if she doesn't have the right licenses to play the music at the dance classes?

For example, if she was suing PC world for losing the music she used at dance classes, could PC World or the court go, "You were using music for that purpose eh? Let's see your licenses?" thus potentially leading to her being sued for more than she was trying to recover (should she not have the licenses of course)?

The music isn't used for dance classes it's for my own research, but I see what you're saying about opening up a legal can of worms.