PC World forcing extras

transient

barbiedoll wrote: »

The fact that you were "asked if you had a boyfriend" is completely unprofessional to say the least. Were they asking because they thought they were in with a chance or because they thought that you were too stupid to buy a computer on your own and needed a man to help you to decide whether or not to have the "optional" extras? Either way, I'd be complaining too!

OP, you need to be a little more firm when dealing with idiot shop assistants (which is what they are, they're not "experts" or "technicians") and when they start ringing up unwanted add-ons, simply say that you're buying the laptop and nothing else. Or else take a grumpy old woman like me with you when you go shopping. I don't stand for any nonsense from young men who think that a name badge is a babe-magnet!

First thing I thought was they asked to see if they could get away wth the extra sales if she didnt have a boyfriend

barbiedoll

CoolHotCold wrote: »

Barbiedoll, I wouldn't class all shop assistants as idiots, you'll find most of them the younger variety doing it as a part time gig to put themselves through university in undergrad and postgrad. You're milage may vary depending where you shop, but usually ask in the technical department (ala KnowHow) for the smartest cookies.

Yes, sorry, I really didn't mean to imply that shop assistants were idiots, I've worked in plenty of shops myself! I just don't like it when they try to blind the customer with science, especially when most of their information (i.e. sales patter) is wrong!

PopeSock

boxer16 wrote: »

Thanks Transient. I can't handle them not knowing what they're doing, but being pressured by 2 salesmen at once at then being asked about my personal life isn't something I'd expect when I just want to buy a laptop!

How do I go about getting their representative to help?

How about just not shopping there? Vote with your feet.

I used to work for them and at the time I left, a 'good deal' was to sell a PC with Whatever Happens, Mobile Broadband Contract, Microsoft Office, Norton Antivirus.. on Finance.

Yeah.. can't say I miss it. Of course, they don't absolutely legally have to sell a PC on it's own. They could point blank refuse to sell any PC without Whatever Happens, just giving one single price. I used to sarcastically wonder why they didn't if the service was so good.

Bottom line, the salespeople are probably under serious, serious pressure to shift all the extras.

Zandoni

somethingcorporate wrote: »

You work in IT and you shop at PC World? really?

You have absolutely no right to buy it as a single item if they do not want to sell it to you as one.

I work in IT and I will buy from PC World if the price is right and I need it straight away.

They may not be legally obliged to sell sell a laptop on it's own but I'm sure HO would not want them to refuse a sale for no reason.

wouldbeqaulitymoneysaver

I'll watch out for that as we have a local PC World nearby. Though thankfully my extremely knowledgeable and capable Bro' tends to buy my computer equipment.

CoolHotCold

Power of the internet to the rescue.

although I don't know if WouldBeQaulitymoneysaver was replying to the OP issue of being hit on or the advice of others not to shop. But if its the first problem of being hit on, it is pretty clearly a minor problem with a singular member of staff in a particular store, the rep posted a reply asking for more info and stated that it's not the way they want to be thought of. The fact they were hit on probably explains why they got bad Customer service by forcing the issue of additional items.

"Double Barrelling" was a very old technique used eons ago by old managers of just about every shop selling computer equipment as the customer would have the benefits of X explained in two different ways by two members of staff, So one member of staff would go through the process, and if he hit a wall, either a senior staff member would come over and explain or a sales expert would, a pretty widely used sales technique back in the 1990's and 2000's until big brands brought brand advisors and PR people on board and exit surveys and focus groups found this technique put a lot of people off returning.


There are a few items that PcWorld put focus on, AntiVirus, Office, KnowHow and Whatever Happens.

The majority of people who ask for advice on computers who do shop in PcWorld are those who don't know a huge amount, all the "targets" are generally benefits, but by building rapor and finding out about what they use it for and why other items will be recommended even though they aren't targeted.

If you know your stuff they you may find it annoying to go through the process, but a simple decline or "I've got that already" will be enough.

Like I said, the targets mostly benefit the consumer.

• If you're doing any sort of banking or shopping online a decent Security package helps, the AntiVirus target includes every brand sold so you're not forced into choosing Norton 360 like yea olden days, (It's usually the cheapest and best so its the one thats sold mostly).
• Most people are upgrading now, and either their version of Office isn't officially supported, or they last purchased a system when Office was actually included, so getting it when it's purchased at the same time as the computer generally works out cheaper than buying after (unless you purchase it from ebay) Home and Student is £70 when purchased with a Desktop/Laptop, even online you'll be paying £10 more from a reputable retailer.
• KnowHow can be anything from a data transfer from a older system so all your files and settings (e.g wireless settings and saved browsing history) are the same on the new one, or online data backup for photos/documents/music to a simple Pc Setup so all the software you've purchased is setup with the recovery discs created incase something goes wrong later.
• The Whatever Happens is one that is in addition to your statutory rights, but covers accidental damage such as screens/dropped laptops to data recovery if you've restored your computer or deleted a file (and emptied the recycle bin) and software support as well over the phone and a PcTuneup/Healthcheck every year to make sure nothing is wrong with the system

The targets are not just there because they make money, but its so those who are not quite so "In the Know" with tech stuff get a complete package and understand what the system they are buying does and doesn't come with. The biggest one is WEH, but for a £600 laptop if it's being moved to uni or from and to work or around the house or used by kids the service arrangement at just under £60 a year is not too bad a shout. You can always purchase any item, keep it sealed and return it under the 21 day change of mind policy, even cancel the WEH as you are not tied into a contract.


The customer advisors are under pressure, but it's no different than a office environment when that report has to be in at a certain time or a hospital environment when that patient has to be seen within 30 minutes. The targets are there at whatever level the Customer advisor has is because they are achievable and based on customer demographics.


OP should follow my advise on writing a letter for the store to email/fax off to the SOC team, and it also wouldn't hurt to write a letter of complaint to the manager and put in a sealed envelope and drop off at the same time. As much as managers like hitting targets, they want to avoid like the plague drawing attention to themselves for bad reasons. Having a customer advisor actively hit on a customer and put items on the receipt on the sly/deception really, really does reflect badly on the manager (unable to control staff, not good judgement of character, more that one advisor doing it is a systemic problem etc).

Anyway, probably went a little too in depth in my post, but meh, easy to slag on a board where it's only bad things reported. Thought I'd stickup for them.

prowla

I'll buy from PC World, if the price is right.
Basically I like having a shop that I can go to if I want to.
However, the ridiculous added warranties and so-on just are a waste of time.

dacouch

CoolHotCold wrote: »

Like I said, the targets mostly benefit the consumer.

• The Whatever Happens is one that is in addition to your statutory rights, but covers accidental damage such as screens/dropped laptops to data recovery if you've restored your computer or deleted a file (and emptied the recycle bin) and software support as well over the phone and a PcTuneup/Healthcheck every year to make sure nothing is wrong with the system

The targets are not just there because they make money, but its so those who are not quite so "In the Know" with tech stuff get a complete package and understand what the system they are buying does and doesn't come with. The biggest one is WEH, but for a £600 laptop if it's being moved to uni or from and to work or around the house or used by kids the service arrangement at just under £60 a year is not too bad a shout. You can always purchase any item, keep it sealed and return it under the 21 day change of mind policy, even cancel the WEH as you are not tied into a contract.

If Currys were in it to benefit the customer and not make as much money as possible out of their customers. They would take a bit of money out of their vastly over priced whateverhappens warranty. They could then actually give the customer a proper Insurance backed product, with the benefit of protection from the Ombudsman and the Financial Services Compensation Scheme. They would also be regulated by the FSA and their staff would have to sell any insurance products in a specific way that benefits the customer.

Oh and paying proper Insurance Premium Tax on it rather than avoiding the Tax by complex companies and off shoring word be nice.

If they started doing that then I would believe you that it's for the benefit of the customer. Until then Whateverhappens is just a money making tool which strips the protections a customer would normally benefit from and avoids paying Insurance Premium Tax.

The price Currys charge does not reflect all of the protections they have stripped out.

saskichops

I would stick with good old trusty overclockers mate, if you pick the right time (there`s always a sale going on) you`ll get a right bargain from a trustworthy company.

Zandoni

saskichops wrote: »

I would stick with good old trusty overclockers mate, if you pick the right time (there`s always a sale going on) you`ll get a right bargain from a trustworthy company.

I could tell you a few stories about Overclockers