PC World intimidation

scaldyflash

Below is a letter I have sent to PC World about a recent experience in their Luton store.

Do you think I have overreacted and or have you had a similar problem with PC World ?


Sir/Madam

Yesterday at midday I had the misfortune to visit PC World Luton. I was there to purchase a PC monitor and some other hardware items.

After the items had been scanned (at the only till opened) the lady asked me for my name and address, I refused. There then followed a prolonged debate when she insisted that she could not sell me the items unless I gave her my details, I calmly pointed out that I was not obliged to give my details to anyone unless I was purchasing television receiving equipment. She insisted several times whilst she got angrier and angrier that I had to give her my details. At this point the queue behind me had about ten people waiting in it. I apologised to those waiting behind me and explained what was happening because I felt embarrassed at what was unfolding.

The checkout Lady then called over a colleague who agreed with her and accused me of having a stolen credit card because I refused to give my name. This made me extremely annoyed so I took back my credit card and insisted that a Manager be called because it became quite clear to me that I was faced with total ignorance.

When the Manager eventually arrived there was an even bigger queue behind me, he agreed with what his staff member was saying and insisted that I needed to give my details, I pointed out that I was well aware of my statutory obligations and rights. At this point the Manager said that I would not have a warranty on the products unless I gave my details I replied that that was not the case and that once I had a valid receipt I could avail of any warranty on the items. After another 5 minutes or so of 'debate' I was at last 'allowed' to give MY money to PC World and to leave the shop with the goods.

I left the store in an irate state and was extremely annoyed that I had to put with such crass ignorance and contempt. I was particularly upset at having been accused of having a stolen credit card and also annoyed that despite my calm clear explanation to the checkout lady my view was ignored and I was treated in an infantile manner.

I would like an apology and I would strongly recommend that staff (Particularly in the Luton branch) are advised of customers statutory obligations and rights. I would also like an explanation as to why this happened.

I have to say that following my extremely upsetting experience yesterday I will find it very difficult to ever set foot in any PC World ever again and I will be advising family and friends the same.

Regards

(name removed)

mum2one

If I was treated like that in a shop i would of told them what to do with there items, and purchased somewhere else.

Yes i do agree with you writing to head office, (if you spoke to my daughter shes only 5, she tells everybody mummy complains professionally - not that bad honest).

Youve got a double standards in the letter, you say your finding it difficult to go in that store again, but theyve had the money for the computer, so there not really going to bother.

I do hope you get something sorted. x

scaldyflash

I see your point however I was buying the items for a recently bereaved family member and needed them quickly in order to set them up on line ASAP and as it was on Sunday morning my choices were drastically reduced due to the urgency, believe me given the choice I would have taken great pleasure in throwing the items back at them

mum2one

Thats fair enough (soz thats not meant to sound awful), the good thing is you stuck your ground, went through the chain of command, refused to be imtimated by them and intend to take the compliant further.

Make sure you send it recorded delievery and give them a set time to reply. x

robbirroy

PC World are renowned for this sort of data collecting.

I had the same problem buying a printer (apart from the accusations of a stolen credit card). I told the manager to use the stores address, he eventually did, but said it could cost him his job.

I only use PC World in the most extreme conditions now, due to this, and the fact its usually overpriced and staffed by underpaid muppets.

maninthestreet

If they thought you had a stolen credit card, they should have called the police. Presumably the charge to the credit card was going to approved by you entering the PIN on a 'CHIP and PIN' device'. I wonder what name they thought you would have given them, other than the name on the credit card?
There is no way they could verify any address you had given them without actually phoning your credit card provider. What 'warranty' they were referring to? The warranty on the product would be provided by the manufacturer, and certainly would not require you to provide you personal details to the retailer at point of sale.

scaldyflash

Below is a response from the Chief Execs office Whom I wrote to. Have to say I'M not very impressed With the answers ! What do you think?



Thank you for your email addressed to the Managing Director of PC World, as a member of his Executive Office i will be responding on his behalf.

First and foremost i would like to apologise for the manner in which you were dealt with by the Luton store.
As a company we provide our customers with a service which enables customers to request a duplicate receipt for instances involving Vat redemption, claims against their warranty or for their personal accounts.

Due to the vast amount of details on the database, the store staff will ask for your name and address, when trying to locate a copy of your receipt the primary searches are on either your surname or postcode. Naturally we do not promote aggressive behaviour and steps will be taken to ensure that this type of incident does not reoccur in the future.

Thank you for bringing this matter to our attention and if we can be of further assistance in the future please do not hesitate to contact us.

Melanie Hughes
Executive Office- Sheffield

vikingaero

Do what I do. When I buy TV equipment for the family I make up a false name and address. Before Mr Pedant pops up, we all have valid TV licences. I just disagree with the methodology employed.

scaldyflash

That's as may be but the fact remains that I wasn't buying TV equipment, just a PC monitor, and in so doing I was ridiculed, accused of being a criminal and embarrassed in front of a queue of other customers. I think the answer from the Managing Directors office is even more of an insult as it is clearly (in my opinion) written with contempt and little understanding of my original complaint.

chuckley

WOW thats dreadful! Im amazed the manager in the store decided to LATER state what your details were needed for. had the assistant stated the reason at the start it wouldnt have escalated to the degree it did, with the arguing of rights.

but the HO response is PATHETIC!! sounds like a bog standard letter. where they dont actually give a damn. did they offer you anything like vouchers? u should go back at them regarding you being accused of having a stolen card!

Helix

At the speed at which PC World (and other Dixons Companies) receipts fade I think its good that they do offer this service but I don't think it should be forced on people.