I went to PC world to buy a desktop PC. After about 15 minutes of waiting for help from people stood talking to each other, I was advised on what model would be good for me. It so happened said model was ex display, and pre-owned, no box, no instructions. They refused to discount the price being as it was the only one of that model they had left. So I agreed to pay full wack. The printer I bought with it just so apparently happened to be the same ex display, only one left, slight marks, no box no instructions. They insisted I not only paid full wack but also bought the power cable to work the damn thing, separately!
They wouldn't add it for free with the printer so I could use it or even know me off any small amount of money - the cable alone was £20! I also bought a 50.00 graphics card with the Pc as I was advised I needed one. The woman was incredibly rude and aggressive the whole time and showed very little interest in doing anything but taking my money. I needed a pc for work so decided to buy it as my budget was tight. I just about got it working but it started having issues after a day. I found the previous owner's name, address etc and some installed applications and downloads all still on it. I wondered if it was faulty or, had go infected wit a virus and that's why they had taken it back.
Upon returning to the store, I asked a manager if I could actually get it properly wiped and was told it would cost 15.00 I was not happy but agreed as I needed to get my work done asap. When I bought the pc in however, I was told 30.00 by the woman, who then refused to believe my quoted amount of 15.00 till I actually called the manager over to tell her what he'd told me. She grudgingly agreed to the quoted 15.00 and muttered that it would be an hour so not to bother waiting but come back. So, I came back an hour later to find they hadn't managed to fix it, but had taken it apart!
They said it was because they had removed my graphics card I bought - this had cost me 50.00 alone. They said had installed it already when I bought it (without telling me, just gave me the closed box and told me to read the instructions in the leaflet to set it up, which said all about installing certain things,) granted I'm no expert so I even called the help number to get a talk through and the guy ensured me I'd done it right. But because they hadn't told me, I apparently had therefore installed something twice so it was MY fault it wasn't working.
I may mention at this point though that they did confirmed a virus that had done some damage, but again that was my fault even though I hadn't downloaded or installed anything. They offered no refund for my graphics card and even expected me to pay an extra 15.00 to put my pc back together without wiping it. This time I was pretty angry and outright refused. Eventually, after 15 minutes of patronizing, belittling and arguing with me, they agreed to only charge me the initial 15.00 but still no refund, or even money off the graphics card I could the apparently no longer use. Deflated, I agreed before having my pc almost thrown at me with my receipt. I have never been back.
We purchased a printer from PC World Colchester, Essex in Feb 09. However after just 5 months it would not print correctly even after the replacement of genuine cartridges, also purchased from PC World. We took the whole machine back to the Tollgate store for a simple replacement as the law now states that after such a short time it can be deemed faulty and unfit for purpose. The manager was called and he refused to replace the printer, and walked off to chat to his sales staff for their view of retail law. One actually boasted that he used to be a Policeman and so knew 'consumer law very well'.
The manager therefore decided to call the Police to remove us from 'his store'. There was no heated discussions but we tried to stand up for our rights. The Police came and embarrassingly for the manager advised him to simply replace it as a good will gesture and settle the issue. However having been made to look so foolish in front of his staff the Colchester manager decided to ban us from the store indefinitely. Unfortunately having his badge covered we did not catch his name, so wrote to Retail Director **. Mr ** also told us in writing to shop at other stores in the Tollgate area--not the answer, attitude or customer service we expected.
This retail group have a despicable customer care policy and are now fighting for new sales as they are rapidly getting such a poor reputation, as confirmed by being bottom of a recent Consumer Association retail survey. When ** business has lost market share he share he should remember he and his inept management were solely to blame for their own poor service.