PC superstore refuses to take sack in hand Walking lopsided when carrying a laptop from A to B on important business trips is one of the modern-day perils many IT professional bods face. So, having the right bag for the thankless, sweaty-shirted journey to yet another anonymous hotel is crucial. And indeed, it's good to hear that computer box-shifter PC World agrees …
In response to PC World (Posted Friday 21st September 2007 10:44 GMT)
PC World are a joke because despite about 2 weeks of international ridicule they STILL can't get their staff to pass beyond the "linux broke your hinge" "macos broke your bag" excuses and to provide the service that PC World head office claim they will provide.
Apparently this is true. Our local (Farnborough again fact fans!) seems incapable of actually ordering anything for you.
Went in for a graphics card a while back and they didn't have it in stock. It was listed on the shelf but not there.
"When are you going to get some more in?"
"Oh, we don't know - it's all done on computer these days. The stock system just decides what we need and then it turns up in the truck in next weeks delivery"
"So can I order one, to get it on the next truck?"
"No, we can't actually order anything - head office decides what stock we're needing and then it gets sent out"
OK. Not sure how much of it was bullshit but either way it's a cock way of doing things.
Unfortunately in a fit of dispair at game performance I bit the bullet and strolled into PC World about 8 months back and did the unthinkable - bought a brand new machine off the shelf there and then for a bargin price. Surprisingly it works like a dream and is brilliantly stable and fast. I guess It was down to the fact that I didn't actually interact with anyone in store other than the guy asking for my PIN when I was paying for it...
Sorry to those who've read this from me before but hopefully it will go some way to explaining why some (not all) PCW staff are the way they are.
Obviously I can't say with hand on heart that this is the same for every store, but when PCWorld in Lancaster was built, the local jobcentre was approached and asked to send forth their jobless. *point of note..jobs are not always easy to come by in Lancaster* make of that what you will.
Sadly not as commendable as a few of you may think: the motive behind this move was more likely to be "these idiots are desperate; we can treat them like dirt and expect them do take anything we throw at them...they will no longer have a life outside this store once they sign that contract." Sometimes I am convinced that DSG - Dixons Store Group management have "divorce targets" - bonuses for every divorce/split up caused by the excessivley high expectations on staff and utter lack of respect they are shown. Such as, but not limited to:
*1 day's notice of the following week's rota
*change of shift hours at 5 mins notice
*constant calls and requests to come in on days off
*never being allowed to undertake the training courses promised
*"forgetting" to pay staff or even informing them of payrises due.
*management instructed to "cover up" the above and hide it from staff.
Although I have only seen this behaviour in 2 of the stores, I have read many similar tales from staff/ex-staff of other PCW stores.
Let's face it - if staff members no longer had partners and/or children to worry about, they would be able to work any hours requested with no notice and without nuisances like family getting in the way.
Anyway I digress as usual.
When Lancaster PCW hired for the then-called "pc Clinic" NKA "tech guys" - one of the successful candidates' pc qualification was a 2-week computer course that the job centre had put him on.
And why not? It's not like an I.T professional could work there.
This post is not meant to defend PCW in any way, just to hopefully explain the actions of staff who are possibly some of the most demotivated and demoralised people in this country.
***disclaimer*** all of the above I have witnessed with my own eyes but not first hand - I am not and never will be PCW staff - If I had to whore myself, I'd rather it were at Portsmouth Docks than at any DSG store.
I really have no idea why people even consider using PC World for anything... Ok so they are convenient if you live pretty close to one. But on the whole they employ the biggest numbskulls on the planet as far as technical skill is concerned. I had to take an Apple iMac back to store a few years ago because of failed pixels on the screen. It took 2 of their "service technicians" 10 minutes to figure out how to turn it on... Complete waste of time!
PC Word - With you every step of the way. Or until you are out of the door. Or your laptop case breaks!
"Back on topic - the only reason to use PC World is to try peripherals out and then return them. Eg try out a monitor and if you like it then return it to PC World for a refund and buy it cheaper elsewhere."
Commit fraud you mean ? No wonder they are so reticent about refunds if they have to consider people might behave the way you do.
Not a fan of PCW ... nor devious pikies.
I work for The Tech Guys, and get alot of jobs from people who have bought various IT bits from PC World.
PC World spent most of their time refusing peoples warranty claims and desires to change things (routers for instance), even if the items they purchased were incorrect, not needed (because PC World said they DO need it), or fails to work at all (ZOOMADSL routers are CRAP!!! DO NOT BUY THEM!!!).
Their business model is based upon being a part of an Oligopoly, or Duopoly with Curry's, and because of that, they think they can do what they like.
A 17" laptop bag that doesn't support an Apple notebook? What a crock. he should sue them if the notebook failed.
An old college mate of mine who completed his HND in IT Support applied for a job with PC World at the local store (he was desperate to get into IT)
They were advertising for a position of service technician back before the "tech guys" when they were "Intel" approved.....??? (Im Dyson approved....holds as much clout)
He wasnt even interviewed due to him being "Overqualified" says it all really.....
Anytime Im passing PCW I like to go in and watch the salesmen/women talk total drivel to the gormless customers who havnt a clue...when they leave the customer to check availability (in reality I think they run off to the back store to say "HAHAHA Look what I have this old duffer sucked into buying!!!") half the time I approach the customer to say btw buddy hes/she is talking total bollocks and try to assist them.....then leg it before they return :o)
I see it as a good turn to the masses of non techies....
"A couple of my experiences in PC World have left me open mouthed. One guy admitted to me that they had no idea what products they would stock from one week to the next. Apparently it all arrived on some fucking magic carpet from LaLa land."
Actually, I've had a few retail jobs for big companies and this is generally true. Because of the way these massive companies buy in stock at a national level, the people in the stores don't know what's coming in until it's loaded onto the lorry. And in the case of some companies, they don't know until the delivery guy is knocking on the back door.
To be honest, I really don't know what people expect from PC World, or retail workers in general. Why the hell would someone who knows anything about computers work for minimum wage? Anybody who does know anything and works in PC World will either be in the business sales section or behind the tech desk working on machines, and therefore away from the vast majority of customers.
They are on minimum wage, overworked because the company keeps costs down by employing less and less people, and under-trained because they are selling low-margin products so the company doesn't see the point in any real training. If you want answers from an expert, ask one. Don't expect some poor guy who's been shoved onto the shop floor without any training to be an expert.
Sales staff at PC World can now expect to earn £13,000 after 12 months' service, with team and store bonuses as well. This compares with an £11,000 basic salary before and a sales bonus of up to 20pc under the old commission-based scheme.
(March 2006)
From
http://www.telegraph.co.uk/money/main.jhtml?xml=/money/2006/03/23/cnpc23.xml
So the fact many of them aren't Mark Russinovich, Bryce Cogswell (a homage to all at Sysinternals) or Tommy Flowers is excusable.
If you don't like the prices, don't buy. If you don't like the service (I'm not that keen its not great, but its not really the Staff's fault) then complain and tell all your friends.
Warranty card is irrelevant unless it gives you more rights than you already have,
AIUI PCworld have a duty under the sales of goods Acts which includes Merchantable quality, Fitness for Purpose and remedies for defects the duration of this on consumer goods is 1 year. If they try to ignore their duties get trading standards on them, let them go through their books and waste PCworld directors time, the more often you do that the more likely they are to change.
You just know that when you get down there to take advantage of their Packard Bell package with free Jumbo Jet for £299, there won't be any. You'll then be subjected to sales bull*hit until you forfeit your wallet to buy something more expensive.
I run a small independent computer store, and the horror stories I hear about PC World would make your toes curl. But people still go there regardless. Lambs to the slaughter, almost. We can't buy stuff cheaper than they sell it for, so we prefer to give a better service even if the prices aren't comparable.
The best fun is going down there and asking a Mac-related question, or something frighteningly technical that you just know they won't know the answer to.
I did work for PC Servicecall on their helplines.
I'm not exactly an idiot (although the odd lapse in common sense isn't unheard of) and I did go in with the best of intentions and to 'tide me over until I decided what I wanted to do with my life' after failing my degree (again - not a lack of knowledge really, more to do with lectures being next to a large selection of pubs).
Eventually I worked my way up to the glorious position of 'Technical Advisor' where one of my duties was covering the branch action line and dealing with queries from store staff in addition to the confused customers who in many cases did seem to have been spoonfed some utter crap to get them out of door a couple of grand lighter and weighed down by a PC that would do anything except what they wanted to do in the first place (usually selling fast PCs with almost no graphics features as a 'gaming machine').
You could sit there, cover the phone display and I swear half the time if it wasn't for the fact that store staff anounce themselves you'd be hard pressed to tell the difference between the staff and customers!
For what it is worth though when I was there I was around a group of people who did genuinely know what they were doing and care. They were only too happy to pull out all the stops and get the customer back on track doing exactly what they wanted to be doing. Sadly this did often mean reversing something one of the muppet callcentre or store staff had done that had only made things worse and I felt a customer had been royally shafted I would actually brief them on the sales of goods act, coaching them with the required wording to get the store manager to take note. Probably made me unpopular a few times but I value my self respect more than my managers opinion any day of the week.
But alas the targets went up and up, catheta* (sorry - capita) took over and customers were getting a rougher ride as time went by due to some decsions which could only be described as 'really bloody stupid' by people on the shop floor, managers only knew how to scream variations of 'work faster or else!' in order to meet targets and apathy ran rampant everywhere.
Apart from the people who saw the writing on the wall who promptly buggered off in the summer exodus of 2006. And by christ I'm glad to say I'm one of them!
I'm finishing up a software engineering degree now and there's no way in hell I'm going to give up or be tempted into slacking off this time because I know where I'm going to end up if I don't succeed. I'm going to end up a tech guy.
If that doesn't motivate me nothing will.
*Always thought this was a more appropriate name for the company seeing as they seem to excel at taking the piss.
I once had the misfortune of going into PC World in York who are not much better than the Leeds branch.
Picked up a nice Bluetooth Mac Keyboard (yes, they had one gathering dust in a box behind the 700 Logitech and Microsoft ones) and wandered over to the checkout. Spotty oik sat behind checkout said 'What do you want a Mac keyboard for?' at which point I have him a slightly raised eyebrow 'Er, for a Mac?'.
'Oh, what would you want one of them for?' he asked.
I asked 'Have you ever used one?'
'No.' he replied.
'Well, don't knock it until you've tried it' I said.
The reason PC World are bitter is because they seem to have lost their preferred supplier status with Apple to a certain Toys R Us - mainly because of their consistent arrogance towards Apple products and customers. It's all PC World shops which seem to have this stance.
I now try to source everything online - saves me having to feel like a 3rd rate customer because they have an agenda.
Oh - and as someone who is currently working with an Ex manager of PC World, and have heard some of the stories, I wouldn't recommend anyone buys from there.
P.S. - The Tech Guys? I wouldn't let them touch your broadband router, let alone something as complex as a PC....
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