I spent 5 minutes explaining my problem to a girl on the technical desk in the shop who didnt seem to understand my issue, and eventually referred me to a more senior colleague, who took the machine from me and took it into their workshop to have a look and confirm the problem. After waiting 30 minutes and watching about 15 people in the queue behind me also have problems, but have them solved whilst I was waiting, I eventually asked was there any news on my laptop.
There was, they had diagnosed NO problem and someone should have told me 28 minutes ago. 2 technicians looked at it and said it wasnt a problem, so I asked to speak to someone senior.
Well Mr Senior did turn up after I insisted, and he proceeded to reiterate the official line that the HP laptop is not defective nor is there a problem. There would be no refund and no exchange. Seeing as he was a manager, I asked to see someone more senior than him, which he said wasnt possible, as he was the manager and that was that.
I am being very nice and calm about this, but my keyboard is burning with rage.
The manager (who like all "nice" people) will refuse to deal with anyone who isnt calm and reasoned and certainly doesnt swear, I tried my fucking hardest to remain cool, but still managed to attract the attention of 2 plain clothes store detectives who came to his defense. It was whilst telling one of these store detectives to not lay a finger on me, that the manager ran off to his office and refused to come out.
So I insisted I saw someone to resolve this mess that was rapidly getting out of control, hampered by the fact I had my 4 year old daughter with me, who had been waiting patiently who now needed to use the toilet.
Eventually another manager came out to me and told me that all HP laptops make this kind of noise, and we walked together to the display stands of 10 other HP laptops that ranged in price from 400-1800, and each and everyone make the same buzzing sound from the front face plate. This new manager also said he had one of these at home and hadnt noticed it until I mentioned it.
Just because he accepted defective goods, doesnt mean I should. I refused to accept a replacement at that point, and requested a refund like anyone else, but they refused me. On my return to the customer services desk, I found my laptop had been wrapped up and was waiting for me by the door held by both store detectives. I was asked to leave the shop.
On exiting PC World, I rung customer services and asked them about replacing a defective machine. I was told by a helpful chap that company policy on all refunds and replacements were done entirely at the manager;s discretion. I told him that this policy was absurd as it meant a high level on inconsistency regarding refunds. One manager one day may say yes, the next day a different manager says no. I asked to be put through to someone higher who informed me that only solution was to take the laptop back to the shop and call customer services on the phone at the same time.
I find this highly dubious. In my past experiences with PC World I have bought products in one shop and got a refund on them in another.
On my return home, my wife was supportive saying we'll keep the machine if they are all like that. But the thought that PC World have gotten away with treating me like that is incredulous. I am currently contemplating taking the machine back to potentially 2 other PC Worlds that are driving distance away and seeing if I get a different treatment and get the refund I am now seeking.
Once I have this refunded credit card slip, I will then return to PC World in Lakeside and ask to see the same manager who fobbed me off by running away today. I know his name, because they advertise it on a photoboard on the exit of the shop. When he comes, I will show him proudly of my full and unconditional refund, then gladly spit a lump of disease ridden spit right in the cunt's face.
I think I feel much better now. I had never intended this blog to be a ranting one, but there you go.
queenortart (212.183.136.194)
3rd Dec, 2007 15:57 (local)
I hope you won't think I'm being facile, which is not my intention, but you have just summed up pretty much every reason for not using PC World.
I smite them on your behalf
I smite them on your behalf
lawbag (217.43.41.167)
3rd Dec, 2007 23:26 (local)
It was ONLY the calming influence on my wonderful wife that has quelled the burning rage.
I knew that any verbal abuse or threats or actual physical gestures would be interpreted in a negative light.
As a follow up, I did go to PC World in Enfield where I work, and am happy to announce that every HP laptop also BUZZED. Therefore PC World are selling defective goods.
But thanks for the smiting. All I wish is for a speedy alternative to Misco.
I knew that any verbal abuse or threats or actual physical gestures would be interpreted in a negative light.
As a follow up, I did go to PC World in Enfield where I work, and am happy to announce that every HP laptop also BUZZED. Therefore PC World are selling defective goods.
But thanks for the smiting. All I wish is for a speedy alternative to Misco.
w00hoo (193.60.52.11)
4th Dec, 2007 10:46 (local)
Out of interest, and I understand if you can't be asked to go in to that level of detailed investigation, but do HP recognise it as being an issue? It might be worth asking them if only to avoid buying one from somewhere else that has the same issues...
lawbag (83.104.27.178)
4th Dec, 2007 11:24 (local)
It affects their range of media widescreen laptops. as mentioned it affects all their machines in that range, whether they cost 499 or 1,499. I think this is a major issue, and I will be contacting them for further advice, but if it involves it being sent away and all that hooo haaa, then I really cannot be bothered.
I think it is unfortunate its an HP, which I wont be buying again, and certainly, because of the treatment I got from PC World, I wont be using them again, instead I will do my utmost to support Misco.
I think it is unfortunate its an HP, which I wont be buying again, and certainly, because of the treatment I got from PC World, I wont be using them again, instead I will do my utmost to support Misco.
