On the subject of poor customer service...
Discussion
Following on from the Sky thread. I'd like to share a little story with you. To avoid "naming and shaming" I'll just tell you that the COMPUTER CORPORATION involved has a name that rhymes with Wishing Well and has a D in it. 
So we buy one of their computers. They ship it. It arrives and its f****d. So their tech support peeps say: "Oh dear its buggered. Send it back at your expense and we'll fix it."
So we say: "hang on a 'mo. Machine has turned up and isn't fit for purpose. Doesn't work. Never worked. Sale of Goods act. Send us another take this one away."
They say: "Errr. No. Can't do it. We'll call you back."
We say: "We've called back ten times now and you haven't. We want a refund. Take your machine away."
They say: "We'll call you back."
We say: "We've now called back fourteen times and no-one will give us a refund. Tech Support say Customer Services do refunds. Customer Services say Tech Support do refunds. No managers will talk to us. You won't put us through to anyone more senior. Patience now at an end. Give us our money. Take your box away."
They say: "We'll call you back."
Two weeks pass over this. Finally we instruct credit card company not to make payment.
I await their call with interest....
So we buy one of their computers. They ship it. It arrives and its f****d. So their tech support peeps say: "Oh dear its buggered. Send it back at your expense and we'll fix it."
So we say: "hang on a 'mo. Machine has turned up and isn't fit for purpose. Doesn't work. Never worked. Sale of Goods act. Send us another take this one away."
They say: "Errr. No. Can't do it. We'll call you back."
We say: "We've called back ten times now and you haven't. We want a refund. Take your machine away."
They say: "We'll call you back."
We say: "We've now called back fourteen times and no-one will give us a refund. Tech Support say Customer Services do refunds. Customer Services say Tech Support do refunds. No managers will talk to us. You won't put us through to anyone more senior. Patience now at an end. Give us our money. Take your box away."
They say: "We'll call you back."
Two weeks pass over this. Finally we instruct credit card company not to make payment.
I await their call with interest....
I had probs with one of their computers
as purchased from ** ***.. :ahem: it workeed fine the day i got it and the next day then it switched itself off and wouldnt turn back on, phoned the store - told to phone helpdesk - no joy - phone the store again - we will send an engineer out. engineer turns up 3 days later - i havent got the parts to fix it - it needs a new (motherboard = IIRC) cue me saying that I want a replacement.
engineer cant do anything about it ;mad; I phone the store and go
manager is not available and will call me back - He does 3 days later I want my PC replaced. manager; "you have accepted a repair so we can replace it"
me: "listen mate, the fcuking thing dont work, I dont want it repaired I want a new one"
manager: "once you have accepted a repair we cant replace it"
me: "but it hasnt been repaired and it is going to take another week to get the right part"
manager: "as ive said you have accepted a repair, so we cant replace it"
At this point I lose all sense of reason and fired back: "let me explain the situation in simple terms - you either give me a replacement now! or Im going to load this pile of junk into the back of my very large 4X4 and return it to you personally, i will drive right through you nice big glass doors a sling it on you Customer services counter, how does that sound to you?"
manager: "if you do that then you will be arrested"
me: "listen smart arse, i really dont give a FCUK about being arrested, Im thinking more along the lines of the publicity I and you will get when the newspapers find out about my actions"
manager: "errrm! can i call you back"
10 minutes later I gat a call back "we will replace it - this time"
me; "good I will be there in 30 mins"
manager: "theres no need sir, I have arranged for a courier to deliver it to you"
New PC duly delivered that day - never take no for an answer.
but then again I am a stubborn, pig headed arrogant barsteward - so Mrs M tells me
I've dealt with that particular company for years and while the people that work there seem a little slow, they've always sent an engineer out next day who has fixed the problem.
Do you have the next day warranty, I can highly recommend it, bit late now if you haven't though.
Write a letter to the customer service manager saying you use them at work and it was recommened to you and you're upset that you've managed to slip through their usually good customer service. That may help.
If not, they have an office in Bracknell if you want to burn something...
Do you have the next day warranty, I can highly recommend it, bit late now if you haven't though.
Write a letter to the customer service manager saying you use them at work and it was recommened to you and you're upset that you've managed to slip through their usually good customer service. That may help.
If not, they have an office in Bracknell if you want to burn something...
As far as I am aware, it is extremeley difficult to buy a machine from the Wishing Well Corporation that doesn't have 1 year on-site warranty followed by 2 years back-to-base as standard.
I run one myself (a desktop), and have had no trouble with it. Mind you, I know at least 2 people with laptops from the aforementioned company who have had problems with them, so perhaps their desktops are more reliable than their laptops? Which is yours?
I run one myself (a desktop), and have had no trouble with it. Mind you, I know at least 2 people with laptops from the aforementioned company who have had problems with them, so perhaps their desktops are more reliable than their laptops? Which is yours?
Following on from the Sky thread. I'd like to share a little story with you. To avoid "naming and shaming" I'll just tell you that the COMPUTER CORPORATION involved has a name that rhymes with Wishing Well and has a D in it.
So we buy one of their computers. They ship it. It arrives and its f****d. So their tech support peeps say: "Oh dear its buggered. Send it back at your expense and we'll fix it."
So we say: "hang on a 'mo. Machine has turned up and isn't fit for purpose. Doesn't work. Never worked. Sale of Goods act. Send us another take this one away."
They say: "Errr. No. Can't do it. We'll call you back."
We say: "We've called back ten times now and you haven't. We want a refund. Take your machine away."
They say: "We'll call you back."
We say: "We've now called back fourteen times and no-one will give us a refund. Tech Support say Customer Services do refunds. Customer Services say Tech Support do refunds. No managers will talk to us. You won't put us through to anyone more senior. Patience now at an end. Give us our money. Take your box away."
They say: "We'll call you back."
Two weeks pass over this. Finally we instruct credit card company not to make payment.
I await their call with interest....
its bloody awful and disgusting, what apauling customer sevice.
JonRB said:Won't help much. It's mostly admin and development there. Most of production, call centres, customer service, etc. is in Ireland. More tax efficient, you see.
I know, but I think you'd find they'd take notice if you burnt anything in their offices, and once you got out of prison, the service may have improved
Ha, I used to work for a certain company whose name rhymes with Hell. They're good when they work, honest. When I was there I learned a nice acronym - TINY. Tough Its Now Yours. I thought it was about another company, obviously not!
Keep chipping away at them. I suggest calling them in Bracknell and speaking to the product manager for whatever system you bought, should pi55 them off enuf to do something. Sorry I don't know who that would be now. Otherwise, the EMEA boss would be a good point of contact, or www.theregister.co.uk or www.theinquirer.net etc. etc.
T/.
Keep chipping away at them. I suggest calling them in Bracknell and speaking to the product manager for whatever system you bought, should pi55 them off enuf to do something. Sorry I don't know who that would be now. Otherwise, the EMEA boss would be a good point of contact, or www.theregister.co.uk or www.theinquirer.net etc. etc.
T/.
Thanks guys. Here's an update on the story.
We have a return to base warranty. Our dispute is that it NEVER worked - its not a warranty it needs. The Goods were unfit for the purpose for which they were sold. i.e. The large box they have left in our office is NOT a computer - its a heap of junk - and we're not paying for it...we want a replacement or a refund.
So they call late yesterday. Their offer is to send an engineer to fix it. Our ultimatum is its either working by end of play today...or we want our refund.
At least (TEN DAYS LATER) they now accept that the box NEVER WORKED and therefore it is THEIR problem - not ours.
Anyway - we'll see. Today they have a chance to provide us with the goods we purchased. If they don't - its a refund or Trading Standards.
We have a return to base warranty. Our dispute is that it NEVER worked - its not a warranty it needs. The Goods were unfit for the purpose for which they were sold. i.e. The large box they have left in our office is NOT a computer - its a heap of junk - and we're not paying for it...we want a replacement or a refund.
So they call late yesterday. Their offer is to send an engineer to fix it. Our ultimatum is its either working by end of play today...or we want our refund.
At least (TEN DAYS LATER) they now accept that the box NEVER WORKED and therefore it is THEIR problem - not ours.
Anyway - we'll see. Today they have a chance to provide us with the goods we purchased. If they don't - its a refund or Trading Standards.
If they paid the bods that build these thing a decent wage and offered bonuses based on the machines working when they got to a customer this would'nt happen half as much.
IMO its a case of underpaid, undermotivated shaved monkeys throwing these things together and not giving 2 feks as to whether they work or not.
They'd save a fortune in engineers callouts, courier fees, customer services resource etc etc.
When I do a PC for someone I make sure everything is working as it should, and go out of my way to sort out any problems.
IMO its a case of underpaid, undermotivated shaved monkeys throwing these things together and not giving 2 feks as to whether they work or not.
They'd save a fortune in engineers callouts, courier fees, customer services resource etc etc.
When I do a PC for someone I make sure everything is working as it should, and go out of my way to sort out any problems.
to give you a happy story !
my last pc was fried by lightning,
insurance company, picked up old pc,
origianlly was a like for like, cepot mine was prehistoric, so effectivley I got an upgrade (free)
then I payed a couple of quid extra and got a better printer and a cd/writer.
it arrived on the day they said, worked when I switched it on, was perfectly wrapped, great user guide, all manuals, great quick start guide !
still working, (1 year now)
also had a couple of tech "queries"
e-mailed them with, the question got a reply 24 hours later, (not a bs in sighte)
as apparently, 1 year or 5 years on site, never needed it
insurance company - Abbey National
pc company - Evesham
))
>> Edited by adrian jaye on Wednesday 26th February 09:57
my last pc was fried by lightning,
insurance company, picked up old pc,
origianlly was a like for like, cepot mine was prehistoric, so effectivley I got an upgrade (free)
then I payed a couple of quid extra and got a better printer and a cd/writer.
it arrived on the day they said, worked when I switched it on, was perfectly wrapped, great user guide, all manuals, great quick start guide !
still working, (1 year now)
also had a couple of tech "queries"
e-mailed them with, the question got a reply 24 hours later, (not a bs in sighte)
as apparently, 1 year or 5 years on site, never needed it
insurance company - Abbey National
pc company - Evesham
)) >> Edited by adrian jaye on Wednesday 26th February 09:57
The problem that all these computer companies have is that they work on microscopically thin margins and rely on shifting enormous quantities of kit.
The consequence of this is that customer services are adversely affected and QA isn't all it could be. Can't get the staff for the money they can afford to pay.
I've used this company's kit extensively and have never had a problem which required the assistance of their customer disservice team. They should be thankful.
The consequence of this is that customer services are adversely affected and QA isn't all it could be. Can't get the staff for the money they can afford to pay.
I've used this company's kit extensively and have never had a problem which required the assistance of their customer disservice team. They should be thankful.
I recently employed Wishing Well to supply all our PC's and laptops. the machines are good, the price is good, but their service is appalling. Their engineers are all sub-contractors and have little training.
If it breaks, and was never workable, ask for their UK MD and cause a fuss. I recall that if it is DOA, then you should not pay as per the standard T&C's (might be business ones only though)
Stop the credit agreement and ask for a new one
T-J-K
If it breaks, and was never workable, ask for their UK MD and cause a fuss. I recall that if it is DOA, then you should not pay as per the standard T&C's (might be business ones only though)
Stop the credit agreement and ask for a new one
T-J-K
Agent006 said: When you bought the errr, Well computer, i assume you paid for on site support? if you didn't, that's probably why they want it back.
I bought a Tiny computer a couple of years back and I paid for a 3 year on site warranty. Wasn't a lot of use when they went bust 6 months later.
In my experience with Wishing Well, they're fine as long as you're a large corporation that does a large amount of business with them. Then you get next (or even same) day on-site support, complete with all possible replacement parts.
If you're a small business or ,heaven forbid, a private individual then they just don't want to know...
If you're a small business or ,heaven forbid, a private individual then they just don't want to know...
I'd agree that when they work, their machines are great. I've had several over the years and have had no significant problems on any of them.
However, I have heard enough similar stories of poor customer service to be under no illusions as to how much support I'd get if anything went wrong.
But then again, if anything did go wrong I'd probably swap out the defective part myself at my own expense, provided it wasn't proprietary, rather than go through the hassle of returning it to base with all the data protection issues that goes with it.
However, I have heard enough similar stories of poor customer service to be under no illusions as to how much support I'd get if anything went wrong.
But then again, if anything did go wrong I'd probably swap out the defective part myself at my own expense, provided it wasn't proprietary, rather than go through the hassle of returning it to base with all the data protection issues that goes with it.
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