Let me paint a picture for you. Me, being a geek, got all excited about a new toy. The toy in question was an Acer W500 Tablet. This isn’t relevant, but I just wanted to paint the full picture. Having checked around the usual retailers, I found the said item at Currys PC World (the stores have combined). I carried out my usual checks, like checking stock and found that my local store in Redditch didn’t have stock. However it was a good news day as there were a couple in stock at the Merry Hill (some call it Merry Hell, I now agree) store.
A collegue of mine who lives near by offered to pick up the item on Thursday (his day off) and bring it to work with him on Friday. I was already excited about this acquistion though and patience isn’t my strong point, so I decided I would drive about twenty miles and pick it up this evening.
I drove up there, maybe with a slightly heavy foot and burst into the store like a child at Disney Land. If this was the case though, I would have been in tears shortly…
First of all, it took fifteen minutes for anyone to even acknowledge me and see how they could help this man child spend some money. I can forgive this though, it was fairly busy in there. I handed over my reservation slip (which showed the item in stock) and off went the sales assistant to wonder land. I say wonder land because I could have built the item myself in the time it took for him to ‘look out the back’. Another fifteen minutes passed when he emerged, like a badger from a den (or is it nest or warren?). There was something wrong with this picture though, there was no box in his hand…
“Sorry mate, we don’t have any of them”
“But I checked, it’s right there in your hand”
/Shrug of the shoulders
“The system is wrong, sorry”
So I had done a fourty mile round trip, wasted an hour and a half of my evening because of something which was no one’s fault. I tried to put across my disappointment to the store manager, but he was equally as bothered about my travel and wasted evening.
Now I don’t want to be all “Do you not know who I am” but as someone who gives advice to a few hundred people on a weekly basis about where to buy techy products, do you really think I will ever, ever, ever recommend Currys or PC World again?! Correct, ten points.
I could write to the store, I could write to the HQ, but you know what, no one will care.
You should see how your attitude might change if your livelihood was dependant on customer service.
Off for a cup of tea now and to count to ten.
Follow Up | 24 hours later…
Can you believe it, just got the below email:

PC World Customer Service #fail