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Dear Viv Griffin, Thank you for your email of 19th September 2007. In view of your query about the condition of the laptop when return. I can advise that PCWorld will still offer warranty support on machines that have had alternative operating systems installed. If we think that the operating system is causing the error we may ask the customer to restore the original operating system for diagnostic purposes. Furthermore, the computer should not have any damage due to excessively rough handling as you have stated on your last email to us. Thank you for taking the time to contact to us. I hope that these actions will bring a satisfactory conclusion to this matter. Yours sincerely, Francis Ewoneme PC World Customer Services -----------------Original Message----------------- Tom, For me to completely understand what customer service I can expect from your company, your statement "should be in the same condition as when purchased" requires further clarification. Can you give me a clear definition of what you mean by this ? For example, does this mean the machine must have exactly the same software on it as when purchased and nothing else ? Or does it mean the same physical condition (i.e. no damage that indicates excessively rough handling). Or both ? I am assuming that your company allows you explain their customer service strategies when customers query them, as I am now ? Your explanation on this points would be much appreciated. regards Viv Griffin On Wed, 2007-09-19 at 08:06 +0100, PC World wrote: > > customer.services@xxxxxxxxxxxxx > > Dear Viv Griffin, > > Thank you for your email of 14 September 2007. > > We are happy to offer an exchange or a refund in cases of mechanical > breakdown if we are notified of a fault within 28 days. After this > period, we will offer a free of charge repair. > > All items returned should be in the same condition as when purchased. > > Yours sincerely > > Tom Reed > PC World Customer Services > > > -----------------Original Message----------------- > > OK, that does not answer my question, I'll put it another way. > > If I come into one of your stores and buy a laptop or desktop > tomorrow, will you only provide a guarantee and allow me to return > within the warranty period, in the event of a problem, on the > condition that I continue to use the same operating system you > provided with the machine ? > > This a clear question. I would like an answer that is positive or > negative but, answers my question. If you want to have Linux Users as > customers (including myself) you will need to answer this question > honestly and specifically. > > regards > > Viv Griffin > > ----- Original Message ---- > From: PC World <customer.services@xxxxxxxxxxxxx> > To: viv.griffin@xxxxxxxxx > Sent: Friday, 14 September, 2007 1:44:24 PM > Subject: PCW120548CR, RE: Linux - an excuse to revoke customer > support ??? > > Message > > > > > > > > > > > > > > customer.services@xxxxxxxxxxxxx > > > > > > > > > > Dear Viv Griffin, > > > > > Thank you for your email of 12 September 2007. > > > > > PC World endeavours to provide the best quality service for its > customers in line PC worlds policies and procedures. Each customer > service issue is dealt with on its own merit. All PC World procedures > adhere to relevant government legislation. > > > > > We are unable to discuss specific details of the case you refer to as > you are not the named party involved. Please be assured that every > step would have been taken to assist the customer in rectifying the > problem. > > > > > Thank you for taking the time to contact to us on this issue. We do > value your custom and hope that you will continue to use our stores. > > > > > If you need any further assistance, please do not hesitate to contact > us. > > > > > Yours sincerely > > > > > Lisa Whitaker > > PC World Customer Services > > > > > > > > -----------------Original Message----------------- > > > > > I am a long term customer of your store. My I bought my existing > Toshiba laptop from yourselves, my printer and many other items. > However, if you are going to cease to deal with hardware faults that > develop because I choose to use Linux, then I will have to find an > alternative supplier. > > > > > This persons experience with you is what has caused my concern : > > > > > http://www.dreamstate.eu/ > > > > > I would be grateful if you could confirm that a client using software > of their choice on a PC or laptop purchased from you invalidates their > rights to customer service (or otherwise, if this is not the case) ? > > > > > If your clients using Linux is an issue for you, then I will pass on > your comments to the other members of the Devon and Cornwall Linux > User Group and all the other user groups throughout the UK. The Linux > Magazines will undoubtedly be interested and want to inform their > readers accordingly. > > > > > thanks > > > > > Viv Griffin > > > > > > > > > ____________________________________________________________________________________________ > > > For PC Worlds latest offers please logon to our website at > www.pcworld.co.uk > > > ____________________________________________________________________________________________ > > > This e-mail (and any attachment) has been sent from a PC belonging to > DSG Retail Limited or another company in the DSG international group, > registered office Maylands Avenue, Hemel Hempstead, Hertfordshire HP2 > 7TG. > > > If you receive it in error, please tell us by return and then delete > it from your system; you may not rely on its contents nor > copy/disclose it to anyone. > > > > Opinions, conclusions and statements of intent in this e-mail are > those of the sender and will not bind any DSG international company > unless confirmed by an authorised representative independently of this > message. We do not accept responsibility for viruses; you must scan > for these. > > > Please note that e-mails sent to and from the DSG international group > are routinely monitored for record keeping, quality control and > training purposes, to ensure regulatory compliance and to prevent > viruses and unauthorised use of our computer systems. > > > > > ____________________________________________________________________________________________ > ____________________________________________________________________________________________ > For PC Worlds latest offers please logon to our website at > www.pcworld.co.uk > ____________________________________________________________________________________________ > This e-mail (and any attachment) has been sent from a PC belonging to > DSG Retail Limited or another company in the DSG international group, > registered office Maylands Avenue, Hemel Hempstead, Hertfordshire HP2 > 7TG. > > If you receive it in error, please tell us by return and then delete > it from your system; you may not rely on its contents nor > copy/disclose it to anyone. > > Opinions, conclusions and statements of intent in this e-mail are > those of the sender and will not bind any DSG international company > unless confirmed by an authorised representative independently of this > message. We do not accept responsibility for viruses; you must scan > for these. > > Please note that e-mails sent to and from the DSG international group > are routinely monitored for record keeping, quality control and > training purposes, to ensure regulatory compliance and to prevent > viruses and unauthorised use of our computer systems. > > ____________________________________________________________________________________________ |
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