PC Richards / horrible customer service
I purchased my H.P. notebook computer (DV71130US) along with a 2 year warranty from the Union Square Store. I started facing multiple issues with the computer as stated in the service problem section of the service and repair orders attached. The computer was serviced the first time in May 2010 and the problems was not addressed or fixed. Due to school, the computer could not be returned to the Bay Plaza showroom to be serviced again until September 2010 and when the computer was returned the issues was even worst. I picked up the computer on September 21st 2010 and one hour later, I was back at the store because my hard drive was short 100GB, my CD-Rom was not working and all the other issues still existed.
I asked to speak to a manager or someone of higher authority regarding my computer and after several attempts via the store intercom 30-40 minutes after the Assistant Manager Ruben arrived to the office. He was very unresponsive, he did not want to hear any of my complaints, or give me any options. He simply stated “that when a factory restore has been done on the system, 100GB is automatically deleted” (I have certifications in technology and this statement is untrue), “and mycomputer has to go out back to the service center because there is nothing he can do”. That would be understandable if he took a little time to justify what is the problem with my computer. He did not access any paperwork or ask questions. He spoke to me like I am illiterate and embarrassed me in the presence of employees and other customers.
On September 22nd 2010, I called the Bay Plaza showroom and asked to speak to Richard Jones, the General Manager to see if he could help me out and once again he too was unresponsive. He interrupted every sentence of mine. He basically stated he cannot do anything about my issue but I should just take thecomputer back to the store again to be sent out for repair. I eventually called the Union Square store and explained my issues and the store manager was extremely patient and answered every question I had. He advised me exactly what to do to ensure I am satisfied to the best of his ability. I was given information to contact Dave. Dave advised me to send thecomputer back to service, however this time it will go directly to him. I took the computer back to the Bay Plaza showroom and the Assistant Manager Mervyn listened to every issue I had and even spoke to Dave directly. Delores(3820) apologized for my inconvenience and took thecomputer in for repair for the 3rd time.
Basically the customer service was so horrible that besides this transaction, I will never complete any other transactions with P.C. Richard & Son in the future, nor will I ever recommend this store to anyone. My family has shopped with your store for years and I’ve heard many individuals complain on several occasion and now I wished if I took their advice and shopped with other companies. I purchased the warranty with thoughts that the service would be reliable, unfortunately I was wrong.
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