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“ misinformation and apathy”

written by malyakub on 03/03/2017

This is the first time I've been treated as a problem as opposed to a customer. After filling out an order for over £1600 on the 10th of February, I eagerly awaited my PC which as claimed by Computer Planet should've been finished in 9 working days and delivered on the 10th. I saw the estimate that Computer Planet then put in their customer area, saying it was due to be finished by the 25th. I thought the extra couple of days would be worth the wait.

I couldn't have been more wrong. After several emails, phone calls and live chat sessions, where sales and customer support agents all gave me conflicting accounts. When the delay became significant, I requested to know why my PC which they had told me was completed had not been shipped yet. I was informed that due to the incompatibility of the case (the fault of Computer Planet here as they guarantee compatibility), my product had been delayed and that they'd upgraded it to a more accommodating case free of charge, and that the PC was now complete and due to arrive the next day.

This however didn't occur. They hadn't even bothered giving it to the courier. They then promised me the PC would arrive on Wednesday at the latest. This also did not occur, with them finally "closing" my ticket and claiming they'd dispatched the PC with the courier along with the screen I'd ordered, ignoring the questions I sent them regarding lateness.

Being very excited, but annoyed and frustrated with the apathy of the staff, I waited in the morning for the courier to bring the PC and screen. Instead however, I only received the screen and when I asked the courier where the PC was they told me that it hadn't in fact been picked up from Computer Planet in the first place. I was extremely annoyed by this because as a consumer, it's one thing to experience poor service but it enroaches on another level of consumer rights when you are also lied to and have your time wasted.

Computer Planet then told me in the live chat they couldn't promise the PC would arrive that day. The first shred of honesty in their entire communications with me, after which they promptly offered me a refund! I was surprised at the fact that, instead of apologising, they were too eager to get rid of me as a customer.

The apathy in the sales and support staffs responses really showed me a new low in customer service, where it is evident that the staff neither cares for their customers nor for the welfare or the company itself. It shows a complete lack of quality control, a lack of which if present in customer service only gives an inkling of an idea as to what may be the case when it comes to them assembling PCs.

I have now taken my business elsewhere, and noticed in the other reviews that another customer of theirs with a Muslim name has been subjected to extremely poor service and it begs the question as to whether Computer Planet may even have discriminatory business practices regarding people's faith backgrounds.

I suggest that this company be avoided at all costs, as not only are they dishonest in dealing with their customers but they are also dishonest in their sales pitch. After searching online I managed to find other computer building companies that can offer better components at a lesser price, which means their whole value proposition was essentially a lie too. Don't be fooled by the reviews here probably made by their own staff.