Outrageous customer service

I called up this company asking for a quote on a screen replacement. I had looked at diagnoses online and was pretty sure this was what was needed but asked them to verify this and the price when I handed it in. They said they would get back to me by the end of the day. I did not receive a call from them after nearly a day so called them asking for a diagnosis. Man on phone (different to the person I saw when handing it in) said someone should have called me the day before. I accepted the price, they did not specify what was needed to be done, and they said they would fix it and get back to me when complete. Within 20 minutes I received a voice mail saying it was fixed and to come and collect it. I went to the store, accompanied by a friend and was greeted by a sarcastic tone from the man working there. There was also a female behind the counter. I asked what the problem was as this was not specified (just the price), and he said he 'did not know' and wouldn't find out when I asked. I then noticed that the screws adjacent to the hinges of the screen were not covered by stickers, unlike how I gave it to them, so asked why these had not been replaced. I wanted my laptop in the same condition as how I gave it to them. He then proceeded to pick up the laptop and said "if you have a problem come back tomorrow". With that, I walked out, but before leaving said "I don't like the tone in which you are speaking to your customers" and left. When I was outside the shop, I then heard the lady scream "F**K OFF YOU B***H" to which my friend replied "there is no need to swear". She continued to swear. I was then concerned for the safety of my expensive laptop, so went back into the store and asked the man for my laptop back. HE REFUSED TO GIVE IT BACK. The lady then said "I’ve been watching both of you and you are both being mouthy and rude. There is no need for this". (I was thinking the same thing about her!!) My friend hadn't actually said anything until she started swearing at me, and I merely wanted my laptop back and was in no way rude or mouthy! Ignoring her, I said I was happy to pay for the repair now. HE CONTINUED TO REFUSE. He then said he thought I was being "difficult" and said he would put the broken screen back on. I again repeated that I was prepared to pay for the repair, but in the end gave in and said "fine, I’ll wait here until you have finished then", to which he replied "COME BACK TOMORROW". Knowing that this process can be done in less than 10 minutes, I was willing to wait. I replied saying "I'm not leaving until I get my laptop, even if that means waiting until you close". He continued to REFUSE to undo the work he had already done, or let me pay, leaving me with no option but to wait. After a couple of minutes, realising I wasn't going anywhere, he called his boss. He then became more reasonable and allowed me to pay for the repair. I was not given a warranty receipt but said this would be emailed to me. I am still waiting for this email... After leaving the store, the lady ran out and continued to hurl abuse at us. Her insults included “DON'T COME BACK HERE YOU S**T" and "F*** OFF YOU C**TS". I never expected such profanity after having paid a large amount of money for a service, let alone in a public area! I was outraged by the customer services of this company. They should have called me when they knew the problem, but did not. The verbal abuse, swearing and general sarcastic rude tone was COMPLETELY UNNECESSARY. To top it off, I have now found on twitter they offer a student discount which they did not offer me! I would highly recommend to take your electronic devices elsewhere!

Camilla Prowse - 22/10/2014 | report this review