PC Superstore Admits Linux Hinge Repair Mistake

Erris writes "PC Superstore says their store manager was wrong to turn away a client with a broken hinge whose machine should have been repaired. 'El Reg put a call in to the DSGi-owned retail giant to get some clarification on PC World's Linux support policy. A spokesman told us that there had simply been a misunderstanding at the store and that, in fact, the normal procedure would be for the Tech Guys to provide a fix. [PC World] will provide a full repair once the firm has made contact with Tikka.'

Re:Not surprised...

[turing_m]

I'm routinely amazed at people who run linux and people who have never heard of it. I've sent away a laptop to be repaired and told that the hard drive has died when I knew it had a perfectly good linux install on it and that it was not the source of the problem. You'd think most electronics repair geeks would have some experience, but not this guy, even though he advertised his business on the web.

And then you get random blue collar workers running it because it can revive old hardware, it helps them get more from their tiny discretionary income, and it helps them do their job when they have management that will never give them approval to buy software.

Re:It appears...

[RockDoctor]

I have a friend who did work experience at PC world. None of the staff had any idea what they were talking about, including those who were supposed to be fixing computers. In fact, the PC fixing unit was one of the worst. If they cannot solve the problem by putting a CD in, or opening it up and checking all the parts are there then they send it back to head office.

Un-disputed that there are some real brain-dead numptys working behind the counter at PC World. On the other hand, I know at least one guy who works there who can't get into the "Tech Centre", despite having run a PC-building/ fixing/ selling shop for most of the previous 5 years. The problem wasn't lack of ability, it was company policies over time spent diagnosing problems, over how much swapping of parts was allowed, and warranty agreements with manufacturers. In short, if you are building your own boxes (including at a shop) you have a lot more leeway about what you can do to the machine compared to what you can do with a machine that came out of a box from Brand-X. Brend-X have policies about what they'll consider a warranty repair, and if you (the "Tech Guy") go beyond that then PC World loses the opportunity to return the machine to their supplier. Net loss to the company of several hundred quid.
That is why they do very little at the store.
PC World are not trying to fix your computer ; they're trying to turn a profit on the computer they sold you. One major part of that is reducing to the minimum their costs (including risked costs) on the machine. Which dictates centralisation of any technical skills and risks as much as possible.
(BTW, my friend who was not suitable for the "Tech Guys" is now rapidly working his way up through the ranks at their small-business support centre. It seems that the store manager can see a way of making more money out of my friend than he'd earn as a "Tech Guy". Again, PC World are not in the business of fixing your computer, they're in the business of turning a profit.
 

There is also a "Service" they offer called something like a PC health check. They charge £50 for it. This service involves putting a CD in the PC to check for viruses.

There's a girl up the hill from here who offers a service of unclogging your vasa deferens by sucking your dick and swallowing. She charges £30 for the service. Sounds like PC World are somewhat over-priced for the market. Which is not news. You can get better prices, but you do need to hunt around. Some people value not having to hunt around quite highly.
 

This is why, despite needing a job I am not applying to PC world.

Sounds to me like you've not got a very clear idea of the nature of PC World's business : they're not now and never have been a PC shop - they're a machine for turning cardboard boxes with "stuff" inside into profit. And if that makes them sound like any other part of Dixon's Group ... ah, I see, you're getting the idea.

What? You believed their advertising? Including the name?

In that case, I've got a bridge to sell you.