I’m sorry, do we actually expect low paid, inexperienced and poorly trained employees to offer the sort of service you would expect from well paid, well trained and experienced staff? It’s not just PC World and Currys it’s pretty much all large, technology based chains. Computing is the worst serviced of all retail products as there’s bog all margin in the equipment and anyone with a degree of aptitude is snapped up by the business sector.
Whilst far from perfect the only decent backup I’ve ever had is from Apple stores yet I’m sure lots of you have had horrorific experiences there as well! You’d think there would be a market opportunity but everyone’s so tight they wouldn’t pay for it. Catch 22.
The problem expends to hardware as well. I’ve been selling technology for 20 years and it always amuses me how everyone expects to buy at rock bottom prices and maintain high quality features and engineering. There are some really good examples of how our consumer society drives down product quality as we demand ever cheaper pricing. Look at the VCR, for ten years it was a well built device that would stand up to a fair bit if wear and tear – by the time it was replaced by the DVD player they cost virtually nothing and we’re so poorly built the failure rate was almost double digit. If you had one last three years you were lucky. It’s happening to Blu-Ray players and TVs right now.