PC World overcharged for repairs

Staff at some branches of PC World failed to diagnose basic computer problems and overcharged consumers for easy repairs as a result, Computing Which? says today.

Our experts introduced simple faults to PCs and took them to seven branches of PC World and 13 independents. Prices to fix a loose cable ranged from £10 to £139 and researchers were charged from £20 to £260 to fix a simple software problem. PC World, which is the only big chain to repair PCs it hasn't sold, performed particularly badly. At one store, after misdiagnosing the simple software problem, Computing Which? researchers were told a repair would cost £350 and were advised to buy a completely new computer.

PC World

On six occasions, branches of PC World refused even to look at a PC because the computer wasn't returned with a boxed copy of Windows or a recovery disc – which weren't necessary for fixing either fault.

Some retailers were also found to cut corners by reinstalling Windows instead of finding the source of the fault.  If this happens, consumers have to pay for new copies of Windows and its installation, and lose any data that haven't been backed up. 

Despite poor results in some of the independent repair shops, most gave good repairs and impressive service and cost less. Some even helped to carry the mended computers to the researchers' cars.

Computing Which? Editor Abigail Waraker said: ‘Consumers rely on PC repair shops to solve a problem and to do so at a fair price.  It is shocking that simple problems, such as a loose cable, can be misdiagnosed and stores are getting away with charging for their mistakes.'

Review issues

Hamish Thompson, Director of Media Relations at PC World's parent company DSG International, said: ‘PC World's skilled engineers have fixed more than 2 million PC problems for customers in the last year, and in nine in ten PC repairs there was no requirement to fit a spare part.

‘We're constantly improving the quality of our services and we're grateful to Which? for their feedback on 14 visits. Fourteen visits can never tell the full story and we'd welcome the opportunity to show Which? all of the work we're doing in more detail.'

Mr Thompson said the chain would review the issues highlighted by Computing Which? and investigate areas for further improvement. PC World's customer service inside its stores has been subject to an extensive overhaul since the Which? report was compiled, he added.

Which Magazine - November 06

  Windows Vista - 'WOW'

Microsoft unveils Vista editions

Microsoft is planning six versions of the next incarnation of its Windows operating system.

Three versions of the software, called Vista, will be for home users, two will be for businesses and one will be for emerging markets. One of the home versions of Vista will include features that let users store and play back TV shows.

Vista, which was known as Longhorn during its long development, is a major re-working of Windows that makes changes, among other things, to the way the operating system looks and how it handles networking and sound.

Microsoft said the six versions were designed to match the demands different users have for its software. No details have been given about the pricing of the separate versions.

Vista Business will be the basic version for companies of all sizes and includes tools that will help organisations manage their PCs.

The Enterprise version of Vista will have all of the features in the basic version and add to them improved encryption including a BitLocker system that will stop confidential data being viewed if a computer is lost or stolen.

The Home Basic version is intended for those who only want to use their PC to browse the net, use e-mail and create and edit basic documents. It will also include desktop search and security tools.

Vista Home Premium includes everything in the Basic version and adds the new graphical interface called Aero.

Microsoft said it will also have improved media handling abilities so it can help users organise and enjoy their digital images, music and movie collections. Also included will be tools to help people author and burn DVDs.

PCs running the Premium edition will also be able to connect their machine to an Xbox 360 gaming console. Vista Ultimate has all the features of the business and home editions in one package.

The Starter edition is a streamlined version intended for low powered PCs found in many developing nations. Also available will be versions made specifically for Europe that, in accordance with an EU mandate, remove the Windows media player.

Microsoft pointed out that the current version of Windows, XP, is available in six different versions though most of these are tuned for the different types of hardware, such as a Tablet PC, people are using. By contrast Vista versions are organised by what people plan to do with their computer.

"We don't want customers to be forced into buying something that isn't going to meet all their needs," said Barry Goffe, Microsoft's director of Windows client product management.

BBC News - Feb 06

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