PC Zone

supersylo said:
We do not do serial number tracking , you need your invoice as proof of purchase. This is standard business practice with many retail stores. Not just us. If you do not have your invoice we will try find the invoice on the system, and for this we charge. We are not the only company that requires you to have your invoice for warranty claim.
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Crap of the highest order. I have NEVER been charged to find an invoice EVER. I have been turned away because I didn't have an invoice, but find the credit card statement was always enough to get the store to find the invoice.

As for not tracking Serial Numbers? Really, you've been in business HOW long and it hasn't occured to you that this would make your life infinitely easier, as well as the customer?
Try again son.
 
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supersylo said:
You have no idea what warranty we purchase from our suppliers or what our agreements are. "thereby shafting consumers who may not know any better". We tell you upfront the warranty is one year and do not change the terms on you. We don't sell it with a 3 year then suddenly say only one year.

We support the warranty for one year as per the law the in the country. We do not misrepresent or mislead consumers in anyway. So really doubt that a show that is so avid on consumer law and consumer rights (Consumer watch) would take up a story on someone who told them that they purchased an item with a 1 year warranty and it is now 2 years old. But other people sell with 3 year at a higher price, but now this company wont help me...

Now I guess for not agreeing with your way of thinking and opinion I have the attitude. I am just telling to from our side how it works.

PC Zone is a company like any other trying to make money. We do not do anything dishonest or trade unfairly. We have our terms and conditions available at all our stores and let people know that everything besides a few laptops and monitors has a 1 year warranty.

Like any company we have staff who sometimes let us down and convey the wrong message or simply don't help customers. They offer poor service cause they having a bad day. The is human nature. When I am made aware of a problem that has happened in any of our stores I do my best to resolve it and discipline the staff member internally. Should they be at fault.

Thank you for your past business and hope to see you in one of our stores soon. We will do our best to get it right
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As far as I am aware, our suppliers do not buy varying warranties on products, so that sounds like complete BS to me again, like you invoice charge crap.

Intel has 3 years. Seagate drive warranties are longer than 1 year, same goes for Western Digital.

You would be very surprised at what Consumer Watch will and will not look at.

As for my repeat business, I am actually very seriously considering never stepping foot in your store again, and actually making the effort to go to MitaBye or Matrix instead when I need something small. I never buy the big stuff from you guys because I get better service from the Online shops.
 
ToxicBunny said:
As for my repeat business, I am actually very seriously considering never stepping foot in your store again, and actually making the effort to go to MitaBye or Matrix instead when I need something small. I never buy the big stuff from you guys because I get better service from the Online shops.
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:wtf:Matrix !!! are you serious that is worst place on earth down here in Cape Town :sick:
 
supersylo said:
We do not do serial number tracking , you need your invoice as proof of purchase. This is standard business practice with many retail stores. Not just us. If you do not have your invoice we will try find the invoice on the system, and for this we charge. We are not the only company that requires you to have your invoice for warranty claim.
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When you sell stuff you record peoples names it takes a second to pull up the stuff purchased on a name. R150 for that you can keep it :rolleyes:
 
supersylo said:
I have never ever voided warranty due to a seal been broken. I have worked at PC ZONE for 13 years. Do not make assumptions. You and alot of the people on this sight say alot of things that are not backed by fact or happen years and years ago, that have either been changed or stories are just one sided. Then when you get questioned on it you say I have attitude. I am obviously going to defend the company I work for because I have worked here so long and enjoy working here. Trying to get things running better and smoother but insults don't help and make you sound very immature.
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I never said the warranty was voided, stop reading things that are not there. Apologies I was under the impression that you are the owner.

Keep on defending, It's not gonna change peoples perceptions, actions speak louder than words.
 
ponder said:
When you sell stuff you record peoples names it takes a second to pull up the stuff purchased on a name. R150 for that you can keep it :rolleyes:
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I've seen quite a few suppliers charge for retrieving invoices. The only place you don't have issues is Makro and that's because they keep record of what you buy against your card.
 
Fudzy said:
I've seen quite a few suppliers charge for retrieving invoices. The only place you don't have issues is Makro and that's because they keep record of what you buy against your card.
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All of the computer suppliers and retailers I have dealt with just scan the serial numbers... 2 second database query... and I have been sorted. Only ever been charged by my bank to pull old records.

Sahara actually is the only one that wanted to charge me to look up and insisted on the physical invoice before they would accept any warranty returns. I have never dealt with them again.

PCZones Pinetown has to have been the worst computer store I have ever had to deal with. Big Eff-you attitude from the staff.
 
ponder said:
That's nonsense! If you are who I think you are then you yourself once accused me of opening a PC I retuned 30min after purchasing because it would not POST. The warranty seal at the back was not stuck down on the chassis side.

Your business gets the flack because the service is crap. You mention PC Zone to people and they all go the service is crap & staff arrogant.
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Been to PC Zone couple months back. Well aware of all the horror stories.
Inquired if they kept the Corsair Vengeance, saw another corsair line on display. Sales person said that I should email the store...

Why should I email when I was physically in the store?!:erm:
The guy didn't even bother to check their system or anything... Definitely turned me away from the store.
 
I have also had a hassle with the whole invoice / serial number debacle...
It was so seriously incomprehensible to me why you do not track serial numbers on the invoice yet charge to retrieve an invoice as if it is a legitimate income stream. It is simply terrible customer service. You are not that busy and have that many sales for this process to be a burden or cumbersome. It is simply normal customer service. Your whole business relies on and is based on serial numbers, you don't sell generic batches of t-shirts and when you in turn deal wih your suppliers it is based on serial numbers.

For you to use this as a basis to deliver sub-par service is simply astounding. It is patently clear that this is an issue for your customers and they highlight it to you, yet you doggedly persist in not trying to improve. It's a bit disingenuous if you ask me.

Use this opportunity and feedback to improve your systems and deliver better customer service. Nobody is trying to take advantage, just want a fair deal. You should change your systems to track serial numbers and honour manufacturers warranties. Not doing so makes you seem somewhat shifty. What do you really gain by your current method of operation? It is clear what you lose......
 
kilobits said:
All of the computer suppliers and retailers I have dealt with just scan the serial numbers... 2 second database query... and I have been sorted. Only ever been charged by my bank to pull old records.

Sahara actually is the only one that wanted to charge me to look up and insisted on the physical invoice before they would accept any warranty returns. I have never dealt with them again.

PCZones Pinetown has to have been the worst computer store I have ever had to deal with. Big Eff-you attitude from the staff.
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Esquire also charge AFAIK. Moral of the story. Don't lose your invoices.
 
Fudzy said:
Esquire also charge AFAIK. Moral of the story. Don't lose your invoices.
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PostmanPot does not charge... mind you, never had to return anything of his.

Esquire charges? My my, thanks for the heads-up there Fudzy.

Edit: Esquire aslo gives the full manufacturer's warranty or only 1 year like PCZones ?
 
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Aquadyne said:
I have also had a hassle with the whole invoice / serial number debacle...
It was so seriously incomprehensible to me why you do not track serial numbers on the invoice yet charge to retrieve an invoice as if it is a legitimate income stream. It is simply terrible customer service. You are not that busy and have that many sales for this process to be a burden or cumbersome. It is simply normal customer service. Your whole business relies on and is based on serial numbers, you don't sell generic batches of t-shirts and when you in turn deal wih your suppliers it is based on serial numbers.

For you to use this as a basis to deliver sub-par service is simply astounding. It is patently clear that this is an issue for your customers and they highlight it to you, yet you doggedly persist in not trying to improve. It's a bit disingenuous if you ask me.

Use this opportunity and feedback to improve your systems and deliver better customer service. Nobody is trying to take advantage, just want a fair deal. You should change your systems to track serial numbers and honour manufacturers warranties. Not doing so makes you seem somewhat shifty. What do you really gain by your current method of operation? It is clear what you lose......
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Do you know of someone i could contact to help us try implement this in fincon. We have tried several times to try get it right but never seems to work. When the system was implemented we never set it up for serial numbers. So now when we try change it it requires serial numbers for everything, even cables and other odds and ends. We can get it to work, have tried with fincon support but have never been able to do it. They don't have anyone who comes out.

When we looked into this was a case of scanning each and every item into the system. When you order 100 of different items from many distributors and loads of each item , we just could not manage it was taking so long to get stock booked in and then shipped and transferred to each store.

Would appreciate it if you knew someone who could quote us on setting this up , if there is a simple way. There might be?
 
Fudzy said:
Good point. So is PC Zone the only retail outlet that charges for reprinting invoices?
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Are you playing devils advocate? At issue is not whether they are the only ones, there might well be others that also follow this practice. Is it common practice for retail outlets of IT equipment? NO. Does it smack of opportunism? YES.

The reasonable defense criteria are not met. In any way.

Do you think it is fair practice and should be more common?
 
Fudzy said:
Good point. So is PC Zone the only retail outlet that charges for reprinting invoices?
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We don't reprint invoices. We track on the system each supplier we buy the unit from and in case of hard drives can be up to 6 suppliers or more. Then contact each one and get the serial number tracked and then send to them. Takes time to get this done. There are many retailers 100 times our size that don't charge and don't even help at all if you don't have an invoice. We have loads of items returned all the time that gets tracked by suppliers that were not even purchased from us, but by our competitors. It is a lot of time wasted. I don't think it is an unreasonable request for people to keep their invoice.
 
Fudzy said:
I wonder why Wendy Knowler has ever covered this subject?
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She mentions it on her show every time she covers the CPA , you have to have your invoice. No invoice you have no claim against the company concerned. This is also covered in the CPA. You have to have your invoice.
 
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