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Having come bottom of a customer satisfaction poll, staff at PC World have now been caught getting their own back, in online groups dedicated to flaming their critics. Offensive comments posted on Facebook by people claiming to be store employees even said customers should be met with violence for making “stupid” queries. Although the website allows posters to use pseudonyms, most of the sales staff chose to use their real names, even when lashing out at their branch managers. DSG International, the shop’s parent company, is apparently investigating the persons behind the online groups, one of which had 3,000 members before it was removed. However, threads started by the groups’ members can still be seen online, including one that attacks a customer, who failed to say “excuse me,” for being “brainless.” A “most annoying customer” group adds another PC World employee’s complaint that customers expect him to have read the store’s entire offering of computer books. Which Computing? uncovered disappointment among PC World’s customers last month, when the watchdog’s customer service survey of people shopping for computers returned the store the lowest score. Apple emerged as the most favoured vendor, with a satisfaction score of 88 per cent, closely followed by John Lewis, rated at 84 per cent, compared with PC World, which scored 42 per cent. Sep 8, 2009 Email this article Printer friendly page Previous Page
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