http://www.trustpilot.co.uk/review/www.knowhow.com?r=4062013&ref=tp

When my son’s last computer was declared a write-off by Curry’s, under the knowhow policy, we decided to replace it with a Mac on 31 December 2011 and when I was asked about whether I wanted to take out a new insurance policy, I agreed because I believed that I would get the same policy and same terms. Two days ago I went to Curry’s so that they could arrange for the repair of the computer, which is now faulty and that is when I discovered that they had mis-sold their insurance and has sold me a lesser policy with a 28-day turnaround instead of the expected 10 days and no loan machine as an interim measure.

I took the computer home and phoned knowhow to arrange for a collection today and they agreed to provide a loan computer – not part of the policy that they had mis-sold to me – which would occur as soon as one became available.

The computer should have been collected today, by 11.55, but when it was not, I contacted Knowhow when I discovered that the driver had just been given a street name for the address, but no number, and that the telephone number given to the driver was incorrect, so he could not contact me. As far as collection today was concerned, the van was no longer close enough to my address to collect the computer.

After large doses of empathy from the member of staff who spoke to me and repeatedly tellingly me that there was nothing more that could be done, after she had updated the system to ensure that the same incorrect information is not given to another driver and I was then put through to a member of staff on the bookings side, Neil. I started to explain the problem, was not rude but still angry and then he hung up on me!

I then called back, spoke to customer service again, who steadfastly refused to let me speak to one of their supervisors – still oozing empathy – and after trying to put me through to repair bookings, they told me that the system had gone down, that there was no indication as to when it would be up again and promised me a call back – within 24 hours!

On the assumption that this information was as unreliable as everything else I had had from this organisation, I decided to call them back and was told the system would be back up by 2.00 pm, which is also cut-off time for a next-day collection. Not choosing to believe this either, I called them back at 1.40 pm, to find that the system was working, if creaking. Initially, the person I spoke to was reluctant to act because I had been promised a call-back but eventually she booked the computer for collection tomorrow.

I then decided it would be a good idea to check my details on the system and found that it was still incorrect, despite the fact that customer services had updated the record. But how could this be? Yes, you’ve guessed it, they operate two different systems, updating the customer service system has no effect on the system used for repair bookings.

As I write this, there are still no computers available for loan, so what are the chances that one will materialise? rather slim I would say.

This is a nightmare as far as service is concerned but to my son even more so, as he needs the computer because he is studying computer science at university.

I would like to say that this will now run smoothly – with the predicted 7-day turnaround time for the repair to be effected – but given what has already occurred, I see no grounds for optimism and will likely be back here soon.

The true measure of an organisation is how it behaves and what it does when things go wrong. I teach customer service and customer care skills and have awarded this sorry organisation one star because there is no facility to leave no stars.

Thank you also for posting some excellent information, such as Sebastian James’ email etc. It might be worth shopping at John Lewis in the future; with every employee being a shareholder, it’s in their best interests to offer impecable cusomter service