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Mrs. Monk's Would-be Diary, should have been written by Mrs. Monk, since she is the "Writer" in the family.
However, since she is a writer only in the conceptual sense, I have undertaken to fill these pages on her behalf.
If not by her, these pages will certainly be about her, and other important matters of the day

Leslie Monk, the long suffering.

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19 Jan 2006

Robbery at

PC World

PC World (Southend Airport) is the last place I go for computer gear. But I do pass the store most days and occasionally I get sucked in.. I am also mindful of their policy of taking back anything within seven days, if not happy, and of course getting a refund. I found it necessary to return several items in the past and was encouraged by the PC World Salesman to make purchases, secure in the knowledge that I would be able to return the goods.

This was not a complicated item that I needed. It was simply a power cable to a Sony Laptop, I purchased the cable for the Laptop for £8.99. But found that it did not fit. I sailed back to PC World and attempted to returned the unwanted goods. The young man explained to me that he would deduct 10% of the refund to account for the damaged packaging. Alongside me, another man was staring at another more expensive package of goods and had been told the same thing by another Salesman. We exchanged knowing looks and I noticed that he was putting up a fight, so I also told the young man that I wished to see his manager. In due course another man arrived who had been briefed by the young salesman.

I interpreted his body language as follows: “I have your money and you have to convince me that I should give it back to you”

The conversation went as follows.

Salesman: “So what is wrong with it?”

Me: “Nothing, as far as I know, but it is not suitable for my laptop, and I want a refund”

Salesman: “But you have damaged the packaging”

Me: “It is impossible to open the packet with out damaging it”

Salesman: “I will let you have another cable in exchange for this”

Me: “OK I will accept that if you have one”

Salesman: “Go on then, go and get it”

Me: “Go and get it. You call that Customer Services?”

I looked down at his name tag, which said simply “Rob”, I was being robbed.

Me: “You are not the Manager, are you Mr Rob? I asked to see the Manager, Mr Rob”

Further up the food chain, I eventually got to speak with a real Manager, but the story was much the same.

I made my way to John Lewis, where I was able to buy a suitable cable, for £3.99, less than half the PC World price. The packaging was similar, but I was able to open the package effortlessly. And furthermore, I was painlessly unconcerned about their return policy that on this occasion, I did not need.     Joy.


20 January 2005 Cat Flap Charlie amongst the computer equipment, none of which was purchased at PC World. Charlie has adopted this new place to hang out just this week, when he is particularly determined to get my attention, as I work. Its rude to stare.

24 Jan 2006

PC World Answers

Dear Customer

Thank you for your email

Unfortunately PC World do not operate a change of mind policy, so therefore when taking a product back for a refund or exchange it
would be at the managers discretion what they offer you.

I hope this clarifies the companies position.

I apologise for any inconvenience this may have caused.

Kind regards

Joe Wragg
PC World Customer Services

To which I replied


It seems that you do have a "Change of Mind" policy because you have changed your mind about your "return of goods within seven days policy" as it was described to me by the sales staff. Apparently that promise only works when they see fit to keep it. A deception, no less.

This seems an extraordinarily inept policy that is apparently designed to alienate your customers and annoy your shareholders.

I will pass on the good news.

Leslie Monk

To which PC World  replied

Dear Customer

Thank you for your e-mail

As the product you purchased was opened PC World would be unable to sell the item as new so we take 10% off the refund and sell it at a lower

All cables are usually available to view through the bag to make sure you are
getting the right one, if you are not sure which one to purchase we would recommend you
an assistant in store.

Kind Regards

David Moffatt
PC World Customer Services

To which I replied


Have you read the correspondence, because your comments have no bearing on the transaction, as described?

It is not possible to open your packaging without damaging it and your customer is not responsible for the poor packaging.

To blame the customer is poor Customer Service.

To quibble about "returns" is poor Customer Service.

And bad business.

Leslie Monk


Pic Leslie Monk Shoestring Chronicle ©

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