A complaint about Team Knowhow

Status: Approved

#Delay #Communication #Rudeness  Annoyed Disgusted Let down 

What happened

Two IPADS were picked up for repair on the Friday 13th November. I received a text stating they would be returned on the 20/11/2020 as advised by the repair centre when I booked them in. I waited in all day and they did not arrive. I then received numerous texts over the weekend stating that they would be delivered on the 24/11/2020. One was delivered back – I checked with the driver if he had a second one and he stated that he did not. I phoned the centre straight away on the 24/11/2020, then again on the 26/11/2020 and again on the 30/11/2020. The first phone call I was advised that it was showing on the system that only one had been returned and that the other one was still in the warehouse. The second phone call I was promised it would be escalated as it had not been signed for and was not showing on the system as being delivered. The third phone call I was told that I had signed for it and that was it – I had it back and therefore I was basically lying. I did point out that I had not signed for anything during the last 8 months of the COVID pandemic, so he was talking rubbish, but he stated that he had seen my signature. I asked him to compare it to the other IPAD’s collection signature and he quite curtly said he was not looking into that one. As I did not sign for this one either, he would have been hard pushed to “compare” my signature with anything. I requested a Manager call me back and they did an hour later. Once again I was promised it would be looked into and would be contacted. 48 hours later and I have not heard anything again. I pay for 3 lots of insurance for 3 IPADS and this service is beyond shocking. I have now been without an IPAD for 3 weeks and nobody seems to have any idea where it is or is in the slightest bit bothered that you appear to have “lost” my son’s IPAD. My son has ADHD and Autism and the distress you have caused him has been immeasurable during this time.

What I wish had happened

I just want my IPAD returned

Where this happened

On the phone

Team Knowhow Customers

Most talked about by Team Knowhow customers

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Low

How this makes Team Knowhow customers feel

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Low
25% Customer Service
Feelings:

Frustrated

Furious

Disappointed

Let down

Disgusted

Annoyed

Anxious

17% Delay
Feelings:

Frustrated

Let down

Disappointed

Annoyed

Furious

Disgusted

Anxious

14% Communication
Feelings:

Furious

Frustrated

Disgusted

Anxious

Annoyed

Let down

Disappointed

14% Inconvenienced
Feelings:

Disappointed

Frustrated

Let down

Annoyed

Furious

11% Other
Feelings:

Furious

Frustrated

Disappointed

Disgusted

Anxious

Let down

8% Financial Loss
Feelings:

Furious

Disgusted

Frustrated

Anxious

Let down

6% Fraud
Feelings:

Disgusted

Furious

Frustrated

3% Returns
Feelings:

Disgusted

3% Rudeness
Feelings:

Annoyed

Disgusted

Let down

Electronics Customers

Most talked about by Electronics customers

High
Low

How this makes Electronics customers feel

High
Low
26% Customer Service
Feelings:

Frustrated

Furious

Annoyed

Let down

Disappointed

Disgusted

Anxious

Offended

Surprised

Miffed

14% Inconvenienced
Feelings:

Frustrated

Furious

Disappointed

Annoyed

Let down

Anxious

Disgusted

Offended

Surprised

Scared

Miffed

12% Communication
Feelings:

Frustrated

Furious

Annoyed

Disgusted

Anxious

Disappointed

Let down

Miffed

Scared

11% Financial Loss
Feelings:

Furious

Frustrated

Let down

Annoyed

Disgusted

Anxious

Disappointed

9% Delay
Feelings:

Frustrated

Furious

Annoyed

Let down

Disappointed

Disgusted

Anxious

5% Rudeness
Feelings:

Let down

Frustrated

Annoyed

Furious

Disappointed

Surprised

Offended

Anxious

Disgusted

5% Quality of product
Feelings:

Frustrated

Furious

Let down

Annoyed

Disappointed

Disgusted

4% Other
Feelings:

Furious

Disappointed

Frustrated

Let down

Disgusted

Anxious

3% Fraud
Feelings:

Disgusted

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Anxious

Scared

Furious

3% Service
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Delighted

Satisfied

Happy

Pleased

2% Discrimination
Feelings:

Furious

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2% Expectations Exceeded
Feelings:

Delighted

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Satisfied

2% Quality of product
Feelings:

Satisfied

Delighted

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2% Returns
Feelings:

Disappointed

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1% Delivery
Feelings:

Furious

Frustrated

Disgusted

1% Communication
Feelings:

Delighted

Most complained about Electronics companies

High
Low
  1. Currys PC World
  2. Team Knowhow
  3. Sparrow Electronics
  4. Samsung

Most complimented Electronics companies

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Low
  1. Apple
  2. Bosch
  3. Dyson