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Strzelecki · 20-04-2005, 14:15

A PC healthcheck, whether you've paid for it specifically or it's as part of you PC Performance package is allocated a 2 hour time slot on a central booking system. Techs at the store are meant to print out the healtchecks that are meant to be for that day and mark them off when they arrive. On a week day slots start at 9am and overlap by and hour (i.e 9-11 and 10-12) so you'd need at least 2 techs (who know what they're doing) working to get them all done. How ever this rarely happens as it is very hard to do a good thorough cleanup in 2 hours, no matter what machine you have, a virus scan alone can take more than 2 hours and uses a lot of the machines resources. I'm afraid to say it's not really the people who work at the store who can be blamed, most of the stuff is out of their control. A majority of healtchecks are booked via the call centre in Sheffield (not run by DSG) by people who a paid purely to answer phones, they don't actually know what they're doing most of the time (we always have numerous double bookings), the diary system doesn't help either, it gives no flexibility for overlap. Plus if a customer brings in a machine late then that can throw everything off course. We are given software which we have to use (unless it fails to install on a machine) that is basically a 'fill in the boxes, tick the answers, run the scanners kind of thing, that then generates a report and sticks it on the desktop (you should have that at least rovert?). Where I work we create this report but also type up a brief one on the store booking system, print off 2 copies, one for the customer and one for the records, that way disputes are a lot easier to rectify. Also our customer service staff are told to explain the report when they give back a machine.
Maybe I'm lucky, I gained all the knowledge I have before I started working there and have a genuine interest in computers. I also hate not finishing a job, I don't trust anyone else! I think Stoke store may be lucky too as it has a few good techs and some dedicted customer service people but we still suffer the novice problem. I think it's a combination of stores finding it hard to fill positions, average pay and interviewing being done by managers for positions they know little about. You all complain, but why do you buy stuff from there?

20-04-2005, 14:15	#32
Strzelecki Inactive Join Date: Jan 2004 Location: Essex Age: 43 Services: 80/20Mbps FTTC on Freeola Posts: 871	Re: PC World Health Check A PC healthcheck, whether you've paid for it specifically or it's as part of you PC Performance package is allocated a 2 hour time slot on a central booking system. Techs at the store are meant to print out the healtchecks that are meant to be for that day and mark them off when they arrive. On a week day slots start at 9am and overlap by and hour (i.e 9-11 and 10-12) so you'd need at least 2 techs (who know what they're doing) working to get them all done. How ever this rarely happens as it is very hard to do a good thorough cleanup in 2 hours, no matter what machine you have, a virus scan alone can take more than 2 hours and uses a lot of the machines resources. I'm afraid to say it's not really the people who work at the store who can be blamed, most of the stuff is out of their control. A majority of healtchecks are booked via the call centre in Sheffield (not run by DSG) by people who a paid purely to answer phones, they don't actually know what they're doing most of the time (we always have numerous double bookings), the diary system doesn't help either, it gives no flexibility for overlap. Plus if a customer brings in a machine late then that can throw everything off course. We are given software which we have to use (unless it fails to install on a machine) that is basically a 'fill in the boxes, tick the answers, run the scanners kind of thing, that then generates a report and sticks it on the desktop (you should have that at least rovert?). Where I work we create this report but also type up a brief one on the store booking system, print off 2 copies, one for the customer and one for the records, that way disputes are a lot easier to rectify. Also our customer service staff are told to explain the report when they give back a machine. Maybe I'm lucky, I gained all the knowledge I have before I started working there and have a genuine interest in computers. I also hate not finishing a job, I don't trust anyone else! I think Stoke store may be lucky too as it has a few good techs and some dedicted customer service people but we still suffer the novice problem. I think it's a combination of stores finding it hard to fill positions, average pay and interviewing being done by managers for positions they know little about. You all complain, but why do you buy stuff from there?