Case Studies

Here are some recent stories from people who contact us to sort out problems they have with their personal computers. We never ceased to be amazed at how people are treated by their original suppliers and here at PEN we like to pride ourselves on the level of customer service we give.

These people have usually come to us as a last resort or they went elsewhere for a cheaper price and then came back. We are glad that they did though, as we were then able to demonstrate our service by fixing their problem. Please have a read through and judge for yourself the best way to get support for your personal computer.

Story No. 1) "Let the buyer beware."
A client asked us to have a look at his machine, which had stopped working.
We checked it out and proved that the hard disk and graphics card were both faulty.
As the Hard disk was under warranty from the company he purchased it from, we suggested that the client contact them to get it replaced, but the supplier told him to go direct to manufacturer online.
Our client replied "How can I do that with no computer?"
Their answer was - "Not my problem go to an internet cafe."

Our client had purchased the hard disk at a cheap price from a local computer fair and the supplier wasn't interested in helping this customer. We don't think that's great customer service or relations. Do you?

In the end we did all documentation for customer to send the hard drive back to the original manufacturer. Unfortunately they have said it could take up to 28 days before he will get a replacement.

The moral here is to be careful of where you buy. Cheap may not be cheap in the long run. If the drive had been purchased from us and there was a fault, we would have replaced it and the client would have been only inconvenienced for hours not days.

Story No. 2) "The Retailer's Service."
A client approached us and asked us to quote for a Personal Computer. On receiving the quote from us, he said he could buy it £50.00 cheaper at a well known high street computer retail store. He bought the personal computer, but unfortunately shortly after purchase it went wrong. The retailer's customer service said send it back to their warehouse for repair, however it could take up to 10 days before it would be sent back. They also pointed out that if it was a software problem he would have to pay for repair.

The client got in touch with us and we fixed his software problem in 2 hours at his home. Obviously we made a small charge for our time.

If the client had purchased the personal computer from us, there would have been no charge in resolving the problem he encountered and he would have more than saved the £50 difference in price. Of course we do like to think that our attention to detail on the way we put personal Computers together for our clients, mean that they wouldn't have a problem with a system so soon after purchase.

Story No. 3) "Excellent Timing."
We had one client who was so surprised that we arrived at the time we gave him. He even went on to say he was surprised we turned up at all.

This obviously showed us the previous experiences he has had with other service companies.

If we give a time, we will be there, that is the level of service we offer as standard.

Story No.4) "The wrong diagnosis"
A client rang up wanting to order a new processor and motherboard for his existing personal computer. He was told by another service company that both items were faulty and these were the reasons for his problems.

He contacted us and we went through the problems he was experiencing and we told him we could probably solve them without opening the machine.

We did and the result saved him £350.00 on replacement parts that did not need replacing.

Our depth of experience and knowledge often mean we save clients time and money. We are interested in our clients being clients for a long time and so we like to make sure that any client is properly serviced with the right advice and they know the right price.