Magic Quadrant for Enterprise Backup/Recovery

Customers of UK Mac reseller Computer Warehouse (CW) shouldn't try to seek technical support or customer service on Mondays and Tuesdays -- if their experience is anything like The Register's they won't get it. "There's no one there today or tomorrow," a hapless CW operative told us when we called to enquire how to get our faulty Umax scanner, purchased along with a huge stack of Mac goodies for our Web design team, replaced under guarantee. For a company that has won numerous awards from the UK Mac press' readers, allegedly for the quality of its service, CW's approach this time was far from exemplary: return calls were promised but never made and on numerous occasions Register staffers were consigned to 'hold' oblivion. Now, two weeks since we first contacted CW, we're told they can't do anything until we return the scanner -- despite being previously promised an CW tech guy would come out to replace the faulty £99 device. "It's part of our Ts&Cs," said another CW staffer -- maybe, but clearly keeping promises isn't. And we know it's definitely up the spout -- Umax's own, very helpful tech support team told us so. No wonder, then, that CW scored zero on our exclusive Register ChannelMark™ benchmark. Calls to CW boss Jonathon Cole proved ineffective -- he was not available to discuss the matter. Well, he's certainly lost The Register's business. We won't buy from CW again -- and would wish anyone else who plans to the very best of luck. ®

Magic Quadrant for Enterprise Backup/Recovery