On October 28 I took my PC to Matrix Warehouse technical section in the Springfield, Durban branch to upgrade my operating system from Windows XP Pro to WIndows 7. They managed to totally corrupt the files on the hard drive. From an independent source, I established that they used the "correct" software for backing-up my drive, but their use of it must have been inept or faulty. In additon, their initial attempt to restore it involved someone else's data. I only got my machine back after four days and three fruitless visits to the store, on Nov 1. There is no system by which a customer's requirements are recorded, other than on a slip of paper which may or may not be kept somewhere near the machine. There is no procedural documentation by which to track who did what and when and with what outcome. There is no attempt to explain what is being done or attempted. There is never an attempt to telephone the customer, despite promises to do so. There is no apology forthcoming. One staff member walked through the shop with a lighted cigarette. The staff communicate with each other by shouting.
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