As a regular listener to TS I suspect he is talking about PC World, personally i think PC World has a bit of a undeserved reputation. Yes some of their staff in the past have not been as technically savvy as they really should have been and they may have been a bit heavy on trying to sell extended warranties but in all my dealings with them I have never really had a problem. Yes mistakes have been made but when I have gone back to the shop they have been more than happy to rectify the situation.
When I bought a PC from them just over a year ago they bought up the subject of an extended warranty but I just politely declined and told them that I didnt want the usual spiel to try and sell me one and the sales rep never mentioned it again.
They must be doing something right cos go into any PC World store on a weekend and they are always busy.
Plus it is human nature for when something goes wrong to tell everyone but how many people go around saying I bought something from such and such shop and I never had a problem. Very rarely.