Well no surprises there then. Surely that's the whole idea of running a commercial enterprise isn't it - making money?
As for not being on the ball, well, I can't argue with you on that score - at least as far as this problem goes anyway. My experience of PCW has been mixed, and I tend to think that the standard of service must vary from branch to branch. That's a management issue, and one that all multiple retailers have to handle.
As far as HP is concerned I agree with you. I'm a confirmed admirer of the company's attitude towards consumer relations, and I've noticed things have got even better since Carly Fiorino became CEO.