Currys...can I elevate a complaint?

Tozer

smcaul wrote: »

And if the companies complaints procedures worked then people would not have to find alternative methods to seek resolution would they.

Its a distinction between work-life and private life in my view. If a complaints procedure didn't work, then sue the company. But hassling directors at home with their families is, in my opinion, wrong.

That's why the law has now changed so that they will be able to keep this confidential.

SJC31

I don't work for Curry's but another large retailer. We tend to find that if customers write / e-mail / telephone the managing director, and the complaint is even a wee bit valid, then the customer pretty much gets what they want.

Even if you just address the letter or e-mail with that persons name, they should get to know about it.

Good Luck

VfM4meplse

Tozer wrote: »

VfM4meplse wrote: »

Currys have a complaints procedure here: http://www.currys.co.uk/martprd/editorial/services

Currys do not honour the acknowledgement element of the policy, nor the investigative part. This is an aspirational wishlist at best; the reality is very different.

GZN

SJC31 wrote: »

I don't work for Curry's but another large retailer. We tend to find that if customers write / e-mail / telephone the managing director, and the complaint is even a wee bit valid, then the customer pretty much gets what they want.

Even if you just address the letter or e-mail with that persons name, they should get to know about it.

Good Luck

I have written to several Curry's directors and had no success. I bought a television from Curry's in October. When DVDs had gaps in sound we initially thought it was the DVDs and it took a couple of weeks (we rent from Lovefilm) to work out that the fault was with the set. This put us just outside Currys own 28 day refund line (whether they would have complied within 28 days who knows.) They insisted on taking the set to 'repair'. Over 30 days later they had not been in touch. We were without TV for Christmas and New Year. We called them and they said they had 'lost' our set (when were they going to tell us?) They gave us another set. Same fault. I took it back they refused point blank to give me a refund. Set three has the same fault. We have tried it in different parts of the house in case we are on an electromagnetic anomaly or an Indian burial ground (!) and have tried new DVD's and old DVDs, and now the sound is intermittent when it is normal TV too. It is a Matsui and I have found out from the internet thast other people have had the same fault - so it is known and it has been present from day one in the two replacements. I wrote to several MDs and Customer service and received just one platitudinous reply from a secretary. I just called the manager of the store to make sure he would be there when I take it back today. I am shaking and tearful. He refuses to refund and says the we should have reported the fault on day one. He is insisting on giving us a different set but I just want my money back and to be able to walk away and never use Curry's again. If I get a different set, I may be facing problems down the line and I am going to have to be medicated to face that! I feel so upset - I am just an ordinary person with not much money who just wanted sound and vision in a set - not too much too ask?

ukwrecker

I have had problems with the same TV as you are discribing, Currys have know about the problem with this set for near on 3 years, I know this as I use to Work for the company and had nothing but trouble with the sets when we went to install them in customers homes, and as this has been reported to the company and head Office, it was not just one or two I went with on, with volume problems and went back to the same customer with a replacement only to have the same problem, and if that is not bad enough the customer service is terrible and they keep you waiting on the line running you phone bills up and as for their so call insurance policies they provide they do little if nothing at all for this and that is when they are ripping you off monthly

rcandeias

I am fuming...

Ordered a slimline dishwasher over 3 weeks ago, and it was promised to be delivered by the 10Dec2010.

The delivery man turned up on the 10th as promised, the only problem was that he did not have the machine with him, at first thinking was a full size machine and when realizing was a slimline he went to recheck the van but still no machine to be delivered.

I signed doc saying there was no machine delivered, and he advised me they would call with new delivery date that day.

Got to the end of the day, with no call... I went through their site demanding contact and possibly a small compensation gift for inconvenience etc as afterall they already have my money.

Is now the 13Dec2010 still no email reply, I tried calling automated system advises very busy up to 6 minutes on the line...well I waited 12 and no conection ..just sent another message through their site... but is obvious their complaint procedure does work or the very least is not working in my case.

Would be a lot better an email to a proper complaints department.

I may go there phisically tomorrow.

Spamfilter

Its a shame, I remember Currys being "the" place then I was little, seems recently they've gone down hill big time! On my last visit, looking to buy a TV, I couldnt work out the difference between two very similar machines, so asked for help - the answer, the "Model Number Sir, thats the difference" she said, "otherwise, fink they're the same"

Clearly!

SonjaLiK

rcandeias wrote: »

I may go there phisically tomorrow.

As long as there is somewhere to go, and in this case there is, you are always better off showing up in person. At least that way they can't ignore you, put you on hold or hang up on you.
Take you receipt, keep your cool and you will sort it out and probably end up with at least a bit of a discount/refund/offer/deal...

Talen

I am also suffering from high blood pressure over buying a blue ray player from Currys/PC World. I bought a blue ray player and four blue ray discs. I also purchased a projector to watch the DVDs on with a nice big picture or so I thought. I returned the player to the shop and was told it would be sent off for repair. Some 28 days later the player was returned and guess what the player still did not accept the blue ray discs. After all the wait and the carry on with the phone calls I gave up on the blue ray player for some time. I connected it up again later to try again and double and tripple check it (my husband has been in the computer business for 30 years and can build PCs so I think knows if a player is working or not) and definately not working so returned it to the shop for a 2nd shot of repair taking the chance that it would be hazzle free and the 1st occasion was a 1 off bad experience. Low and behold it was sent for repair again. On two occasions while passing the shop checked in on how the player was doing and asked was it returned. They assured me they would look into it and be in touch. Of course nothing happened. Several phone calls costing a fortune and visits to the shop and trying to track where the player was was told that it was back in the shop and to collect it. I asked for it to be tested before leaving and to see the ticket dockets from the technicians to see what the actual faults were that were found with the machine was told by a rather rude shop assistant that "no faults" were found and could not produce any documentation to prove this. I picked up the untested blu ray player, took it home and guess what. It does not accept blue ray discs. I have phoned the manufacturers of the player and they cannot find any record of the serial number of the machine even being in for repair to this date . Still awaiting calls from Customer Services Head Office . Into the bargain the front flap of the player has been damaged and when informed them of this on the phone was told that it was like this when brought it. It had not been used and certainly had not a mark on it and no damage was recorded on their own service docket at the time the machine was booked it. Wonder how this would go down in Court. Well another £170 wasted on non functional goods and a another horrendous experience with Curry's . This is the last place I will ever shop again.

squirrel88

Hi
Just thought I'd add my fine example of poor customer service experienced at Currys today. My sister bought a new TV just 24 hours previously, took it home only to find the plastic bracket was snapped. We took it back in store today where the woman on the helpdesk said 'oh you have probably tried to assemble it incorrectly'. My sis politely repeated that the bracket was broken and therefore she hadn't got as far as assembly, then we waited for about 15 minutes while she phoned whoever they require authorisation from, during which time I joked with my sis about all the personal details they required and said I was bored so off to look at fridges, customer service woman obviously heard this and very pointedly told the person on the other end of the phone 'no I can't hold, the customer is getting funny' (I wasn't funny until this point and I wasn't the customer!).
She then went on to inform us that we were lucky we had taken out the cover for £3.99 per month, otherwise they wouldn't have replaced, and it would have to go to an engineer which would have taken days. Absolutely ridiculous as the fault was not mechanical and the product was faulty at sale. She was almost implying that we'd broken it deliberately!
Rant over, use MSE all the time but have never posted...can't believe Currys got me so riled up lol!