Currys...can I elevate a complaint?

robpw2

GZN wrote: »

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?

could it be your dvd player ?

robpw2

ukwrecker wrote: »

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

why would you buy a tv you know to be faulty ? :rotfl::rotfl:

Esqui

Talen wrote: »

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.

Ask the store to replace, as it's been over 28 days for repair and still not fixed.

squirrel88 wrote: »

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!

She was talking out her ar- backside.

flora48

Currys customer service is apalling! We had a problem with a camera costing about £70 last year. The camera kept freezing and we needed to remove batteries to get it going again. We took it back, they sent it off for repair, still the same problem persisted. went back, camera sent off for repair again, still no better. We asked to speak to the manager as we would have liked a replacemnt as this one was clearly faulty. He went around the store taking photos, even snapped the confidential notice board in the staff room, he said nothing wrong. My husband then took some pics and it froze again whilst we were still with the mamager who replied, " I cannot accept that as I did not recreate the fault.".
At this point we gave up, had the amount been any greater I would have gone to the Small Claims Court but that costs money anyway.
The irony is that for the sake of a £70 camers and an apalling attitude, Currys have lost all of our trade. We have bought 2 laptops, 2 TV's, 2 SatNav plus several small gift items and we are currently refurbishing a house and need hundreds of pounds worth of stuff which will not be coming from Currys.

Talen

Update of faulty Blu Ray. Well another morning on the phone. I have tracked Samsung myself and spoken with them on the phone this morning and they have now confirmed they have never had my blu ray in for repair either the 1st or 2nd time. Hence I suppose why Curry's got stroppy and stumbling when I asked to see the repair dockets and the rude shop assistant said "they are over there somewhere" but could not find them. They have never sent it away in the first place which is why it still has the same fault in the first place. I have phoned head office of Customer complaints to enquire if they have managed to speak to Samsung about the fault before they are allowed to replace it and they said they have been trying every 2 hours or so to get through but think it could be a bank holiday or something. I said "Oh they are definately open" till 4 0'clock as I had managed to phone them and proceeded to explain that Samsung has confirmed they have never had the blu ray player and not too pleased that Currys is giving back equipment still not working and telling customers it has come back from them . Curry's Head Office has just phoned and is trying to contact the store I bought it in and there seems to be no answer. Surprise Surprise.

BillTrac

As you will see from my other thread re Currys non-delivery.

Promised delivery on Wednesday 22/12/10 between 1400 - 1800. No delivery and certainly NO contact from Currys, Called their customer non-service at 2000 to told be told they could deliver up to 2100 - no delivery..:mad:

23/12/10 - called their Non-CS at 0830/1500/1700 to be told product was on truck coming from Southampton 30 miles away - weather good but cold)No delivery..:mad:

Looked online whilst waiting to speak to the non-CS on Friday 24/12 to see they had changed the delivery to Tues 28/12 without asking if I would be in..:mad::mad::mad:

Cancelled delivery/product 24/12 and within 20 minutes they sent a text to say thanks for using Currys!! A comedy writer would be laughed out the house.

VfM4meplse

I have had no dealings with Currys for 18 months and must say I am a happier person for it.

Esqui

I swear I work in the only store that deviates from the usual in the name of customer service.

squirrel88

Esqui wrote: »

Ask the store to replace, as it's been over 28 days for repair and still not fixed.


She was talking out her ar- backside.

Don't I know it! I was furious that she/they are holding customers to ransom with 'cover' that should be optional. Luckily my sis works in retail and can be fairly tenacious so I expect they'll get bombarded with emails/telephone calls, although judging from other posts I don't hold out much hope of getting a response!

Talen

Yes you would think I would be entitled to an replacement as well outwith the 28 days and wasn't fixed on 2 separate occasions but Curry's shop insisted on every occasion I phoned and went in to the shop to check on if the blu ray player was ready for collection this was impossible do this as they would need to confirm it couldn't be repaired by Samsung first and of course when I went to collect the "blue ray player from the shop" Samsung had supposedly said to Curry's "no fault found" therefore no replacement can be given. Thats when I asked to see the documents from the technicians which they could not produce and was told not to come back to their shop so phoned Samsung myself who confirm they have never had the machine on either occasion. Back to square one again. Phoned Curry's head office again today to follow up on the so called esculation that my case has been put to for an update on what the heck is going on and asked to speak to the manager of the esculation team. The customer service assistant corrected me and said it was actually the "medic team" that was dealing with it. Good name. You need a medic the time they run you round in circles spitting out verbal rubbish on each call. I was told that I could not be put through to the "medics" as they could only do outbound calls and repeated himself 4 times that I would definately get a call today. 18.41pm NO CALL. This shop has been inevitably been lying to customers from the start that the goods are getting sent off for repair then the way round not giving replacements is to say no fault found and then put the customer out the shop so they cannot take it any further with them keeping their profits up and the customer can take a jump.
Samsung themselves have said to get back to them if I don't get anywhere with Curry's and they will give an extended warranty to give them a chance to fix it. Shocking that the customer has to go to these lengths to get a working product . Its like an illegal scam of some sort that this Store is running.