Currys...can I elevate a complaint?

Talen

Another Day another phone call

I phoned Customer Services again today to say I had not had the "promised call back" from the
person from Medics who "definately" was going to call back the previous day and was informed, it was not
the same person from Medics who was dealing with it now but a new name appeared in the frame again.
I received a call from the new "Medic" person that evening who had phoned the shop that I had bought the DVD player in and it was confirmed the DVD player was NEVER sent to Samsung, as I thought, but was tested by an unqualified shop assistant in the shop who could not find a fault. He said he had found out from the shop that because the shop assistant found "no fault" the manufacturer would not pick it up with "no fault found".
I have been informed by the Medics, that because the shop has found no fault I would now have to have an independent technician (i.e. get Samsung to pick it up myself) to repair it.
I said "that was what was supposed to have already have happened for well over the last month now and they had had every opportunity and ample time to have the repaired carried out and was indeed informed on every occasion that the Manufacturer had the machine and was not back yet. I said the whole thing seems like a bunch of lies and they are trying every possible angle to not hand out replacements or even carry out repairs on faulty goods". He said that I had not been lied to but there was some "misinformation". What a Joke!!!!!
I have already emailed John Browett (CIO) about the case and informed the"Medic, Mr Holmes" that I would be emailing the CIO again to inform him of the outcome from the "Medic" Department. Another 28 days wait.
He told me I could email him if I like but it would all go back to him anyway and he would be the one
dealing with the decisions. Why not fire Mr John Burrows then ? What is his job? Looks like a wasted
salary to me and make Mr Holmes "chief decision maker".

Esqui

!!!!!!, why can't the store just swap it? If they couldn't find a fault in-store, they should have called you then.

weeman229

Hi we purchased a new fridge on line on 17th Sept delivered 19th sept Great
Then we discovered it was broken. After a week of calls to the service department, engineer reports, replacements codes non existent manager who are always in training or meetings we still have a broken fridge with the loss of all our food.
Promoses promises promises are all you get from this lot of money grabbers.
Once this is settled and belive me it had better be soon, then I will be making it known all over the place just how bad their 'service' is.
Now going to Trading Standards to see them and claim our money back on the credit card.
Buyer BEWARE OF THESE FOOLS:mad:

tonyhawken

VfM4meplse wrote: »

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

I have come to this conclusion as well. After being messed about by Currys recently, I have vowed to boycott them. I even had to contact the CEO by email. I still received a very poor service and no apology.

I think it is about time that everyone stays clear of Currys and other parts of the Dixon group.

tonyhawken

squirrel88 wrote: »

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!

You get some response if you email the CEO (john.browett@dixons.co.uk). Even then the response you will get will be poor. It would be nice if every angry customer emails him to tell him that they are now blacklisting Currys and PC World.

tonyhawken

Talen wrote: »

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.

You never have to accept a repair, you can opt for a replacement or refund. The best option is the refund, as once you get this there is no opportunity for them to mess you about further.

I suggest that you ring Trading Standards. I did this and followed my complaint by an email to the CEO (john.browett@dixons.co.uk). You do get a much better response if you do this, but even so you will find that their response is still poor.

In the end once you have sorted out your problem with Currys, you will find that you have wasted a lot of time and greatly increased your blood pressure.

In future you need to boycott all of the Dixons group - they all give bad service. Even better still contact the CEO by email and tell them that you are boycotting them as they are now on your blacklist.

tonyhawken

weeman229 wrote: »

Hi we purchased a new fridge on line on 17th Sept delivered 19th sept Great
Then we discovered it was broken. After a week of calls to the service department, engineer reports, replacements codes non existent manager who are always in training or meetings we still have a broken fridge with the loss of all our food.
Promoses promises promises are all you get from this lot of money grabbers.
Once this is settled and belive me it had better be soon, then I will be making it known all over the place just how bad their 'service' is.
Now going to Trading Standards to see them and claim our money back on the credit card.
Buyer BEWARE OF THESE FOOLS:mad:

You should by law be able to obtain a refund by Currys. They will tell you that they need to get this authorized by the manufacturer. Ring Trading Standards. Then send an email to the CEO (john.browett@dixons.co.uk), asking for a refund under the Sale of Goods Act.

Once you get a refund, never ever buy anything from any part of the Dixons group. This includes PC World - they are even worse.

PETE_2

Currys have spent a lot of money upgrading our local branch (Bedford), and the sales staff that we dealt with were excellent BUT, when things went wrong, their customer service was shown to be as bad as it ever was. This leopard has certainly not changed its spots regardless of how it seems from first impressions.
Their mantra still seems to be that a customer (=profit) is valued but should anything go wrong (=cost), they become a b....y nuisance.
In our case it has taken 10 days (and 4 fridge freezers) to resolve our issue and they have offered a derisory £20.00 in compensation.
I will be writing to Mr John Browett (CEO DSG Retail - Currys parent company), again this afternoon to express my disgust at the way my complaint has been handled.
I didn't receive a reply from him to my original complaint so I have no high hopes for my follow up - he is obviously far too important to consider a reply to a let down customer.
I will never deal with them again and I would advise anyone who does, not to expect too much from them when / should things go wrong.

biscit

Tozer wrote: »

People like the MD of Currys receiving hate mail, "work" correspondence and even people turning up on a Saturday morning at their home address with their faulty item.

I think I agree that writing to the home address doesn't serve any purpose, but if customer services have been given a chance to resolve a complaint and have failed to do so, then writing via the MD is a legitimate avenue.

Will they deal with it personally? No, but they will send it bouncing down to the upper levels of customer service with a note attached saying "Get this sorted." The fact the MD hates such letters means they don't want the customer writing to them again, so they have an interest in throwing the complaint down with the full weight.

PETE_2

Now received a reply from a Mr.Browett's lacky telling me that " and I can confirm no further contact will be made regarding this issue."
Dismissed or what ?
Buyer Beware.
Peter.