Currys- Whatever Happens.

wharty

Hi we currently have the "whatever happens" cover on a washer dryer we bought just over 3 years ago costing around £6 per month.
Since the day we bought it we have called these people out 8 times, 7 of which have been the same problem(heater box), but this latest problem has caused a flood in my kitchen which has spread in to the living room, soaking the carpet and has now damaged the skirting boards and door frame.
We have asked for a new washer dryer the last 3 or 4 occasions and have been told they won't give us one they will just keep replacing the parts.
I think the washer dryer is dangerous and even the repair guy told us not to leave it on while we are out!
Anybody have an idea where i can take this complaint, or does anyone have any similar stories with regard to "whateverhappens"
I will just add that the guy that came today also said to claim on the house insurance! Why the hell should i, and what happens if the same problem happens again, should i claim then too? Yea right mate your taking the mick.

123tracy

I have had cover on my tv for 6 years on my TV from Currys and I am at my wits end, on March the 8th I made a terrible mistake and tried to claim on my policy, as I could not turn my TV on unless I was up close to it. The TV got picked up and taken away for two weeks, to be returned in the same state, I contacted what ever happens and told do not worry we will right off and give you vouchers, six weeks later, 35 telephone calls, three further promises to w/o, several apologises for how bad I have been treated and that there is a error in their system, my TV was picked up a week ago, as a w/o, thrown into a back of a van without any protection and I am now told my claim is being investigated, as their is stanly knife marks and no replacement can can be given until this is resolved. I have been cut off several times, laughted at down the phone and now to the point that I do not know where to turn, I have no TV and have paid for this policy for six years. I have sent a letter of complaint two weeks ago, which I have received no response. on average I am calling them twice a day, with no progress. Their delivery man laughted when I said how I have been treated and said to me this is the norm. I am at a loss what I can do next, if anyone can suggest a way forward I would really appreciate, the stress this has caused is unbelievable, as I have never dealt with such a unhelpfull company, even the complaints handler cut me off, when I explained the terms and conditions state after 21 days if no repair then money back

LittleMissMPB

wharty wrote: »

Hi we currently have the "whatever happens" cover on a washer dryer we bought just over 3 years ago costing around £6 per month.
Since the day we bought it we have called these people out 8 times, 7 of which have been the same problem(heater box), but this latest problem has caused a flood in my kitchen which has spread in to the living room, soaking the carpet and has now damaged the skirting boards and door frame.
We have asked for a new washer dryer the last 3 or 4 occasions and have been told they won't give us one they will just keep replacing the parts.
I think the washer dryer is dangerous and even the repair guy told us not to leave it on while we are out!
Anybody have an idea where i can take this complaint, or does anyone have any similar stories with regard to "whateverhappens"
I will just add that the guy that came today also said to claim on the house insurance! Why the hell should i, and what happens if the same problem happens again, should i claim then too? Yea right mate your taking the mick.

I used to work for currys customer services not so long ago so may be able to help (there is a reason I left...)

Call the helpline and tell them you want a replacement. Tell them the machine is dangerous, that you are scared to turn it on incase it causes damage to the rest of your kitchen (which you will then claim back off them through courts if necessary to repair your whole kitchen). Don't claim on your home insurance, it sounds like the repair guy was being lazy. You should have had a replacement by now. The promise under whatever happens is to repair the fault or get the parts within 21days of the first callout. If they keep having to come out, to replace the same part, then, in my opinion, the fault hasn't been repaired and you are over the 21 day rule, so should be entitled to claim from that on its own. To be honest, your best bet is to call into the store your bought it from and leave them to get the replacement. You shouldn't be going back and forth trying to do it. Don't accept no for an answer. If I know store managers like I do, some will try to help, and others will try to fob you off by telling you they can't do anything in store and you have to ring yourself (not true), but don't leave the store until they agree to make the calls for you. Tell the manager you want them to call Whatever Happens escalations team and they should be able to write the product off and get replacement vouchers sent out. In my experience that team is very good, but they do not deal directly with customers, only the store.

I personally hate this type of story and when working for the company I used to feel personally guilty and do whatever I could (and I have many stories from when I worked there, many much worse than yours), it just shows how bad some levels of service can be. I've seen first hand that when it goes right, it's great, but when it goes bad, boy does it go bad. Despite this I do have cover on my appliances I bought from there.

Just as a side note - when you do eventually get your replacement vouchers, check the value they are for. They should be for an equivalent specifiaction machine, but check that you can buy one with the equivalent specifications as sometimes they miss things out when looking how much to value the vouchers at. It is possible to call them and get them to send additional vouchers out to cover the difference... just saying... it may be worth seeing if you can find somehting

CoolHotCold

LittleMissMPB wrote: »

It is possible to call them and get them to send additional vouchers out to cover the difference... just saying... it may be worth seeing if you can find somehting

Sorry most right but the end bit is wrong, the store overrides the voucher amount in store if a equivalent is more expensive.

LittleMissMPB

123tracy wrote: »

I have had cover on my tv for 6 years on my TV from Currys and I am at my wits end, on March the 8th I made a terrible mistake and tried to claim on my policy, as I could not turn my TV on unless I was up close to it. The TV got picked up and taken away for two weeks, to be returned in the same state, I contacted what ever happens and told do not worry we will right off and give you vouchers, six weeks later, 35 telephone calls, three further promises to w/o, several apologises for how bad I have been treated and that there is a error in their system, my TV was picked up a week ago, as a w/o, thrown into a back of a van without any protection and I am now told my claim is being investigated, as their is stanly knife marks and no replacement can can be given until this is resolved. I have been cut off several times, laughted at down the phone and now to the point that I do not know where to turn, I have no TV and have paid for this policy for six years. I have sent a letter of complaint two weeks ago, which I have received no response. on average I am calling them twice a day, with no progress. Their delivery man laughted when I said how I have been treated and said to me this is the norm. I am at a loss what I can do next, if anyone can suggest a way forward I would really appreciate, the stress this has caused is unbelievable, as I have never dealt with such a unhelpfull company, even the complaints handler cut me off, when I explained the terms and conditions state after 21 days if no repair then money back

TBH... I would go down the legal route and take them to court. I think you have done everything you can from the sounds of it. If you don't want to do that, you need to be calling more than twice a day. Get the store you bought it from involved, tell them you want regional managers involved, be in their store as much as you can, tell them you are happy to wait while they make calls on your behalf... .and when this is all sorted, send a copy of your phone bill to customer services and claim the costs of any calls back. I honestly don't know what else to suggest that isn't in my PP to OP... and I don't know what good getting the escalations team involved will do if there is a question mark over the condition of the TV. Sorry I can't be of any more help.

CoolHotCold

wharty wrote: »

Hi we currently have the "whatever happens" cover on a washer dryer we bought just over 3 years ago costing around £6 per month.
Since the day we bought it we have called these people out 8 times, 7 of which have been the same problem(heater box), but this latest problem has caused a flood in my kitchen which has spread in to the living room, soaking the carpet and has now damaged the skirting boards and door frame.
We have asked for a new washer dryer the last 3 or 4 occasions and have been told they won't give us one they will just keep replacing the parts.
I think the washer dryer is dangerous and even the repair guy told us not to leave it on while we are out!
Anybody have an idea where i can take this complaint, or does anyone have any similar stories with regard to "whateverhappens"
I will just add that the guy that came today also said to claim on the house insurance! Why the hell should i, and what happens if the same problem happens again, should i claim then too? Yea right mate your taking the mick.

Ok first thing to do is get the JRS no's or Job numbers and write a complaint letter (with two contact numbers) state the facts only and the resolution you want at the end. Take it into PcWorld or Currys and ask them to forward your complaint (it will be emailed/fax'd to SaveOurCustomers) who will contact you within 24/48 hours with a resolution.

LittleMissMPB

CoolHotCold wrote: »

Sorry most right but the end bit is wrong, the store overrides the voucher amount in store if a equivalent is more expensive.

lol I worked for the store for 5yrs. The customer can either call customer services and complain about the voucher amount, or the store can call customer services on behalf of the customer and get given a voucher number over the phone. Overriding the voucher amount is not just technically fraud, but will cause problems when cashing up, and just cause discrepancies on the cerberus report.

CoolHotCold

LittleMissMPB wrote: »

lol I worked for the store for 5yrs. The customer can either call customer services and complain about the voucher amount, or the store can call customer services on behalf of the customer and get given a voucher number over the phone. Overriding the voucher amount is not just technically fraud, but will cause problems when cashing up, and just cause discrepancies on the cerberus report.

Things change, the store overrides the voucher amount while processing the sale and sends a email to TTG with all the details and they change the voucher amount at the end of the day. (and its not a voucher they get its just a code which Ultima (or Cougar if you are old style) will redeem).

sirmarcus

Escalate and complain to the Tesco CEO via sending him an email. You will find his email contact details at http://www.!!!!!!/.

Good luck and hope this helps.

LittleMissMPB

CoolHotCold wrote: »

Things change, the store overrides the voucher amount while processing the sale and sends a email to TTG with all the details and they change the voucher amount at the end of the day. (and its not a voucher they get its just a code which Ultima (or Cougar if you are old style) will redeem).

It was only a couple of months ago that I left the store, but I'm not getting into this as it won't help OP. Surely doing it that way leaves the system open for blatent abuse? SA can change voucher amounts for whatever the customer wants in theory. Whenever I did things like this (and it was my job to) you get the RA/Uplift number, process the refund/collection/delivery and get TTG to issue a voucher number over the phone (which can confuse admin but not cause problems). When I was there the customer was sent 1 or 2 replacement vouchers. 1 being the amount of a product of equivalent spec and the 2nd for any amount remaining on a fixed term Weh policy to put towards another weh policy on the new item. As far as I was aware Ultima was only linked with hotpoint?

Either way, I hope the OP gets the problem sorted out soon.

DCFC79

Why are threads being resurrected by one post wonders, its not that hard to see the date of the original post