Currys Tech Guys Will Not Reply To My Complaint

rickyvader

I have had a laptop in for repair with currys. First they gave my laptop to another person and then when i got it back it is not acceptable.

The screen was repaired but is now out of line (twisted) and the speakers now do not work.

I have sent many emails and get no response with an answer. (i think they must be trained to reply to an email, without actually answering anyone).

I try to ring but just get constantly transfered and little help.
Finally if i ask for a contact of a complaints manager, or similar, they say you are speaking to them.

This is bad as i paid an excessive amount for the insurance in the first place.

I have no idea of how to make a complaint to Trading Standards (or similar), so i will just end up with a broken laptop.

My experience is Currys customer service is in fact the currys brush you off office.

Help please!!

Esqui

If you booked it in via a store, go back and see them.

Otherwise, which email addresses have you tried? And have you also tried writing a letter?

rickyvader

Ive tried various different email addresses, the coverplan email, etc.
Last one i sent to was tech guys and they gave me a reference for my email but no actual reply.
Is there any point in writing if they dont answer an email?
And maybe you are right , just go in the store. But i wanted some sort of response before i went back in so they dont just say it not covered by the insurance any more, or similar.

How can it be so hard to get to talk someone who is prepared to answer a simple question?

Wish id bought from someone who understands what customer care means. Like Ester Ranson

Esqui

If it's been over 21 days (and it sounds like it has), you may be able to request the laptop is written off (get a claim number from WEH admin 0844 561 4000 and then take that into store). If you got it back the first time and reported the same fault within 7 days, this should count.

What sort of timeline are we looking at here?

rickyvader

Esqui,

I first dropped it off at the end of june. It was repaired on 7/7/09 on my paperwork.
When i went to collect it wasnt there and somebody had taken it to London, so i had to wait a week for it to come back.
Then i took a week to collect, due to working away.
I reported it the day after collecting it, which was the 31st July.

I think they will say that it works so its ok.

My point is that the screen is `wonky` and is hinging in just one hinge and so will get worse. The speakers are not correct - this wasnt a fault when i took it in for repair so not sure why this has developed.

To be honest i have lost faith in them so would doubt they would honour there 21 day write off.

Also i asked for it to be written off when they gave it to somebody else but they refused.

Thanks for you advice by the way, as i feel a little on my own on this.

Esqui

I can see why the write-off would be refused here, as the new fault is different (the speakers not working is a fault...the screen hinge could be considered minor cosmetic damage not affecting the working of the product). But you have a couple of things in your favour - namely that they sent it back to the wrong person (did the other person use it?) and that the faults seem to have occurred as a result of the repair.

To get the write off will rely on the discretion of the store/coverplan admin and them not hiding behind procedure (the latter is being discussed currently..we're being told not to hide behind procedure when it's not the right thing to do for the customer). There are branch advice lines the store can use, they may be able to help you (though it would seem from reading here, there are a number of stores who are very unhelpful)