Currys/DSGi Coverplan/Whateverhappens - TV "lost" instead of re-delivered

Esqui

derrick wrote: »

Use this one; 0500 304304 (free from a landline), works fine, just tried it.

Plenty more available on the saynoto0870 site, just put currys into the search box.

Wow, I didn't even know about that one!

derrick

Esqui wrote: »

Wow, I didn't even know about that one!

Posted previously, (9 days ago), this thread #7, one below your post

Tezcatlipoca

Still waiting...



The count so far:

• 35 days since I phoned Currys/DSG to report the fault on my Samsung LE26R73 LCD TV.
• 31 days since the "Tech Guys" engineer came out to look at my TV, and confirmed that it was indeed faulty.
• 24 days since Currys' Home Delivery service came and "Uplifted" my TV, for transport to the service centre.
• 10 days since Currys' Home Delivery service was supposed to deliver my TV back to me, but instead it was somehow LOST (unknown if while at the delivery centre or the service centre, neither could find it).
• 10 days since the guy from the "Medics Team" (who my issue had been escalated to) first called me back and I requested vouchers for a replacement under the "21 day rule".
• 9 days since the guy from the "Medics Team" called me back the second time, to say they still had not located the TV, and to confirm that he had initiated my claim for vouchers to purchase a replacement.

Check my email throughout the day, every day... no email containing a voucher code.

Check the post when I get home from work each day, just in case they ignored my request for email delivery and sent the vouchers by the post instead... no post from anyone in DSG.


OK, he said it could take up to 10-14 days (not sure if that is actual days or working days?), but I would've thought I'd have received something by now.

Esqui

I hope you've phoned back to chase

Tezcatlipoca

I'm going to phone them from work tomorrow if I have time.

Do you think I should have received something by now?

Esqui

I would have thought so. I'm sure it shouldn't take so long.

Tezcatlipoca

AGH! :mad: :rolleyes:

I've had pretty poor customer service before from other companies (heh, I used to be an NTL customer...), but this really is getting ridiculous now. I'm about ready to blow my top.

So, I phoned the "Medics Team" late this morning.

The guy I spoke to on Monday & Tuesday last week was not in, so I spoke to a different guy, and gave him a brief run down.

He checked the system, and found no sign of a claim having been initiated for me (let alone anything being sent out).

He asked if I'd actually been told to request the claim myself directly. I told him no, I had asked the original guy from the Medics Team to do it when I first spoke to him on Monday last week, and I confirmed it with him when I spoke to him again on Tuesday last week. As far as I was aware, all I had to do was sit and wait for my voucher code to be emailed to me...

He said that maybe the original guy had done it in a different way (by just emailing the claim people or something), but he couldn't check that himself, so he would get the original guy to call me back tomorrow (as he is due back at work then).

In the mean time, he suggested I phone the claim side of things & see if they have a record of it. So I phoned the normal number & went through the options he told me (3-1-1-2) to get through to the "21 day rule" claim people.

I spoke to a woman (stupidly didn't remember to get her name), and gave her a brief run down. She checked the system at her end, and found no record of a claim having been initiated for me.

She said that due to the poor service received so far, she would, on this occasion, pass it on to "Claim Management", and that someone from there should then phone me back within "24 hours".

So I'm now waiting on a callback from Claim Management and a callback from the original guy at the Medics Team.

I just want my code...

Tezcatlipoca

I gave up waiting for a callback, and phoned them instead this morning.

Phoned the Medics Team first. Different guy again. He told me that the original guy I spoke to was *not* due in today (nor was the guy I spoke to on Friday), and said that the Medics Team as a whole does not work weekends. I gave brief run down to the guy I spoke to. He said that he will look into it, and I may get a callback*.

I then phoned the normal 0844 no. & chose the options for the "21 day rule". Spoke to a guy who said he was from "Case Management". Gave him a brief run down. He told me that although I had not received a callback from them, it was still actually passed to Case Management on Friday, as the woman had told me it would be, and that they are just waiting on confirmation from the Tech Guys of it being over 21 days. Once they have that (2 working days, plus don't work weekends) then they will issue vouchers. He told me I should get a callback when it goes through (which I guess is what the woman from Friday meant).

So, it seems that there has actually been some progress. I just need the Tech Guys to confirm to Case Management that it's been over 21 days (which it has been, easily!) and then I will allegedly get my voucher code. So I guess it should be sorted by Tuesday, maybe Monday if they get on it straight away.

I'm still not going to believe it though until I have the voucher code.


*[He actually emailed me a short while later, apologising for me being told I'd get a callback from someone who wasn't actually going to be working today. He also said he had spoken to the guy from Friday (at home) and he apologised too. He said he had checked the claim system and my claim is now on there (as the claim people initiated it after *I* called them on Friday, as mentioned above). He said the guy from Friday will chase it up on Monday morning.]

Tezcatlipoca

And, at last, there is success!

I phoned Case Management this afternoon, talked to a helpful bloke who said I was actually on his callback list for today anyway. He gave me the code over the phone (he also said my voucher code should be on the way via email anyway, although it never did turn up...).

Went in PC World after work. Checked they had stock. Went home with a nice new TV

So, after however many days it has now reached, I finally have a decent TV again. And 'cos of the way prices have dropped & specs gone up, I've actually got a better & bigger TV than I had before, even though the voucher code was for £230 less than what I paid back in 2006.

momoyama

Ah, I forgot that Currys and PC World were the same group these days. I won't ever deal with PC World because of their customer service so I suppose this goes for Currys too. It's scarey that they have so many departments dedicated to fixing problems, including a complaints number. Presumably it happens a lot.

I personally wouldn't be happy with getting a TV for the equivalent spec'; I'd want the current market equivalent (IE a 2009 mid-price set in place of a 2006 mid-price set) though it seems you've got that anyway.

I'd also be looking to claim for my 'phone calls and time. I think some compensation is in order.

I suspect you won't be dealing with them again.