Problem with Currys and the "TechGuys"

northwest_3

After 2 months we've only just resolved an ongoing problem we had with Currys following the purchase of a Digitrex CTF2671 LCD TV.

After about 10 weeks, a problem developed with the sound quality where we had a constant background hissing noise. After doing all the usual troubleshooting, we went back to the store. Cutting a long story short, the sequence of events was as follows:

• Shop manager kept the set in the store for a week. Because the set was only a "portable" (actually 26") we weren't given a replacement in the meantime. Eventually he declared that he couldn't hear any problem and returned the set to us
• Complained to Currys Customer Service, going through multiple dialling options to get the right department, they advised us to refer it to their repair service - the "TechGuys"
• 1st visit - man took a look at the set and concluded that it was the Scart lead that was the cause of the problem. Replaced it at our own expense, no different so called them again.
• 1st "repair" - nothing appeared to have been done other than "factory re-set". No improvement so called them again.
• 2nd repair - speakers replaced. The problem sounded worse if anything.

At this point we really pushed the matter with their Customer Services when we were advised that Currys policy is that they need to have 3 efforts at repair before they would consider replacement so reluctantly we called out the "TechGuys" a 4th time.

When the set came back this time after the 3rd repair it was delivered by a courier firm in a lightweight cardboard box, the delivery man wasn't even aware that it was a TV set. When we set it up there was no sound and no picture - the screen had been chipped!

From initially referring the matter to the store and this point, 2 months had elapsed. This time we really pushed the issue with the CS Team and discovered that they have something called a "Medics" (?) team who sit behind the call centre operators and actually make the decisions on these matters.

To be fair, after an initial attempt to suggest that it was the shop manager's decision, the person I spoke agreed to a refund after I'd argued that I was not interested in a replacement.

Lessons learned:

• This is a personal view but I'd never buy anything from Currys again. If you choose to do so, be aware of their "3 strikes" repair policy and get into their "Medics" team at the earliest opportunity
• Be wary of Digitrex. We picked the set because it seemed a reasonable price but it's true to say that sometimes you get what you pay for.

Chimpofdoom

Well Digitrex are actually a rebranded TV, i believe currys own brand, and a friend of mine who works for them says to avoid them completely!

But as they say.. you get what you pay for!

Anyway as for currys policy Esqui is the man to talk to, but if they hold your TV for more than 28 days your entitled for a refund/repair.

Esqui

You rang?

There's actually no '3 strikes' repair policy written down anywhere. To all intents and purposes though, most stores will replace after 3 because it's stupid to do so after. With own-brand TVs though, there's often a bit more resistance, as there's actually no 'exit route' for them - any exchanged ones have to be resold as pre-owned. Which no-one likes to do.

There is a 28-day rule if the repair takes that amount of time, and you can get a loan with Whateverhappens premier club please don't flame me for that but it's true