Currys, Dixons & PC World BEWARE!!!

miketrim

I used to work for Currys and they were a real bunch of BANKERS then. Sounds like things havnt changed!

RP2X

Magyar:

I dunno where to start, I could write out a whole 5 pages of the issues of shopping at PCWorld and Currys and to your points to which I agree of with some....

Regardless to say and to cut a long story short, if people dont like our Store policys or procedures or feel they have recieved a bad service.... then dont step foot in another PCworld or Currys/Dixons store again !

But I can assure you..... you will come back !

I am however intrigued cos for 3 years ive heard how Costco and John Lewis Customer services are completly different from PCW as in u can buy a TV set and if it dies in 3 years u can come back and still get it replaced or get a full refund of the total u paid.... even if it cost £50 and £500 when u brought it !

kal25

imloobyloo wrote:

i too have had trouble returning faulty goods. i bought an hitachi 32 inch lcd tv which was reported faulty by their engineers. (tv 3 months old) they want to take the tv away (collecting friday) and say it could take up to 28 days. it needs a new screen and a new motherboard. what happened to 12 months warranty where we can return goods for refund or exchange. i feel that i have paid full price for reconditioned goods.

Hi imloobyloo, I would phone customer service of shop you had from. We had something similar(tv from comet) and was messed about terrible with getting engineer out. I was told they had 28 days from reporting fault for them to fix it otherwise we were entitled to replacement regardless. Engineer came out found problem ordered part to fix tv but as part didn't arrive in time, we had a note sent so we were able to go and get new tv. As I said just double check, but sounds very similar to our situation above.

MORPH3US

RP2X wrote:

But I can assure you..... you will come back !

The arrogance astounds me.....

I think we'll have the last laugh though because internet shopping gets a bigger and bigger market share every year and sh*te like Dixons group can't compete....

M

RP2X

MORPH3US wrote:

The arrogance astounds me.....

I think we'll have the last laugh though because internet shopping gets a bigger and bigger market share every year and sh*te like Dixons group can't compete....

M

Arrogance? Well ill point out Ignorance then have you read this thread even.... Read it properly and u will see several people have complained and then still gone back to PCWorld/Currys....

And I can assure you since its my job, we deal with nasty people who only come in to complain.... and guess what 3 weeks later there back there again buying a mouse.

Obviously I dont generalize but when people on this very thread complain and still say they go back

Last laugh? You do know that Currys and PCworld launched "Collect @ Store" ? Were making millions, customers buy online at cheaper net prices and collect it at there local store.

Obviously I still dont recommend buying from PCworld or Currys, your far better off purchasing online theres always a cheaper site about/and well your gonna deal with the Manufacturer most likely after 28 days....

shark_2

It amazes me how the DSG companies [Dixons, Currys, PC World] can use their own interpretation of laws with regards to the consumer legislation contained in the Sale and Supply of Goods Act 1994. This states clearly that the contract of sale is between the seller and buyer. So after the 28 day period, it is up to the retailer to satisfy consumer law, even though the buyer has statutory rights with the manufacturer ie. 1 year warranty.

royalsteve

HigherIQ wrote:

It amazes me in this day of "enlightenment" people like yourself are too quick to generalise everything!
I personally worked at Currys for over 6 years. My knowledge was far superior of most customers, in most areas of the store. And on occasion, when I got taught instead, I went away and researched what I could.
You cannot expect any induvidual to know about 6,000 induvidual products. You couldn't yourself with the rapidly changing electrical market. What we were offered was chances to keep up to date with technologies.
Where Currys is let down is their staffing policy, and more-so, the pay. They pay peanuts, and get monkeys. The average age of someone who came and went where I worked was 18. And a lot of them, although there were always exceptions, wanted the job for the money, not the job. There were, and probably still are people like me who cared to learn about what we sold, and actually enjoyed giving customers the benefit of our knowledge.
Perhaps you should of come speak to me - might of given you a new view of a salesperson!
Onto the original post - I never personally worked in St.Helens, but I worked in Currys Speke Liverpool. Although I cannot comment on your specific problem, generally speaking, our in-store policy beyond 28 days was to refer to the manufacturers warranty. This is not to say the manufacturers are solely responsible, but Currys takes the easier, and cheaper step to let the manufacturers state the warranty terms.We always dealt with the booking engineers, confirming faults, swapping replacement parts, or even replacing the entire product.
Furthermore, as the staff with face-to-face contact to the customers, we had no authority to go beyond what the manufacturer warrant offered. So no matter how frustrated you got within store, your efforts would of only annoyed staff who were probably only trying to help you within their own means!
ps. I eventually quit because they removed commission from sales.

its up to the retailer to deal with any faulty item and where appropriate offer a replacement or refund...the customer has a contract of sale with the retailer, not the manufacturer. There will undoubtably be a contract between the Retailer and manufacturer or distributor. DSG would be failing in its responsibility if this is true - though it wouldnt surprise me - its the reason why i would only buy electrical items in euronics franchisees, john lewis or costco

Manufacturers provide warranties as an obligation to satisfy the law/regulation and beyond this as a means of goodwill as they have faith in their product - ie. some Miele washing machines have 10 year warranties (with certain claim limitations)

With regards to the hoover you may be able to claim a refund as the item is not fit for purpose, and is unsafe for use

checkout the DTI, Business Link and Consumer Direct sites

http://www.consumerdirect.gov.uk/your-rights/fs_c04.shtml#1
http://www.businesslink.gov.uk/bdotg/action/layer?topicId=1074027367
http://www.dti.gov.uk/consumers/fact-sheets/page24700.html

Mr_Gordon_2

Bucky wrote:

Just a bit curious to find out why you continued shopping with them if you've had nothing but problems with them

Generally the problems seemed down to them not being very well organised rather than defective goods, which has only happened recently. As I said at the end of the post I picked a Kenwood oven a few months back, meaning if I wanted the matching hob/hood I could only get that from Dixons/Currys unfortunately.

Price was really the other main factor in choosing Dixons, as their prices after discount/cashback generally were very reasonable. £50-£70 off three appliences buys the fourth .

The final item I'd ordered last week was a Hotpoint Tumble Dryer, unexpectly due to the old one being damaged while work was going on in the house. Again this was £70 less than the local stores, and £30-40 less than most websites. I needed it fairly quickly and was offered delivery for the weekend which was fine. I placed my order and chose the following Saturday for delivery as I usually do. Four days later I get an email thanking me for my order, but unfortunately my 'card couldn't be authorised, so it's been canceled'. Why it takes them four days to work this out I'm really not sure when a pending transaction shows up the following day. They also inform you they can't tell you why this is followed by the favourite 'contact your card issuer, not us!'.

I still need my dryer so I placed another order, but had to opt for Sunday as I'd passed the Saturday timeslot. This time it's come down another £10 in price and the money was taken a couple of days later. Call on Saturday to say it's coming the following day, which it did. Delivery men lift it in and place in on the floor where it sat until I unpacked it later that evening.

Removed the packing from the front of the unit, and what's staring me stright in the face but a massive dent right in the middle of the door. Customer services are closed by this time, so on Monday morning I called the geographical number from saynoto0870.

Called this and the woman takes all my details then tells me I need the dept for faulty goods. Call that number, get put into a computer guess system where you say "hotpoint", and it says "was that hoover?", eventually getting through to a person. She takes all the details over again, including everyting I've been asked by this computer. She asks for the recepit number, which I said I don't have as it was bought online and you don't send out receipts for around two weeks usually. She asks if I collected the item myself as it could.. (have been dented by myself!) I didn't let her finish and said I did not, as I've said it was bought online obviously it would have been delivered. Then the corker "is the massive dent noticable" I couldn't believe she actally phrased it like this as a serious question. I tried not to laugh. Yes, very! "Ok, we can send someone out with a replacement door" which I refused and said I didn't accept damaged goods on arrival.

I was sent looking for the serial number three times as the first twice she didn't think I should know, where it is, the fact it starts with a 6, and isn't easy to find. Eventally got a returns number and was told to phone customer services again to arrange collection and replacement. Called them (again 0870 as there was no alternative), followed the options she said and ended up being put through to Hotpoint! The helpful guy there told me to call Dixons back again and press anyting but tumble dryers or hotpoint or faulty . Worth noting, Dixons are redirecting you to Hotpoint via their own 0870 number! I called agian and was put through to Dixons this time. The guy had no idea what he should do, and give me another number. This turned out to be the faulty goods number who told me to call him, he then gave another number which turned out to be the one I'd called and got him on!! At this point he asked me what I think he should do

Finally get someone who is interested in the return number, takes all the details all over again, and says "oh, head office will need to contact you regarding this, as it's not just a new order", "that'll be sometime today or sometime tomorrow". I gave up at this point as I needed to get to work.

Alas, today and tomorrow passed and no phone call. I called them tonight and pressed the option to complain! followed by a que (wonder why). He said, I called at 10am on Monday so it'll probably take at least two days, so it'll maybe be tomorrow sometime, if not give them a call back.

Meanwhile I have no dryer, and this damaged one in the hallway awaiting collection. They certainly don't value their customers, after spending 8-10 thousand pounds with them this year. I won't be using them again this time. Apoloigies if that was a bit long winded, but this one has me rattled

N9eav

Hmmmmmmm ..... I just bought a Miele washing machine from Currys. Thanks to the great discount codes I found on this site, I saved £200. Cheapest deal in the country. Thankfully I will rely on Miele's own 3yr guarantee. But I am going to make sure that I check the machine over well when it's delivered!

RP2X

Id always recommend checking out and research the product before purchasing it ie Belkin products in store offer a life-time Warranty, one quick call to Belkin and once u get a case number it can be returned no hassle

Its far better to rely on the Manufacturer then the Point of Purchase I find, had the same issue with many products online when my graphics card died Ebuyers website said we dont deal with repair/exchanges please contact the Manufacturer and I phoned them and got it exchanged. Same with my TFT it died after 2 years, phoned the Manufacturer and within 3 days a refurbished unit was awaiting me

Tried emailing/phoning Microdirect.co.uk and it took them 14months to Refund a faulty graphics card, thats when they emailed me 3 weeks after purchase saying a Refund would go thru to your bank account..... Thats why I cant argue too much compared to some companies its minor.

So it just goes to show sometimes the Manufacturer can do it better Support wise.