Currys - rude customer service

dvs

I agree. The whole DSGi group (Dixons. Currys and PC World) are poor at customer service. I buy a lot of computer equipment for myself, work and on behalf of others so I tend to use PC World as it's near and items are usually available immediately.

Last summer I had an issue over a computer they claimed on their Dixons website had a faster processor than it actually did. Even then they were disputing the error saying that I should have looked it up on the manufacturer's website rather that their own. Got a refund (not without a fight) and was able to buy a newer model for less from elsewhere so I forgave them. However, currently got a dispute with PC World over their refusal to honour a 10% voucher I received from them. As a result, I will not shop at their stores until resolved (although looking unlikely). Currently speaking to the executive office at DSGi and they are just as bad as normal customer services.

I think I will buy my computer stuff online from now on. It's usually cheaper (even with delivery), only takes an extra day or so and it means I'm not adding to the profits of that bloody awful company. I agree with plane_boy2000, I tend to buy from John Lewis and get them to price match Empire Direct. John Lewis are so much better at customer service and you often get extended guarantees etc.

dvs

Actually, just thought I'd add another thing. My local PC World store has the Collect @ Store area right next to the Customer Returns and Repairs desk. It's actually a really bad place to put the Collect @ Store section as all you see is staff arguing with customers who are trying to return things. Fair enough, half the time the staff are right to refuse refunds but the other half they are breaking the law by refusing accept that the consumer has rights.

EssexGirl

HeaddyMX wrote:

Five years ago I'd have assaulted him for the way he talked down to me, and I came very close then.

YOU are EXACTLY the type of person people who work in Customer Service roles fear coming into their places of work.

HOW DARE YOU! I have been attacked at work by someone who did not get their own way, they were blatently in the wrong, but just would not accept it.
Your kind obviously think that assaulting someone because they don't get what they want is the only way to go about life. That is a sad sad way to live. Why should staff on the front line have to put up with people like that? Why should people be scared to come to work for fear of attack?

I can't believe you are even admitting that on a public forum like it's some kind of badge of honour, that you are in some way BETTER than the poor person behind the counter who quite obviously in your mind is nothing more than a piece of excrement you stepped in on the street.
It's people with attitudes like that that make Customer Service staff adopt an air of "I don't care" when they see your kind coming their way. It's a defence mechanism, and belive me we can see you coming a mile off.

I'm not defending the shops in question as they may not uphold the rules and regulations in the proper way, but personally i don't go into a shop with an attitude like that, as i know it won't get me anywhere. Be nice to Customer service staff and they may be more pleasant to you in turn.
We are not all thick as two short planks ( although clearly there ARE a few planks shorter than others ) , and the majority of people actually enjoy the work we do, but it is at the end of the day a means to an end. We need to pay the bills, keep shoes on our kids feet etc.

Climbs off soapbox.

Please note this is not a personal attack on you, just the general attidude that seems to follow customers around these days.
Oh and no I don't work in retail.

cryptokit

hi,

I do work in customer service, and I can promise you that customers who are polite, reasonable and honest generally stand the most to gain. Yes, there are sometimes rules we cannot step around or over, but there are some we know are a little more "flexible" perhaps than others. If thre is any discretion involved, you can gaurentee that being polite and reasonable will get you as much of it as can be given. Walking up, throwing an item at us and making threatening gestures is as likely as not going to get you the legal minimum we have to give you, and thats it.

Treat as you like to be treated. 9 times out of 10, its all you need to do.

tomstickland

whatsits wrote:

We have obviously went to different branches but don't like one silly little idiot put you of a whole retailer!

"we have obviously went". Do you aspire to work for Curries? Maybe doing some Google searching.

I can promise you that customers who are polite, reasonable and honest generally stand the most to gain

I've always found this to be the case. A number of times I've benefited from being polite when the staff member has had to deal with an abusive customer beforehand.

HeaddyMX

Wow, I didn't think this thread was still going on - I had seen a couple of others here about Currys, did some research on the Internet and it seems I'm not alone.

EssexGirl wrote:

YOU are EXACTLY the type of person people who work in Customer Service roles fear coming into their places of work.

HOW DARE YOU! . . . Your kind obviously think that assaulting someone because they don't get what they want is the only way to go about life. That is a sad sad way to live. etc. etc.

Disclaimer or no, I'll have you know - until the moment I left the store, I did my utmost to remain calm and composed. I didn't say anything threatening whatsoever. I held in a lot of frustration - maybe too much. I'm the kind of person who - although I may look menacing - doesn't attack unless provoked. Yet you made assumptions about me, completely ignoring the fact I was verbally attacked first, and made claims about my life. I can't stand ignorance, but I won't bother arguing with selective readers.

But anyway, I've since sold the wireless network adapter on eBay for significantly less than the purchase price. I've also written a letter of complaint to Currys' head office and sent it weeks ago - no response (yet). I won't hold my breath.

Elmer_Dudd

HeaddyMX

I think this thread shows just how awful Curry's are despite certain people posting how wonderful they are and how badly treated the customer service staff are-bless 'em.:rotfl:

When they take your money and sell you faulty goods they are in the wrong-no matter what else anyone says!
Stick to your guns and take them on-they will lose in the end-I have just proved that to my great delight after the massive inconvenience they deliberately put our family through.:mad:

If anyone has any sense they will/would shop elsewhere.

Be careful out there,
Elmer:cool:

HeaddyMX

Thanks for the vote of confidence Elmer...

It turns out I got a letter from Dixons' Customer Service Department today, saying they'd investigate internally. Good to see they do respond to complaints, despite reports that they don't.

More as it comes.

dvs

HeaddyMX wrote:

Thanks for the vote of confidence Elmer...

It turns out I got a letter from Dixons' Customer Service Department today, saying they'd investigate internally. Good to see they do respond to complaints, despite reports that they don't.

More as it comes.

I got an email saying that they would investigate my complaint and get back to me within 10 working days. They didn't, so I emailed again and got a response but the person who responded didn't read my complaint as they only addressed one of my issues and misunderstood what I was complaining about. So I've written back again but now not getting a timely response (from the so-called executive office).

I would love to take charge of the customer services there and try to sort them out. Whilst I don't believe that the customer is always right, the customer should always be treated fairly and with respect - something they don't always do. I am not excusing violent or threatening bahaviour from customers but customer services people need to understand that when a customer complains, they are probably angry and may come across rude when actually they are just letting their frustrations be known. I see a lot of customer service people take complaints too personally when the complaint is often not about them. If the customer services people took the first step in calming the situation by showing some understanding then the situation might get resolved more easily.

Sorry, just letting of steam - don't take it personally!

Elmer_Dudd

DVS

Currys Customer Service Email system is what can best be described as 'Smoke and Mirrors' to stall, confuse, obfuscate and kick into the long grass any complaints you make in the hope you will give up due to other life pressures.

Hold your nerve and persist. Despite extremely odd remarks from one off contributors like WHATSITS :rotfl: (Was he a Currys insider???-3 posts and vanishes up his own backside!) you are entitled under law for a full refund for faulty goods.:rolleyes:
This company can cause you untold misery and heartache-but if you have been sold a crock you will win in the end-Trust Me-I Know!:T

Be VERY VERY Careful Out There,
Elmer:cool: