Currys - rude customer service

jodie

I have been emailing PC World for a few days about a complaint with a certain store and I thought the emails were going well, I just got their final reply to say they will find a reciept for me and send it, !!!!!!??? I never asked for a reciept or mentioned one, lol.

hollydays

kr15snw wrote: »

As an ex employee of a big electrical retailer (think orange and black) I find alot of the time the customer is the person in the wrong, but there are also times when other sections of the company screw up causing problems for the instore staff.

The rule for returns generally was:

If its broken we will do what is stated on the manufacturers warrenty. If the customer choses not to purchase our warrenty then we must do what the manufacturer states! There isnt a way around this without SERIOUSLY getting in trouble with the manufacturer.

Now some manufacturers are really annoying with things like this. I believe its Meile who say that from day one products must be sent away for testing, whereas nearly all others are replacement / warrenty if under 28 days. This caused many problems! I remember one woman bought a product in she had bought only 1 hour ago that wasnt working, well it had to go off for repair because thats what the manufacturer stated. If theyre not happy with that well then dont buy that brand again, or make sure you ask what the specific returns policy is on a product before you buy!

If the product is working fine and is unopened (i.e. can go straight back on the shelf) then a refund is fine to give. But we cant take back items just because 'I dont like it' as we then lose money because you cant sell it on at full price! It seems common sense to me...

One example of this was when a woman had a washing machine delivered and she rang to complain about it. It was exactly the one she chose but she decided that the colour did not go with the rest of her kitchen and demanded an exchange for the other colour choice. Well why should we? Its her fault. The company should not lose out just because she changed her mind / made a mistake. On this particular occasion she was offered a partial discount on the other product but she would have to pay to have the old one removed and then pay full delivery on the new one. She didnt take this so formally complained to the area manager. She was told nothing could be done at which point she decided to accept the original offer and was told that its too late (this was a good month after). In the end nothing came of it, and because she decided to kick up a fuss she lost out.

But like someone else said if customers are polite and couritous then certain rules can be bent, slightly. I remember serving a dear old man who had knocked his brand new iron (a few hours old) off the table and smashed it. He explained that he knew we probably couldnt do anything but he thought he would confirm by asking us. Well we exchanged it and put on the form that it came in the box damaged. The man was extremely gratefull and left with a smile on his face.

So what can we learn....

1. Always be polite to staff as they can slightly twist rules to help you, if your nice.
2. Ask about the returns policy on a product before you buy it (make sure you get the specific returns policy for that product, which can be found on the computer system. Like a catalogue?). This way you cant say its unfair that they have to send it away for repair if you already knew that.
3. Make sure you really want an item before buying it

But what has the company taught you about the Sale of Goods Act?

barvid

Two examples from this useless retail group.

1. PC World. I'm buying a laser printer. I ask someone how many black and white text pages I'll get out of a toner cartridge. He tells me 150. I open the box and the manual says 2,000. Why bother answering the question when you know nothing about the product?!

2. Currys. My sister buys a fridge which is broken when it's delivered. She rings customer service who (surprise surprise) tell her to ring the manufacturer instead. I'm a lawyer, and take a dim view of this kind of rubbish, so I get on the phone and tell a very surprised superviser that the retailer is liable, not the manufacturer, and I don't appreciate my sister being fobbed off with this kind of rubbish. Meanwhile, my sister has been trying for AN HOUR to get through to the store on the phone. The superviser offers the explanation that their priority is the customer in the store, not the customer on the phone, so they won't answer. Ah, I see - we're second class customers now, even though we've bought something that doesn't work. People who are just browsing are far more important!

Interesting that the DSG International website states that its policy is to offer "outstanding service to customers"...!!

kr15snw

Barvid: Thats where we were different. Never let a phone ring, even if it means telling a customer halfway through that you wont be a minute. Pick the phone up, take a message, promise to call back then go back to customer. This was so annoying as lots of time customers would refuse to be called back and wanted to be dealt with there and then. This would nearly always end up in us getting shouted at because of a silly rule that managment imposed on us.

UK007BullDog

I bought a wireless adapter at PC World.

They said to me if I unpack the item and use it and then find out it will not work with my system they are under no obligation to take it back (only if it is not working). I was told to ensure that my system will support it. His comment also was "We are not Argos". But the whole mannerisms and the way he spoke to me as if I was totally clueless and quite stupid rubbed me wrong and I will from now on buy directly from the internet and not go near the Dixon, Curry, PC World group at all. My last large white goods I bought from small local independent stores where they offer you service, advice and don't treat you like a pile of poo.

trisontana

I liked the piece on "Dead Ringers" last night:-

"Currys have announced they are no longer going to sell light bulbs. This is because the shop staff find the technology too difficult to understand"

HeaddyMX

trisontana wrote: »

"Currys have announced they are no longer going to sell light bulbs. This is because the shop staff find the technology too difficult to understand"

Beautiful

Impet_Limpet

jodie wrote: »

I have been emailing PC World for a few days about a complaint with a certain store and I thought the emails were going well, I just got their final reply to say they will find a reciept for me and send it, !!!!!!??? I never asked for a reciept or mentioned one, lol.

At least you have received a reply, I emailed many weeks ago and I am still awaiting a reply