Vent - Curry's PC World

china_anne

We bought our son a Nexus tablet from Curry's last July. We received a 'system update' a few weeks ago, installed it and then next time he let the battery go flat it simply would not recharge. We took it back to Curry's who tried to fob us off saying our son must have damaged it by not putting the adapter in correctly. Only when my partner pointed out there were four possible reasons why the battery may not be charging and that it is a known fault with the Nexus did they agree to send it off to be checked/repaired. We were told this would take 7 to 10 days on 01/03/13.

A week later I called for an update and was told it was still in the shop, they had not booked it in with the repair company yet. It was finally booked in, once more we were quoted 7/10 days however, could not get them to say if it was 7/10 days from when we left it or 7/10 days from when it collected.

Chased them again and was told it was collected from them on the 12th March but had not been received by the repair company until the 18th (that day). When I asked how come they told me it had been sent to the Netherlands, this was the first time this had been mentioned.

So once again we are looking at another 7/10 days, then however long it takes for them to arrange collection/delivery.

I can not begin to tell you how disappointed I am with their after care service. My son has now been without his tablet for 3 weeks we are possibly looking at another 3 weeks before it returns and then only if they can fix it.

The staff are polite but I don't think there is enough of them working to process faultly goods and they are bound by the systems the powers that be have put in place.

:mad::mad::mad::mad:

battleborn

Nexus is a good little tablet.
I would say to repair this though, expect a min of 5 weeks, simply because of where it has to go and what needs to be done, plus the people who repair them probably have lots of other repairs to do.

Dont get angry and stressed, be patient i am sure you will have it back in about 2 to 3 weeks.

china_anne

What your saying is fair enough. I'm just annoyed at the fact we were were told 7-10 days at first and it then just sat there for a week.

Just wished they had given us realistic information at the beginning. Feel like we were lied to, especially because they tried to fob us off at the start. Other folks may take their word for it and end up forking out £50 to get the repair done themselves.

Really do think its 'no care' rather that 'know how'.

ethansmum

Well fancy that! I could have written your post word for word!

My nexus also died, they too blamed me (have you tried charging it up Madam?) The thing is totally DEAD. I was told however that it was going to Asus in the Netherlands and that it should take 2 weeks. Surprise, surprise, that 2 weeks is up tomorrow and I've not heard a word from them.

I'm pretty annoyed as all my books are on it and I'm on holiday next week- so I've nothing to read!!!

china_anne

Exactly...you just want them to be honest. Our boy has Attention Deficit Disorder and as far as he is concerned they said 10 days, its been more than 10 days so I should have it.

We do limit how long he goes on it but without his minecraft he is hyper for longer.

You just want to be told the facts and not fobbed off.

robatwork

ethansmum wrote: »

I'm pretty annoyed as all my books are on it and I'm on holiday next week- so I've nothing to read!!!

I dropped a book on the tiled bathroom floor the other day. And it got a bit wet. And then some sand got into it. Then I lent it to a few friends.

It's fine now though.

ethansmum

robatwork wrote: »

I dropped a book on the tiled bathroom floor the other day. And it got a bit wet. And then some sand got into it. Then I lent it to a few friends.

It's fine now though.

LOL! yes I've now bought paperback versions instead - so much for wanting to turn 'green' and save paper. anyway I've now been told it will be returned in 3 weeks!!

battleborn

You should all make Google aware of the issues, you never know they may do something.

Esqui

The repair service on the Nexus is pretty awful. They are in the middle of switching courier, too. To book one in for repair, you have to call Asus (might be on hold for a few minutes) in order to get an RMA number. Then you need to go to the RMA website, fill in store details, phone numbers, reference numbers, serial number, fault and so forth. Then you wait for an email. The email then either gives you a link to the courier's website to book and print the shipping documents, or tells you that you'll receive a phone call within 48 hours to arrange (and has the shipping documents sent in a format that the tills can't open). Once you've arranged that, the tablet needs to be packaged up ready for collection. If the courier fails to turn up (as does happen far too often), you then need to call Asus again who pass it onto the courier, who will ring you back within 48 hours...maybe.

And that all has to be done in between serving customers and working on in-store jobs.

So it's not for lack of trying, but the difficulty of getting them collected for repair is prohibitive. I've got two of them which have been in-store for 10 days because couriers haven't shown up or got back to me.

battleborn

Esqui wrote: »

The repair service on the Nexus is pretty awful. They are in the middle of switching courier, too. To book one in for repair, you have to call Asus (might be on hold for a few minutes) in order to get an RMA number. Then you need to go to the RMA website, fill in store details, phone numbers, reference numbers, serial number, fault and so forth. Then you wait for an email. The email then either gives you a link to the courier's website to book and print the shipping documents, or tells you that you'll receive a phone call within 48 hours to arrange (and has the shipping documents sent in a format that the tills can't open). Once you've arranged that, the tablet needs to be packaged up ready for collection. If the courier fails to turn up (as does happen far too often), you then need to call Asus again who pass it onto the courier, who will ring you back within 48 hours...maybe.

And that all has to be done in between serving customers and working on in-store jobs.

So it's not for lack of trying, but the difficulty of getting them collected for repair is prohibitive. I've got two of them which have been in-store for 10 days because couriers haven't shown up or got back to me.

Name and shame that courier company

Esqui

TNT is the old one they were using. I'm not sure who they've switched to now because of the three booked in with the new one, not a single one has been collected!!

I don't see why they don't just use DPD for the Nexus like they do for Asus laptops.