Shoddy Customer Service from Currys looking for advice!

saz_75

Hi
In July 2010 I bought a Samsung 40' LED 3D TV and bracket and knowhow installation service.
Knowhow came and installed TV/bracket to my fireplace wall. Then on Aug 29th 2013 I came home to find the TV had fallen from wall and smashed! The pressure from the bracket had made large holes in my wall that I needed to get re-plastered.
I phoned Knowhow explaining the situation, the first customer service advisor was very apologetic and thought they would cover costs and send new TV/bracket etc out to me until his manager advised differently. Knowhow work is only covered for a year.
I spoke to a Curry's customer advisor at a store in Edinburgh. He mentioned that there has been problems with the TV installations and that Knowhow have changed the brackets and nails used to install these items in the last year.
Due to the above circumstances I think Currys should be liable for the damage of the wall, TV and bracket. It was lucky the TV fell during the day when no one was in my property or could have caused someone serious damage of how it landed.
I have now phoned Knowhow 4 times, and on each occasion I have asked to be put through to the complaints dept to register complaint. I have been told they have done this and given me a reference number. I have been told since the start of September that the Property Team are dealing with my complaint and I will get a call back or email within 24 hours I'm still waiting!
Does anyone know the name of the Executive of Currys Customer Service and their email address to email them my complaint and hopefully get some form of communication back!

Kind Regards
Sarah

earthstorm

check ceoemail (dot) com

Fosterdog

Isn't this what contents insurance is for? They did a good enough job for it to hold the TV in place for 3 years.

I also didn't realise they supplied the bracket, when I bought my last TV and a bracket they asked if I wanted it installed but I'd still have to buy whichever bracket I wanted, different people want different ones (flat, tilt, swivel etc.) so would be strange for them to supply a set one for everyone.

It could be just as likely that there was something wrong with the way the wall was plastered, or the brickwork underneath.

Have you had somebody independent to do a report on what exactly failed?

CoolHotCold

It has been 3 years.

If you look at it from their point, it was fine for 3 years, whats to say it wasn't pulled down or moved and caused damage or something fell on it. If something has been fine for X amount of time it usually means something has interfered with it, either structurally or otherwise.

vuvuzela

CoolHotCold wrote: »

If something has been fine for X amount of time it usually means something has interfered with it, either structurally or otherwise.

That is really not the case - if so, nothing ever would go wrong or need maintenance. The wall could fail, the fixings could fail, the bracket itself could fail.

CoolHotCold

vuvuzela wrote: »

That is really not the case - if so, nothing ever would go wrong or need maintenance. The wall could fail, the fixings could fail, the bracket itself could fail.

Of course hence why I said usually, but the only way it would fall which could leave Currys liable is stress failure. But as it's been over a year the OP needs to prove it was either a inherent fault or not misuse or wear and tear. This is why home insurance was created, you can either go down the SoGA and SoGaS which would be very hard to prove it was Currys responsibility or claim on home insurance.

WTFH

After 3 years, I'd be claiming on my house insurance, not going back to the supplier.

I would hope that you're incorrect about them using nails - TV brackets should be bolted into the wall, but one other thing I'd be very wary of is mounting a TV above a fireplace - apart from the issue of the chimney heat affecting the mounting, the heat will also damage the TV display, giving it a shorter life.

pendolinoman

Yes, claim on house insurance, and if you have a policy that covers new for old, then you may end up with a better TV.

Don't waste time with Curry's or whatever their name is this week. All they are interested in is box shifting, and after market warranties.

[Deleted User]

saz_75 wrote: »

Knowhow came and installed TV/bracket to my fireplace wall. Then on Aug 29th 2013 I came home to find the TV had fallen from wall and smashed! Knowhow have changed the brackets and nails used to install these items in the last year.
Sarah

So that would be dontknowhow then. What are your walls made of? If they're brick there's no reason why fixings shouldn't last a lifetime. I have fixings that are still secure after several decades. Nails are the last thing they should be using.

Currys are useless, they brought one of my TVs back from repair with the screen all scratched after keeping it for months, and they broke another trying to remove a circuit board without undoing the screws. They spent a month trying to repair that too, before giving up and replacing it. A boss of mine had them keep his video for months once, he only got it repaired after buttering up the manager by giving him a guided tour round our lab at work.

If your buying anything from Currys, I'd ask them if you can have a discount if you take it without the guarantee.

power2havenots

Just got an automated reply from their customer service team in response to me emailing them (a week ago) details of the mess they made with my washing machine order. I was polite but firm:

Can I just thank you for your generic "copy and pasted" reply to my complaint (albeit with the date & time of my complaint changed at the top).

Its a week since my previous email and I am still no further on with what decision to take on what machine to keep. I'm glad to see its getting a full and prompt response. Abysmal doesn't even begin to describe your customer service!

Can I request that I return by Bosch washing machine and give my business to another provider?

I promise that if I receive another copy and pasted apologetic reply, with promises to feed my issues into your business plan for next year - I will most certainly never purchase anything from Curry's again!

Regards.


p.s. I do apologise for the abrupt and stern nature of my email. Be assured that any feedback I receive on this will be reviewed for future correspondence with yourselves.

SuperHan

power2havenots wrote: »

Just got an automated reply from their customer service team in response to me emailing them (a week ago) details of the mess they made with my washing machine order. I was polite but firm:

1 - Your post isn't explicitly related to this thread - it would be more useful to post it on a separate thread.
2 - This really belongs on the praise vents and warnings board - there is no consumer right issue here.
3 - If you would like advice on your issue and the treatment you have received from Currys, please elaborate on your situation