Currys and how MSE advice worked!

DocM

Hello,

before I start let me say I do not work for, nor have I ever worked for, Currys or any company associated with them - in fact I do not work in the retail industry or anything like it.

I purchased a PC monitor in September from Currys (perhaps if I had read MSE forums in more depth I would not have...) and it seemed to work fine until this past month when it began to exhibit a 'flickering' problem. Then it finally cut out on me entirely. So, armed with my MSE based knowledge of consumer rights (and a little extra research around the net) I trotted back to the store with my faulty PC monitor (not an inconsiderable task as I am waiting for a spinal operation). After standing at their 'knowhow' desk for half an hour I was finally served. In short I was told, 'we need to send it to Acer as it is under warranty. This could take up to a month'. I argued for a replacement as I work from home and spend most of that time on my darned computer. I argued in vain. I asked to speak to the manager, who came over after another fifteen minutes. He was short in manner, then rude, then disrespectful. He refused to give me his full name (even after addressing me as Mr XXXXX), or the name of his regional manager, or any email to send a complaint too. He told me I could 'call the helpline' if I was not happy. I did. Again, no dice. Left the store after over an hour, no PC monitor. Unhappy bunny - no monitor, no work, for a month!? Got home, consulted this forum further, then emailed Currys customer service, with copies to their UK CEO and head of customer service. (This was Wednesday).

Result: email yesterday and call today (Friday) from their UK head of customer service, apologising and asking for details. Held conversation. I was told that it is NOT company policy to refuse to provide a manager's name or contact information to make a complaint. Then had another call from the regional manager to inform me that a replacement PC was waiting for me at store.

I have read the numerous horror stories here and throughout the web. I am sure they are people who were as, if not much more frustrated than me. Certainly many of them had to go through much more. But it seems, in this instant, it worked out and Currys got on top of the issue right away. I can only wish other people might get better service in future as a result. Clearly Currys have some major work to do, but in this instance they tried darn hard, real fast.

I wanted to point out the positive that came after the negative, but I also wanted to say thanks to MSE and all the people in the forum who provided the ammunition (templates, information, email addresses and their experience based support in general) for me to win this one.

bod1467

I am happy you got a satisfactory result.

I am sad that you posted this in the wrong board. (Should have gone in Praise, Vent & Warnings).

DocM

Newbie error, what can I say?

mattyprice4004

It's worthy of note that while it's good you won, they didn't legally have to replace there and then.
The retailer can repair, replace or refund at their discretion, and as such a repair is acceptable. They probably just didn't want the bad publicity.

Although SOGA mentions significant inconvenience being a factor, this is more likely to apply to products such as a wheelchair (being without one would affect the user's quality of life) rather than a monitor being away for a few weeks which is non-essential (and if it is essential as part of running a business, you're better finding a supplier that offers quick replacement).

SuperHan

Another point - if you bought to use for business, the sales of goods act didn't technically apply... That's a consumer law.

The manager should have given you the e-mail address for complaints, but he has no reason to give you his last name. With that, you can find his address, his social media pages etc etc. As an employee there is no need for him to volunteer that information to potentially jeopardise his own safety (I've heard some real horror stories in this regard). A first name is more than enough to lodge a complaint.

But I'm glad you're happy.

MUMZ2BEE

DocM wrote: »

Hello,

before I start let me say I do not work for, nor have I ever worked for, Currys or any company associated with them - in fact I do not work in the retail industry or anything like it.

I purchased a PC monitor in September from Currys (perhaps if I had read MSE forums in more depth I would not have...) and it seemed to work fine until this past month when it began to exhibit a 'flickering' problem. Then it finally cut out on me entirely. So, armed with my MSE based knowledge of consumer rights (and a little extra research around the net) I trotted back to the store with my faulty PC monitor (not an inconsiderable task as I am waiting for a spinal operation). After standing at their 'knowhow' desk for half an hour I was finally served. In short I was told, 'we need to send it to Acer as it is under warranty. This could take up to a month'. I argued for a replacement as I work from home and spend most of that time on my darned computer. I argued in vain. I asked to speak to the manager, who came over after another fifteen minutes. He was short in manner, then rude, then disrespectful. He refused to give me his full name (even after addressing me as Mr XXXXX), or the name of his regional manager, or any email to send a complaint too. He told me I could 'call the helpline' if I was not happy. I did. Again, no dice. Left the store after over an hour, no PC monitor. Unhappy bunny - no monitor, no work, for a month!? Got home, consulted this forum further, then emailed Currys customer service, with copies to their UK CEO and head of customer service. (This was Wednesday).

Result: email yesterday and call today (Friday) from their UK head of customer service, apologising and asking for details. Held conversation. I was told that it is NOT company policy to refuse to provide a manager's name or contact information to make a complaint. Then had another call from the regional manager to inform me that a replacement PC was waiting for me at store.

I have read the numerous horror stories here and throughout the web. I am sure they are people who were as, if not much more frustrated than me. Certainly many of them had to go through much more. But it seems, in this instant, it worked out and Currys got on top of the issue right away. I can only wish other people might get better service in future as a result. Clearly Currys have some major work to do, but in this instance they tried darn hard, real fast.

I wanted to point out the positive that came after the negative, but I also wanted to say thanks to MSE and all the people in the forum who provided the ammunition (templates, information, email addresses and their experience based support in general) for me to win this one.

Can you please give the email address as I purchased a 3d tv back in May 2013 and I;ve had problems with it ever since and its been repaired twice to no avail!!

Cheers!!

wealdroam

SuperHan wrote: »

Another point - if you bought to use for business, the sales of goods act didn't technically apply... That's a consumer law.

Hmmm...

That's not strictly true.

The Sale of Goods Act covers all sales, but there is a small part of SoGA, Part 5A, which gives additional rights to consumers.

McKneff

Apart from your perception of their 'attitude' they didn't actually do anything wrong......