Currys TV warranty repair/replacement - complete joke!!

john11367

Thanks CoolHotCold, I went back in today at about 16.45 after hearing nothing all day and the same manager dealt with me again. He said he had contacted the service centre and that noone had looked at my TV yet (bearing in mind I left it with Currys for the second time on 15/02/14) but that once an engineer had verified there was a fault he would exchange the TV. I asked him why the fault needed verification when it was checked in store before being sent off for repair but didn't get much of an answer.

He was still incredibly dismissive and said he had told me all of the above this morning (he didn't, he told me it was two separate faults this morning and I'd have to wait a further 28 days from 15/02/13) - when I pointed this out to him he said that from reading the two job sheets it didn't look like the same fault...one said 'display turning off/failing to turn on' and the other said 'no picture just sound'. We were going round in circles but he at least did agree on this visit that once it is confirmed there is a fault with the TV he would exchange it as it was actually the same fault. I was told to expect a call either tonight or tomorrow morning, no call tonight so will be chasing it up again tomorrow.

I also rang the contact centre again asking how the exchange worked as in is it like for like or something equivalent to the value, and can I add to the price I initially paid etc and the guy was more than helpful but as you say the actual exchange seems to lie with the store and the contact centre staff have very little input over it.

I will absolutely be putting all my grievances in writing, I may hold fire until I see how tomorrow pans out but regardless of the outcome I will still be complaining because I have never encountered such an unhelpful member of staff anywhere as I have today and if it weren't from the advice I have received from on here and other sources I have no doubt I would have been fobbed off until god knows when, with no prospect at all of an exchange :mad:

Jakg

Although it's the store who's "normally" responsible, there are escalations routes available through the call centre to get another solution if your not having much luck with the store.

mattyprice4004

michael1983l wrote: »

John, I think it is not unreasonable to at this point expect a replacement or a full refund. Have you advised the store that the next course of action will be to make a formal complaint to trading standards about the store?

Also if you haven't already done so, I would make a complaint to Currys head office, not about your TV but about the manner in which your service has been represented by the store and its manager.

You have done well so far to hold your temper because if it was me, I would be not leaving that store until they gave me my money back.

Standing in a store and shouting doesn't always work - I've had a few people literally dragged out by security for similar in my past jobs.

Although you may think a refund is due, the law does not agree unfortunate.lay. They have the right to repair, replace or refund - the crucial bit is 'or' and it's their choice.

bod1467

Unless of course there are other T&Cs included in the contract which enhance your statutory rights (which is the case here).

Esqui

To answer an earlier question, the exchange will be for the original price paid if the same model is not available. You can pay the extra to get a more expensive TV if you want.

john11367

Currys just off the phone and they have verified the fault as the same as the original and so are now prepared to offer an exchange or store credit to the price I originally paid :j

Quite funny really, I had literally just finished a letter of complaint as suggested by CoolHotCold when the phone rang and was seconds away from hitting send. While I'm happy enough at the resolution, I'm still not happy about what it took to get there but at least it's all resolved.

Thanks again to everyone offering advice in this thread, as I said yesterday - without it I'd still most likely have gotten absolutely nowhere!

powerful_Rogue

Another company thats going to go the way of Comet.

All Currys have done is mess you around and got your back up. Had the manager just carried out the swap without all the BS, that would have been great customer service. One reason why I would rather spend the extra and go somewhere like Richer Sounds or John Lewis.

Hope it all gets resolved for you today - wouldnt hold your breathe though!

powerful_Rogue

Oops, we posted at the same time!

Great result - I take back my last comment about breath holding!