Curry's poor service and attitude

jclc

As someone that subscribes to the consumer association “Which”, I regularly read their monthly magazines. They frequently publish league tables on retailers performance and customer satisfaction. I’ve noticed that Currys/PCWorld are always towards the bottom of this table and often wondered why this is.

Well, now I know why.

I recently returned a Panasonic microwave, that I bought 9 months ago, to one of their branches. It had developed a major fault, and I was told that because it was bought more than 6 months ago I wasn’t entitled to a replacement, but it would have to be returned to the manufacturer for repair and this could take up to 28 days.

I fully understand Curry's policy on faulty goods, and I know it’s not their fault that the microwave isn’t working, but on no occasion did I receive an apology or acknowledgement that this was going to cause me inconvenience.

Curry's policy of insisting on no automatic replacement after 21 days, despite a major fault, causes customers the inconvenience of being without their purchase for up to a month with no offer of compensation.

At the store I was met with a number of glum un-smiling faces that were avoiding eye contact with me and that kept uttering unhelpful phrases about Curry’s strict returns policy. It was like being confronted by a bunch of moronic robots that had been pre-programmed to speak a standard script on hearing the words “faulty product” from a customer. One person in particular would have cracked their face if they had attempted to smile.

Often when you phone Customer Helplines you hear the usual pre-recorded message along the lines of “this conversation may be recorded for training purposes”. It’s a pity I couldn’t have recorded and filmed my meeting at Currys. It would have made an excellent training film entitled – “Interfacing with customers – The Unhelpful approach”.

Is it little wonder that they always appear well down the “Which” consumer satisfaction survey league table list whilst the likes of John Lewis, Lakeland and Amazon always appear at the top.

Spank

Well the attitude stinks, but there is nothing wrong with offering a repair.


As you have read that they are a crappy company to deal with why on earth did you shop in curry's in the first place?

jclc

Spank wrote: »

Well the attitude stinks, but there is nothing wrong with offering a repair.


There is if it's a major fault and you are going to be without your purchase for up to 28 days and inconvenienced . I'm from the older generation who can remember the days when a 12 month guarantee meant just that. If something went wrong within 12 months you had it replaced on the spot. Specsavers do this, as I've discovered recently, so why not everybody else ?

As you have read that they are a crappy company to deal with why on earth did you shop in curry's in the first place?

When I went to Currys to purchase the microwave I received good service. I've bought over £2000 worth of goods in the last year, and again, on each occasion received good service - and with a smile ! - hence the line in my original post saying I was wondering how Currys are well down the customer satisfaction list. Based on my previous experience I thought that the good service would extend to their after sales - obviously not, as soon as something goes wrong it all changes. They are keen to take your money in the first place, but not so keen to provide a good after sales service.
From now on it is definitely John Lewis or Amazon for me.

SuperHan

Well, Amazon would have been even more difficult to get a repair from. Difficult to take back to the store at your convenience.

Esqui

"Unhelpful/rude" = "Didn't get what I wanted"?

mattyprice4004

So they're repairing it (which is as allowed by law) for you free of charge, but that's not good enough?
It's the same policy across many stores, you're going to be disappointed if you're expecting anything else!

stevemLS

You have unrealistic expectations

Fosterdog

As it is over six months since purchase they could have insisted that you prove the fault was inherent before even offering a repair so in that respect they have done more than they required by law to do.

It also sounds like they have arranged the repair for you with no fuss which a lot of shops don't do and just send you away to deal with the manufacturer yourself.

They may not have apologised but really they don't have to and to say that they didn't acknowledge that you would be inconvenienced, not everyone is inconvenienced by the temporary loss of a microwave, personally I only use mine once a month at the most and have gone periods of several months without using it, if mine needed repairing I certainly wouldn't miss it for 28 days. They don't know that it will cause you a problem if you don't tell them. The repair timescale is up to 28 days, not that it will take 28 days, it may be repaired and back with you in less than 10 days.

jclc

mattyprice4004 wrote: »

So they're repairing it (which is as allowed by law) for you free of charge, but that's not good enough?
It's the same policy across many stores, you're going to be disappointed if you're expecting anything else!

What was not "good enough" was their attitude.
I'm not saying that they should definitely give me compensation - wasn't really expecting that, but it was their attitude that really stank. Having spent over £2000 in the last 12 months at that store, just a "Sorry to hear you have had trouble with your purchase" would have been welcome and only takes a couple of seconds to say. Being courteous and appearing to be sympathetic is just basic customer care skills.
I was polite and courteous to them, (I didn't go in with guns blazing and demanding compo etc...) - I just "expected" a friendly face and acknowledgment of inconvenience which I didn't get. Not too much to ask for surely ?

artbaron

SuperHan wrote: »

Well, Amazon would have been even more difficult to get a repair from. Difficult to take back to the store at your convenience.

It would likely be collected. I spent £500 on a tablet which developed a slight fault after several months. I rang Amazon with the intention of asking for a repair and the bloke said no, he'd send a brand new one out to me immediately. I received it 18 hours later and arranged with Amazon for a courier to collect the old one, for free, at my convenience.

I don't understand why anybody would use Curry's. I'd rather do without.

jclc

Esqui wrote: »

"Unhelpful/rude" = "Didn't get what I wanted"?

"Unhelpful/rude" = Poor customer care skills.:(


"Unhelpful/rude" = Discourteous.


"Didn't get what I wanted"? Correct - what I wanted was a courteous response from them along the lines of "Sorry to hear you have had trouble with your purchase etc..".


Am I expecting "compo" - Not really, just an acknowledgement of inconvenience caused.


I didn't get either - so, no, I didn't get what I wanted.


Am I expecting too much - No I don't think so.