Currys/PCWorld

trolleyrun

Warning, major rant coming along here.

I bought a tv in March this year, from Currys. A few days ago it died. Today was the first day I could take it back to the shop, due to work.

The manager there said they'd only send it for repair, but couldn't tell me how long it would take. Nor would he entertain the idea of loaning me a tv until mine is fixed. He point blank refused me a refund. I thought he was being quite rude in his mannerisms, although I was polite at all times when I spoke to him.

I took the broken tv home and called the manufacturer (Toshiba). They said they can't refund me as only the store can do that. They gave me a reference number.

I then called customer services for Currys. I first talked to a man who just kept repeating the repair mantra. I asked to speak to a supervisor/manager, mainly because I wanted to speak to someone in charge who might know what they were talking about. This manager proceeded to shout at me whilst I was explaining my situation. At this point I burst into tears, as I found the whole thing so upsetting. She told me I can't have a tv on loan as I didn't buy the Extra care packet, even though I wasn't offered this when I purchased the tv.

I'm on my own at Christmas and was planning on the tv keeping me company (the dog doesn't talk much). I now have the prospect of staring at a wall during the "festive" season.

I was eventually put through to the repair line, and after being treated like an imbecile (can you try to switch your tv on, unplug and plug it in again?), I was informed the earliest they can pick the tv up is 30th January. Then I'll possibly have to wait another 28 days before I'm told what'll happen.

The call centre manager refused to tell me whether I'd get a refund if the tv can't be fixed, she called it a hypothetical situation.

So now I have potentially the next 6 weeks without a tv, definitely the whole of Christmas without it. The way I was spoken to today was rather upsetting and I won't buy anything from them again. Having looked at reviews online, I'm not the only one unhappy about their customer service.

I don't need replies, just needed to get it off my chest - and possibly warn others that you might quite possibly not get very good customer service as and when you need it.

mossstitchmama

No advice to offer with regards to Currys but could you join a local group like Freecycle? You could possibly pick up a television for free just to get you through the festive period.

I gave away our perfectly serviceable CRT tv's when we got new ones for the kids a few years ago. Ok, so it might not be the same size or specifications as your broken set, but you could find a working set to tide you over, and then offer it to someone else who needs it when your other one is returned.

Jakg

I'm surprised you burst into tears about how you were "shouted" at by the employee when your entire rant suggests you spent the entire time berating and belittling everyone you spoke to!

NB - A repair or replacement is all your legally entitled to (not a refund, replacement or loan unit), but not being able to pick it up for a month isn't really on (I'm really surprised a national retailer can't get a faulty product within a month!). Surely it'd be quicker to get it picked up from the store?

Esqui

I presume OP meant pickup on the 30th December?

SuperHan

Currys are acting well within their rights. Unfortunately, it's the law that you've got issue with.

You could try negotiating with the store to take out their Whatever Happens Policy which offers a 14 day repair.

As upset as you are, you've got to appreciate that they're operating as a business, so will do your repair at the least possible cost, unless you pay for a better service.

The end of January is a bit unreasonable as a pick up, but at the moment I imagine their deliveries are chock a block for Christmas and then Boxing Day Sales, so the pick up capacity is probably less than normal.

Also, you're unlikely to get a refund if it can't be fixed, much more likely to get a voucher to buy another TV, which is usually their policy.

CoolHotCold

Can confirm OP has mixed up dates, it's 30th of December not January for pickup.

trolleyrun

Sorry, yes I meant 30th December for pick up.

I don't know where Jakg got that I was belittling and berating the staff, because I didn't do such a thing. I got upset because I was shouted at by a so-called manager and also that I'll be staring at a wall during the "festive" season and not a single person working for the company seemed to give a flying monkey as to help.

If the tv doesn't get repaired and they only offer me a voucher I'll be extremely upset, as I don't want ever buy anything from them ever again. Also, they sold me a faulty tv and as it broke within a year I should get a refund IMO.

Anyways, we'll see how it goes. Here's to potentially 6 weeks of no tv.

prowla

Freecycle, or a local s/h or charity shop may be a source ofr a temporary TV.

McKneff

Where are you OP, ive got four in my house. You could borrow one if you live in North Yorks.

Sooler

Plenty of programs online - BBC iPlayer, 4OD etc. :xmassmile

Exile_geordie

trolleyrun wrote: »

that I'll be staring at a wall during the "festive" season and not a single person working for the company seemed to give a flying monkey as to help.

.

You could always just put a nice picture on your telly so you have something to look at. Or maybe go out and about and enjoy winter?

If the tv doesn't get repaired and they only offer me a voucher I'll be extremely upset, as I don't want ever buy anything from them ever again. Also, they sold me a faulty tv and as it broke within a year I should get a refund IMO.

No they may not have sold you a faulty telly it may have just broken. And whilst that may be your opinion it is not what the law states. In fact you should've left it for them to take and try and fix with the store as that would've happened quicker and is actually above what the law states what should happen after 6 months as the onus is on you to prove it was inherently faulty.


So just think if you left it with the store you may have had it back in maybe 3 or 4 weeks but because of your stubbornness this could now easily be 6 weeks.