Currys recorded call

numan234

Hello all, advice needed please, I’ve just returned a Sony soundbar I purchased 7 months ago £1299 after it developed a fault with the display  , they have had it over a week so I called today for an update my previous conversations with customer services have been fine and found them helpful however today I was shocked when the gentleman I was talking to was very rude and dismissive from the start he then said to me you should be grateful we are repairing it because we think you have intentionally damaged it, I was totally shocked at this accusation can they get away with accusing someone directly without any evidence ? Is there anyway I can obtain a transcript of the conversation I assume they record calls , should I just put this down to a bad experience or should I take it further? I would be grateful for any advice, thanks 

davidmcn

numan234 said:

should I just put this down to a bad experience

I would, yes. You don't have a consumer right to not have people being rude to you on the phone. 

numan234

The advice needed is regarding the accusation of me intentionally damaging the item not the fact he was also rude.

davidmcn

numan234 said:

The advice needed is regarding the accusation of me intentionally damaging the item not the fact he was also rude.

What advice do you want about the accusation? If it's only to you, and not any third parties, and in any event they're doing the repair, what does it matter than in their opinion they're giving you the benefit of the doubt? 

numan234

So in your opinion it’s acceptable behaviour for a member of customer services to accuse someone of a potential Fraud without any evidence whatsoever, 

Aylesbury_Duck

What do you want to achieve?

Actually, I'll rephrase that:  How much are you after?

LilElvis

numan234 said:

So in your opinion it’s acceptable behaviour for a member of customer services to accuse someone of a potential Fraud without any evidence whatsoever, 

No, it isn't - but you should bear in mind that, as the item was purchased more than 6 months ago, the legal onus actually lies with you to prove that the failure is due to an inherent fault as opposed to misuse, accidental or deliberate damage etc. If they are prepared to repair without you providing this proof I would only raise a complaint once the repair has been completed or they could make effecting a resolution far more problematic and time consuming for you.

davidmcn

numan234 said:

So in your opinion it’s acceptable behaviour for a member of customer services to accuse someone of a potential Fraud without any evidence whatsoever, 

I didn't say it was acceptable behaviour, I was agreeing with your own suggestion that you should just put it down to a bad experience. 

numan234

Thanks LilElvis I think that would be best wait until the repair is done before anything else, I’m not happy that they can treat people like this I only called them today because their 7 day repair promise was up an this came out of the blue, what I can’t understand is the problem was the display tx on the unit was fading on and off and when I took the soundbar in for repair the engineer I spoke to said he had come across this fault before, so in all probability it is an inherent fault. 

Undervalued

To answer your actual question.....
If they recorded the call then you have a right to a copy of the recording and all other data they hold about you via a subject access request under the GDPR. Details on the Information Commissioners website.

In the real world though it is very difficult to know if a company has actually sent you everything you are entitled to receive.

If you get a recording (or even if you don't) and you feel it shows a member of staff has behaved improperly you can make a complaint. However you can't force them to take any particular action. Unless you have suffered a loss there is no legal recourse.

numan234

Thanks for the good advice Undervalued