Currys.co.uk customer service in lockdown

[Deleted User]

lincroft1710 said:

Just read some of the posts on here about Currys and consumer rights

In normal times I so agree @lincroft1710 , but these are not normal times!

DoaM

BangersLB said:-

Phone (0344 so will cost to call, spent over an hour each day trying to get through), Again look at social media I am not alone. It is unacceptable. Probably spent at 13p a minute approx £20/30 trying to get a response, more fool me.

https://www.area-codes.org.uk/0344-numbers.php

If you have a calling plan then calls to 0344 numbers are included in such plans. If you don't then it costs no more than calling any geographic number.

Paolas

Bough a TV from Currys in November 2019. The screen developed a fault about 10 days ago. Team know how (!) came to pick it up and have the screen replaced. Yesterday it was brought back : the 2 men came into the house and left in such a hurry you would think there was a tsunami coming. Anyway, on removing the plastic that was covering the screen I noticed that the frame of the TV is now damaged in one corner, as if somebody hammered it.
So I was on the phone yesterday for nearly 3 hours, being passed around like a very very hot potatoes. Finally somebody said that the management team from the store I bought the TV from (Fosse Park in, guess...LEICESTER) would give me a ring this morning. Unfortunately Leicester has gone into lockdown again this morning. So I took to the phone again and now, after another 5 (yes 5) hours I am still on hold, being passed around trying to find somebody who can agree to give me a refund or change my TV. I think I am in my right to not agree to have team know how (to destroy goods) to pick the TV again, have another part replaced , in the process removing the new OLED screen, and then get back this plastered up TV. They did the damage at some point and I don't think I am being unreasonable in wanting a new TV?

Rosa_Damascena

Currys is what first brought me to post on MSE - had lurked for a long time before that - as VfM. Sadly that riotous thread is no more because it was created in July 2008, but if you had seen it you would realise it's business as usual for Currys.

DoaM

Paolas said:

They did the damage at some point and I don't think I am being unreasonable in wanting a new TV?

Yes you are ... the TV was >6 months old when you reported the fault so it was never eligible for a full refund or new-for-old replacement (unless you were using a service plan/warranty which offers this). As they've had their 1 repair attempt and the goods still fail to conform to contract then you can exercise your Final Right To Reject for a refund ... the refund can be reduced to account for time of ownership. (As you're only 1 month or so over the 6 months limit then I'd argue that any reduction should be minimal - e.g. 5% off so 95% refunded - as before 6 months the refund would be 100%).

Robisere

After bad experiences with Currys years ago, if I want, say, a laptop or TV, in normal times I usually go to the store and check out what is available. I can see the items, use them and decide what I like. Then I go online, find the model I liked at the best price/guarantee combination and buy it. If that is, I can escape the attentions of some muppet trying to tell me techie stuff I know more about than them! I did buy a new tumble dryer from Currys in late March this year, because they were least expensive after searching alternatives and I could obviously not visit the store. It was delivered by the (giggle) Know How Guys and I managed to get it delivered to the front of my french doors, they put it onto my trolley and my son helped me unwrap and set it up with the kit on top of the washer. Fortunately I did not have an old model to be taken away.

Ganga

I purchased a new fridge/freezer for my ex-daughter-in-law ( she is still the mother of my grandaughters ) and paid for the old unit to be taken away as well as all packaging , the website said even though covid was on going they would deliver into the house as long as no one approached them etc. on the day of delivery they would not enter the house but put it in the front door ,my ex DIL mannaged to drag the old one out for them to take away,i turned up and asked them to wait whilst i inspected it for any damage and to take away the packaging ,no they said cannot hang around and wont take the cardboard/polystyrene etc.
Slight mark on side of freezer and i had to dispose of the packaging, i know there is a pandemic raging at the moment but stil not great service when paid for, i put it down to experience and moved on
By the way only used currys as they had stock and could deliver and not the cheapest product on the market.

mattyprice4004

Robisere said:

After bad experiences with Currys years ago, if I want, say, a laptop or TV, in normal times I usually go to the store and check out what is available. I can see the items, use them and decide what I like. Then I go online, find the model I liked at the best price/guarantee combination and buy it. If that is, I can escape the attentions of some muppet trying to tell me techie stuff I know more about than them! I did buy a new tumble dryer from Currys in late March this year, because they were least expensive after searching alternatives and I could obviously not visit the store. It was delivered by the (giggle) Know How Guys and I managed to get it delivered to the front of my french doors, they put it onto my trolley and my son helped me unwrap and set it up with the kit on top of the washer. Fortunately I did not have an old model to be taken away.

We aren't all that useless - I worked for Currys in the tech department for a few months and I'm fairly well qualified
I did however lose my job because I wouldn't sell their lovely extended warranties to all and sundry... but that's another story! 

Rosa_Damascena

mattyprice4004 said:

Robisere said:

After bad experiences with Currys years ago, if I want, say, a laptop or TV, in normal times I usually go to the store and check out what is available. I can see the items, use them and decide what I like. Then I go online, find the model I liked at the best price/guarantee combination and buy it. If that is, I can escape the attentions of some muppet trying to tell me techie stuff I know more about than them! I did buy a new tumble dryer from Currys in late March this year, because they were least expensive after searching alternatives and I could obviously not visit the store. It was delivered by the (giggle) Know How Guys and I managed to get it delivered to the front of my french doors, they put it onto my trolley and my son helped me unwrap and set it up with the kit on top of the washer. Fortunately I did not have an old model to be taken away.

We aren't all that useless - I worked for Currys in the tech department for a few months and I'm fairly well qualified
I did however lose my job because I wouldn't sell their lovely extended warranties to all and sundry... but that's another story! 

Can you explain the Currys mindset to us? I have never encountered a household name that has such Wild West operations. Does it just not care about its reputation?

AO is exemplary in contrast.

Robisere

mattyprice4004 said:

Robisere said:

After bad experiences with Currys years ago, if I want, say, a laptop or TV, in normal times I usually go to the store and check out what is available. I can see the items, use them and decide what I like. Then I go online, find the model I liked at the best price/guarantee combination and buy it. If that is, I can escape the attentions of some muppet trying to tell me techie stuff I know more about than them! I did buy a new tumble dryer from Currys in late March this year, because they were least expensive after searching alternatives and I could obviously not visit the store. It was delivered by the (giggle) Know How Guys and I managed to get it delivered to the front of my french doors, they put it onto my trolley and my son helped me unwrap and set it up with the kit on top of the washer. Fortunately I did not have an old model to be taken away.

We aren't all that useless - I worked for Currys in the tech department for a few months and I'm fairly well qualified
I did however lose my job because I wouldn't sell their lovely extended warranties to all and sundry... but that's another story! 

You sir, are one of the (few) Good Guys!