**Confronting Currys' obstruction of UK consumer rights: information needed/appreciated**

MattMattMattUK

adamp87 said:

photome said:

Grumpy_chap said:

Grumpy_chap said:

Based upon your OP, I would have selected "It's faulty/damaged - please refund".  

Sorry - I just saw in the OP again, the "faulty/damaged" option then asked you to call, the outcome of which has been further described...

The length  of the OP is part of the problem , can you imagine a customer service rep getting a complaint that long, I think I know where it would end up

That’s daft.

it’s their job to respond to complaints no matter the  length 

The issue might be establishing what is actually wrong with the TV to allow them to process a return. The OP thinks that the TV is faulty, but apparently will not select either "Faulty" or "other" as a reason for return. The OP has said that Curry's claim the TV is operating correctly, but the OP seems to think that it has some magical mystery faults which they are unwilling to declare, either on here or to Curry's. It comes across that the OP either has buyers remorse rather than anything else, that the TV is completely fit for purpose, but perhaps does not do something they have decided it should do, but it never has and never will. 

Fosterdog

MattMattMattUK said:

adamp87 said:

photome said:

Grumpy_chap said:

Grumpy_chap said:

Based upon your OP, I would have selected "It's faulty/damaged - please refund".  

Sorry - I just saw in the OP again, the "faulty/damaged" option then asked you to call, the outcome of which has been further described...

The length  of the OP is part of the problem , can you imagine a customer service rep getting a complaint that long, I think I know where it would end up

That’s daft.

it’s their job to respond to complaints no matter the  length 

The issue might be establishing what is actually wrong with the TV to allow them to process a return. The OP thinks that the TV is faulty, but apparently will not select either "Faulty" or "other" as a reason for return. The OP has said that Curry's claim the TV is operating correctly, but the OP seems to think that it has some magical mystery faults which they are unwilling to declare, either on here or to Curry's. It comes across that the OP either has buyers remorse rather than anything else, that the TV is completely fit for purpose, but perhaps does not do something they have decided it should do, but it never has and never will. 

The third possibility is that it's user error, possibly even environmental (not picking up wifi when the router is opposite end of an old stone house, or a nearby window causing so much reflection it's hard to see the screen). The reluctance to even give a snippet of information on what is actually supposed to be wrong, claiming it is down to health making typing difficult, yet can manage a ridiculous number of paragraphs of pointless information, stroppiness, and insults gives a very strong impression that there is in fact no actual fault and OP knows that full well but still wants to create enough of a scene that they hope Currys give in to their demands.

PhylPho

OP: best of luck with your faulty TV. If you read Pollycat's post you'll see the link to a report on MSE last year which shows that what you've gone through happened back then. So this isn't the first time. It may be worth assuming that as they fixed what was wrong last time, they will fix what's gone wrong again this week. Fingers crossed!
I can understand your frustration and why you needed the information about Currys CEO email address. Not wishing to discourage you but Alex Baldock is CEO of the entire Dixons Carphone group. Currrys is only a division. I think it's possible Alex Baldock may not be around much of the time to even check his emails because he is so busy with the rest of the group. I wouldn't count on receiving an early reply from him. Good luck though.

minty777

PhylPho said:

OP: best of luck with your faulty TV. If you read Pollycat's post you'll see the link to a report on MSE last year which shows that what you've gone through happened back then. So this isn't the first time. It may be worth assuming that as they fixed what was wrong last time, they will fix what's gone wrong again this week. Fingers crossed!
I can understand your frustration and why you needed the information about Currys CEO email address. Not wishing to discourage you but Alex Baldock is CEO of the entire Dixons Carphone group. Currrys is only a division. I think it's possible Alex Baldock may not be around much of the time to even check his emails because he is so busy with the rest of the group. I wouldn't count on receiving an early reply from him. Good luck though.

  Believe me he knows all about the shambles he is in charge of. 

calleyw

PhylPho said:

I can understand your frustration and why you needed the information about Currys CEO email address. Not wishing to discourage you but Alex Baldock is CEO of the entire Dixons Carphone group. Currrys is only a division. I think it's possible Alex Baldock may not be around much of the time to even check his emails because he is so busy with the rest of the group. I wouldn't count on receiving an early reply from him. Good luck though.

Absolutely hilarious that you think the CEO reads the emails that are sent to him and replies.  You do know there is team of people who deal with the emails addressed to the CEO.

Yours

Calley x

KatrinaWaves

calleyw said:

PhylPho said:

I can understand your frustration and why you needed the information about Currys CEO email address. Not wishing to discourage you but Alex Baldock is CEO of the entire Dixons Carphone group. Currrys is only a division. I think it's possible Alex Baldock may not be around much of the time to even check his emails because he is so busy with the rest of the group. I wouldn't count on receiving an early reply from him. Good luck though.

Absolutely hilarious that you think the CEO reads the emails that are sent to him and replies.  You do know there is team of people who deal with the emails addressed to the CEO.

Yours

Calley x

People seem to think that companies employ customer service teams and then ‘special ones’ who deal with the complaints emailed to the CEO who sit around waiting for such complaints. They’re 100% not the same team at all, nope. 

Grumpy_chap

KatrinaWaves said:

calleyw said: by

PhylPho said:

I can understand your frustration and why you needed the information about Currys CEO email address. Not wishing to discourage you but Alex Baldock is CEO of the entire Dixons Carphone group. Currrys is only a division. I think it's possible Alex Baldock may not be around much of the time to even check his emails because he is so busy with the rest of the group. I wouldn't count on receiving an early reply from him. Good luck though.

Absolutely hilarious that you think the CEO reads the emails that are sent to him and replies.  You do know there is team of people who deal with the emails addressed to the CEO.

Yours

Calley x

People seem to think that companies employ customer service teams and then ‘special ones’ who deal with the complaints emailed to the CEO who sit around waiting for such complaints. They’re 100% not the same team at all, nope. 

Until March I was working at a company where any written (letter, not email) complaint to the CEO did receive a response signed by the CEO.  Obviously, the CEO did not get involved, but if the response was 'poor' then the CEO's PA would chase it internally to get a better quality of response.

KatrinaWaves

Grumpy_chap said:

KatrinaWaves said:

calleyw said: by

PhylPho said:

I can understand your frustration and why you needed the information about Currys CEO email address. Not wishing to discourage you but Alex Baldock is CEO of the entire Dixons Carphone group. Currrys is only a division. I think it's possible Alex Baldock may not be around much of the time to even check his emails because he is so busy with the rest of the group. I wouldn't count on receiving an early reply from him. Good luck though.

Absolutely hilarious that you think the CEO reads the emails that are sent to him and replies.  You do know there is team of people who deal with the emails addressed to the CEO.

Yours

Calley x

People seem to think that companies employ customer service teams and then ‘special ones’ who deal with the complaints emailed to the CEO who sit around waiting for such complaints. They’re 100% not the same team at all, nope. 

Until March I was working at a company where any written (letter, not email) complaint to the CEO did receive a response signed by the CEO.  Obviously, the CEO did not get involved, but if the response was 'poor' then the CEO's PA would chase it internally to get a better quality of response.

I don’t doubt they have PA’s to send responses, but they aren’t doing the actual work side of things. It wouldn’t be at all cost effective and it only encourages people to spam the chief executive with crap (there was one recently where basically he was emailing the CEO because he couldn’t remember his password, had lost access to the email he used so couldn’t reset and felt they should have ways around it, like a CEO gives a toss 🤣) 

MattMattMattUK

Grumpy_chap said:

Until March I was working at a company where any written (letter, not email) complaint to the CEO did receive a response signed by the CEO.  Obviously, the CEO did not get involved, but if the response was 'poor' then the CEO's PA would chase it internally to get a better quality of response.

I did once in the past buy shares in a company (FTSE 250) and turn up at the AGM, that had a fairly dramatic impact, the matter was resolved the same week. It is not for everyone but it was certainly a fun experience and very effective.

Grumpy_chap

KatrinaWaves said:

Grumpy_chap said:

KatrinaWaves said:

calleyw said: by

PhylPho said:

I can understand your frustration and why you needed the information about Currys CEO email address. Not wishing to discourage you but Alex Baldock is CEO of the entire Dixons Carphone group. Currrys is only a division. I think it's possible Alex Baldock may not be around much of the time to even check his emails because he is so busy with the rest of the group. I wouldn't count on receiving an early reply from him. Good luck though.

Absolutely hilarious that you think the CEO reads the emails that are sent to him and replies.  You do know there is team of people who deal with the emails addressed to the CEO.

Yours

Calley x

People seem to think that companies employ customer service teams and then ‘special ones’ who deal with the complaints emailed to the CEO who sit around waiting for such complaints. They’re 100% not the same team at all, nope. 

Until March I was working at a company where any written (letter, not email) complaint to the CEO did receive a response signed by the CEO.  Obviously, the CEO did not get involved, but if the response was 'poor' then the CEO's PA would chase it internally to get a better quality of response.

I don’t doubt they have PA’s to send responses, but they aren’t doing the actual work side of things. It wouldn’t be at all cost effective and it only encourages people to spam the chief executive with crap (there was one recently where basically he was emailing the CEO because he couldn’t remember his password, had lost access to the email he used so couldn’t reset and felt they should have ways around it, like a CEO gives a toss 🤣) 

Obviously, but it did focus the Customer Service team to actually think about the response and make it "properly considered" just them knowing that the CEO's PA would be reviewing the letter and sticking under the CEO's nose for a signature.  Very occasionally, the CEO would actually get involved and call the Customer Services rep personally for an explanation.

The fact this company only took that approach for letters received by snail mail prevents the "spamming" issue - quite hard to spam by Royal Mail.

Surprisingly, despite the size of the company, the actual number of customer complaints is very small and the number of complaints that reach "a letter to the CEO" stage is single-digits per year.  Perhaps, because the number was so low, why the CEO took a level of direct interest in these ones.