Currys PC World Care Plan.

RichardCBG

Hello,
Can someone advise please. We bought an LG fridge freezer from a Currys PC World shop back on 15th June 2016. We took out the extended warranty (Care Plan) at the point of sale giving us 5 years of warranty until 16th June 2021. On 1st May the freezer section started leaking water from under the door. I firstly contacted LG about it and they asked me to check the fridge/freezer temperature settings - I did and they were as they recommended. They then told me to defrost the freezer for 24 hours and see if that cured the problem. I told them we had no alternative freezer to store the existing freezer contents meantime. At that stage they told me to contact the retailer where we had bought it. That's when the fun started. It was reported to Currys PC World on 1st May. Three weeks ago. Since then - nothing at all has happened. I have lost count of the phone calls I have made to them in the last three weeks and I even wrote to their head office in Sheffield two weeks ago - there has been no response to that letter. We have been promised an engineer would call - it never happened. Then we were told no engineers were available and it was being passed back to Currys PC World. More phone calls - more explaining to endless people - getting cut off and having the start all over again back at the automated voice menu system. Last call we were told the fridge freezer was now declared a write off and that we would get a replacement fridge freezer voucher within 48 hours. 48 hours has come and gone and yes you've guessed it - no replacement voucher has ever appeared. To cap it all - we got a letter from them the other day which was asking us to renew the Care Plan agreement which expires on 15th June. !!  We're both retired - in our 70's and at our wits end with mopping water off the kitchen floor at least twice or three times a day. The freezer still freezes as it should and the contents are all OK - but there obviously is a problem with the freezer section. Yet their Care Plan agreement states '7 day fix promise'. What a joke. 7 days ??? It's been THREE WEEKS since they were first informed of the problem. At a loss now what to do as phoning them is just a waste of time and their complaints e-mail address bounces mail back with the message 'This mailbox is no longer active'. Small claims court ??? There must be a way of getting some action from them regarding this but I've tried everything - phoning - writing - all to no avail. In fact - the last agent I spoke to two days ago (who said he was in the Care Plan Section) said (when I gave him my Care Plan agreement number to look up) - that he could not see any notes at all on it. So it is obviously a waste of time ringing them unless - you happen to have the number of their CEO perhaps. Anyone dealing with Currys PC World - especially if you are trying to get your Care Plan agreement honoured - be warned.
Richard

m0bov

Get a quote for a replacement fridge freezer (or if you need it sorting, buy one). Then send them an LBA for the full amount.

JJ_Egan

Does the Care Plan have a contact number as opposed to Currys ??

RichardCBG

Yes - I have a Care Plan and yes - I have spoken many times with someone on the care plan team but all I get are the same answers - last time (22nd May) I was told that a replacement voucher was being sent to me in 48 hours. It hasn't happened. I was cut off FOUR times this morning and went right back to the automated answering service - got through to the 'white goods' department and was cut off again. Next time I got through and was told 'all systems were down' and they they would ring me back when their systems came up again. I won't hold my breath.

pbartlett

Bit of an oxymornon - Currys and Care

Sandtree

RichardCBG said:

Yes - I have a Care Plan and yes - I have spoken many times with someone on the care plan team but all I get are the same answers - last time (22nd May) I was told that a replacement voucher was being sent to me in 48 hours. It hasn't happened. I was cut off FOUR times this morning and went right back to the automated answering service - got through to the 'white goods' department and was cut off again. Next time I got through and was told 'all systems were down' and they they would ring me back when their systems came up again. I won't hold my breath.

Never known why inbound call centres suggest that they'll call you back after an IT failure... inbound calls are always prioritised, many will call back themselves despite the promise and so it becomes ever diminishing returns. Much better to be honest with customers and ask them to call back intead.

That aside, would suggest speaking to them again... they should be able to give you a reference number that you can use instore without the physical voucher, at least thats what they did when they finally wrote off our TV.