Currys Digital- Useless customer service!!

nattykins

Hi everyone!! This is my 1st post and Im sorry its so long- you may want to make a cuppa or something!!

Bought a laptop on 31st Jan this year. After a couple of months the screen flickered a bit and I thought nothing of it. In about October it started happening more and more. On 20th November I took the laptop back to Currys Digital where I bought it from.
They sent it away for repair.
I got it back.
2 days after I got it back the screen started flickering. I called the store...or tried to. I had to get the direct store number off the shopping centre website. They let the phone ring for 10mins before someone picked the phone up TO CUT ME OFF!! So I called again and got through to an assistant who fobbed me off to a manager, well a so called manager.
I explained my problem.
He told me that I could take the laptop to PC World (same comapny)and someone looking at it would count as a 2nd repair. If they said the laptop needs writing off then I could get my money back in vouchers. Took it to PC world and tech guy said it needed replacing.
Took it back to Currys Digital. Assistant fobbed me off again and told me to call the tech guys hotline to get it booked in for repair.
Did this earlier today. Spoke to a very helpful person who said that because my laptop has been repaired previously and the same fault occured within 28 days I was entitled to a new laptop.
So i called the store (AGAIN!!). Spoke to a manager. He said what the tech guys told me was a load of crap basically. He repetedly told me that he had been in the job for 10 years and should know what he's talking about. So that made me feel like i was an idiot and a liar.
So I put the phone down on him as he wasnt worth my time. Called the tech guys again and the lady I spoke to told me the same thing as the first tech guy. She also said to take it down to PC World as I will get better service.
So thats me down there on Boxing Day.

Sorry for such a long rant- and thats the short version. Just wanted to get it off my chest!!!
What I cant get over is how Currys and PC World are the same company and Ive never had any problems with customer service in PC World but currys just couldnt care less!!

Thank you for reading- I feel so much better now lol!!
Merry Christmas!!

RussWWFC

I've been dealing with these jokers too, albeit under the Dixons.co.uk banner. They are all the same company, despite the lies they tell you.

I recieved for Christmas, a faulty Nokia N73 mobile phone on T-Mobile, that I had requested from my parents, I sought out the cheapest price, and shockingly it was the normally overpriced Dixons that came out as the best price.

I opened the phone on Christmas Day and all was fine until I tried to open a text message. At this point the phone displayed an error and rebooted itself. Obviously there was no-one worked on Christmas Day, no one on Boxing Day either in aftersales, despite their sales lines happily relieving people of their money.

So today I rang them up about 9, after a lengthy session on hold and navigating my way through several "press 1 if....." menus I eventually got through to someone who said I could return it to any Curry's "High Street" store. I then phoned my local store (again at a 0844 rate) to be told no, this is not possible as they are a seperate company.

I then phoned Dixons back to arrange a return, they gave me another number for Curry's and said I had to return it to them. I rang that number (again an expensive 0844 number) and got through to exactly the same person as before, who expressed her surprise at hearing my voice again so soon, having told me to ring a different number.

I explained to her that the number she gave me was the one I was ringing on (2 seperate companies - yeah right!) and eventually arranged for a return. I then found out to my disgust that I'd have to pay for Royal Mail to return it by recorded delivery, despite them quoting on their website

Any refund due to a fault or other defect will include a refund of the applicable delivery charge. We will also pay for our costs of collecting goods for replacement or refund. Replacement goods are sent by standard delivery only (i.e. premium services are not available).

I was told to have any chance of getting my postage refunded I would have to write a seperate covering letter with a reciept and proof of postage with my order number and return details. They send you a bag to return it in, but not pre paid postage as a decent company would do.

Why I can't just swap it at my local store, I don't know, they are all the same company, despite what they say

custardy

i would recommend using special delivery given the value of the phone

RussWWFC

Yeah, I did send it SD, thanks for the tip.

But that's not the whole story. The returns thingy came from their mobile phone REPAIR centre. I made it quite clear that I wanted a replacement in a covering letter as I had hardly used the phone, only for about half an hour in fact.

But that's not all - the Jiffy bag they sent me was way too small, meaning I had to supply my own jiffy bag. And the address for the label on the too small jiffy bag was freepost, only upgradable to recorded (and just £34 compensation which was not enough for a £90 phone)

Hence me having to dip into my own pocket again for the £6 that it cost me to return

What an utter shower of morons

alwaysonthego_2

Send them a letter saying you want the costs of postage and packaging and the cost of the phonecalls, say to them £10 will cover it.

currys_digital_employee

Quick question, i work in said store, and all i would have said is that why would you have purchased a phone, had you made all this research, that you didnt pick up the fact that the phone has been the subject of so much hardware and software failings.
And as the reasoning for the being unable to return goods.
Dixons, currys, currys.digital, pc world are all different chains, they all have different cost centres for everything and all have different purchasing teams and will obviously have different relationships with suppliers and partners. So if you purchase something at dixons.co.uk, you take it back to dixons.co.uk.

Another example would be the carphone warehouse, who own roughly 25 other telecom companies, but if you brought something in a cpw store, you wouldnt be able to take it back to one of their websites.


But if anything this is further proof that people should use the shops as shops in general, especially currys digital in high wycombe, have some exceptional staff who do help many people out every day. But i tell you now, as soon as you had enquired about nokia n73s you would have been informed about the issues the phone has had.


sorry if i have come across as ranting, but my store offers exceptional service and we continually do our best to get anything customers want at prices they are willing to pay.

Matthew

esmecullen

I too have had terrible customer service from Currys. In Sept 2007 was working in the US for a few weeks and when I got home at the beginning of October, found that my freezer had broken down. As I'd had it over 10yrs I decided to buy another one. checked various companies............ decided to by pass Argos as they charged for delivery and recycling of the old one. Decided that Currys was the best as they offered free delivery and removed the old one and I'd found one that was reasonably priced.

Popped into the Currys in my town and explained to the guy there and arranged delivery for the Saturday morning. On the Friday I got home and found a message from Currys saying that they could not deliver in the morning but would deliver in the afternoon. Called the number given and was assured that delivery would be by 6p.m Saturday.

Done shiopping on the Sat morning including some frozen goods which were in an ice box. Waited and waited, a couple of calls to the number given and again assured that it was on its way. Well at 5.30p.m got a call from the delivery guy saying................... "I've got a delivery for you, but I wont deliver it coz its late and I wanna go home and have me tea!!!" I said "excuse me but if you are scheduled to deliver, you'd better do it" . Delivery guys says "no can do I want me tea call the office and arrange for Tuesday..... tarra!!"

I immediately called the delivery service and basically got "oh not our problem you will have to re-schedule delivery ............ we can do next Wed"!! Informed them no it was not acceptable and that as they done Sunday deliveries then I wanted it this Sunday otherwise it would not be accepted. Got the usual "OOOOO no can do", could someone explain to me what this "OOOOOO no can do" is??

I've now got defrosting goods and no freezer. I went to the store I got it from, yes they were sympathetic but told me basically there was nothing they could do. I cancelled the order and got a refund there and then. Went to a small retailer and got a freezer which cost a lot more but they actually delivered on time and no fuss.

Subsequent letters to Currys and the delivery service have basically been ignored so I gave it up and put it down to experience. But one things for sure I will never buy anything from Currys again ...... they are CRAP!!

Colliefrog

Quick question, i work in said store, and all i would have said is that why would you have purchased a phone, had you made all this research, that you didnt pick up the fact that the phone has been the subject of so much hardware and software failings.
And as the reasoning for the being unable to return goods.
Dixons, currys, currys.digital, pc world are all different chains, they all have different cost centres for everything and all have different purchasing teams and will obviously have different relationships with suppliers and partners. So if you purchase something at dixons.co.uk, you take it back to dixons.co.uk.

Another example would be the carphone warehouse, who own roughly 25 other telecom companies, but if you brought something in a cpw store, you wouldnt be able to take it back to one of their websites.


But if anything this is further proof that people should use the shops as shops in general, especially currys digital in high wycombe, have some exceptional staff who do help many people out every day. But i tell you now, as soon as you had enquired about nokia n73s you would have been informed about the issues the phone has had.


sorry if i have come across as ranting, but my store offers exceptional service and we continually do our best to get anything customers want at prices they are willing to pay.

Matthew

You give excellent service? I think you're a year too late... that's not a very good service is it?

currys_digital_employee

Colliefrog wrote: »

You give excellent service? I think you're a year too late... that's not a very good service is it?

Good reply that i stumble to come back to, but i can only really respond efficiently to complaints made through the official channels.

Posts made on various feedback websites can only be resolved if and when they are discovered by myself or equally thorough colleagues

so2006

Colliefrog wrote: »

You give excellent service? I think you're a year too late... that's not a very good service is it?

More like 2 years lmao, I think he has lost his job from crap customer services and is trying to clean his "internet" name LOL.

How the hell can he remember that long ago? I cant remember my dreams let alone 2 years ago lol

currys_digital_employee

No, i work in currys digital high wycombe, i just do not appreciate people reading bad reviews about the store when i know that the level of service people receive in the store is exceptional.

In this time of economic gloom we should be focusing on helping the high street survive, not push it further down