Currys Customer Service Rant (on behalf of the father in law)

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Flightphoto

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Here's a funny one for you:

January 2014, father in law purchases his first large LCD TV, an LG number, measuring 42 inches in size. TV was flawless up until the last 2 months whereby the screen has magenta and cyan lines flickering down it so that the video image is unwatchable, I get asked for advice and my instance is that he should basically take it back for an exchange as it's only a few months old. He calls Currys before hand to let them know that he's on his way over and they refuse in the first instance - they do not exchange faulty tv's, they fix them, ok, that sounds fine - thing is apparently he would be without a TV for 10 days due to this. So a few days pass whereby the Knowhow team turn up to assess the TV - This is where it gets strange:

Hi Sir, let's have a look and see if we can fix the tv, Oh, I can see straight away, you've got it on 3D.

What? The TV isn't 3D compatible?

Yes it is Sir, it has a 3D button on the remote look,

That 3D button is there because it's a generic LG motion remote

No sir, it's proper 3D, that's why you're getting green and pink lines down the screen, I'll write this one off and leave you to it Sir as it does not need a repair.


What the actual F***? My father in law can be a bit shy in this situation but he phoned me with this shortly after the Currys Knowhow visit, the store will now not replace the TV as they said it's a 3D tv and it's just showing 3D images, it really does wind me up that they've made a complete mug of him for nothing. I've decided that the next step will be the use of Social Media and contacting the Director if possible - you cannot run a company with customer service as bad as that!!!!!!
 
Did they not attempt to fix it by turning off the "3D"? At which point they would have realised it wasn't a 3D model.
 
They were apparently pressing the 3D button and suggesting that it was turning off but it wasn't, it's almost like they were just trying to fob him off. They didn't understand that the remote is generic for all TVs and will ofcourse have a redundant 3D button, the standard remote has no 3D button, only the Wii style remote. I just don't know whether to laugh or cry, if I was there I would have come out with a few choice words!
 
Lynton will be along shortly....he's ya fella for this.(y)
 
Ahhh you had a visit from the Know Nothing team

Sadly your story doesn't surprise me
 
Curry's are part of the Dixon group (now Dixon Carphone). Don't waste time go straight to the CEO - email address here

There's a website with all CEO addresses of major companies. I've given up being pushed from pillar to post and go straight to the top with my complaints. It's time the highly paid CEO's understood the service some companies give (or rather, don't).

I would also quote Sale of Goods Act and not fit for purpose.

Good luck.
 
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omens said:
Did they not attempt to fix it by turning off the "3D"? At which point they would have realised it wasn't a 3D model.
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That was my first thought as well, you'd think that at least the technician would try and rectify that then he hadn't had a "wasted journey" after all and we'll all be the more wiser for it. Yet the client is still left with the problem.

Perhaps it might be worth also getting in touch with the manufacturer itself and see what they come up with? But I'm sure that had crossed your mind.
 
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Dixons own PC World. They sold me a 'new' computer. When I got it going it someone elsles detials on it. Turns out it had been returned and they just put it back on the shelf!

Lesson from Ops post, IMO, is obviously avoid this organisation!!
 
To play devil's advocate for second though....all we ever hear are the horror stories. I'm sure the amount of satisfied customers vastly outnumber the disgruntled.
 
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viv1969 said:
To play devil's advocate for s second though....all we ever hear are the horror stories. I'm sure the amount of satisfied customers vasyly outnumber the disgruntled.
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Indeed, ive purchased many items from these places over the years, and never had any problems whatsoever.


...and no, I dont work for any of them :)
 
To be fair, I've not had any problem with the products but that's because it's down to the manufacturer, and I've not had reason to go back, this however is to do with Curry's itself in the refusal of taking owness for a faulty TV. Thanks for the responses soo far guys :)

Forgot to add, they pressed the 3D button and as per usual it does nothing as the TV has no option to understand the input being pressed! I just can't over how stupid it all sounds! I think we'll start with a polite email the the Director and see how we get on with that, if the TV is going wrong this early then we really do need to get it sorted asap!
 
Stride into the shop and loudly proclaim
"I wish to register a Complaint. This TV what I bought only a few weeks ago has developed a fault"
"Ah yes sir, the Norwegian Magenta and Blue - really sir - what's up with it"
"What's up with it - I'll tell you what's up with it my lad - it's dead - that's whats up with it...."

Etc
 
My sister brought a laptop, when she got home and fired it up, she found a folder called 'My Letters' there was to the bank, mortgage company and all sorts of personal data. My sister went round to the address of the Lady that had written them. She was mortified but grateful to my Sister. They then both took the computer back and the two of them had a right go.
 
Flightphoto said:
To be fair, I've not had any problem with the products but that's because it's down to the manufacturer, and I've not had reason to go back, this however is to do with Curry's itself in the refusal of taking owness for a faulty TV. Thanks for the responses soo far guys :)

Forgot to add, they pressed the 3D button and as per usual it does nothing as the TV has no option to understand the input being pressed! I just can't over how stupid it all sounds! I think we'll start with a polite email the the Director and see how we get on with that, if the TV is going wrong this early then we really do need to get it sorted asap!
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What I don't understand is why whoever was there didn't point out to the technician that after pushing the button the picture was still faulty?
 
He did, unfortunately the Knowhow guy was very much arrogant and intimidating, my mother in law had to bite her own fist and walk out of the lounge while he basically lied and squirmed his way out of a replacement :(
 
viv1969 said:
To play devil's advocate for second though....all we ever hear are the horror stories. I'm sure the amount of satisfied customers vastly outnumber the disgruntled.
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So what?

The problems still need fixing.
 
Mikesphotaes said:
Nope, just brought an irrelevance to the party:rolleyes:
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Oh don't talk utter rot.
It's entirely relevant that the vast majority of customers are happy both with their purchases and with the customer service received.
Rare though to see someone shouting about that ;)
 
I used to work for PC World and they sell a lot of equipment so complaints are bound to happen. You know what they say bad news travels a lot faster than good news.

Now I'm certainly not saying their customer service is perfect and they do have a lot of idiots working for them. They are correct on that they do not have to exchange the TV and they are within their rights to attempt a repair so give them the opportunity. As it is under six months old, if I remember correctly they have a 28 day rule in that if they can't repIr it within 28 days, they will replace it.

Going into the store will be pointless IMHO. They do not have the facilities in store to repair or even diagnose problems with a TV. I would contact the knowhow team again and ask to speak to a supervisor. Explain what has happened and tell then you want a senior technician to visit to diagnose the fault.

If you get nowhere with them, then email the CEO directly. He won't read the email himself, but they have a fantastic team that deal with this kind of thing and they will most certainly kick the right arses and get things sorted out for you.
 
i think they have to have 2 goes at repairing it, so one strike is already gone, get back on the phone and report it as still faulty

i had an issue tv a couple of years ago, they tried to fix it, they couldnt, so they tried again by taking it away, they apparently fixed it but when they sent it back, it got lost, so they had to send me a new one.
 
viv1969 said:
Oh don't talk utter rot.
It's entirely relevant that the vast majority of customers are happy both with their purchases and with the customer service received.
Rare though to see someone shouting about that ;)
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It doesn't matter one iota how many happy customers there are to the OP, he has a problem and wants it sorted!

Let's not get into utter rot and who is talking ito_O
 
viv1969 said:
Oh don't talk utter rot.
It's entirely relevant that the vast majority of customers are happy both with their purchases and with the customer service received.
Rare though to see someone shouting about that ;)
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Agree. I am not a fan of them but they sell loads of stuff and the vast majority are happy - tell me a company that makes no mistakes?
 
Not the best place to buy from and I would never buy anything from them again - nothing but trouble.... and it is only lack of choice that general public use them....never ever again will I darken their doors - Never.

BTW - I beat them by proving my vacuum cleaner had issues - as lots of other people reported the same thing on line (burden of proof) and when they rejected this under the SOGA I just put them in the position of having to defend themselves in small claims court - of course the trick is to make the MD / CEO the named person on the Court Papers - you know they have a team that deals with the persistent people - the ones who will not let go of a problem..

IF the TV is a couple of months old and it was bought with a credit card - put the payment into dispute with the credit card company - give it a try.


Mikesphotaes said:
Nope, just brought an irrelevance to the party:rolleyes:
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:agree:
 
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Mikesphotaes said:
It doesn't matter one iota how many happy customers there are to the OP, he has a problem and wants it sorted!

Let's not get into utter rot and who is talking ito_O
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Bad day princess?
I'm not alone in my opinion here and so still feel it's valid.
That you neither like it nor agree with it doesn't matter a fig to me. :-)
 
Or my MFI approach when new kitchen about 8 yrs ago would be muddy after golf or shooting ring up when 3 mins away plonk myself down on the cream leather display sofa with telegraph and a costa coffee and wait for the manager. Refuse to discuss in his office as the sofa was right by the design pods, and I can be a bit loud when asking "why have you sent me 43 cupboard doors of the wrong size,none of the right size or pattern, 7 corner units....explain how a kitchen can have 7 internal right angles, and 15 metres of unit top"
 
matty said:
i think they have to have 2 goes at repairing it, so one strike is already gone, get back on the phone and report it as still faulty

i had an issue tv a couple of years ago, they tried to fix it, they couldnt, so they tried again by taking it away, they apparently fixed it but when they sent it back, it got lost, so they had to send me a new one.
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That really is incompetent beyond belief ! Fortunately for you, the end result was in your favour.
 
Flightphoto said:
He did, unfortunately the Knowhow guy was very much arrogant and intimidating, my mother in law had to bite her own fist and walk out of the lounge while he basically lied and squirmed his way out of a replacement :(
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I've had that many times at my local Currys. Nothing but a bunch of tw*ts that work there and they know that now:rolleyes:
 
I just don't understand why they are soo defensive, it's not the largest store - it's the one in Tiverton. If I had a problem with my TV that I bought from John Lewis, they would arrange a collection immediately and a replacement sorted that day - plus I got a 5 year warranty included with them?! Retailers are moaning every year about how the internet is ruining the market but why don't they pull their fingers out and do something about it? As said, we as people will always remember the negatives over a positive because we thrive on the unfortunate situation - this has completely put me off Currys, I will now be one of those guys that they hate because I will use my funds online with Amazon etc - Currys won't care because I'm just one customer lost........
 
Exactly, couldn't have said it better myself. I find myself using Amazon or eBay a lot more nowadays rather than going into the retailers. For a start it's more convenient for me because of where I live but also I can avoid bumping into an arrogant member of staff lol
 
Flightphoto said:
I just don't understand why they are soo defensive, it's not the largest store - it's the one in Tiverton. If I had a problem with my TV that I bought from John Lewis, they would arrange a collection immediately and a replacement sorted that day - plus I got a 5 year warranty included with them?!
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This is why John Lewis prices are generally higher. Sure, they will price match, but mos consumers don't take advantage of that.
 
RichardtheSane said:
This is why John Lewis prices are generally higher. Sure, they will price match, but mos consumers don't take advantage of that.
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Regular user of John Lewis here; but Richard, their price matching ("Never knowingly undersold") is only relevant to shelf-edge prices. They won't price match Web suppliers when asked to in the shop - I know, having tried more than once.

Still use them for the decent warranties and the civilised behaviour of staff.

Anthony.
 
Exactly. I was more than happy to spend the extra £100 on our tv with them as it was delivered at the precise time that I asked, 5 year warranty which does work as I've had other items with them over 6 years old Inc a Dyson that they replaced no questions asked! This is why they are a respected franchise unlike currys who just seem like a chop shop!
 
Flightphoto said:
unlike currys who just seem like a chop shop!
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Having spent a couple of years working in the currys/pc world laptop repair workshop I know you are a lot closer to the truth than you would think... This was some time ago but apparently not much has changed.
 
The uninitiated buy from the shop until bitten.......Then they come on the internet with there familiar tale of woe....

JOHN LEWIS is the first port of call for everything electrical for me END OF then I go internet for cheap price if item is low risk for failure.



RichardtheSane said:
Having spent a couple of years working in the currys/pc world laptop repair workshop I know you are a lot closer to the truth than you would think... This was some time ago but apparently not much has changed.
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Proof indeed of what is being said in the thread
 
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Can't recommend John Lewis after a bad experience I had with them 2 years ago. Bought a £300.odd fridge freezer from them paid for with credit card, delivered on time a scheduled, they took the old one away for disposal.
Plugged in the new one but it wouldn't cool inside, put in thermometer and left it on overnight and the temperature increased. Freezer couldn't freeze a ice cube. .
Called them the following day and they said they would send a engineer round, he said thermostat or something was faulty, he would need to order one in to replace it then he left. I told him I want a fridge that works not a faulty one. After hassle on phone with J Lewis I was promised one for two days time, 2 days came and went, third day I called them back and they said they cancelled my order without informing me beforehand, this was not what I wanted, they refunded the amount back to my credit card which I got back about a week later. I was not amused, I wrote a letter to store manager also head office to complain about shoddy service. I never ever received a reply. AFAIC I would never use them again
 
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