Thread: currys whateverhappens contract breach

sorry i just pated it over from a document and it went that lol i will post another later on which will be clearer

Th efollowing may makin the matter simpler to understand however it is as long and boring as before.

Unfortuantely i will not accept another repair as i feel i have a right to a replacement of which this company has made every excuse not to.

I have been passed to every department possible had the phone put down on me more times than i can list. I have been accused of lieing and have been lied to.


Having spoken on the phone I am enclosing the following after looking through all my notes and getting mixed up so I will add everything I can including references.

Fault originally first attempt at repair 21st march 09 part replaced job no 13564
Fault attempted repair 24 April 09 part replaced part job no 199144
Fault attempted repair 2 may 09 part replaced 28409
7 the may 09 288473
22nd may 09 247376
(these are what was given by tech guys )

Didn’t turn up Monday 11th may turn up rang up nothing on system, was advised I could claim under 21 day rule. Was transferred to case manager Shawn stated it couldn’t be claimed under 21 day rule because of 7 day rule which was that if the fault was reported again after 7 days it was classed as a new fault , not stated in my warranty contract only 21 days start from first engineer appointment an d reasonable access . He agreed reluctantly to request write off under 21 day rule would contact when heard decision.

On Wednesday 13th may 09 rang back Shawn not available advised would ring back when chased up, came back from been out late afternoon to message confirming refusal to write off.
Tech guys had turned up and left card had no appointment arranged fro Wednesday.

Rang Shawn back complained advised complaint was not valid, asked to speak with someone higher advised I couldn’t speak to a manager offered another appointment held until I seeked some advice.
　
E mailed whatever happens and tech guys asking why they wouldn’t write off when requested as it was over 21 days .

Rang back tech guys and asked why they had turned without appointment no response just advised to arrange appointment for Friday 22nd may 09 job no above, tried to make complaint but no one knew what to advice and I was through to eleven people before I was given head office number.

Thursday morning attempted to make complaint with same response decided to visit manager to complain, spoke to graham deputy manager

Thursday 14 may 09 he contacted someone within the company I believe to be Paul as written on card by manager. Manager confirmed that item was written off and the television was to be collected that day !! Between 12.45 /5.45 went home to wait, no pick up made.

Rang manger back morning of Friday 15th he said would chase up.
Rang up and contacted whatever happens team who said had been cancelled, spoke back with manager who was told different and infact it was due to be picked up on Sunday 17th 09.

Manager confirmed I would be contacted to be told what time on the Saturday afternoon latest and if not to contacted him back.

Rang head office requested to speak with manager, was refused but insisted was advised that one may ring back,. Also spoke with another whatever happens operator who looked into the matter after asked to make another complaint as I had been made to look a liar by been told it had been cancelled her name was Julie.

She looked into the matter and promised that they would be no further problem with this they would put straight through to case manager who would sort the matter. Stated was not happy with them in particular as they seemed to be causing the problem .

She stated that they was their just to process the the vouchers and explain the process and they would be no more problems, as she would be keeping a eye on the situation.
　
Received phone call from tech guys think was supervisor or manger responding to my complaints I put to tech guys through e mail. Stated that he had checked the matter was already in hand and was to be written off. Spoke about vouchers and possible replacements as this may also of been a issue with specifications.

No phone call as was told to expect contacted manager Saturday afternoon 16 th may 09 he then again chased matter up and was told has been booked for Sunday 24th may 09 manager managed to back to original date Sunday 17th may 09 supplied collection number for time slot to obtain 4 hour time slot.

Rang morning Sunday 17 th may 09 to obtain time slot no record of slot went through to operator who said it was due to be picked up but no time given, stated had try to contact by telephone and couldn’t and would e mail with time slot. Never received call back neither did they turn up.

Rang back manger Monday 18th may 09 he chased matter up further and rang back he was told someone had altered it but had arranged again that it would be collected on Tuesday 19th may 09.

Received phone call from tech guys stating that manger Shawn would ring to advice what was going on ten minutes later received call stating that collection had been cancelled as it couldn’t be written under 21 day rule because of gaps of over 7 days on two occasions., Stated that’s this was not in contract with no response.


Shawn supervisor /manager stated I had refused a appointment not true had already made one job no above basically made me out to be a liar.
Rang Graham deputy manager who I contacted again to explain it had been cancelled by Shawn caseload supervisor.
Manager graham stated he would contact me again after speaking to another manager who was in contact with stated he was not happy as he had been lied to.

Manager Graham contacted back and said he could do no more he had tried his best to sort as he felt the service had been poor and wanted to sort it but couldn’t as it was out of his hands.

Rang made new appointment again for 21st Thursday 09 even though I hadn’t cancelled previous appointment job no above but had got mixed up as 21 was in my head from 21 day rule and rearranged for original date 22nd may 09 as this was when I would be in.

Contacted consumer people who advised sale of goods 1979 (yh564027). Sent e mail and also contacted via telephone regarding this with no change in position, operator went to speak with supervisor came back and quoted their own 21 day rule as actual consumer law. Wrote e mail advising my position and legal action if this was not rectified as advised.

Tuesday 19th may 09 spoke with consumer people again who advised I should put repair on hold if I was considering taking legal action as repair may affect this, advised that advice given about sale goods act was wrong referred to financial Ombudsman.
After more correspondence and speaking with financial ombudsman referred to trading standards.

Postponed appointment for repair as advised them was taking matter further.

Delivery drivers turn up to collect TV advised that it had been cancelled and the supervisor Shawn promised this was the case as advised wouldn’t be in , offered to let them take it but refused anyway due to been on wall they left delivery advice with reference numbers and written on “to be rebooked” on which I have as evidence.

Tried to make complaint about this contacted whatever happens who put me through to tech guys who put me through to customer services eventually ended up back at whatever happens and asking to speak with manager.

Put through to supervisor Judie Allen who advised that I needed to speak with tech guys as they dealt with that, stated that Shawn had promised it had been cancelled which it hadn’t and why a so called manager was in capable of doing so ?. Reply was he’s a supervisor not manager and put through to tech guys.

Got no where with them and gave up as clearly again no one was willing to help or lodge a complaint just been been fobbed off as usual.

Received correspondence from director of which I will e mail to you as well, sent response outlining that TV has operational fault as it is electrical fault with TV which is also health and safety I would of thought.

Stated clearly had not refused appointments or access other than I have already stated.

Also stated I had been very fair with them always courteous and was willing to speak directly with director and explain as this matter maybe able to be resolved.

Spoke with tech guys who stated what director had said not operational fault therefore not covered under 21 day rule. Clearly they had been told to quote director and say no more as they had previously stated the television would be written off and didn’t want to be caught out on the subject the operator barely knew what to say stuttering as clearly he knew that he had stated differently in past conversations.

Had spoken with several members tech guys over previous days and they had clarified item to be written off.

Went to see Graham deputy manager at currys digital, prospect centre to ask if he would be willing to provide statement providing details of what had gone who he had spoken to. Mainly to find out if he would be able clarify television was to be written off as he was informed.

Wednesday received five phone calls answered when got back was someone acting on behalf of directors of which he put points to me of which I cannot remember all but 7 day rule was mentioned again. He stated that on several occasions problem had been reported after 7 days and therefore didn’t come under 21 day rule. Manager Shawn had clarified that I had not made appointment on several occasions and also refused on several occasions reasonable access completely untrue up to Tuesday 19th may when I have cancelled appointment as already stated.

Phone call was stopped as advised person was only willing to accept replacement, advised him that if this was not done I would take legal action. Person stated on “several”occasions I had cancelled and refused access of which I stated was untrue.

Also asked about why wouldn’t allow graham to give statement, replied knew nothing about that and that he had nothing to add about the situation so why would I want a statement. Agreed to terminate the conversation at that point and was advised by this person that it would be passed to legal department.

E mailed directors to clarify who had rang for reference, also asked for address of legal department to serve my intent to take matter further. Also asked to clarify why Graham was not allowed to give statement if what they was saying was true and company had acted properly (still no reply).

Hope this clarifies this doesn’t list every conversation or mangers I have spoken to and broken promises I have but it does have the essentials.

Today i came across article about currys and how they aimed to improve their customer services the following is the link.

I have already put on a letter i have sent to trading standards after they requested it the following is a the e mail i received from keith jones


Thank you for your email dated the 18th May 2009 addressed to Nick
Wilkinson, Company Director. As current Group Retail Director it is
appropriate that I respond.

Your comments have been noted regarding the numerous repairs and the
request for a 21 day rule write off. Please accept my apologies for the
inconvenience caused in this matter. Having checked with The TechGuys and
whateverhappens Customer Services I can confirm that the television cannot
be written off for the 21 day rule. May I advise you that the 21 days can
only be claimed, if eligible, when a repair has exceeded the time limit
without any gaps. The repair history shows that several gaps of over 7
days without access or bookings have occurred and numerous appointments
have been cancelled. Please note also that the television cannot be
written off for the 21 day rule in the future for the fault reported. This
is due to the terms and conditions stating that a replacement will not
apply if the item is still operational and safe to use, which The TechGuys
have advised is the case.

With regards to the current repair this has been arranged with The
TechGuys and they are currently awaiting an appointment. This was booked
for today but I can see that this has been cancelled and rearranged for
Friday. For further information regarding the repair please contact The
Tech Guys directly on 0844 800 3060.

I appreciate my decision on this matter may not be to your satisfaction,
although I trust it serves to clarify the company position on this
occasion.

Yours sincerely,

Keith Jones
Group Retail Director

I have sent a inviataion as stated above via e mail to keith jones i have inclluded the links to this page.

And also stated how amusing i found the article link above considering the how so many have found the opposite including myself not only the storys on here but on many sites.

Some of these sites are purely about currys poor service including website dedicated to getting a apology after such poor service.

i would like to state that i do not blame the staff for such service as they are just as much a victim as the people who have purchased electrical equipment from currys.

This clearly the fault of the managers and directors i particular who clearly have no disreguard for the consumer law in many cases and contracts they are supposed to honour.

Today i came across article about currys and how they aimed to improve their customer services the following is the link.

I have already put on a letter i have sent to trading standards after they requested it the following is a the e mail i received from keith jones


Thank you for your email dated the 18th May 2009 addressed to Nick
Wilkinson, Company Director. As current Group Retail Director it is
appropriate that I respond.

Your comments have been noted regarding the numerous repairs and the
request for a 21 day rule write off. Please accept my apologies for the
inconvenience caused in this matter. Having checked with The TechGuys and
whateverhappens Customer Services I can confirm that the television cannot
be written off for the 21 day rule. May I advise you that the 21 days can
only be claimed, if eligible, when a repair has exceeded the time limit
without any gaps. The repair history shows that several gaps of over 7
days without access or bookings have occurred and numerous appointments
have been cancelled. Please note also that the television cannot be
written off for the 21 day rule in the future for the fault reported. This
is due to the terms and conditions stating that a replacement will not
apply if the item is still operational and safe to use, which The TechGuys
have advised is the case.

With regards to the current repair this has been arranged with The
TechGuys and they are currently awaiting an appointment. This was booked
for today but I can see that this has been cancelled and rearranged for
Friday. For further information regarding the repair please contact The
Tech Guys directly on 0844 800 3060.

I appreciate my decision on this matter may not be to your satisfaction,
although I trust it serves to clarify the company position on this
occasion.

Yours sincerely,

Keith Jones
Group Retail Director

I have sent a inviataion as stated above via e mail to keith jones i have inclluded the links to this page.

And also stated how amusing i found the article link above considering the how so many have found the opposite including myself not only the storys on here but on many sites.

Some of these sites are purely about currys poor service including website dedicated to getting a apology after such poor service.

i would like to state that i do not blame the staff for such service as they are just as much a victim as the people who have purchased electrical equipment from currys.

This clearly the fault of the managers and directors i particular who clearly have no reguard for the consumer law in many cases and contracts they are supposed to honour.