Victory!

After weeks of letters currys has finally replaced the iPod.

At one stage they refused to even give me the basic information as to why they would not replace my device except for the excessive damage bull.

My final letter asked why they refuse to repair or replace and why they consider it misuse, abuse etc. and what they consider misuse, abuse.

I included example images from the web with damage the same as my ipod as evidence. I then asked them to explain why this type of damage is so common, and why if it is so common they say it isn't as this is a contradiction?

They had no answer and just offered a replacement straight away.

Moral of this story.

Do not give up.

Always keep a written record of correspondence

Ask them to explain every thing e.g. what exactly they mean by misuse, abuse in your case.

If you have evidence such as other people on the web with same problem or defect use that in your case.

And finally if you believe that you are in the right be willing to go all the way even to county court and watch them run!

Dave

Hi Ryker

 

Write a Formal Letter of Complaint, mark it as such, explain whats happened, how they have let you down and what you want them to do.

 

Send it to:-

 

Sebastian James, Chief Executive

[email protected]

 

Here are some tips:- http://www.dailymail.co.uk/femail/article-1242161/How--write-letter-complaint.html

Thanks rebel i'm geting on with that now and thanks for the address and name.

UPDATE

Letter sent recorded and copy via email

We here we are over two weeks since i wrote to Garry Perryment and three weeks since he was informed about this problem and no response at all. it looks like i will need to go higher up the food chain as he is not doing his job.

Now what is the name of the new chief executive?

Looks like we are in the same boat.

It's funny the agreement or store staff say nothing about service requests being transferred to investigations team for weeks or months when you hand over your hard earned cash does it.

Let me guess " If you take this cover everything is covered and we will fix it straight way or replace it for you sir"

But in reality you answered the door, took the package and then opened it to find a knackered laptop with a really snotty letter.

Give him two weeks to respond then write again stating any questions you what him to answer and what you want him to do. Put in the letter a date you want him to reply by e.g. 14 days and only deal in writing and keep all of it.

Hi Guys,

 

Just to keep you posted on this. My colleague has been dealing with the OP via our own forum that we use. I am sure Ryker will keep you updated through here though as the situation expands.

 

Kind Regards,

 

Paul

The KNOWHOW Team.

Paul just to keep you posted you colleague says it has to be dealt with by Gary perryment In the words of little Britain " Computer says NO"

I would carry on with the action you are taking. The letter you posted above is factual and to the point, not a long winded whinge. If others want to call it a 'hiss fit?' then 'wha-eva'

Thanks for the support silverfox. I've sent in the letter with the questions and explaining what happened now lets see what they do.

Hi Ryker

 

This is an article regarding 'Whatever Happens Cover', dated October 2011 :-

 

http://www.bbc.co.uk/blogs/watchdog/2011/10/knowhow.html

Thanks for that rebel it goes to show that currys are really lowering the standards of customer service.

before we get laws involved, all thats required is 'explain' the damage.

not a bit hiss fit by the OP

i suggest OP write a letter to EXPLAIN the damage, not have a hiss fit and see what happens

if that fails, then bring a lawyer involved lol pffff

joka007

"You mention before getting laws involved" they are the ones quoting the misuse, abuse terms in the agreement and only have written contact with investigators dept so that it can be used as evidence.

I have already explained what happened to them twice and now a third time by mail, and even mention another letter in two weeks. How is that having a hiss fit as you put it?

you also mention a Lawyer. Not for county court as you represent yourself, and as I have stated I hope that action will not be needed!

One last thing suggesting that someone is having a hiss fit is not really constructive is it? I would put money on the fact you have at some time worked for this bunch as you have the skill of pointing out the obvious getting it wrong and adding insult.

Hi ryker

 

Contact Consumer Direct / Trading Standards see if Trading Standards can look into the matter for you, they will also give you a Ref no. which you can pass onto Curry's.

Good idea sir, I will look into that and will add it to my next letter to him before I press the nuclear option and go the route of the county court.

But hopefully that will not be necessary

Sadly I've had a response and it is the usual rubbish.

Leigh (Official Rep) 1 hour ago

Hi,

Thank you for taking the time to get in touch and for sharing your experience. I am very sorry there is an issue with the repair of the ipod, I appreciate your frustrations. If this has been passed to Gary Perryment then you should receive a letter shortly from him outlining the issues and what to do next. If you believe the outcome is incorrect then you can reply in writing to Gary Perryment. He will consider your thoughts and then respond asap.

My apologies I cannot advise further at this time but if you have been referred to Gary Perryment you would need to contact him back directly.

Kind regards,

Leigh

The KNOWHOW Team

Maybe I should consider posting the letters that pass between us so that all the people on these boards and elsewhere can see how currys treats it's customers once it has the money off us?

sorry you seem to be confused

 

i'm siteteam here on cag - noet to do with currys

 

i have alerted paul

so he should be popping in .

 

dx

Thank you dx for your help it is much appreciated.

Good letter to be proud of, but be aware that you cannot send them a Freedom of Information request as they are not a government organisation.

Sorry you are right I flipped out for a min

But If they wish not to provide this information that in itself may look bad on them should this need to be escalated. If they can justify holding my information, and since we are on the point of entering dispute, then I will also start to prepare my retort.

What do you think of the questions do you recommend asking anything else?

All I want is the iPod sorting out and nothing more. Surly this is not to much to ask?

email sent dx hope you can help to sort this out as it is probably one of those slipping through the crack type of things.

Let me know if you got the email

best regards Dave

If no full reply I will write again and ask for missing info and a request under the freedom of information act and notice of further action. I will not be messed around for long!

If they want war lets go! negotiation is good too

I have done a letter to be posted tomorrow and these are some questions I would like answering.

I am now requesting and asking for the following actions and questions be answered.

If this cover does not cover “whatever happens” why did you call it this at point of sale?

Why does the customer not see the agreement until after the receipt is printed and stapled over the agreement in a folded cover and placed in the shop bag?

Please explain what you consider neglect, abuse and misuse of this product (iPod)?

Could the control board damage be due to the drop described and/or connecting the iPod to a computer after the drop as told to do by the helpline member of staff?, and if not why not?

The glass was broken by the drop however your tech department say the control board damage is unexplained. How could our neglect, abuse and misuse cause this and thus void the repair cover?

Is your service centre Apple approved for service and repair. If so could you provide information on this?

Has this service engineer that worked on our device received any training by Apple and if so what and when?

Your staff explained that you can tell this is unexplained by comparison to test data done by your company on iPod drop testing on steps or otherwise. Please would you provide this data or where it has been published.

Your letter states that “in the interests of impartiality pass this matter to third party investigators who work on our behalf” If they work on your behalf how can they be impartial?

By also stating that the product must be kept untouched pending this process are you saying that if I wish to get a report myself this would affect or stop this process?

Would you please provide me with a copy of the report on the iPod service you have already done and any relevant information passed to you regarding this request for service and repair.

Why does your office or department not provide phone, email or fax communications and is it as your staff member mentioned that phone calls can’t be used in court?

I would appreciate it if you would look into this for me and write to me within 14 days with a reply and request that all correspondence be in written form.

I hope the device can be repaired within the 28 days, however, if not I am requesting that you authorise a replacement device as stated within the “whatever happens” agreement.

What do you think any ideas? anyone please jump in!

Hi and welcome to CAG

 

I would dispute their findings. This may mean you getting an independant report done at your expense but if it backs up what you describe, Currys should back down. If not, you can use SoGA to assist but that really is a last resort.

 

As for WhateverHappens-complete waste of money as the Sale of Goods Act covers goods for up to 6 years from purchase

Thanks for the reply silverfox

Would SOGA cover accidental damage. I didn't think it did?

And yes a letter will be winging it's way to him tomorrow.

Grandparents buy an iPod for grandson and take out 3 year cover.

In year 2 it was dropped on flight of stone steps resulting in screen getting broken and one heartbroken kid.

Spoke to helpline which advised to connect to computer to backup to iTunes while on phone and arranged pick-up.

backup failed as iPod would not connect or power up.

iPod returned approx 10 days later still broken. with a letter stating that the JobRef 081792 and that damage is unexplained!

and that the issue has passed to Garry Perryment for investigation.

It turns out the control board is not working and that does not fit for the expected damage so no repair.

They are really cheeky as in the last 4 weeks we have bought 3 IPads at a cost of £1197.

Feels like a rip off to me. If this is not sorted I will never shop with this group again it will be Amazon for me.