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Whateverhappens Coverplan - Techguys severe problems

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Brief so as not to be boring - Called DSGI for TV repair, had day off work, they called at 18:30 day lost! - `Engineer` came he not interested in repairing he just a driver come to collect! - Did not leave spare TV, policy not cover it. 15 days later they call with a time to deliver, I say can be tomorrow no one in, they ignore that and txt me to say it will be delivered the day I rejected and try to deliver it anyway. I ring complain line 0844 561 3040 they tell me to ring normal support (as original) they not interest so ring complain number again. They gave me another number which does not exist, have now tried various numbers to arrange return to no avail, the gave me an address to write to to complain at Correspondence and Complaints Correspondence team PO BOX 1686 Sheffield S2 5YB. Unbelievable treatment all round, anyone else had this trouble? is there anything we can do?:mad:

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There's been loads of trouble with these guys over the past few weeks... I'll link you to a couple of threads in a bit...

 

The upshot is though... don't complain over the 'phone.... do it in writing only!

 

:)

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yeh, we're starting to hear bad things at the store about budget cuts at the techguys and the delivery center. I'm probably not far off in assuming the latest string of complaints are related.


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Thanks for all the help and advice, see my latest post in response to one of the links you sent, I have added useful addresses to write to, I had already done this before coming to this useful place. If we all do this then maybe people power will win over.... or am I just dreaming!:-|

Thanks anyway

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Is big brother watching this forum?? - Staright out of the blue today Techguys ring me! trying to deliver my TV - however they say they have no control over the time slots and could it be delivered elsewhere? I said after 5:30 any day and it is a big TV so has to be to my address. He said they would justy have to keep rebooking the delivery if I am not in whey THEY plan to deliver it. I'll keep you posted !:lol:

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They really do need to be watching.... plenty of people are not happy with them at the moment.

 

Looks like you're getting a result though.... :D

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Chaos Continues:- Had a call this morning at 7:52 to tell me they were delivering my TV back, I said "I'm at work" he said "Someone should have called last night" I said "no one called or texted" - Here we go again it will have to be rearranged!!!:mad:

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EVEN WORSE - Got TV back DAMAGED on rear an impact mark and bad scuffs and guess what, still the same sound problem!!! I rang to complain and spoke to a Matt who got `DIGITAL` to ring me another Matt who refused to give me his surname wanted to book it back in again to be fixed! I am on my way to commence battle with Currys Manager I'm really angry that they can treat `the customer` like this :x:x

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EVEN WORSE - Got TV back DAMAGED on rear an impact mark and bad scuffs and guess what, still the same sound problem!!! I rang to complain and spoke to a Matt who got `DIGITAL` to ring me another Matt who refused to give me his surname wanted to book it back in again to be fixed! I am on my way to commence battle with Currys Manager I'm really angry that they can treat `the customer` like this :x:x

 

The store manager won't be able to do anything and "commencing battle " with him is just going to annoy him and his staff. The best thing you can do is have someone from customer services ring them up and have them collect the TV again and make sure they know this is a continuation of a previous botched repair meaning that the 28 day period continues provided you report it within three days. No doubt they'll go over the 28 days this time and you can then ring and get vouchers for a new TV.


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RENZOKUKEN - Are you in the trade? funnily enough the understanding staff at the Currys store advised me to book the TV back in as a `continuation` job advising that the probable outcome would be their failure and vouchers for a new TV for me, forgive me for being sceptical but I'll believe it when I see it. What I find extremely annoying is the lack of contact or help from the Coverplan people and the conflicting advice and information they give e.g. I have 3 different complaint addresses, 1 person says my TV had a new sound board another says nothing was replaced. I'll keep you posted but they are due to collect my damaged set tomorrow but I won't know at what time until I get a call and text at 21:00 tonight, what a system!:rolleyes:

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no 28days

 

dx


PLEASE DONT HIT QUOTE IF THE LAST POST IS THE ONE YOU ARE REPLYING TOO.

MAKES A THREAD TWICE AS LONG TO SCROLL THROUGH!

please do not post jpg images directly to a topic..USE PDF ....READ UPLOAD.

 

WE CAN'T GIVE ADVICE BY PM - IF YOU SEND ME A LINK TO YOUR THREAD - I WILL BE HAPPY TO OFFER HELP THERE

Single Premium PPI Q&A Read Here

Reclaim mis-sold PPI Read Here

Reclaim Bank Account, Loan & Credit Card Charges Read Here

The CAG Interest Tutorial Read Here

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RENZOKUKEN - Are you in the trade? funnily enough the understanding staff at the Currys store advised me to book the TV back in as a `continuation` job advising that the probable outcome would be their failure and vouchers for a new TV for me, forgive me for being sceptical but I'll believe it when I see it. What I find extremely annoying is the lack of contact or help from the Coverplan people and the conflicting advice and information they give e.g. I have 3 different complaint addresses, 1 person says my TV had a new sound board another says nothing was replaced. I'll keep you posted but they are due to collect my damaged set tomorrow but I won't know at what time until I get a call and text at 21:00 tonight, what a system!:rolleyes:

 

Yeh, I work for the company, it says in my sig which for some reason isn't showing in this thread. :/

(EDIT: Oh... it is now.)

 

Anyway, as appauling as it is, unfortunately this is about the best the company will offer you, like I said though. They have 28 days from the original date you booked it in the first time. On the 29th day ring them and get them to issue vouchers, if they argue, make sure they're aware that the repair was botched the first time, and that it was reported and rebooked within 3 working days. If it helps, get the store to ring them on your behalf, usualy they don't even bother trying to blag their way out of it when talking to other staff. I've had a few "choice" words with them myself when they've tried. :D


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RENZOKUKEN - Thanks ever so much for the advice, I'll let you know how I get on. If my company treated people like this it would lose its acreditations and standing and I would strive to make the CEO aware, we actually are customer focused. I'm sure DSGI want the same for their customers but I wonder if the top-level management are fully aware of the failings? - Thanks again:confused:

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RENZOKUKEN - Thanks ever so much for the advice, I'll let you know how I get on. If my company treated people like this it would lose its acreditations and standing and I would strive to make the CEO aware, we actually are customer focused. I'm sure DSGI want the same for their customers but I wonder if the top-level management are fully aware of the failings? - Thanks again:confused:

I'd imagine any store-level staff would have a similar contact arrangement with the CEO than a member of the public...


The above post constitutes my personal opinion on the facts in the post compared with my personal knowledge of the applicable legislation. I make no guarantees of its legal accuracy. If you are in doubt seek advice of a legal professional specialising in the area concerned.

 

If my post has helped you please click my scales!

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I'd imagine any store-level staff would have a similar contact arrangement with the CEO than a member of the public...

 

That's correct.

 

I've never even SEEN john browett, never mind contacted him. The only method of input we have is via a system called "feedback" which is generaly for issues effecting our day-to-day running, such as wrong prices etc. Other then that if we wanted to talk to him, we'd have to write in the same way a non-employee does.


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Latest - Techguys picked up the TV again today saying it was a `First Call` on their sheets, I had to ring them again to make sure it is being treated as a `continuation` he said everything is logged so it should be OK and my documentation definitely says "we will guarentee to fix the problem within 21 days or we'll give you a replacement" not 28 days

Have now written 5 letters in total to 4 different DSGI addresses and not a single reply, is this usual? :evil:

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understood, thats first calls pledge, 21days, not dsg, probably they do that incase in goes in/out of store to make dsg's deadline of 28days.

 

kooking good!

 

dx


PLEASE DONT HIT QUOTE IF THE LAST POST IS THE ONE YOU ARE REPLYING TOO.

MAKES A THREAD TWICE AS LONG TO SCROLL THROUGH!

please do not post jpg images directly to a topic..USE PDF ....READ UPLOAD.

 

WE CAN'T GIVE ADVICE BY PM - IF YOU SEND ME A LINK TO YOUR THREAD - I WILL BE HAPPY TO OFFER HELP THERE

Single Premium PPI Q&A Read Here

Reclaim mis-sold PPI Read Here

Reclaim Bank Account, Loan & Credit Card Charges Read Here

The CAG Interest Tutorial Read Here

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THERE IS HOPE, after all of my problems 1 thing has proved to work. PHONE CONSUMER DIRECT, after my call to them yesterday I get a call from `Coverplan` telling me my voucher code values at £525. I paid £1,680 in 2006 for this TV so £525 is not a bad offer. Currys could not match the spec for £525 e.g. Sound 15watts and brightness 600 CD but one dearer did. I argued and got the offer increased to £579, I added £70 of my own to get an excellent TV which I have in my car now, I'm happy. I laughed hysterically when she offered me a WHATEVER HAPPENS warranty. She did not believe that the NEW Sky Protect for TV's is better in every way. All the best and thanks all for your invaluable advice:D:D

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well done

 

dx


PLEASE DONT HIT QUOTE IF THE LAST POST IS THE ONE YOU ARE REPLYING TOO.

MAKES A THREAD TWICE AS LONG TO SCROLL THROUGH!

please do not post jpg images directly to a topic..USE PDF ....READ UPLOAD.

 

WE CAN'T GIVE ADVICE BY PM - IF YOU SEND ME A LINK TO YOUR THREAD - I WILL BE HAPPY TO OFFER HELP THERE

Single Premium PPI Q&A Read Here

Reclaim mis-sold PPI Read Here

Reclaim Bank Account, Loan & Credit Card Charges Read Here

The CAG Interest Tutorial Read Here

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I'd imagine any store-level staff would have a similar contact arrangement with the CEO than a member of the public...

 

You would have thought so but, despite having an annual TechGuys 'cover' and the PC still under guarantee: My unit's been to Compaq and back; been away to TechGuys (and will again since the engineer couldn't fix it yesterday); and hasn't worked properly since I bought it last April.

 

21/28 days? Count yourself lucky. :evil:

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How can I cantact the Techguys' engineers who actually repair the products?

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