@curryspcworlduk Extremely poor service

[rothery]

So the latest [problem] from the fantastic team at Currys PC World Knowhow.

 

I phoned the team on 17th September.

Told them that my cat had knocked my laptop out of the windowsill

and damged one corner resulting in a dead HDMI port and audio wasn't working.

I was told to take it into store and it would take around 5 days.

I took it to the store, told the guy there same thing and he checked the damage and said it would be no problem.

 

I then left it til 20th and called the team to see what progress was being made.

They told me it had not been picked up and was not going to be until 23rd sept.

 

I chased it the following Saturday,

and was told it had all been repaired and was coming back to store by the Monday 30th oct.

 

Then on the sunday I get an answerphone message to say the laptop was awaiting parts

and would not be delivered on time.

 

Called back and one of the team told me that it had been damaged when they were putting it back together.

Admitted it was their fault.

I then called several time s over the next week, and got told several different stories.

 

On Tuesday 8th October it was 21 days,

was told by the team and the store I was elegible for a write off and a new laptop of same spec.

It was a good laptop so was happy at that.

 

on the 11th I got a call to say the write off was being processed

but they would only go to the value of what I paid for it,

and there was nothing in the store at that spec for that price.

 

Wasn't too happy at this, but said ok just to get a laptop and had the view that I could upgrade it.

 

An hour later I got another answerphone message to say the write off was rejected by head office.

 

Called back and was informed it had gone to head office

and the damage was inconsistent with the fall and they had 2 different stories of the event so were rejecting it,

and my laptop would be back at the store by the Monday.

 

Monday comes, and there is no laptop in store,

so called again,

it was being reassessed, and got the news that the store had written down that it had fell down the stairs,

and there was a crack in the mouse rest and a bulge in the case.

 

I went back to store and spoke to the guy that booked it in.

He confirmed the damage was not there when he sent it off and that the story was not the one I told.

He called the team and confirmed this.

 

I then called on Tuesday and spoke to the engineers.

They admitted they had caused the damage, and assured me,

with manager backing it would be written off by Friday and I would have a new laptop.

 

I then called back on Friday and was told due to excessive workload it hadn't been dealt with.

I then refused to get off the phone until I spoke to a manager

and as a result was promised a call from the write off team by close of business.

 

I got a call from Shaun from claim investigations,

and was told that the laptop would get repaired but was not going to be replaced.

 

He was extremely arrogant and told me there was nothing I could do.

they would reapir the damage they had done as that is their legal obligation,

but could not tell me how long it would take.

 

I questioned the 21 day agreement and was told as per terms and conditions,

I can request a replacement after 21 days, but they do not have to give one.

 

So it is now day 35 without my laptop,

I have no idea how long it is going to take,

and I have been told tough, there is nothing I can do but wait.

 

Knowhow?? know nothing I think........

Edited October 21, 2013 by rothery

[dx100uk]

please use the edit post icon in the toolbar below you above msg

 

and add some blank lines and sentences.

 

dx

[Haven]

I think i helped you with this via facebook?

 

Told you that they have to abide by the terms and conditions of the warranty and can not change it to please themselves

 

. I can give you details for their CEO if needed but other then that it will be a write to them outlining the terms that relate to the replacement product after 21 days

and giving them a set amount of time (what ever you deem reasonable) to solve this problem.

 

And also contact CAB so that the complaint can be logged with Trading Standards.

 

If they dont deal with it Trading Standards will.

[rothery]

I pointed the 21 day issue out with them, and they just turned round and said the T&C just say you can request a replacement, it does not mean you are going to get one. CAB and trading standards are my next port of call

[Haven]

And the t&c's also dont state that they have the right to refuse.

 

They are in the wrong.

 

If you send any letters to them make sure they are sent recorded delivery

and i would give them no more then 10 days to either replace/repair laptop

as they are in breach of the contract.

 

But make sure you contact CAB first.

[porkyp1g]

Did I read that right, your cat knocked it out of an open window, did you leave the laptop on window sill next to an open window?

[rothery]

Lol, I had it on the table, but moved it onto the windowsill to clean the table, it fell inside onto laminate flooring. The damage was not huge, it was just cracked on one corner. The damage to the laminate was probably worse.

[porkyp1g]

Ah I see, lol, that makes sense.

[dx100uk]

sounds like all the stuff watchdog recently exposed about them

 

'yes everything is covered'

 

ah well its not!!

 

dx

[rothery]

The worse thing about it now is fact they still have it, but the damage they are waiting to deal with is damage they did themselves.

[rothery]

Day 40, still no response from emails or calls. Head office have told me they have sent a letter out twice, but none have been received. The saga continues.....

[rothery]

my latest reply from letusknow team

Hi Martin,

Thank you for getting in touch.

 

I am sorry to hear that you are not happy with the repair being carried out by our engineers at our Repair Centre. If the damage of a product remains unexplained then the case is often referred to our Head Office for investigation. I understand that it has now been agreed that we will continue to carry out the repair on your laptop. You will be contacted once this is completed and the laptop will be returned.

 

I appreciate that the repair has taken longer than 21 days to repair, although if an investigation is required during a repair, then this usual timeframe would not apply. This means that while we are now happy to carry out the repair on your laptop, we would not be providing a replacement at this point.

 

Please accept my apologies for any inconvenience this causes.

 

Kind regards,

 

Matthew

The Social Media Team

[Haven]

Did they send you a letter outlining that the repair was being investigated? Had a similar problem with them this year myself. 5yr old laptop insured from the beginning with them. paid them hundreds of pounds in insurance, hard drive failed and they refused to repair it saying it has been mistreated due to a scratch on the bottom of the laptop. Anything to get out of having to repair it. Never trust them again

[rothery]

They say they have sent me 2 letters, but I have not had any. they have also promised me a phonecall on 6 separate occasions, and again nothing. Unbelievable!!!

[dx100uk]

Did they send you a letter outlining that the repair was being investigated? Had a similar problem with them this year myself. 5yr old laptop insured from the beginning with them. paid them hundreds of pounds in insurance, hard drive failed and they refused to repair it saying it has been mistreated due to a scratch on the bottom of the laptop. Anything to get out of having to repair it. Never trust them again

 

 

time to get reclaimin that useless insurance then.

 

HDD issues are easy to sort out yourself

 

know you shouldn't have too

 

but with a USB cradle 90% are self fix issues

 

dx

[Haven]

time to get reclaimin that useless insurance then.

 

HDD issues are easy to sort out yourself

 

know you shouldn't have too

 

but with a USB cradle 90% are self fix issues

 

dx

 

 

Yeah i can easily replace the HDD, dont see the point in paying for insurance when the can just fob you off with excuses. The laptop is an old laptop and of course has wear and tear. They came up with all these things that needed doing, which clearly where not effecting the running of the laptop. They are a terrible company to deal with and the attitude i got from them was revolting.Wouldn't even know where to start with claiming back the insurance.

[porkyp1g]

Why would your repair be refused for just a scratch, doesn't make sense?

[Lewison]

I have my own private ongoing battle with Currys which I'll get into another time.

 

I think when contacting their "Customer Services" by email (which they never reply to), it's a good idea to send them a message every day and write," this is my second, third,......twentieth attempt to get you to sort out my problem".

 

In this way you'll build up a written history of trying to go through the motions which might come in useful when you have to hit them with a lawsuit.