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Curry's Excellent Customer Service on Laptop


gizmo111
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My father purchased a Packard Bell laptop on 6/02. He has terminal cancer and loves using the internet, he bought the laptop for the sole purpose of when he was too ill to get out of bed, he could still have this pleasure. That time came last week and he now has a very short life expectancy, maybe 3 weeks.

He has hardly used this machine, and on Easter weekend he found out that the CD/DVD drive was missing. Customer services at PB talked him through the recovery programmes and stil lit would not work. I took it back to a different branch of Curry's on Monday, where they said he had corrupted the system, and a CD was needed to work it, obtainable from PB. This guy refused to help in any other way.

I rang PB and explained the situation and spoke to a very nice techy guy called Ian, who said they would normally send a courier for collection and it would have a likely 2 week turn around, I expalined my dad may not have that much time left, and he spoke to a manager, who suggested he ask Curry's for a replacement, and said he would call me back soon after his lunch. He rang back mid afternoon and said he had spoke to the store manager, Duncan, at Bristol Broadmead branch who was very sympathetic and had agreed to replace the laptop, if I took it in to him. I did this afternoon and got a new one for my dad.

Duncan said that company policy should not replace customer care.

 

I took it my dad and I wish Duncan could have seen the smile on his face.

So a BIG THANKYOU to Curry's Broadmead, and Ian at Packard Bell tech dept, for thinking outside the box and being instrumental in letting my dad enjoy the end of his life.

 

ooh and hopefully he will be on here tonight to claim his charges back!

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That's great. I'd write a letter to his company's MD, letting him know that Duncan was so helpful. We should complain when things go wrong, but equally, we should praise when things go right. :)

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Good story and nice to see they do get it right every now and then

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Excellent, Duncan. You are one of life's gentlemen.:)

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Yep, it's really nice to know that there are still people who care working for large, sometimes faceless organisations. Well done Duncan and Currys for going the extra mile and the excellent customer service.

 

I hope your Dad gets a bit of extra time to make the most of it Giz.

 

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:p

 

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