Currys - KnowHow (KnowNot)

rhysduck

rhysduck

rhysduck

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Took the bedroom TV to Currys week before last for them to repair network issues (wifi and rj45) I've had with it. All in warranty.

TV delivered back to store last Thursday (turn around was one week). Note that the TV was taken to store in perfect condition with the remote, powerlead and stand all present, boxed in it's original box and packaging... Went up to pick it up and found the following issues:

TV was not returned in its original box which lead to the tv having been scratched on the right bezel where the plug was wrapped around and has obviously rubbed against the bezel in transit/handling.
No remote with the tv.

I spent nearly 45 minutes in the store whilst they attempted to find the remote, I also mentioned the time I had been in the store, lack of original packaging which has lead to the scratch, lack of remote which ultimately means I cannot use the tv. I left the store being told someone would ring me last Friday (day after).. heard nothing.

What would you do in this situation?
 
In hindsight you probably should have refused to leave the store without the TV and accessories in the state you purchased it (minus any cosmetic marks that is your fault and open packaging). I would go back to the store in person and make a complaint, not leaving until you have seen progress made on the situation. They can quite easily ring up the manufacturer and request a remote replacement, request that they do this and for you to get a reference. To be honest, with the mark on the bezel you can argue that this is unacceptable and want a replacement but knowing Currys, they likely wont budge without a lot of aggravation.

People often suggest posting a poor facebook comment on their page works but i don't know if Currys care much about reputation :p
 
Having been a Knownot employee myself for a few years, this doesnt come as a huge suprise!

I actually had my own TV returned after a repair signifcantly more damaged than when it was sent... Even witht he fact I was an employee and had the "premier" extended warranty, it took weeks to get my case resolved.

We never took tvs back in original packaging, and this was always explained to customers. They have their own transporting boxes (filled with foam), however these often became worn, allowing the unit to move around inside. We never sent remotes with the units either because as you have discovered, they never came back.

Have a look at the repair docket they would have given you initially. It should state on there any damage on the TV as it was brought in, and what was sent with it. This may give you a little more arguing room.

As has been said, its going to take good bit of arguing your case to see any result.
 
Off back this evening.
I saw and was told that the tv came in with no marks or scratches, they have to note these down upon receipt before sending off apparently.

See what happens - not holding up much hope!
 
TV most likely will have gone to Newark for a repair, however there are some brands which do go back to the manufacturers workshops.

By all means complain to the manager, however in my experience while working there store managers didn't have much say in refunds/compensation etc.. and the best they can offer is the TV to go back for a repair for the additional damage. In some cases I've seen a customer loaned a TV however I think that was only once.

The customer services people are the best people to speak to as they have more power. They can usually try and get a faster turn around on a repair (if it goes back) but I never really saw that happen, just lots of notes saying "chased repair center".
 
I work for a different repair center and we don't send repairs back in the original boxes either, we use customer built boxes for the products. We do, however send all devices back with the correct items that come with it.

You have the right to chase it and also the repair center should have noted down anything that the device come in with including serial numbers and condition of the item.

We also take photos for evidance for any marks etc as we do get customers who try to fiddle it.
 
rhysduck said:
What would you do in this situation?
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Stop buying stuff from Currys. They are hands down one of the worst retailers on the face of the earth. So much so that I'll gladly pay extra for the after service care offered by smaller independent stores.
 
Took me two months to get a refund on a £600 LG dishwasher LG BER'd with Currys I'll never use them again.

John Lewis for me now. Yes sir, sorry sir here have a replacement and an extended warranty for the inconvenience sir. Their not even that much more expensive.
 
Maybe send an email with damage pictures and story history to the Currys CEO, and propose what you want as compensation.
Complain the they were dishonest about not acknowledging the damage.
If it was only months old, a replacement product, or pro-rata refund based on use you have had.
 
How did you pay for the TV? If credit card then it might be worth looking into a section 75 claim if you dont get anywhere with them
 
Maccapacca said:
Took me two months to get a refund on a £600 LG dishwasher LG BER'd with Currys I'll never use them again.

John Lewis for me now. Yes sir, sorry sir here have a replacement and an extended warranty for the inconvenience sir. Their not even that much more expensive.
Click to expand...
That's about our experience, we stopped using DSG something like 20+ years back and they've never changed from what I can tell (one of my friends had his laptop in for repair, he spotted it on a shelf in the support area with a note about not telling him it hadn't been sent off for repair several weeks later when he went to chase it up having been told "it'll be back this week" several times)..
 
You know what to do....

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:P
 
Popped in last night - basically an exchange on the price of the original TV plus £50. So I've got £400 in total to play to choose another TV.
 
Currys messed me about years ago when I was a student. The last time I bought anything from them or one of their sister companies. I still make sure that I don't give them another penny of my money.
 
I remember working at the computer store myself.

Got a laptop that failed within a year. Followed the process and sent it away, ended up having to send it back 5 times as it kept coming back with the fault still.

In the end, I had to email the service director directly through work to get anywhere - ended up with vouchers to acquire a new laptop.
 
I have had nothing but trouble from currys as well.

My TV started making a ticking noise when ever i turned it on and off,lasted about 20 mins and was annoying.

Sent it back (they picked it up and brought it back) on a monday and told the man on the phone what was wrong and said i can only accept the tv back on a monday as well.

Following week i got the tv back and the fault was still there,report said the main board was replaced as the tv kept on switching on and off by itself ? (this was not the fault)

Rang them again and told them the fault was still there,the man replied that the was not turning of and on again by itself,told him that was not the problem and told them again what the problem was,last week the tv got picked up on monday,sunday just gone i got a call from the engineer who was looking at my tv,he asked me what the problem was as he couldn't find anything wrong (i had told 3 people what was wrong) told him the problem and he said he would replace the power supply,i said to him,your cutting it a bit fine with this as its due back to me on monday.....no problem sir,it will be with you monday without a doubt,monday morning i got a text saying the tv will be back on wednesday (today),now...i work nights and can only take the tv back on a monday,another call to them and it will be back next monday now,so for a total of 3 weeks they have had my tv,lets hope its ok this time.

I had already made a complaint about something else they done and got £50 back from them,looks like another complaint is heading there way.
 
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