I bought Samsung 42 inch TV/VCR/DVD on 1 Feb 2003,which cost
me £1495. It was delivered to me on 14 Feb 2003.
On 5 Aug 2003, the picture on the screen was gone. I reported
faulty to Curry Repairing Service Dept 08701541541 on 6 Aug 2003.
I tried for more than two hours, the line was always engaged.
Then I tried Curry Customer Service line at 08701 545 570. I was
put on hold by a lady from Customer Service Dept for more than
25 minutes and then transferred to another lady to book an appointment
for engineer coming to check. That lady told me CLEARLY that the
engineer would repair it on site, if he could not repair it, he
would take it with him and Currys would give me replacement. On
9 Aug 2003, engineer came, glanced at the TV, only gave me one
sentence 'You need to contact Service Dept on Monday for another
appointment'. I asked whether he was going to repair it and when
I would receive the replacement. He simply replied 'Thats not
possible', then he left.
I rang Customer Service Dept again to find out when they would
send me the replacement because I like watching TV but I dont
have second TV at home , and I subscribed Sky so I pay subscription
every month,. Again, I waited for another 20 minutes for somebody
answered my call from Customer Service. This time I was told there
would be no replacement, I had to ring back AGAIN on Monday to
book another appointment. I asked whether she could book me an
appointment then, 'No, the Repairing Dept is closed already' she
said. It was lunchtime around 12:30 on Saturday then, actually
the repairing dept is working from 9:00am to 6:00pm on Saturday
(08701 541 541).
Then I asked whether I could have replacement as her colleague
advised me when I reported faulty. 'No, you need to wait for 28
days'. I asked why different staff gave me different answer, whom
should I listen to? She said I had no choice but to ring back
on Monday. Though the Repairing Dept was still open at that time,
she refused to book any appointment for me and refused to tell
me when could next appointment be. I tried to persuade her to
help me for booking next appointment because I was eager to get
my TV repaired so that I can watch. And I do believe that I paid
£1495 just in Feb this year so I deserve a TV to watch.
Unfortunately, she lost her patience, she cut my line. I need
to point out here, until then, there was nobody advised me that
repairing would take 28 days, neither did the first customer service
officer when I reported faulty nor did the engineer who glanced
at my TV.
Then I went to Currys in Beckton where I bought this TV just six
months ago. A Customer Service Manager called S L checked from
system, told me that TV's tube was gone, and I had to book another
appointment for repairing. I asked whether she could help me to
book appointment or may I have replacement because I only had
one TV at home. 'No', she refused loudly.
Then I asked her please put down her name and Currys would repair
it in 28 days or I would get replacement. Because first staff
from Currys advised me wrongly, and I even didnt know her name.
Now I realised that different staff from Currys would give me
different answer, I had to get the staff name and what they told
me so that I can follow. She refused again, she said:'You can
go to trading standard.' I said I didnt want to complain, I didnt
have more time on this issue, I just want to sort it out as early
as possible. Guess what happened next? She shouted at me: 'Get
your mouth closed! Leave Currys now!' I was shocked.
Even worse, she turned to one security staff, asked him: 'Get
her out of here'. Plenty of customers in Currys then heard and
saw what she said and what she did to me. I am female, 158cm tall
and 50kg weight, not tall not strong, kept on saying 'please'
since I talked to her. I will never understand in the rest of
my life why I deserved to be frightened by Currys staff to be
thrown out of Currys. Luckily, the strong security staff didnt
follow her order, otherwise I could be in hospital now.
I busted into tears immediately. Another manager C Patel came
to me. I asked him, why Currys treats customer like this, I was
the victim of that faulty product. He said Currys treats every
customer same, there was nothing wrong with Currys' service. After
an hour, finally he gave me his name and Currys would give me
replacement after 28 days unwillingly. I left Currys still tears
still without any appointment booked.
I paid £1495 for TV set from Currys in Feb this year, the
tube was gone only six months after purchase. I only had one TV
at home, I could not watch TV for one week already and would have
more weeks to go before it repaired or replaced. However, I still
have to pay Sky subscription, and I have to spend time on ringing
those forever busy customer service tel no, as well as on another
appointment, another collection and another delivery. I didnt
do anything wrong, the only mistake I made is doing purchasing
from Currys. Started from first time I reported faulty till now,
there was nobody from Currys apologized for what happened to me,
for all inconvenience caused to me.
I would like to hear from Mr Nick Wilkinson to explain why I deserved
what Currys' staff did to me.
Yours sincerely, C Ma
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