Currys PC World

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Daniel's complaint against Currys PC World

Daniel spurr

11/10/2015

Faulty TV and mis sold insurance

Complaint against Currys PC World

3 months ago me and my wife decided to buy a new 4K tv. So we bought the tv locally in Currys as if there were any problems I could return it to the store. We chose the tv and purchased a new bluray player and after that we were sold Currys all singing all dancing insurance that if you accidentally damage you TV or if it develops a fault we will given the same tv or we'll replace it with the same one and if it's gone down in price we'll give you the difference. And here we are today with a faulty tv we can not exchange it, we can not get a refund and now been told all the insurance does is that if the tv can not be repaired then we will exchange it or give you your money back. The manager was patronising and I was on the phone trying to sort this out for 57 minutes which is going to cost me a small fortune. The only service they have offered is oh we will send out some one to collect the tv and we'll try to repair it which will take up to 14 days I the customer had to ask if I was going to get a courtesy tv which the said yes but it will not be like for like which he said he said he would guarantee it wouldn't. So here I am a man with a faulty £1800 tv and an insurance policy that isn't worth the paper it's written on. Thanks Currys

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Currys PC World failed to resolve this complaint

  • Comments (16)

TEAM KNOWHOW | | VERIFIED

Hi Daniel. The agreement that you have in place offers an unlimited amount of repairs should a problem develop with the product within the term of the careplan. The agreement offers additional benefits to would would be included in a standard manufacturers warranty. Should there be a fault with the Television i'd advise contacting our Technical Support Team to arrange the necessary repair. Specific details of what is covered by your agreement can be found in the terms of your agreement. Richard

Daniel spurr | | VERIFIED

Are you being serious I contacted Currys as the tv not even 3 months old and Currys are stating to have it repaired. Ask your self is you bought an £1800 tv would you be happy that it will take up to 2 week for a repair. Or how about if you had insurance sold to you stating if any thing happens to your to we'll give you a new one or give you back what you paid for it. Even your loan tv is guaranteed to to be of the same quality or standard are you looking into the mis selling of insurance aswell

Daniel spurr | | VERIFIED

User Responded via private message

Daniel spurr | | VERIFIED

As your staff are probably on commission for selling insurance so how are we the "consumer" being miss sold an insurance for a quick quid in? I think this need to be looked into or do I take it to the FCA Ombudsman service? As the service provided is discusting. As the tv is not even 3 months old I think you should be offering an exchange or refund as this is how you insurance was described what it would do with none of the repair rubbish

TEAM KNOWHOW | | VERIFIED

Hi Daniel, As we are adhering to the terms and conditions of your Support Agreement we would not be able to offer a different resolution than that previously advised. If you can contact us on 0344 561 1234 we can look into getting the unit booked in for repair. Please accept my apologies for any inconvenience caused. Kind regards Gary

Daniel spurr | | VERIFIED

To be kept on hold I was on the phone to Currys on Sunday for 57 minutes which is going to cost me a small fortune and you expect me to call again I think someone in Currys is having a laugh at my expense. Am I going to be re imbursed the costs that I have incured. Have you even looked into how your staff are mis selling and mis leading consumers with an insurance that's not worth the paper its printed on as so far if this is your response to it I'll take it to the FCA

TEAM KNOWHOW | | VERIFIED

Hi Daniel. If you would like to advise how we have breached the terms and conditions of the support agreement I would be happy to escalate this. The terms and conditions of your support agreement are always freely accessible. A copy would always be available on request. Calls to our lines are usually charged at a local rate. We can't be held responsible for additional charges provided by your network provider. Apologies - Gary

Daniel spurr | | VERIFIED

We were sold the policy described as follows; This policy will protect you from accidental damage and/or if the set develops a fault we will replace the set for the same set if the set goes down in price we will give you the difference or if the same tv is no longer available we will provide you with a refund for what you paid for the set. At no point was I told that Currys will try to repair it first and to be told that a loan tv is available but will not be of the same calibre is a disgrace

TEAM KNOWHOW | | VERIFIED

Hi Daniel, As we were not party to the conversation that occurred at store when purchased we would not be able to comment on this. We would always view that written terms and conditions would supersede a verbal agreement as it would be hard to verify how a product support agreement was explained in store. Please accept my apologies I am unable to offer any different resolution at this juncture. Thanks - Gary

Daniel spurr | | VERIFIED

So is this Currys final response to the mis sale of insurance? With no key facts and information document provided at the point of sale and no terms and conditions provided I do believe that Currys are breaching many of the ICOB rules laid out in the FCA hand book. I look forward to hearing from you before I take this to the FCA ombudsman

TEAM KNOWHOW | | VERIFIED

Hi Daniel, If there have been any issues relating to receiving the policy, we would advise that you contact us so we can ensure that the terms and conditions are sent out to you. Our contact details are available to peruse on the receipt that will have been supplied at the point of purchase. I hope that this clarifies our position on this matter. Thanks - Gary

Daniel spurr | | VERIFIED

So Currys are clearly stating is that the consumer must ask for terms & conditions and Key facts documentation, are Currys going to say that we the consumer must check you the company are providing insurance within the ICOB guide lines which are clearly laid out by the FCA

TEAM KNOWHOW | | VERIFIED

Hi Daniel, We would anticipate that terms and conditions will be posted out to you. There may be extraneous circumstances beyond our control (ie postal issues) that may have prevented you from receiving these. If there was any issue with any aspect of a support agreement we would anticipate you contact us to look into this. Please feel free to send any further info you have to [email protected] although I cannot guarantee a different response. Thanks - Gary

Daniel spurr | | VERIFIED

Are Currys being serious posting out terms and conditions these should be handed to the customer a point of sale so if required the customers can excercise their cooling off period. If this is Currys final response to the this I will take this to the FCA Ombudsman service and exercise my rights as a consumer and make this available to be seen publicly as your staff are clearly mis selling and the company think it's acceptable to breach ICOB rules

TEAM KNOWHOW | | VERIFIED

Hi Daniel, Would have thought this will have been raised at the point of purchase. As it stands we would advise organizing a repair as per the terms and conditions of your support agreement. Please accept my apologies that I am unable to offer any resolution outside of these without any supporting evidence. Thanks - Gary

Daniel spurr | | VERIFIED

Complaint was handled very poorly and with the corporate we don't care attitude. I'm now ranked experienced n the process of raising this with the FCA as Currys have breached multiple ICOB rules laid out by the FCA.
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