Currys PC World

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tony's complaint against Currys PC World

tony hoggett

23/09/2018

[LAPSED] Would you be happy??

Complaint against Currys PC World

In January 2014 I bought my HP Laptop and signed up for a Service Agreement entitling me to repair or replacement for which I have paid £10.50 per month by Direct Debit until and including 7th September 2018. I took it in for a routine service (in 2016 I think) and then on 15th August 2018 for a repair. The Knowhow chap at the desk was very impressed with the condition of it but it had a damaged PSU, dc port and cable caused by somebody accidentally knocking the cable connection into a chair and he pointed out that they may not be able to save any data; I said that wasn't a problem. We left it to be sent to the repair centre and were told that we could track the progress; it should be back in store next week. We then received a text message (20th August) to tell us that they needed to order parts however it duly arrived back as promised on 22nd August and we went to collect it the next day to find that, although it was working, there was some exterior damage which hadn't been there and needed to be put right. The same Knowhow chap that had dealt with us before agreed that it wasn't really acceptable and sent it back only to be returned after another week (29th August) with even more cosmetic damage. If you had a mechanic work on your car and do some similar cosmetic damage (scratches etc.) to the paintwork on the bonnet, would you accept that, because you could drive it, you should put up with dents and scratches? When I asked to see a Manager, the one who came to talk to me instructed the staff at the desk to telephone and ask for a "WriteOff"; the member of staff who then came to look at the Laptop asked where the damage was and I pointed it out; he looked at it and then looked at me and smirked but sent it anyway and said we would probably get the answer in a few days. His attitude was very insulting and it seemed he thought I was being ridiculous. Next we received a text message, (2nd September), that it had arrived at Repair Centre and showing a different tracking number. Then another text, (4th September), telling us that it had been assessed and would be returned unrepaired, followed, (6th September), by yet another text to tell us it was back in store. On arriving at the store next day, the member of staff with the insulting attitude came to the desk and brought the Laptop expecting me to sign as collected and when I said I wasn't prepared to sign until some kind of compensation was arranged, he snatched the laptop from me and said I couldn't remove it from the store! I was extremely angry and my wife then insisted on some additional information to be written on the collection ticket before she would sign. Another manager was called and agreed to add some more comments so that my wife eventually did sign and we took the Laptop home. I cannot believe that, after being customers of Currys since before it joined up with PC World and buying so many things from them over the years since 2004 both for ourselves and for other people, they can behave in this way. Wife is still doing research into possible claim procedures.

  • supporters 0

Lapsed. tony has not responded in 90 days

  • Comments (15)

TEAM KNOWHOW | | VERIFIED

Hi Tony, I'm sorry to hear this. So our team can look into your question. Please can you contact us at [email protected] using SPK180746 as the subject and a copy of this message in the body of your email. Thanks - Nathan

tony hoggett | | VERIFIED

Hi Nathan, thanks so much for responding so promptly. I have done as you asked and sent a brief email asking for telephone contact and hoping to hear from you soon. Regards - Tony

tony hoggett | | VERIFIED

tony hoggett | | VERIFIED

tony hoggett | | VERIFIED

Hi Tony, Apologies as I am unaware of what was discussed with my colleague Nathan, and from reading the case notes it does indicate that you were requesting a replacement machine due to the cosmetic damage. I am very sorry that this request was rejected and I am happy to provide a store voucher for £30.00 as a gesture of goodwill. Thank you for taking the time to let us know your experience.

tony hoggett | | VERIFIED

The above was received as an email and, this morning, followed be a phone call from Nathan repeating the offer as a full and final settlement - This is, apparently, the full value of our custom.

TEAM KNOWHOW | | VERIFIED

Thank you for your time on the phone earlier. I do apologise this was not the resolution you had hoped for. If you would like to accept this offer in future please let us know - Nathan

TEAM KNOWHOW | | VERIFIED

Thank you for your time on the phone earlier. I do apologise this was not the resolution you had hoped for. If you would like to accept this offer in future please let us know - Nathan

tony hoggett | | VERIFIED

Thank you for letting us know that the offer is still available; we are currently seeking some advice on other methods of more acceptable compensation but will keep in touch - Tony

TEAM KNOWHOW | | VERIFIED

No worries Tony. Do feel free to get back in touch when you are ready ~ David

tony hoggett | | VERIFIED

Hello David, My wife and I (and, indeed, a number of other people that we have talked to) feel that the offer of £30 would barely cover the fuel for our journeys from home to the store. For the record, we did not request a replacement laptop at any time; we asked for the cosmetic damage caused by the repair centre to be put right; it was the Manager who suggested a request for "Write-Off".

tony hoggett | | VERIFIED

Hello David or Nathan, We have finally decided to get back in touch to accept your offer of a Store Voucher as being the only option. We would appreciate a phone call on 01223-873260 to let us know when we could expect the Voucher if possible. Regards, Tony

TEAM KNOWHOW | | VERIFIED

Hi Tony, we'll get that processed and posted out to you. - Rach

tony hoggett | | VERIFIED

Would it be possible to reinstate the cancelled insurance for this computer and if so, can you please tell us how this can be done?

TEAM KNOWHOW | | VERIFIED

Hi Tony, as long as the laptop is in full working order there shouldn't be any problem. You would need to make up the two missed payments in full at the time of reinstating, and this can be done by phoning our agreements team on 0344 561 1234. - Rach
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