Currys
Reviews and Complaints

I bought a printer from them about 6 months ago, an epson dx3850 (which is an all in one, very good). BUT yesterday the printer broke, the printer refuses to take up paper, eg the loading mechanism is broke. So I drove to my currys store where I bought the printer totally expecting them just to replace it under the guarantee. BUT no apparently now we have to phone epson.

I phone epson and explained they agreed it was indeed faulty. So, I have to post it back to them or goto the local repair centre where they will try to repair it. The local repair centre isn't so local it is about a 15 mile round trip, not that far but I would need to print out a map to find it, but no wait, my printer is broken.

So I now have no printer, and I have work to do. A few years ago it would have been a simple case of the retailer sorting it out and then sending it off to the manufacturer. But now because I didn't pay the extra "service care" costs I have to deal with the problem my self. Basically currys refused to do anything about it. Not sure if that is toally legal as the retailer must sort out problems if the goods are not fit for purpose, clearly a printer breaking within 6 months does mean it was not fit for purpose.

So, instead of the currys simply replacing it, I have to make a long phone call an 0870 number (which costs 8p per minute) to get epson to sort it. The epson chap was quite helpful but he refused to call me back and said the call wasn't costing me money as it was national rate. I pointed out that national rate doesn't exist anymore and infact the call was costing me a lot more than normal and why couldn't they have a normal geographical number. Eg why should they make money out of me for their fault.

Epson said that currys could take it back at their discression. So, I called currys back and they refused.

So now basically I have to travel 15 miles, or wait for prepaid post pack and goto the post office, in my time at my expense. Why should I have to contact the manufacturer and make arrangments for a repair surely the shop should do that. Other retailers I have used in the past would simply replace the printer for me, why should I do their job? I also now have to buy a new printer anyway as I've got work to print out today.

What happened to good customer service where the retailer doesn't just take your money and forget about you unless you pay them extra for a service agreement extra guarantee and placement policy which is really the level of service (appart from extra time period) that I would expect from the retailer anyway.

Basically Currys want to take your money and forget about you. I even tried to get the name and number of the area manager, they refused to give it to me. Simply saying call the 0870 national customer service number (at my expense again). I won't be buying anything at Currys ever again. In future I may as well just use internet online ordering since if it breaks I'll end up having to post it somewhere anyway so what is the point in ever going to a shop?

I purchased a laptop from curry's on Saturday 21/02/09 at home I found that the pointer was not functioning. I contacted the technical services and explained the problem and they could not fix the problem and they said I should return the computer to the seller. Today the 22/02/09 I went to the shop and explained the problem to them and asked the computer to be replaced. They did not have one more to replaced and said that only Alfreton branch (30 miles round trip) have 3 of this computers.

And I have to return to their shop on Monday (parking and 30 min waiting to obtain a receipt for the Alfreton branch) and collect the receipt for me to go and collect the computer from Alfreton branch.

18 St James Gardens
Leyland
Preston
PR26 7XA

8/4/09

Coverplan ref: [protected]

Dear Sir/Madam,

I am writing with regret that I have so resort to these measures to complain. Copies of this letter has been forwarded to Coverplan, Currys head office, Watchdog and small claims court/solicitor.

I purchased a 36” Sony T.V, DVD and VCR from Currys store at the Capital Centre, Preston on 22/3/2004. Upon purchasing the items we agreed to insure them with Coverplan at your recommendation . This cost an extra £419.00 for the T.V, and £25.00 each for the VCR/DVD for 5 years cover.

At around Christmas time 2008, the T.V showed outlines around people and started flashing different colours. We persevered with it until the picture was annoying to watch, and decided to claim under the Coverplan agreement as we had never claimed before.

May I point out that from Christmas 2008 my partner has been housebound since an accident at work and operation and has not left the house. May I also point out that we have an answerphone on permanently.
May I also add that I am registered disabled with Meniers disease and cannot go out, so the T.V is the only pleasure I have.

Here is the record of utter disaster that followed:

26/2/09 – Phoned Coverplan to log repair.

2/3/09- Engineer promptly arrived (impressed upto now!). He told us that the tube was going and would have to see if the parts where available.

5/3/09- Phoned repair company to see what was happening. They said that we where not even on their system as the engineer hadn’t yet logged it. We were told to phone early next week.

6/3/09-phoned Coverplan to see if they knew anything. Was told “don’t worry Mrs Turner, the engineers will phone you when they have some news.

10/3/09- phoned engineers who said that we where on the system and they where trying to find a part.

11/3/09-phoned Coverpaln who told me that if the repair was not complete in 21 days after the engineer had called, we could raise the 21 day rule ie/ send vouchers for a replacement. Spoke to a lady called Alison.

12/3/09-phoned engineers who told me they where ordering the part and it would arrive in hopefully 7-10 days.

16/3/09-Phoned Coverplan again to see if they knew anything and they said again about raising the 21 day rule (lady called Devica).

18/3/09-Phoned Coverplan again and spoke to a lady called Jessica who said again about the 21 day rule and said “no need to contact us again – wait for the engineers to contact you. She even gave me the 23/3/09 as the 21 day rule was up.

23/3/09- Waited until close of business and then phoned Coverplan to raise the 21 day rule. The lady said she was processing it as we speak. That the 21 day rule was now raised and we would get vouchers for the television. I said thankyou at last’s its’ resolved.

24/3/09-My partner was in the bath and couldn’t get to the phone. When he came downstairs there was a message from the engineers to ask to come to take the T.V away. He rang them back and said to the lady – I have raised the 21 day rule with the insurance. She said we have tried to contact you. My partner said “ no you haven’t because I have been here 24/7 and in anyway we have an answerphone. How come you rang me the day after the 21 day rule was raised. She said we must have dialed the wrong number. My partner said itn;t it funny, you can manage to dial the right number AFTER the 21 day rule has been raised. She said because the rule had been raised she would close the case for repair. My partner said do you contact the insurance company now. She said no, we don’t, you do.

24/3/09-Phoned Coverplan who said 21 day rule was being processed and voucher would arrive shortly.

30/3/09-Phoned Coverplan as we hadn’t heard anything and was told our policy was 6 week rule and that we couldn’t claim until 6 weeks was up. Obviously we where upset that 4 people had told us about the 21 day rule at Coverplan and it had actually been processed.! We where referred to a gentleman (supervisor) called Bob. He listened sympathetically to our tale and referred us to a manager called John. After relaying the story umpteen times we repeated it again. John was adamant that we had to wait 6 weeks. We asked about the repair and he said he would instigate a new job for a repair and the engineers would be in touch. He also said that the 6 week rule stood and that if we hadn’t heard anything by 8/4/09 we could log a claim under the 6 week rule.
We waited for the engineers call…………………..

Nothing.

8/4/09- Phoned Coverplan to log 6 week rule and spoke to numerous people and eventually got through to a supervisor called Ash. He informed me that the job was closed and had not been re-opened. He said that the engineers had told him that they had tried to contact us on a few occasions. He also said that we had avoided the engineers phone calls! RUBBISH.

I can get access to my Sky phone records to prove how long I was on the phone to Coverplan, the Engineers etc. I am also contacting sky to see if I can have any record that shows who has dialled me…just to prove that we are telling the truth.

This matter is not laid to rest, nor can you close a case without it being resolved or even informing me!

I will take this all the way to prove my innocence. How can a large chain store sell insurance that is not valid.

This matter will not stop until it is resolved.

Awaiting your prompt reply.
Yours sincerely

Susan Wendy Turner

When buying our washing machine a few years ago we were convinced by the Currys salesperson to purchase a 5 year extended warranty for the machine. The cost of the policy was about 200euro . In hindsight, this was a HUGE mistake. The machine broke down within the warranty period. That was SIX WEEKS ago and we are still waiting for repair or replacement. The whole saga is pretty tedious to recount, but here it is as briefly as possible:

When the machine broke we called the number on the policy to arrange a repair. Two days latter the company in Galway (elektro spares) called us to arrange a repair. The soonest they could service the machine was one week later. They never made that appointment although my partner had left work early to meet them. After 10 days we eventually got someone to look at the machine. He diagnosed the fault and ordered the parts - another 3 to 5 days we were told. After the parts arrived Elektro spares phoned us to say they couldn't fit the parts until they had coverplan verification that it was under warrantee. It took several confusing phone calls to work out what exactly the problem was - according to elektro spares the service hotline that we originally called should have phoned currys UK but didn't, they had a different version of what the procedure was. We had to ring the three parties involved several times and call into currys (they don't answer their phone - ever!) to get them to talk to each other and sort it out. It as THEIR administrative error but for some bizarre reason it was us who had to sort it out. Eventually, the repair was authorized by currys and an elektro spares engineer called to fix the machine. Now they realized they had the wrong parts. They blamed the suppliers of the parts but they had them for a week before fitting them while we were trying to sort out their paper work for them. Why hadn't they checked? Who knows. Another half day had been wasted coming home to meet them. We were told the right parts would be ordered and the machine would be fixed within 3 to 5 days. That was 12 days ago, still no sign of the parts. So it is now six weeks since we originally reported the fault. We still have no washing machine.

The policy clearly states that if the item is not repaired within 6 weeks, the holder can apply for vouchers to get a new machine. On Saturday we called to Currys to apply for these vouchers. The manager told us that there was really nothing they could do as they just sell the policy and gave us two more "helpline" numbers! We called one in the shop and explained the whole painful process. The extremely disinterested person on the end of the phone went through the motions of taking down our details. They would "look into it" and get back to us some time next week - when exactly? well he couldn't really be anymore exact than that. The lack of urgency in his voice suggests to me he deals with this all the time. I told him I had never in my life experienced a worse service than currys coverplan. This provoked so little reaction I wondered if he had me on hold.

A second Currys manager approached us who appeared a little more concerned than his colleague. He at least apologized for the fiasco. This was the first time in the 6 weeks of messing that anyone involved had apologized for the incompetencies of their employers! Everyone else has just passed the buck to someone else! He took down the details and promised it would be prioritized. Monday morning has passed and the phone hasn't exactly been hopping with calls from Currys or coverplan or electro spares to sort it out. Guess we'll have to start chasing them up again! Be warned. Curry's Coverplan is a total scam.

We purchased a Washing Machine from Currys in July 2005 together with a five year guarantee. When this broke down last Friday we rang the service line anticipating a service visit “within two working days” in accordance with the terms of our guarantee. (The agreement amplifies this with a a statement that faults reported on a Friday will be attended to the following Tuesday). At the time of our report, we were promised a call that day to confirm the date and time of our visit.

No such call was received and so we called back this morning. After a considerable time we managed to get through to an operator who then referred us on to another number. After further difficulty we were told that we would not receive a call until next Thursday.

When I rang to complain to the Currys Service number, my call was automatically transferred to an LG operator. He was extremely uncooperative and said it was nothing to do with LG. I should speak to Currys. He then gave me a Currys number. When I rang this, I was again automatically referred to an LG Operator who said that they had no system for dealing with complaints.

The material supplied with our product guarantee says among other things:

“ But all you need to know is that we can get your problem solved fast”.

“ Whatever happens we’re here to solve your problems quickly so you don’t have the hassle”.

“Our promise (s) Just make one call and we’ll sort the problem out for you”.

There seems to be no way of speaking with anyone in Currys so that I can enforce the terms of my contract with them. Can you advise?

I see from my receipt that I paid.

I had Purchased a TV set from currys team valley gateshead on 25/07/04. I took out a extended matercare guarantee untill 24/07/09 5 years in total. I have had nothing but problems with this product despite many repairs by mastercare

here are the dates of repairs and job numbers

1 aug 05 Job Number 204639 fault reported tv cutting out fixed on site power supply replaced

29 sep 05 Job Number 242318 fault reported tv cutting out fixed on site power supply replaced

30 mar 06 Job Number 375474 fault reported tv cutting out unable to fix on site sent to workshop for further inspection Job Number changed to 685489 collected from home on 18/05/09 mastercare had the unit for 6 weeks and one day master care spent a total of £888.16p to repair the unit

15 sep 06 Job Number 403088 Unable to fix on site transfered to workshop engineer said that the unit will be classed as bad history

23 sep 06 Job Number 463183 unit collected from home for repair

As you can see this i have reported the same fault over and over again and mastercare cant fix this problem. i contacted mastercare on 02 oct 06 and i was told that i will get a status report off an engineer about my unit no phonecall from mastercare

I have given mastercare more than one chance to fix this unit and the same problem still arises i feel that when the time comes that my coverplan guarantee runs out i will be stuck with this problem unit..

Ii have also been in touch with sony technical about this and they said that my television shares some parts with the KV-xxFQ86 CRT-TV's. here is what they had to say

The system controller (B-board) is of the same design and in addition to this, the lampdriver circuit and the secondary power supply is not always reliable.I strongly recommend you to ask an authorized Sony workshop for assistance and ask them to check all technical bulletins which are issued for this model by Sony European Center (SEC).

Due to the complexity of the set and the solutions, it's absolute of no use to try it yourself or let a non-authorized workshop try it because in that case the required technical informations on the various circuit changes is missing.

Due to the differences in datasets which are pegged to the version of the optical block, urge the service center to make a backup of the current data in the set's main NVM before performing any repair. They can make such a backup with the TRACE interface and software.

So i hope you can help me with this problem i have stated to mastercare that i want the unit changed as i no longer feel comfortable with this unit and its constant breakdowns

But all i get of mastercare is the unit will be fixed untill they see fit now i feel that i have wasted £599.00 on this guarantee

Regards
Mr David