Currys review: Repairs

I am very unhappy about the recent dealings I have had with Currys Repair Department.

HISTORY

I took my laptop into Currys in December 2022 to repair an issue I was experiencing with the laptop lid. It was returned to me on 17th December 2022 and the cost to me was £320. It was returned to me with a one year warranty on that repair. The laptop worked satisfactorily until September 2023 when I had a third party repair it due to a faulty cooling fan.

The laptop was returned to me by the third party who duly noted that "one of the screws (in the hinge) had not been replaced properly" by Currys and this had caused the fan to fail. On return of the laptop by the third party it was working properly and closing satisfactorily.

I duly contacted Currys in Irvine within a few days of the laptop being returned by the third party to ask that the laptop hinge be repaired. They said they would contact the repair department and took a note of my details. As nobody contacted me I returned to Currys shop in Irvine a week later and repeated my request for the laptop to be returned for repair, this fact was noted by the staff. Again, nobody contacted me.

A week later because of the lack of response from the shop I phoned the Currys repair department and arranged for the laptop to be picked up from my house. They insisted that I return the power pack with the laptop. This was duly done and the laptop and power pack was collected on 21st October, together with a report from the third party noting what he had found on opening the laptop (copy letter attached).

Sometime during the following week somebody telephoned me from Currys to inform me that the laptop repair was a different issue to to the repair carried out in December 2022 and that it required a new touchpad, which would be an extra cost. By this time I have spent over £400 repairing it and was disinclined to spend more. I asked that the laptop be returned as was.

On Saturday 28th October the laptop was returned enclosing a letter saying, "I am sorry that I have not been able to repair your product as you have requested it to be returned". No power pack or cable was returned with the laptop and the delivery driver wasn't unaware of its existence.

I immediately opened the laptop and found that the keyboard had detached itself from the touch pad, see attached photograph. This is not how it was given to the driver who picked it up from my house. It was intact. I can only assume that the laptop was damaged either in transit or in the repair department. I telephoned Currys repair department yet again to complain that the laptop was badly damaged and asked for compensation. I was told there would be no compensation and that no work had been carried out on the laptop which is a downright lie as the rubber strip has been removed from the base and a sticky substance is also present on the base.

I asked that the power pack be returned to me.

Today (30th October) I received a cable, but no power pack. The cable they have sent me is not my cable, it is a brand new cable but useless without the power pack.

PRESENT SITUATION

My laptop went from a working machine (albeit with a slightly loose hinge) to one that is so broken it barely works, and also because I now have no power pack I have no method of getting my files onto a backup drive as the battery is flat.

To say I am appalled by the customer service shown by Currys is an understatement.

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