Dreadfully Dire Customer Service From Currys

[DaveHerns]

They get so many jobs booked for them, they have to find the flimsiest excuse not to do a few jobs.

 

[Brigadier]

Guess what?
Bloke rang this afternoon to say that the regular guy had "cried off", so he had taken over.
Guess what?
He can't do it....cancelled the appointment.

I now have an appt. for tomorrow pm.

Makes sense, really.
Why **** lots of customers off a little bit, when you can keep most of them sweet, and royally shaft one or two?

Unfortunately, you're the one (or two)!

 

[securespark]

Unfortunately, you're the one (or two)!

Hey! I know I'm overweight, but that's a bit mean!

 

[^woody^]

I like the irony of complaining on a DIY site about paying for someone to alter a fridge door.

 

[Doggit]

Good point, but a whinge is still a whinge.

 

[securespark]

Guy never came, so Mrs Secure wrote a scathing review on TrustPilot. Hey Presto! We got a response, offering to waive the door reversal fee and some compensation for waiting in for several days, between them worth £85.00.
She told me she wanted to replace the fridge with a new one, as she thinks the guy who reversed the door buggered up the switching mechanism, and she booked a trained team to bring the new one, reverse the door and take the old one away.

I asked her to confirm that there would definitely be a visit booked along with a team of competent door reversal "engineers".
Yes, she said, I have spoken to the manager and he is fully aware of your job.
Simple.
That job was booked for yesterday.
They did not come.
Today I get a text message asking me for my views on their service....
I answered with a zero.
They then said:

We regret that we were unable to complete our planned visit, have you been kept informed about our next visit? Please reply YES or NO.

Great. So their idea of letting me know they cannot come is to text me the day after, only as part of a follow-up to het job that never happened.

So I texted back NO.

What sort of a reply would you expect?

Something like:

"We're sorry to hear that. Please ring XXXXX XXX XXX to make arrangements for another visit."

But no.

Instead, I got this:

Thank you! If you'd like to leave us any further comments, please reply to this message. For more information, please visit www.teamknowhow.com

I just don't know what to do next.

 

[freddiemercurystwin]

Samaritan's? The police? There was a thread about dirty protests in the Building section recently, maybe that's an option?

 

[DaveHerns]

You didn't consult us about your purchase of a fridge, we'd have told you not to use Currys or Argos. Wonder if AO could have done better? They normally drop off and run.

 

[Doggit]

I just don't know what to do next

Ring them back, and ask to speak to the person at the top of the food chain; they'll insist you recount the whole story again, but you should get through to someone that makes others jump. A stern voice, and firm manner will resolve the situation, but you might get laughed at when you suggest a refund for the fridge, but you could try it on if you're feeling brave and sassy.

 

[Brigadier]

Ring them back, and ask to speak to the person at the top of the food chain; they'll insist you recount the whole story again, but you should get through to someone that makes others jump. A stern voice, and firm manner will resolve the situation, but you might get laughed at when you suggest a refund for the fridge, but you could try it on if you're feeling brave and sassy.

What a quaint notion

 

[securespark]

You didn't consult us about your purchase of a fridge

Forkin' 'ell!

Damned if I do and damned if I don't...

Actually, the fridge we liked was a Which best buy and unknown to us is made by Kenwood for DSG.

 

[DaveHerns]

I hope you get it and the door on the right side in time for Xmas.

 

[securespark]

Thanks Doggit.

I did say to the woman in the trouble-shooting team that I wanted to reserve the right to reject the fridge for a full refund if they could not sort out the issues on the next visit.

 

[Doggit]

What a quaint notion

Well, I didn't get a refund, but they buggered up the first delivery (scratched the fridge and the floor) and in waiting for a replacement, they discontinued the fridge; in the end, they agreed to provide the new ones at the old price, so saved about £300. Currys have a special trouble shooting team, and once you get to talk to them, they've got a lot of authority, and they make sure that the professional guys (and girls) come out to see you. But they agreed to hold the old price so easily, that I realised that I could have pushed them further.

 

[securespark]

I have been speaking to a Customer Complaints personage.

She has the welly. But even she had trouble making this visit, despite ringing the manager at the depot on two separate ocassions and impressing on him that this job was an "elevation".