Hi all, you might remember I asked just over a week ago about how I should go about sending my LG tv which was quite a highly spec tv to Curry for a repair under warranty.
I even posted a photo which is below and people said I should mention that some of the LED back lights had failed.
Well, they picked the Tv up last Thursday 5th October and gave me a date of today 12th October to have it returned to me.
I thought that this was strange but I was not going to complain as long as it was fixed.
I attached the above photo to the Tv and marked the dark patches so that the people at the repair centre could see easily what I was on about.
When Currys came to pick the Tv up the placed a plastic bag over it, when I asked about this I was told it would probably get put in a box for transport to repair centre.
On Tuesday I got an email from the repair centre stating:- Your product has been assessed and will be returned unrepaired with anexplanatory letter.
Today the Tv came back in the same type of plastic bag over it and when I read the letter it said the screen had physical damage and not a manufacturing defect.
When I plugged the Tv in below is the photo of the Tv screen now and also a photo of the packaging.
I'm fuming and currently been held on hold, after been given an email address off the first CS person I spoke to I formatted and email and added the photos only to have the email comeback and say this mail box is no longer active and I clicked a link to take me to the phone call I am on now.
AGHHHHHH.
Has anyone else had issues like this and how did you get on.
Thanks.
I even posted a photo which is below and people said I should mention that some of the LED back lights had failed.
Well, they picked the Tv up last Thursday 5th October and gave me a date of today 12th October to have it returned to me.
I thought that this was strange but I was not going to complain as long as it was fixed.
I attached the above photo to the Tv and marked the dark patches so that the people at the repair centre could see easily what I was on about.
When Currys came to pick the Tv up the placed a plastic bag over it, when I asked about this I was told it would probably get put in a box for transport to repair centre.
On Tuesday I got an email from the repair centre stating:- Your product has been assessed and will be returned unrepaired with anexplanatory letter.
Today the Tv came back in the same type of plastic bag over it and when I read the letter it said the screen had physical damage and not a manufacturing defect.
When I plugged the Tv in below is the photo of the Tv screen now and also a photo of the packaging.
I'm fuming and currently been held on hold, after been given an email address off the first CS person I spoke to I formatted and email and added the photos only to have the email comeback and say this mail box is no longer active and I clicked a link to take me to the phone call I am on now.
AGHHHHHH.
Has anyone else had issues like this and how did you get on.
Thanks.
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sorted byI noticed there van did not say Curry's on it so I asked why they came prepared when the Curry's drivers did not.
It turns out they actually are the Curry's guys and when I asked why their van did not have Curry's logo on it, they said because the contractors have hired all the vans with Curry's name on them.
I asked if all TV's should be boxed up like this and they confirmed that they should.
I explained what happened first time and also how it was returned, they were shocked, I explained that the other guys said that they were going to get it put in a box.
They got me to sign same paperwork as the other guys and the one doing the paperwork said that he was just going to put scratches all over the Tv diagram which was on the sticker I signed.
It was then I noticed that the plastic bag which my Tv was returned in was also the one they took it away in as it had my signature on the sticker.
So now I also have proof that I signed the sticker and also it was not put in a box.
I was told off the guys the Tv is due back next Friday.
I know there will probably a few more twists to this story yet but I will keep you all informed.
Went into store with our TV who refused and we spent weeks chasing CS and the store doing all their donkey work for an LG uplift code, etc. All promises were not met. My mum was left without a TV for 3 weeks whilst it sat in the store warehouse in limbo..
In the end my sister searched LinkedIn for curry's high rollers and sent a few emails off. She then had a call from curry's executive CS team who listened to my initial convo (a promise CS standard guys made weeks ago) and we had a replacement the next day...
Curry's store and CS teams were shockingly bad at passing the buck so I suggest you follow our approach and email as high as you can, as soon as you can. (edited)
So hopefully if I do need to go down the route you went then they can hear that recording as well as seeing my original photos.
I had not but I have now, I was mistaken it was not a Curry's van last week, but here are the pickups from last week, when my Tv was working and yesterday when it was not.
In first photo you can see that I put a letter on it showing what was wrong with the Tv.
They only put plastic bag on when they were in the van, just shows how people forget things, I blame old age. LOL
Currys customer service is renowned for being awful I'm genuinely surprised they still have a business.
I do hope you get it sorted op. Hopefully you'll get a new TV but if they happen to give you a refund put the money in your pocket and head to RicherSounds next time....
You gave Currys a used and malfunctioning TV.
They broke it while it was under their care.
You will get a new, working TV.*
*(after, no doubt, some arguing with CS)
I then called CS and asked to put in a complaint, the agent wrote in the report that I have got proof of the condition of the Tv in the form of a photograph showing the damage, she wrote that I have also got ring camera footage showing how the Tv was taken from my home both times and that if I do not get this sorted I will be going through the small claims court.
She said I should hear from them within 24 to 48 hours...... I will not hold my breath.
i have raised an issue on how someone in another city was able to open my account without going through data protection to do a collection at my address.
when i asked them to find out what they were collecting, they couldnt advise. they couldnt advise what agent accessed my account. only that it was accessed in a different city.
i have asked for a complaints team, turns out they dont have one. i asked for data protection team, they dont have one, however after contacting ICO they do.
i have raised up multiple complaints via phone, each time being promised a callback from a manager. this never comes about- they will advise you 24h-48h.
i would suggest writing a review as their social media team are abit more active, however takes a while for them to pick up replies and reply back.
I would not let it lie.
I will only use richer sounds
returned a tv to them and got a replacement but i sent it back in original packaging
I always keep the boxes though they are a pain to store for 65”
Please do update with what happens.
*Home Service Confirmed*
One of our experts will be with you on Fri 13 Oct.
Lets see what happens tomorrow !!!!
As I said I will see what they say tomorrow.
I definitely wouldn't rely on the courier packing it up for me, most couriers I've dealt with are just there to uplift the item. (edited)
Don't have the box and they said that their courier would bring one; it's forty inches.
But first they are sending someone just to inspect it today.
Best case scenario is that they write it off and refund x percent of the cost and I get to keep it.
Here is my review and their reply.
Tv screen damaged by them and blaming me for it a bunch of liars.I am trying to get a Tv repaired which Currys took to their repair centre having problems with Led back lights only to be returned to me stating it could not be repaired due to physical damage. Basically they smashed the screen on the Tv you can see it when you turn Tv on only a part of the screen shows anything and that is lines where it was bashed in 2 places. I have photographic proof of the original problem and video proof of how the item left my house and has now been returned twice. Curry's have not contacted me about my complaint and I am now going to have to go through small claims court as I cannot watch any Tv. The Tv was a top of the range one and is still in warranty. What good is one of them if they cause more damage than originally reported and then blame me for it. A bunch of lies told to me by their CS support team and repair centre. Do not expect your items to be repaired even if still in warranty.
The Reply was:-
Hi David, I am concerned to learn of your experience regarding your repair, this doesn't sound like our usual level of service. If you still require assistance with this, please contact us at contactsocial@currys.co.uk with a copy of your review and quoting the reference CUR15593. Please also include, your name, address, and any other relevant references and we will get back to you as soon as possible. Thanks – Shauna
Dear David
I am sorry that we havebeen unable to resolve this matter to your satisfaction. We have nowexhausted our internal complaints process, and this isour final position.
I am sorry that we have not been able to repair your product as after an inspectionit was found to have physical damage to the screen and this is not covered bythe manufacturers warranty.
Ifyou are still unhappy with our position, you can raise this via ConsumerDispute Resolution Limited (CDRL). CDRL is a leading alternative disputeresolution (ADR) provider and is approved under the Alternative DisputeResolution for Consumer Disputes (Competent Authorities and Information)Regulations 2015, by the Civil Aviation Authority, Chartered Trading StandardsInstitute and Ofcom.
Toraise this with CDRL, you can use the link below cdrl.org.uk/adr/.
Pleaseselect Currys from the dropdown link and then when prompted to enter areference number use xxxxxxxx.
Kind regards
Tracy