Customers at Currys PC World are still dissatisfied with customer service from the company, many say they have problems delivering products, and other customers have been waiting for a refund for months and can’t contact their advisors. I am.
This is Money’s first report of a tech store issue May 2020 Since then, I’ve received hundreds of emails from readers who have experienced similar issues this year.
During the pandemic, the company’s sales soared, which seemed to hurt the customer service provided by the store, with many saying they kept calling the company for hours at a time. ..
Others can’t get through at all in any way and can’t solve the problem.
Currys PC World has been called out by customers due to the recent poor service.
One customer, Rosie, said: I ordered a washer / dryer in August. The delivery date was not confirmed by email or text as promised, but I logged in and confirmed that the date was specified.
“The product arrived and was partially installed, so I had to push the machine into place myself, even if I was pregnant.
“I used the machine once, and it worked fine. The next day it didn’t work. I tried to contact Currys via web chat, Facebook messenger, email.
‘All customer service email addresses will no longer be available and all other platforms are advised to call the customer service team.
“It took more than an hour to reach someone with more holds during a call, resulting in an hour and 45 minute call.
“Then I took a break from work and waited all day, but no one came. I tried to contact customer service three more times, but after holding for more than an hour, I gave up.
Rosie hasn’t solved the problem yet and is waiting for an engineer to repair the machine or have it replaced by Currys.
She is frustrated that the only way to get help is to spend hours on the phone waiting for a customer service assistant.
Another reader, Emma, said she paid to have her TV repaired herself because she was convinced that Currys refused to help her.
She said:’I ordered a Samsung TV from Currys, which was delivered in early September. When I installed it, I noticed that the aerial port was broken.
“I contacted Currys to explain this, and said it must have been caused by myself or Samsung.
“Samsung advised me that it should be Currys who needs to provide a replacement TV. I have decided to book a repair service to repair this myself. Currys I think I’ll say something to avoid changing the TV, so it costs 200 pounds.
One customer said DPD was denied a refund after losing a defective item in transit.
Another customer, Mark, added: ‘My daughter brought a new 55-inch smart TV from Currys in April. Last weekend it stopped working for no apparent reason. There was no image on the screen, only the purple line was displayed.
“We contacted Currys on the same day and were told to fix it ourselves. After reminding the company that it was still under a 12-month warranty, we finally recovered the TV. I agreed to repair it.
“The TV was recovered, but Currys says it’s uneconomical to repair the TV and is returning the broken TV to us.
There was no further information on what it meant to say it wasn’t economical to repair, and now Mark’s daughter was left with a TV that didn’t work properly.
Meanwhile, customers who don’t want to be named have been in dispute with the company after returning a defective graphics card worth £ 1,530.
DPD collected the product on behalf of Currys, but was subsequently lost “in transit”.
Currently, customers are not eligible for a refund from Currys, which states that they will only pay when the product is returned to the warehouse.
This is Money, who has been in contact with Currys regarding this case, and fortunately the company has agreed to refund the customer.
A spokesperson for Currys PC World said:
‘Because of the high value of the item, it is currently being investigated by our carrier to determine the location of the item. The normal process for high value products is to complete the investigation before refunding to the customer.
‘In this case, the customer has been waiting for a few weeks and has agreed to transfer the refund to his bank account. He will receive them in the next 3-5 business days.
Others have used social media to share their frustration.
The customer said he had paid for next day delivery multiple times but never received it.
An angry customer said he had to wait a week for a new oven to be installed.
Another customer criticized the complaint system because he couldn’t talk to anyone
Another problem faced by many Currys customers is the delay in receiving PS5.
Many people use social media to pre-order or buy a device some time ago, but say they haven’t received it yet.
Some believe that Currys may have made a mistake in his order, but that it is due to a lack of inventory.
A spokesperson for Currys PC World added: ‘Sorry that some customers have problems contacting the customer service team.
“Since May of this year, the average waiting time for phone inquiries has been over 17 seconds, and the average waiting time for online chat and web help is less than 9 seconds.
“Despite these efficiencies, we recognize that our customers truly value the face-to-face interaction, expertise, and support of their colleagues in the store.
“People are better than automation. We encourage customers to come to the store to solve problems when it becomes very clear and convenient as the customer’s message moves forward.”
A customer who bought a PS5 said he couldn’t hear anything after paying at the store
Another customer said he was having a hard time getting an answer about his PS5 order
What are my rights if a refund is required?
Under the Consumer Rights Act of 2015, your purchase will be protected in the event of a problem.
The law states that the product, as explained, must be of satisfactory quality, fit for purpose and last for a reasonable period of time. If the installation is part of a contract, the item must be installed correctly.
Therefore, if you receive a defective item, you can request a refund instead of as stated.
To claim consumer rights using this law, you need a proof of purchase that does not have to be a receipt. For example, a bank statement.
Within 30 days of purchase, if the item violates the Consumer Rights Act of 2015, you can refuse the item and receive a refund. This does not apply to the expected lifespan of short items such as perishables.
After 30 days of purchase, the trader may offer repair or replacement. Refunds are available if none of these are possible or if the trader chooses.
Your contract is always with the trader you gave the money to. So, for example, if you order something online from a trader and the delivery is delayed, contact the trader and take the time to resolve the delivery issue. You do not need to contact the courier.
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Curry’s PC World customers complain after failing to repair defective products
Source link Curry’s PC World customers complain after failing to repair defective products