Visitors to the site are reminded that the details contained within user comments are uncorroborated and as such should not be read as fact but as the opinion of the person who left the comment.
Comments:
Dear Ian,
If you are still having trouble with Currys please contact me at dom@flametv.co.uk.
We are a TV show looking for people fighting with Currys over bad service.
Cheers!
The saga continues with Currys reply and my response.
Ian
Mr .......,
Yes! I saw on your website complete with the expected response time, and yes my kettle was purchased as a package in March last year. If my original e-mail could be re-read you will see that the package issue was raised........."this does not mean I agree with it" and yes! Saj was (again as per my original e-mail) very co-operative and served me with empathy. This does not mean your policies are right or user freindly, let me explain -
1. I had expected some symathy or even a little empathy from Currys due to the fact that we where now without a kettle (an important item in any household) the response time of 3 days I assumed (wrongly so) would be wavered as Currys would look favourably on good customer relations.
2. The response has not resolved my issues, I still want to keep my toaster its a super toaster, we like the toaster. You have nothing suitable as a set in the correct price range I purchased at last year. I realy am not being twisted into investing more money due to the fact that one of the set was quite obviously sub standard. Is this a sales policy or strategy?
3. As for the receipt issue, I find it quite incredible that a manager of a store has no flexibility whatsoever.........we in real customer service call it the "Wow factor" when an employee who deals direct with the public and resolves an issue (sometimes not in the companies favour) but to the customers satifaction........this is refered to as good PR.
4. Again I will re-iterate my original complaint was being dealt with quite well with Saj. Mr Tony Holland then got involved. It was like dealing with a football hooligan who had no concept of customer service. I probably would have relented and went and collected the toaster and then paid any up-grade, but! I am now very adamant that I would like the kettle replaced. Not the toaster. To this end Mr Tony Holland can take credit.
5. Your offer to resolve the issue by me returning the complete set is just a duplication of what Saj has dicussed with me and is not exceptable.
6. I know I said you would not hear from me again but your response has just proved that customer services is not a priority in your organisation.
7. Whilst we are talking about responses please ask Saj why he was trying to get Mr Holland to leave the counter and deal with me without his biteing inputs.
Ian Graves
----- Original Message -----
From: Customer.Services@dixons.co.uk
To: Ian Graves
Sent: Friday, February 18, 2005 12:30 PM
Subject: Re: Fw: Fao - Customer services manager re Warrington Store C-DH -01
Dear Mr Graves
Thank you for your email
I am sorry to learn that you are unhappy with the service received from
our Warrington store.
I have spoken to both Saj and Tony to discuss the matter with them
and am now in a position to reply to your complaint.
The reason the store where unable to offer an exchange on your Kettle
is due to the fact it was purchased as part of a package as was explained
to you at the time in the store.
As the package that you purchased is no longer available it is not possible
to swap over just the kettle as the stores till system will not accept this
as a valid transaction. If the store had just swapped over the kettle in the
branch they
would not have been able to provide you with a new receipt meaning you would
not have received a new warranty.
The option that the store gave you were to return the complete package for
either
an exchange for a completely new package with a new 12 month warranty
or a full refund.
In response to your comment regarding that amount of time taken to reply to
your email I must point out that we have a 3 day response time for email
complaints. As you had only allowed 5 hours for us to respond your
deadline could not be met.
I know that you have stated that you have now bought a new kettle however
should you wish to go back to the branch with the full package the store
will still be happy to assist you further.
The 2 e-mails copied below explain my complaint.
Regards
Ian Graves
You total lack of response only shows the culture that is encouraged within your company. Just to update you, I am now the proud owner of a new kettle purchased yesterday after 4pm.
I trust as per my last e-mail yesterday timed at 11.18am that you will choose to ignore this e-mail and therefore tactily approving your employees actions.
Yours and never to be heard from again
I W Graves
----- Original Message -----
From: Ian Graves
To: customer.services@currys.co.uk
Cc: customer.services@currys.co.uk
Sent: Thursday, February 17, 2005 11:18 AM
Subject: Fao - Customer services manager re Warrington Store
Dear Messrs,
Today at 9.30am I took an electical kettle back to your Warrington store as it was not working, it failed within the 1 year warranty period. Your store manager Saj initialy helped me and was polite and helpfull. Now as you dont stock the item anymore he insists that I bring back the whole set for a refund.
I DO NOT WANT A REFUND!
I LIKE AND WANT TO KEEP MY TOASTER! (part of the set)
I OFFERED TO TAKE THE CHEAPEST KETTLE AT 6.49!
NON OF THE ABOVE OPTIONS WAS EXCEPTABLE!
NO! nothing would shake him out of insisting I return home fetch the toaster (which we use daily) and then he would refund me. During my conversation with Saj another man (I refrain from using the word gentleman) interupted our conversation and was blatantly rude, obnoxious and I felt somewhat intimidated by his aggresive manner. During this conversation the subject became very lose lose. Saj asked Mr Tony Holland to leave the area, I then asked for there names and left.
Now I live on the Woolston side of Warrington and I have been in sales for my whole life, I have even run sales courses on Quality customer management and let me tell you that I have never (as a customer) been spoken to like that. I will never darken Currys door again. Over the past 2 years I must have spent at least two thousand pounds at Currys and am in the process of renovating my kitchen and fitting a new stove. Currys will not see a penny of mine or my families money ever again.
I still have the broken kettle. Failing a response I will today at 4.00pm go out and purchase a new one from a company whom I will ensure has no connections with Currys and I intend e-mailing every receipient in my inbox and share this experience with them (over 400) and ask them to forward it on to the addressees in their inboxes.
Ian Graves
multi sent this e-mail to ensure a response
Add a comment about this blagger
Visitors to the site are reminded that the details contained within user comments are uncorroborated and as such should not be read as fact but as the opinion of the person who left the comment.
Comments:
If you are still having trouble with Currys please contact me at dom@flametv.co.uk.
We are a TV show looking for people fighting with Currys over bad service.
Cheers!
Jen
FlameTV at 25th Apr 2007, 02:00PM
Ian
Ian
Mr .......,
Yes! I saw on your website complete with the expected response time, and yes my kettle was purchased as a package in March last year. If my original e-mail could be re-read you will see that the package issue was raised........."this does not mean I agree with it" and yes! Saj was (again as per my original e-mail) very co-operative and served me with empathy. This does not mean your policies are right or user freindly, let me explain -
1. I had expected some symathy or even a little empathy from Currys due to the fact that we where now without a kettle (an important item in any household) the response time of 3 days I assumed (wrongly so) would be wavered as Currys would look favourably on good customer relations.
2. The response has not resolved my issues, I still want to keep my toaster its a super toaster, we like the toaster. You have nothing suitable as a set in the correct price range I purchased at last year. I realy am not being twisted into investing more money due to the fact that one of the set was quite obviously sub standard. Is this a sales policy or strategy?
3. As for the receipt issue, I find it quite incredible that a manager of a store has no flexibility whatsoever.........we in real customer service call it the "Wow factor" when an employee who deals direct with the public and resolves an issue (sometimes not in the companies favour) but to the customers satifaction........this is refered to as good PR.
4. Again I will re-iterate my original complaint was being dealt with quite well with Saj. Mr Tony Holland then got involved. It was like dealing with a football hooligan who had no concept of customer service. I probably would have relented and went and collected the toaster and then paid any up-grade, but! I am now very adamant that I would like the kettle replaced. Not the toaster. To this end Mr Tony Holland can take credit.
5. Your offer to resolve the issue by me returning the complete set is just a duplication of what Saj has dicussed with me and is not exceptable.
6. I know I said you would not hear from me again but your response has just proved that customer services is not a priority in your organisation.
7. Whilst we are talking about responses please ask Saj why he was trying to get Mr Holland to leave the counter and deal with me without his biteing inputs.
Ian Graves
----- Original Message -----
From: Customer.Services@dixons.co.uk
To: Ian Graves
Sent: Friday, February 18, 2005 12:30 PM
Subject: Re: Fw: Fao - Customer services manager re Warrington Store C-DH -01
Dear Mr Graves
Thank you for your email
I am sorry to learn that you are unhappy with the service received from
our Warrington store.
I have spoken to both Saj and Tony to discuss the matter with them
and am now in a position to reply to your complaint.
The reason the store where unable to offer an exchange on your Kettle
is due to the fact it was purchased as part of a package as was explained
to you at the time in the store.
As the package that you purchased is no longer available it is not possible
to swap over just the kettle as the stores till system will not accept this
as a valid transaction. If the store had just swapped over the kettle in the
branch they
would not have been able to provide you with a new receipt meaning you would
not have received a new warranty.
The option that the store gave you were to return the complete package for
either
an exchange for a completely new package with a new 12 month warranty
or a full refund.
In response to your comment regarding that amount of time taken to reply to
your email I must point out that we have a 3 day response time for email
complaints. As you had only allowed 5 hours for us to respond your
deadline could not be met.
I know that you have stated that you have now bought a new kettle however
should you wish to go back to the branch with the full package the store
will still be happy to assist you further.
Kindest Regards
...... .......
Customer Services
Regards
Ian Graves
You total lack of response only shows the culture that is encouraged within your company. Just to update you, I am now the proud owner of a new kettle purchased yesterday after 4pm.
I trust as per my last e-mail yesterday timed at 11.18am that you will choose to ignore this e-mail and therefore tactily approving your employees actions.
Yours and never to be heard from again
I W Graves
----- Original Message -----
From: Ian Graves
To: customer.services@currys.co.uk
Cc: customer.services@currys.co.uk
Sent: Thursday, February 17, 2005 11:18 AM
Subject: Fao - Customer services manager re Warrington Store
Dear Messrs,
Today at 9.30am I took an electical kettle back to your Warrington store as it was not working, it failed within the 1 year warranty period. Your store manager Saj initialy helped me and was polite and helpfull. Now as you dont stock the item anymore he insists that I bring back the whole set for a refund.
I DO NOT WANT A REFUND!
I LIKE AND WANT TO KEEP MY TOASTER! (part of the set)
I OFFERED TO TAKE THE CHEAPEST KETTLE AT 6.49!
NON OF THE ABOVE OPTIONS WAS EXCEPTABLE!
NO! nothing would shake him out of insisting I return home fetch the toaster (which we use daily) and then he would refund me. During my conversation with Saj another man (I refrain from using the word gentleman) interupted our conversation and was blatantly rude, obnoxious and I felt somewhat intimidated by his aggresive manner. During this conversation the subject became very lose lose. Saj asked Mr Tony Holland to leave the area, I then asked for there names and left.
Now I live on the Woolston side of Warrington and I have been in sales for my whole life, I have even run sales courses on Quality customer management and let me tell you that I have never (as a customer) been spoken to like that. I will never darken Currys door again. Over the past 2 years I must have spent at least two thousand pounds at Currys and am in the process of renovating my kitchen and fitting a new stove. Currys will not see a penny of mine or my families money ever again.
I still have the broken kettle. Failing a response I will today at 4.00pm go out and purchase a new one from a company whom I will ensure has no connections with Currys and I intend e-mailing every receipient in my inbox and share this experience with them (over 400) and ask them to forward it on to the addressees in their inboxes.
Ian Graves
multi sent this e-mail to ensure a response
Back