Let me tell you how I’ve been.
STRESSED!!! That’s how I’ve been.
Why have I been so stressed?
Currys Customer Service….. or lack of. That’s why I’ve been so stressed.
Let me explain.
On Friday 28th Jan our washing machine died. It had been a good machine and got a real pounding every week. We decided that because of the age of the machine and the cost of a call out and repair it was probably a better option to actually get a new machine.
So! On the 29th Jan we purchased a Beko WME8227W washing machine from the Rope Walk branch of Currys in Bedford.
It was delivered on Wednesday 2nd Feb.
On Thursday 3rd Feb it died half way through its second wash load.
On Fri 4th Feb we spent 45 minutes on the phone to finally get put through to Beko who apologised and wanted to send out an engineer! Of course we said no to this option as we wanted a replacement for an item that was less than a day installed before breaking down.
We were given a reference number and told to get back in touch with the purchase store to arrange for the replacement.
On Sunday 6th Feb the new machine turned up and on Sunday afternoon the machine was deemed useless as it couldn’t get through a spin load without walking across the floor sounding like a jack hammer. (yes, the bolts were removed and we spent all afternoon with a spirit level making sure it was indeed level! to no avail)
Monday 7th Feb we went through the whole phone procedure again and again we got a reference number from Beko who informed us to go back to Currys support who then informed us that they couldn’t do refunds and that we had to go to the store.
Tuesday 8th Feb we arrive at the store with all the paperwork and the reference number. We explained all the above and that we wanted a refund.
It was then that we realised we didn’t have the debit card with us that we paid for the machine with.
We didn’t think this would be an issue because it was an electronic point of sale being refunded to the same account it was paid from. Wrong. We were told we needed the card so I left my husband at the store and drove home for the card.
When I arrived back at the store, pickup of the machine was arranged for Weds 9th Feb and we were then told that once the item had been picked up we would need to go back into store to actually activate the refund……. which begs the question….. WHY did I have to drive home to get the card when it wasn’t actually required for anything that day? To add insult to injury, the card is in my name but I was working the next day so my husband would have to take the card in for the refund and this was apparently NOT a security issue!
So far this machine had cost us an hour and a half on premium rate numbers, 2 days waiting for the machines, 2 additional trips to the store and the insult of being told that we wouldn’t have had all this trouble if we had purchased the product protection which would have added another 25% to the price and also that Currys now give free delivery that we paid £20 for.
Why should we pay for added protection on an item that already has a 12 month guarantee?
Why were we asked on 2 occasions to go back to the manufacturer for support while it quite clearly states under the consumer act that under 21 days it is the Traders responsibility and not the manufacturers.
On the government website it quite clearly states the following….
If you are entitled to a refund, replacement, repair or compensation, it is the trader who must sort out your problem. The trader cannot tell you to go back to the manufacturer.
When we queried this with customer support we were told that this is company policy and we would have to put a complaint in to customer services.
Anyway, we finally ended up buying another machine from Tesco.
It was installed on Thurs 11th Feb.
The service we have received from them so far has been far superior to the service we received from Currys and guess what!!!
THE MACHINE IS STILL WORKING!!