Currys/PCWorld

(46 Posts)
CheerMum Mon 26-Nov-12 16:12:06

Okay. Bought a new vacuum from Currys two weeks ago. It very rapidly loses suction power so yesterday took it back to the store. They said they would have to wait until today and then send it off to Vax for them to look at it. So, today, they ring me up and tell me that I've got to come and pick it up and clean it before they'll send it off as it is "filthy" and looks like it is full of "brick dust". WTAF!!!

I phone Customer Services in a right tizzy as the person from the store was SO insulting and register a complaint. But we still have to go and get it, clean it, take it back and then it will be sent of to Vax for them to decide whether or not something is wrong.

Either it's broken (in which case I want my money back) or it's not fit for purpose (we have a dog and need a vacuum that can cope with that, this model was recommended by the saleswoman) and again, we want our money back.

Gaaaahhhhh. Am actually looking angry.
AIBU in expecting better customer service?

I have also tried to put comments about this on their fb page but they keep deleting them.

CheerMum Mon 26-Nov-12 16:12:42

oh, an they have no idea how long it will take for Vax to examine and make a decision. so no vacuum for me for a while then. grrrrr

McChristmasPants2012 Mon 26-Nov-12 16:22:19

They will be contacting MN like they did a few days ago after a similar thread smile

YANBU - although I would have cleaned it before I took it back in the first place, but that's just me.

CheerMum Mon 26-Nov-12 16:23:52

eh? missed that one.

CheerMum Mon 26-Nov-12 16:25:16

we didn't take it in full of crap, it's just the cylinder thing is dusty!
it never occured to us that they would doubt it was faulty and wouldn't simply replace it there and then.

Mutt Mon 26-Nov-12 16:25:18

YABU to expect better customer service from Currys/PC World.

IME as soon as they have your money they are fucking useless.

I don't doubt they'll go the way of Comet before long.

If its this vax we have one about 8 weeks old and it's completely rubbish at picking up. They have a serious design fault where the inner filter gets blocked with hair and loses suction even though its supposedly designed for households with animals. Vax are supposed to be taking ours back but we've not heard anymore back and I really don't want the same model again as its so rubbish.

Which vax model is it? I bought one via Argos earlier this year, and they've fobbed me off with telling me I need to clean the filter - every time? It rapidly loses suction when I've done one room, and I do vacuum about twice a week, so not mega mucky here, but lots of cleaning required...grrrr

Cleaning the filter, yes, lots of brushing needed despite the instructions suggesting a gentle tapping against the bin. Gentle tapping doesn't dislodge anything.

And we bought ours from Argos who say they don't deal with the aftercare you have to contact Vax direct hmm

ThePortlyPinUp x-post, it's definitely that model we have. angry

Tiredmumno1 Mon 26-Nov-12 16:29:32

Maybe go straight the top, CEO email -

sebastian.james@dixons.co.uk

CheerMum Mon 26-Nov-12 16:30:01

yes, that is what we have too.

avivabeaver Mon 26-Nov-12 16:31:47

sod that.

they have sold you a faulty product. demand your money back. had the same argument with tesco a few years ago about a really shite tv we bought. they tried to say that because we had it more than 30 days we had to take it home and call out a person to come and examine it. having made an enormous and noisy fuss on a saturday afternoon they agreed to refund.

I've just posted on their Facebook page.

It would seem its definitely a design fault if we all have the same model angry

CheerMum Mon 26-Nov-12 16:37:26

yeah, i intend to make sure we get our money back it's just so stressful and unnecessary, and time consuming.

McChristmasPants2012 Mon 26-Nov-12 16:41:17

We have a vax which is as much use as a chocolate teapot. We have had it about 8 months. Bought it as it said it was suitable for pet hair. Right now its not even suitable for a normal floor.

Really cannot be bothered fighting with vax to get a refund. So we are putting it down to experience. Might save up for a Henry!

No help to you OP. But you have my sympathies!

Oh and I bought a PC from PC world a few years ago and I had to practically beg someone to serve me fs. It was like they didnt actually want to sell a PC hmm.

CheerMum Mon 26-Nov-12 16:42:48

i bet your fb comment will be removed, they've got rid of all of mine.

DozyDuck Mon 26-Nov-12 16:45:37

I've got that too! Same problem! Although I vacuum daily

mrskeithrichards Mon 26-Nov-12 16:46:38

Henry all the way!

I have the same vax model...I have been trying to tell them there is a design fault, but apparently no one else has ever complained about it apart from me! hmm

Anyway I have always dealt directly with vax, they give you a 2 year guarantee, I am on my 3rd replacement now since Feb, their customer services is great, they email you a form, you pop the sticker from the vax on it an post it back, new vax delivered within a few days.

Not that they last, but as I keep getting a new guarantee I am wondering how long I can keep doing this for! wink

I vacuum daily and spend more time after vacuuming, cleaning out the filter and putting it all back together than I do for the actual vacuuming. It's ridiculous, we're on a budget so this was quite expensive for us as we thought it we bought a trusted brand it would last longer but it's quite obviously not the case.

catsmother Mon 26-Nov-12 16:53:18

We had a hoover/Currys problem about 6 years ago - can't even remember what make it was now - but it might have been a Vax, whatever it was we bought it to pick up animal hair and it was useless to begin with and even more useless after a week. Same thing - they "couldn't" refund us, they "couldn't" do anything etc, it "had" to be sent off blah blah blah.

The ensuing very loud "fuss" (polite but firm) about fit for purpose and so on DP and I made in store was enough not only for us to get a refund but for the tale has also gone down in family history - as it was witnessed by all the kids. Can't go past a Currys now without it being brought up by someone.

Their customer service and attitude is shite. It's the shruggy shoulders, the lack of sympathy, the boredom at having to deal with - shock horror a customer complaint.

CheerMum Mon 26-Nov-12 17:00:39

just sent an email to the helpful katherine from the other thread.

aamia Mon 26-Nov-12 17:01:11

Can't comment on their customer service as haven't bought from them BUT I can tell you the vacuum you need! We have horses and a dog, so bring in hay, hair, grass seeds and loads of mud on us and the dog. Our Henry hoover is amazing - never gets blocked, and has fantastic suction! I've noticed that's what the cleaners at our school use too, and the ones at the car valet place. We got ours for xmas a few years ago - was sooooo worth it!!

Tweetinat Mon 26-Nov-12 17:07:00

If you end up with a refund and need a new hoover, than I can't recommend Wickes own brand highly enough. Only about £35/45 quid (got mine with discount so don't remember exact price) but excellent value for money.

cazza40 Mon 26-Nov-12 17:08:28

I am on my 3rd vax within 12 months - just rubbish !!! Have dealt with customer services direct you post it back and get a new one ... There must be some kind of design fault ... Next time it breaks am just going to get a different brand

Tweetinat Mon 26-Nov-12 17:08:49

http://m.wickes.co.uk/mt/www.wickes.co.uk/invt/215735?un_jtt_redirect

Here you go - £35.99 and its a wet/dry one too smile

bellarose2011 Mon 26-Nov-12 17:09:05

this is totally unacceptable, you do not have to wait for them to send it back to vax. i had a similar problem a few weeks ago with a tv.
i went in on a saturday and sat in the shop untill they gave me a brand new tv, make enough of a scene and they will want to get rid of you. use that as a last resort and be very nice but do not let them fob you off.
if an item is faulty before 28 days have to give you your money back, look on there website about returns they say it themselves, print it off and take it into the shop with you.
it is there policy!!

bellarose2011 Mon 26-Nov-12 17:14:21

ok ive just checked, there policy states that if an item has a fault within 21 days you are entitled to a refund or exchange.
just go on the currys website, to the end of any page in small writing, click on returns, print off and take it to the shop with you.
they cannot argue with there own returns policy!!
good luck!

PropertyNightmare Mon 26-Nov-12 17:22:46

Google 'letter before claim' and send them one. If they are going to be awkward then you might as well start things off formally and in such a way as you can proceed to the Small Claims division of the County Court if they stall or attempt to brush you off. Good luck!

CheerMum Mon 26-Nov-12 17:23:19

the thing is, they say they have no way of knowing if there is a fault or not until vax examine it sad

bellarose2011 Mon 26-Nov-12 17:31:14

the problem is if you let them send it to vax, they will likely repair it then you have no chance of getting a refund. i would not let them send it to vax.
the contract of sale is between you and currys, nothing to do with vax.
just show them there return policy, i don't see how can argue with that.

CocktailQueen Mon 26-Nov-12 17:35:25

We had to return a hoover too and the shop said it was filthy and looked like it had brick dust inside - they insinuated we'd been using it to hoover up brick dust to save them having to pay for it - must be a standard industry line to trot out hmm

Shakirasma Mon 26-Nov-12 17:36:28

As a fellow consumer I completely understand your frustration.

However, as somebody who works in retail and whose job it is to process faulty returns, I am also aware that some suppliers will not credit at all, only repair or replace. Many others will not credit us until they have inspected the goods themselves and given a yay or nay. Understandably shop floor staff do not feel qualified to make that judgement when there is a significant credit at a stake as it's not in the interests of their business. But they are the ones who have to face the customer and say so, and take the flack for a crappy policy that is not their or their company's fault.

Shakirasma Mon 26-Nov-12 17:38:56

Also, stock must be clean before we send it off as the suppliers will refuse to accept it back in a dirty state for health and hygiene reasons. Now that policy I completely agree with.

MistressIggi Mon 26-Nov-12 19:37:14

I remember taking a ten month old microwave (that had stopped working) back to the shop I'd bought it in. Straightaway they told me to help myself to a new one off the shelves. smile. RIP Woolworths!

CheerMum Mon 26-Nov-12 19:49:33

dh has gone to collect it back from the store. i've emailled the currys woman from the other thread so we'll see what she says tomorrow. absolutely fucking ridiculous. with any other store if i had taken something back and said it didn't work properly i would have imeediately been offered a refund or exchange.

Enfyshedd Mon 26-Nov-12 21:11:56

My previous dealings with Currys (Sorry, long):

First story:
When I was moving in with ExP, I ordered 4 kitchen appliances from them (store is the other side of small town, so convenient to go to). The week before the delivery was due, they said that the tumble dryer was out of stock after I'd only ordered it a few days earlier. I wasn't impressed and told them that it had been in stock according to them at the time. An hour or so later, they called back saying that they'd located one in England (am in Wales), and the delivery would go ahead as planned.

The day of the delivery (Saturday), I'm standing around at home waiting for the delivery and starting to wonder where it is. As I don't fancy using my mobile to call a 0870 number, I call my DM to ask her to call them. Half an hour later, I get a call from the local store manager saying that the washing machine is out of stock - turns out they'd told DM this so she'd driven to the store and made the manager call me to tell me himself, but before calling me, they'd located one in Cambridge. Delivery was rearranged for the following Tuesday.

Tuesday comes and the delivery arrives (hooray), except that the delivery men just dump 4 massive boxes in my tiny kitchen and disappear when I thought they were going to unpack the appliances. Apparently "We will unpack your goods and take away the packaging" (Currys leaflet at the time) actually meant you had to ask them to do that. Weight of goods meant I needed help so had to wait for ExP to get home to unpack. When ExP got home, the first box we opened was the cooker, and the main oven door fell off! Rang DM to pick us up as didn't have enough time to walk to store and demanded to see manager straight away. Had to arrange a collection & delivery for the following Saturday (couldn't take more time off work) and was given £20 ("for a takeaway on us" - so what are we supposed to eat for the rest of the week?).

Sometime during the week, I had a call to say that the cooker was now unavailable in the local warehouse. I went mental and funnily enough, they found another one to deliver on the Saturday as originally arranged. I made sure they unpacked this one...

Second story:
Bought a DVD/Video combi player with 12 months insurance (special deal on) from store in city outskirts. First one broke within 3 weeks so returned it and got a replacement. Second one broke after 11 months so tried to return it to local store. Local store said it had to be returned to the original store, so had to go to city outskirts store. At city store, they said it would have to be sent off for repair first and I would hear back within 4 weeks. 6 weeks later, no news (was busy in work) so called the store. Store said they hadn't had any news about it so went to the store in person. Turns out the player had been left on a shelf and forgotten about for 6 weeks - no repair, no nothing. I then asked for a refund, but in the interim, my credit card had expired, so had to have a credit note for the value of the sale instead of a straight refund. Oh, and the credit note had to be posted to me, not issued in the store there & then.

Third story:
So, got the credit note, with the 3 month use by date and with the disclaimer that it had to be spent in a single purchase, no change will be issued, etc. It was coming up to Christmas so decided to get a few things including a new printer (from the city outskirts store again). Printer was in a sealed box, so thought all was well. Got printer home, and power lead with transformer was not in the box. Returned to store; apparently as the box had been sealed with their own tape, they should have checked that all the contents were included before sale.

AAAAAAAAAAAAAAAARRRRRRRRRRRRRRGGGGGGGGGGGGGGGGHHHHHHHHHHHHHHH!!!!!!!!!!!!!!!

I refuse to use Currys ever again!

CheerMum Tue 27-Nov-12 13:21:49

well dh went to collect it last night, they told him not to use the vacuum to hoover up sawdust!! ffs, are they on something?

and nope, (oddly enough) i haven't had a response to my email to their customer services

CURRYS YOU ARE CRAP!!!

Vac contacted me after I tweeted them and are sending a letter that we have to respond to and then we should get ours collected and replaced, I've asked for a different model though as its quite obviously a design fault. Still a lot of faffing around for a 2 month old vacuum, I shall be glad to see the back of it!

CheerMum Tue 27-Nov-12 14:23:55

what model are you going for? is it more expensive?

I don't know which model we're getting only that it'll be to the same value as what I paid for the crap one.

Imsosorryalan Tue 27-Nov-12 15:16:11

Can't help with currys service but just to add we are now buying a new vacuum only 6 months after buying our other one ... A vax bagless cylinder!
Absolute piece of crap! It overheated after a few mins vacuuming, said it was always blocked even though it only had a few grubby hairs in it and then began to cut out for no reason. Unfortunately I lost the recipes so can't return it but I wouldn't recommend them to my worst enemy!!
Good luck

Imsosorryalan Tue 27-Nov-12 16:52:58

Receipt!

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