The Currys " Customer Experience" - Unbelievable but true!

[the_pauley]

Thought y'all might like to have a look at the letter of complaint I've just fired off to Corporate Affairs at Currys' head office. Enjoy!

How did your old sales jingle go? "Call in at Currys" ???

Well I did, three times within two weeks, each time trying to spend approximately £2,500, but without success.

I am interested in buying a Samsung 50" DLP Projector TV that you sell. Everything that I have read about this set from reviews in the specialist press and reports from extremely satisfied customers on various Internet forums, point to this being one of the best large screen TVs on the market.

I repeat , I want to buy this set. However, I do of course wish to see it working before I part with such a substantial sum of money.

Two weeks ago I went to your store at The Gate Retail Park. At the rear of the store I found the set along with several others that were all switched off. I informed the sales assistant that I was interested in buying the set and asked would it be possible to have a demonstration. She informed me that there was a fault to the mains supply to that bank of TVs. Only a few feet away there was a fully working display of TVs with spare mains sockets.

I once again emphasised to the assistant that I wanted to buy the set and asked if it would be possible to run a mains extension (an item sold in the store) from the working socket to the set. The answer I received was "Er, I don't think so." Once again I stated that I wanted to buy the set, but needed to see it working properly. She then suggested that I come back in a few days, at which point I left the store. Strike one.

Might I say that this alone would convince me to never again step into a Currys store. But from what I can ascertain only yourselves and House of Fraser stock this particular model. My nearest House of Fraser store is in the next town, so it is fairly inconvenient for me. Accordingly I decided to try your Currys store at The Middlebrook Retail Park.

A few days later I went into this store where at least the set was plugged in. However, as usual for your stores, the picture displayed was a distributed feed going to nearly all of the sets in the store, resulting in an absolutely appalling picture on the set. Have you ever wondered how many sales of large screen sets you have lost, due to customers taking the picture quality at face value and assuming that is the standard for all TVs of this type? Bear in mind all of your promotional literature and displays place great emphasis on the High Definition capabilities of these sets, yet your stores consistently display them with the worst possible picture quality imaginable.

Anyway, I found a sales assistant and told him that I was interested in buying the set, at which point his eyes lit up. He proceeded to give me the sales pitch on the set, at which point I interrupted him and pointed out that I was fully conversant with the technical specs, all I needed to see was the set in operation. Some sets nearby had DVD players attached. I asked could he connect one of those DVD players via the SCART socket so that I could get a more accurate idea of the set’s picture quality. At this point the aforementioned “light” went out of his eyes, and he proceeded to attempt to convince me to buy the set solely on his assurance regarding the picture quality.

I insisted that I would like to see for myself and he finally relented and finally made the effort (all of 30 seconds worth) to disconnect the DVD player from the adjacent set. Cue fifteen minutes or so of he and one of his colleagues struggling to get the DVD to play through the set. After failing to get a result he said that he would try to find someone who "might" know how to set it up. I was then left twiddling my thumbs for a good ten minutes, at which point I again left the store. Strike two.

This past Saturday (July 9th) I decided to see if the Gate store had sorted out its mains problems and was pleased to see that the set was up and running, albeit with the usual dreadful fuzzy picture as displayed on all of the sets in the store. I sought out a sales assistant (note - three visits and three times I had to go looking for a sales person).

I asked him if I could see the set with a DVD player connected. I was informed that this was a DVD playing through it. I informed him that it was a distributed signal through the set’s RF socket and not a reflection of the set’s true quality. Note that I had to inform him of this, not the other way round. Also, bear in mind I'm still taking the quality issue on faith as this is visit number three and I've yet to see the damn thing working properly! He then assured me that indeed I was correct, then like the assistant at the Middlebrook store, attempted to persuade me to buy it on faith!

Once again I asked may I please have a demonstration with a DVD player attached through the SCART socket. This time things were slightly worse for customer relations. The answer was "No, not really." Strike three and out!

At this point I marched to customer services and asked to see the store manager. When he arrived I pointed out that I was attempting to spend in the region of £2,500 in his store and outlined my three failed attempts to buy this set. I then informed him that I was disgusted with Currys' level of customer service, that he needed to have a serious word with his sales people, and that House of Fraser would be getting my money.

His reply? "OK sir. Fine." I was flabbergasted. I asked him "Do you really think it is 'OK' and 'fine' that a customer, chomping at the bit to part with that amount of money, is walking out of your store to spend it with a competitor, due to the laziness of one of your sales staff?" To this he said that if I hung on that perhaps, note, PERHAPS, he might be able to connect a DVD player and demonstrate the set.

I said "Sorry, too little too late. House of Fraser, despite the inconvenience to me, gets the money." Small wonder that the sales staff's attitude is so lax if their manager's response to a customer complaint and loss of a £2,500 sale is "OK sir. Fine."

This is without doubt, the most appalling customer service I have ever witnessed in a retail outlet. Two separate stores, three separate occasions, three different sales assistants and one manager. I would suggest that your company has serious issues to address within your stores.

I await your reply with interest. Something a tad more substantial than "OK sir. Fine." would be appreciated.

Perhaps as a mere customer I was expecting too much?

[LV426]

All seems typical IMO.

A few years ago I wanted to buy an LCD monitor. Knowing about DOA pixels, I intended to check out MY monitor before I bought it.

Nigel to PC World "Customer Service Adviser": I'll have one of those, please (a GBP300 or so spend). But I want to check it, first. So can you get a boxed one, and connect it up, right here, where this one is, so I can check it?

PC World: No, sir, sorry. If there's anything wrong with it, you can bring it back.

Nigel: What about dead pixels?

PC World: We'll change it if it's outside of the manufacturer's spec.

Nigel walks away......to Makro (Self Service Cash & Carry Wholesalers). The same request results, immediately, in a boxed set being brought down from the high shelf, unpacked, and plugged in and turned on, right before my eyes and, importantly, before I paid for it.

How hard can it be?

Having been in my fair share of fridge shifting shops (a la Curry's), and some more specialist hi-fi shops, you just have to shop around.

I have received equally good and bad service from both genres when looking around. Luckily I seem to have finally found a local independant store, which although the prices aren't the cheapest around, they aren't that expensive either, and I'd rather pay a little extra for decent service and backup should I need it in the future, and also to support a good local business in my area.

[av2diefor]

Originally Posted by Chumpy

Having been in my fair share of fridge shifting shops (a la Curry's), and some more specialist hi-fi shops, you just have to shop around.

I have received equally good and bad service from both genres when looking around. Luckily I seem to have finally found a local independant store, which although the prices aren't the cheapest around, they aren't that expensive either, and I'd rather pay a little extra for decent service and backup should I need it in the future, and also to support a good local business in my area.

Chumpy, thats a great point.

Ive bought on price in the past and its false economy, ive just had to parcel up and return a faulty dvd recorder 200 miles for £30!

If this was a local store it removes a lot of hassles and good ones will probably lend you one till you get a replacement.

Its a good saying (people know the price of everything and the value of nothing)

[NWhiteley]

hi pauly.. i have also visited the Middlebrook Currys store (and the comet next door) on a few occasions, and also requested to view the sp50 with a rf feed, dvd and pc hd. every time i have requested these demo's i have been either been fobbed off or told to wait while they got another assistant (whom never turned up). i will not be returning

[Hartigan]

Originally Posted by Chumpy

Having been in my fair share of fridge shifting shops (a la Curry's), and some more specialist hi-fi shops, you just have to shop around.

I have received equally good and bad service from both genres when looking around. Luckily I seem to have finally found a local independant store, which although the prices aren't the cheapest around, they aren't that expensive either, and I'd rather pay a little extra for decent service and backup should I need it in the future, and also to support a good local business in my area.

Indeed a great point, Chumpy. But I bet Currys et al just wish there were more of you around. I know I would have done only 2 years ago...

I worked for... let's just say one of the well known electrical retail chains for nigh on 10 years as Deputy Manager. I left because I just didn't want to be a manager - there's just too much stress. Let me explain...

A long time ago the company did a customer survey - what would you like out of your store? The response came back exactly as above -service, so all our stores were refitted with dedicated customer service counters and personnel, in-store repair shops and next-day delivery services. The result? Total catastrophe as the majority of customers said 'very nice - but it's £5 cheaper down the road...' So major U-turn, cost cutting, staff lay-offs, reduced resources and still ever increasing targets to beat. In the year I finally gave up I was the 9th member of staff to leave my store in 6 months. So what's left? A bunch of harrassed managers and staff who just need to sell stuff as quickly as possible.

I know this might sound odd, but one of the most succesful members of the sales team at my last store was the one that gave the worst service. He found the 'quick pound' was better than the 'quality pound'. While one of his more conscientious colleagues was connecting that DVD or unboxing that monitor he was loading twice the kit into other customers cars.

I am in no-way trying to defend the stores, just to offer another view. A complaints letter will shake up the store in question for a day or two at best. In the end all you can do is vote with your feet, and in there lies another problem. When I moved to Teesside a little over a year ago the major retail park had 5 electrical stores on it. Now just 2. Whilever we continue to demand the best prices the internet will always win and the service will go down the pan. The question is, how much would you pay for good service...?

[DGtal]

Originally Posted by Hartigan

I worked for... let's just say one of the well known electrical retail chains for nigh on 10 years as Deputy Manager...

I'd be interested to know what proportion of such a store's sales are made up of higher end AV gear like large screen TV's? Maybe if it's a small percentage then Curry's et al would be better off not stocking them, and just stick to white goods and portables, and keep their customer relations intact, because people who are looking to spend a grand or two will always rightly expect that to be taken into consideration.

But then again, when I've been similarly disgusted with service as the originator of this thread (which has happened on many occasions), I have then 'forgiven' the same store the next time I needed to buy a toaster or radiator, so I guess the stores realise that they maybe aren't doing themselves too much damage.

[the_pauley]

hi pauly.. i have also visited the Middlebrook Currys store (and the comet next door) on a few occasions, and also requested to view the sp50 with a rf feed, dvd and pc hd. every time i have requested these demo's i have been either been fobbed off or told to wait while they got another assistant (whom never turned up). i will not be returning

I simply got the impression from the glazed over look on the assistants' faces on all three occasions that I had commited the cardinal sin of asking them to do "something" in order to get the sale. Complicated stuff like plug it in, or attach a DVD player.

I'm one of those awkward customers that knows what he wants, and doesn't believe everything the sales person tells him, such as the sales assistant on Saturday who began the sales pitch for the Samsung DLP set with "This is an LCD television. Have you heard of LCD?".

[Caimbeul]

I was in curry this weekend past and a Curry's told me that this particular samsung model also toasts bread...can anyone confirm this?



But seriously, best of luck with the complaint....their response would make an interesting read.

[Grobnic]

I recently went into currys (or comet, I can't quite remember but they are much the same) and tried to get some info on bulb life and whether the bulb could be replaced by me when the time came.

I was informed that the DLP TV did not have a bulb as it was worked with mirrors! I pointed out that mirrors only reflect light and a light source was still needed but the assistant gave me that look that said I did not know what I was talking about. I showed him when the bulb went and tried to open the panel (this may have been one step to far ), the TV turned itself off and I left him trying the put the panel back on.

I least he learnt something ( and I learnt not to open the bulb cover with the television turned on!

[IronGiant]

Quote:
I'm one of those awkward customers that knows what he wants, and doesn't believe everything the sales person tells him: End quote

How many times do you go into COMETCurryland and want to say, taking a deep breath...


"just sell me the f@#"ing box... I know exactly what I want, I doubt you do but I want it today because my last one broke.

And I don't want an extended guarantee that costs 2/3rds of the price of the item.

And I don't want a lead that costs half what the item cost, because I have perfectly good leads at home"

Thank you for letting me get that off my chest

Dave

[Razor]

Originally Posted by the_pauley

Have you heard of LCD?".

Paulie

LCD is a new one on me

Your letter doesn't surprise me one bit. The thought of buying off staff that haven't a clue is a no no for me. I have always bought from specialist AV shops. Most of them know what they are talking about and give a far better service before and after purchase. One of my sources even pays for my parking

I find that these specialist AV stores come in 2 flavours:

1. Pleasant, helpful accommodating.
2. Arrogant, rude and insulting.

1. These stores can be very helpful as they normally have demo rooms which they will set up a few variations of equipment. They will also help you pair up equipment and give instructions on the best way to connect. 5 star service

2. In these stores the staff look down on you straight away if your not wearing a cardigan or expensive suit. They are generally rude and unapproachable. They also hate it when they realise you have equal knowledge or greater. The Bullsh*t flows if you keep quiet and act dumb.
But the thing that really p**ses me off with these people is that they cant afford half of the high end gear they are selling anyway. 0 star service

As you can probably guess I stir clear of the 2nd type of store as well as the major chain stores.

Paulie £2,500-00 is allot to pay for a samsung 50' Have you thought about trying Costco (great returns policy) or another small independent dealer?

BTW they picked on the wrong guy to mess around with they obviously don't know of your extreme letter writing skills. A good letter I hope you get some gift vouchers for your trouble and time.

[Razor]

Originally Posted by Regmarch

And I don't want an extended guarantee that costs 2/3rds of the price of the item.

Aint that true

[J80FAB]

Originally Posted by Razor

Paulie £2,500-00 is allot to pay for a samsung 50' Have you thought about trying Costco (great returns policy) or another small independent dealer?

Unfortunately not everyone can gain access to a trade-only membership cash & carry such as COSTCO unless you know someone who has a business & is a member

Razor you pointed out yourself that it can also be swings-and-roundabouts with specialist AV stores & if I were to have to pay £500 more for something which could be bought cheaper elsewhere then I would certainly look into it & consider this option.

Obviously it may be difficult to find the 'right' Currys or Comet that don't have staff composed of a bunch of muppets & are enthusiastic to help in order to make a sale. If they are not willing to assist then simply walk out as the_pauley did. You don't lose anything & they certainly don't gain anything from you

Anyways Comet can't be all that tradgic surely ? I read a thread several days ago. The member said that he bought a rear pro from Comet 5 years ago, took out the 5 year warranty, rear pro brokedown & couldn't be repaired just before warranty expired & he was given Comet vouchers to the value of his purchase. This can't be all that bad can it

[pantages]

Originally Posted by Hartigan

Whilever we continue to demand the best prices the internet will always win and the service will go down the pan. The question is, how much would you pay for good service...?

Panasonic and Sony are challenging Internet sales, they are trying to stop them, on the grounds that they seriously affect ordinary retailers. Surely the Internet offers a legitimate market and lower prices attract buyers? Panny and Sony cannot be allowed to do this. Resale price maintenance went out years ago!