[white91]

I have wasted so much time with Currys!

I purchased a 50in plasma TV in store from Currys, the whole experience has been the worst I have ever received.

Firstly it took over an hour to buy it due to staff incompetence. They sent me the wrong stand (even though I pointed out the stand I wanted), after taking it back I was told they were out of stock of the one I wanted, and would order me another, and to expect phone call within a week, a week went by so I went in store to find the stand hadn't even been ordered, despite paying for it two weeks previous.

Then the TV went wrong, they were sending out an engineer. Engineer never turned up!

Finally got and engineer out, they took TV away, came back three weeks later, exactly the same faults just a SOFTWARE UPDATE! TV then was taken back two days later, it then got to the stage of me being without a TV for 28 days (I also have children!), and so I was entitled to a replacement.

Rang up and was told to go in store to sort out a replacement. In store after almost an hour, I was told I could choose another TV for £699 (the amount I paid), my TV is no longer stocked, and the only sets available under £699 were HD ready not like for like full HD (full HD sets started at £899).

After explaining all this to the manager he had the cheek to offer me a gesture of goodwill of £30 despite all my time, phone calls, taking holiday to be there for delivery men three times, and me and my family being without a TV for 28 days! But if I had bought the extended warranty a like for like swap could be done?!

He said to talk to Head Office, and customer service would give me the number, customer service dialled the number for me, and the guy on the other line said he wasn't head office, got batted around some call centres and left in disgust.

When I returned home, I tried calling again, after being passed around again, finally got through to the right department, who are going to speak with the store, after agreeing with me that I should be offered a like for like set. I should be called within 24hrs...

DSG outfit are a joke!!
[FONT=Calibri] [/FONT]

[Mike RB]

I've never bought large electrical items from the DSG since once returning a CRT years ago and being made to wait around for a hour while they 'tested' it. It had a high pitched whistle and finally they found someone able to hear it.

Why they can't just take the customer on trust I don't know. It s terrible service.

Last year, I bought a TV from John Lewis and it went faulty. I was told to box it up and collect another or wait for a swap at home. Excellent service and would buy from them again.

[.stu]

Originally Posted by Mike RB

I've never bought large electrical items from the DSG since once returning a CRT years ago and being made to wait around for a hour while they 'tested' it. It had a high pitched whistle and finally they found someone able to hear it.

Why they can't just take the customer on trust I don't know. It s terrible service.

Last year, I bought a TV from John Lewis and it went faulty. I was told to box it up and collect another or wait for a swap at home. Excellent service and would buy from them again.

I dunno about the instore service, as I always buy online, but I have nothing but praise for the Dixons/Currys staff. In the past 6 months I've had several TVs refunded or exchanged by them for various issues, and never had any problems apart from one engineer turning up to replace a part without the part in question! d'oh!

I agree that the OP seems to have had fairly poor service tho. The only thing I can suggest is speaking to head office again and requesting they arrange an exchange - they do it for me all the time so I can't see why they wouldn't do it for the OP.

[white91]

In my opinion I should be offered the Samsung PS50B551T, as this model is similiar spec to the PS50A556, although it does lack picture in picture, and I am not sure if it has a USB port or not. This TV retails at £899, but they do not cost Currys that.

I would prefer the PS50B650 at £999, as way of compensating for all the hassle, time and money I have wasted, and well as being without a main family TV for over 28 days.

This would ensure I am getting at least equivalent spec of my old TV (which retailed for some time at £999), and offer them the chance to be considered for any other tech/white goods I will buy in the future.

Also if I am unable to resolve this tomorrow, does anyone have a name of someone in the Currys organisation, or someone who can advise me on my rights?

[choddo2006]

I haven't returned a TV in 15 years. What rubbish are you guys buying?

[.stu]

Originally Posted by choddo2006

I haven't returned a TV in 15 years. What rubbish are you guys buying?

The rubbish that the manufacturers are putting out - I've had 6 TVs in the last 5 months, and each one has been faulty. The first had solarisation, the second 12 dead pixels, the 3rd clouding and backlight bleed, the 4th was scratched and missing the accessories (which I suspect is because the retailer sent me a used TV), the 5th buzzed and was dented, the sixth has 3 faulty pixels, one of which flashes bright green which I can see from my normal viewing distance. If it was just dead and didn't flash I would keep it, but Currys have already authorised an exchange, so in for a penny, in for a pound

Back on topic, could the OP tell us how long he has had the TV? The retailer has offered a full refund for a 2008 model plus £30 on top, so I don't know what more they could do? I think maybe the OP is settings his sights a little bit high.

EDIT: if the TV is still under warranty, then perhaps the OP could try contacting Samsung? They may just exchange for a current model without any fuss.

[stranger]

Originally Posted by .stu

I dunno about the instore service, as I always buy online, but I have nothing but praise for the Dixons/Currys staff. In the past 6 months I've had several TVs refunded or exchanged by them for various issues, and never had any problems apart from one engineer turning up to replace a part without the part in question! d'oh!

I agree that the OP seems to have had fairly poor service tho. The only thing I can suggest is speaking to head office again and requesting they arrange an exchange - they do it for me all the time so I can't see why they wouldn't do it for the OP.

This doesn't say much for their quality control. "they do it for me all the time" Etc.

[white91]

Had the TV since 26/12/08, still under warranty, had I been offer a refund 28 days ago I would have considered it.

However I think they are being unreasonable in offering my an inferior TV as a replacement, a replacement should be like for like, and due to the very poor customer service, I feel they should offer a gesture of good will in excess of £30, my time is worth more that that!

[.stu]

Originally Posted by stranger

This doesn't say much for their quality control. "they do it for me all the time" Etc.

My impression is that the policy of most manufacturers is to ship them out unchecked and then just exchange any that are returned by customers.

[petet66]

Legally you're entitled to cancel the contract (i.e.: get a full refund) plus a claim for any consequential loss arising from their breach of contract (travel, phone calls, etc). There are no rights requiring them to get you a TV with the same features, any replacement offered is effectively a new contract being made after the old one is cancelled. Personally I'd take my money and walk elsewhere.

For first stage legal advice contact Consumer Direct on 08454 040506.

[.stu]

Originally Posted by white91

Had the TV since 26/12/08, still under warranty, had I been offer a refund 28 days ago I would have considered it.

However I think they are being unreasonable in offering my an inferior TV as a replacement, a replacement should be like for like, and due to the very poor customer service, I feel they should offer a gesture of good will in excess of £30, my time is worth more that that!

I would try Samsung then and see what they say. Unluckily for you the price of the PS50B551 has gone up recently for some reason - only 2-3 months ago you could've picked one up for £699. However with Xmas coming prices seem to rising on all TVs. Maybe take the money and wait till after Xmas to pick something up in the sales? I realise this means no TV over Xmas, but maybe that is a good thing

Sorry I can't be of more help

[white91]

Originally Posted by petet66

Legally you're entitled to cancel the contract (i.e.: get a full refund) plus a claim for any consequential loss arising from their breach of contract (travel, phone calls, etc). There are no rights requiring them to get you a TV with the same features, any replacement offered is effectively a new contract being made after the old one is cancelled. Personally I'd take my money and walk elsewhere.

For first stage legal advice contact Consumer Direct on 08454 040506.

They have offered me a refund, but as far as my own costs incurred, it will be subjective, but certainly something I will pursue.

I am going to push for a better model as a replacement, it must have cost Currys over £200 so far anyway, with 6 engineers coming out to my home address, and various employee's time.

But last resort is full refund, plus expenses, and go somewhere where my business is looked after.

[white91]

Originally Posted by .stu

I would try Samsung then and see what they say. Unluckily for you the price of the PS50B551 has gone up recently for some reason - only 2-3 months ago you could've picked one up for £699. However with Xmas coming prices seem to rising on all TVs. Maybe take the money and wait till after Xmas to pick something up in the sales? I realise this means no TV over Xmas, but maybe that is a good thing

Sorry I can't be of more help

I did think about a refund, then wait till after xmas for the sales, as last year the TV I bought was £699 down from £999, they may be inflating certain TV for a big discount come boxing day. We will see what happens tomorrow.

[markfawcett]

Although the customer service you have received has been poor, you have no chance of receiving a £1000 TV when you only paid £699.

I think you are being unrealistic.

[white91]

All I ask for is a like-for-like replacement, which someone at head office agreed I should be entitled to.

It is not my fault they no longer cater for Full HD sets at the £699 price point.

Add in my costs to date, you would be looking at £300 anyway.

The worst thing is, it feels like no one in the DSG cares, and when you have spent your hard earned, it feels pretty bad.

[Paul Cooksley]

Well, whilst I obviously hope you get something in the way of compensation for all your troubles (time/effort/inconvenience/petrol etc) I sadly doubt you will.

I had much the same type of experience as you with Curry's a few years back and it even got to the stage whereby I threatened them with the small claims court to claim back my costs - they wouldn't budge an inch - all bar a poxy £20 gift voucher....

I never did take them to court (it's a long story which I won't go into here!!!) but they just completely ignored ALL my claims for compensation - despite the fact I had very, very good reason to ask for this.

Good luck - hope you get the desired result.

My advice: Steer WELL CLEAR of DSG retail in future !

[lotsatoys]

[QUOTE

My advice: Steer WELL CLEAR of DSG retail in future ![/QUOTE]

I'd stay even further away than that.

It's excellent advice though,others would do well to take heed.

Unfortunately its too late for the op.

I won't buy anything from them,after similar shenanigans years ago.

[TommyZ]

I don't know whether or not you realise but the mark-up on electrical items is very small so they could make a loss if they gave you a more expensive TV as a replacement.

If you paid by credit card then you might be covered on that and claim the money back from them.

But if Currys have offered you your money back then I'd take it and buy a set from JL with a 5 year guarantee.

I was in a Curry's store last week. It took ages to find a member of staff (he was returning from a break) on the shop floor and I was the only customer.

Then they didn't have any remote controls available (and they wouldn't go and get one) so I couldn't test the sets I was interested in buying.

I explained that I wasn't going to spend over a grand on a TV that I can't even test to see whether it is any good.

Amazing that these companies are still in business.

[white91]

RESULT!!
Spoke with someone at Currys who agreed I should be offered a like-for-like replacement, and was told to go in store with the name and telephone number of someone who could vouch for this.

Turned out I didn’t need to ring anyone, a lovely lady called Stephanie was on the customer service desk, she said I someone would help me choose a replacement.

Again the sales guy said I could choose anything up to £699, but Stephanie pointed out I needed a like-for-like replacement.

My TV was PS50A556 (£699), current equivalent is the PS50B551 (£899), so I was offered this set or refund of (£699). However while I was there I saw the PS50B650 (£999) and couldn’t resist (I know there is a 50Hz bug, and cinema smooth issues, but the G10 was £1199, and the 650 will looks beautiful in my pad) so I paid the difference between the 551 and the 650 (£100) to upgrade, and it’s being delivered for free on Saturday.

I am satisfied, I will have a brand new set, with 12 month warranty, why this could not be done yesterday is beyond me. On the way out I saw the incompetent manager who couldn’t look me in the eye!

[tele1962]

Originally Posted by white91

RESULT!!
Spoke with someone at Currys who agreed I should be offered a like-for-like replacement, and was told to go in store with the name and telephone number of someone who could vouch for this.

Turned out I didn’t need to ring anyone, a lovely lady called Stephanie was on the customer service desk, she said I someone would help me choose a replacement.

Again the sales guy said I could choose anything up to £699, but Stephanie pointed out I needed a like-for-like replacement.

My TV was PS50A556 (£699), current equivalent is the PS50B551 (£899), so I was offered this set or refund of (£699). However while I was there I saw the PS50B650 (£999) and couldn’t resist (I know there is a 50Hz bug, and cinema smooth issues, but the G10 was £1199, and the 650 will looks beautiful in my pad) so I paid the difference between the 551 and the 650 (£100) to upgrade, and it’s being delivered for free on Saturday.

I am satisfied, I will have a brand new set, with 12 month warranty, why this could not be done yesterday is beyond me. On the way out I saw the incompetent manager who couldn’t look me in the eye!

Pleased you got a result,but a Samsung Plasma mate.

[markfawcett]

That is a result and I think you'll be very happy with that model.

Tele - what is it that bothers you so much about Samsung plasmas? That model generally gets good reviews.

Panasonics are far from perfect - I should know I own two of them!

[tele1962]

Originally Posted by markfawcett

That is a result and I think you'll be very happy with that model.

Tele - what is it that bothers you so much about Samsung plasmas? That model generally gets good reviews.

Panasonics are far from perfect - I should know I own two of them!

Tounge most of the time firmly in cheek as i said.

Pleased he got a result.

[.stu]

Well done for getting a result, but I think you have made a mistake going for the 650 - I had the 850 for a week and I saw the 50Hz tearing on a daily basis.

[white91]

In my opinion every tv has its faults, especially given my restrictive budget.

I am sure many people would buy a PS50B650 for £799, which is what I have paid.

My other option was the 551, which also has the 50hz bug.

I did think the 650 was worth £100 more as I am a little vain and got seduced by the looks!

The G10 is not really in the same price bracket, as that would have been £300 extra, with xmas etc, couldn't stretch to that.

Most of my time is spent gaming or watching blus and dvds, but if the 50hz bug is an issue it will go back to Currys, and I will sell a kidney to buy a Kuro!