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The Currys " Customer Experience" - Unbelievable but true!

Discussion in 'Televisions' started by the_pauley, Jul 11, 2005.

  1. the_pauley

    the_pauley
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    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! :D
    Perhaps as a mere customer I was expecting too much? :rolleyes:
     
  2. LV426

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    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?
     
  3. Chumpy

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    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.
     
  4. av2diefor

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    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! :mad:

    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) :)
     
  5. NWhiteley

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    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
     
  6. Hartigan

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    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...?
     
  7. DGtal

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    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.
     
  8. the_pauley

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    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?".

    :suicide:
     
  9. Caimbeul

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    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?

    :rotfl:

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

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    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 :suicide: :eek: ), the TV turned itself off and I left him trying the put the panel back on. :blush:

    I least he learnt something ( and I learnt not to open the bulb cover with the television turned on! :devil:
     
  11. IronGiant

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    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 :clap:

    Dave :rotfl:
     
  12. Razor

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    Paulie :hiya:

    LCD is a new one on me :rolleyes:

    Your letter doesn't surprise me one bit. The thought of buying off staff that haven't a clue is a no no :nono: 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 :D

    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 :thumbsup:

    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 :thumbsdow

    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' :eek: :eek: :eek: 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. :thumbsup:

    :D
     
  13. Razor

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    Aint that true :D
     
  14. J80FAB

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    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 :rolleyes:

    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 :smashin:

    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 :confused:
     
  15. pantages

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    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!
     
  16. Razor

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    J80FAB :hiya:

    The stores I use normaly match online prices, if you dont ask you dont get. 1 sale is better than no sale. If you keep to a few good retailers they will get to know you in time, especially if you buy goods off them.

    The warrenty topic. Money in vouchers is not a Comet' Good Will Guesture but the company which the set is insured with paying out as per contract. This was paid for as a 5 yar Warrenty. The fact they only issued comet vouchers isn't ideal. Im sure they didnt pay with Comet vouchers. If they did they must of been saving for long time :rotfl:

    :D
     
  17. J80FAB

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    :hiya: Razor

    Without waffling on (as it's late!) I agree with your comments. :D

    Regarding the extended warranty cover I know that it's not a 'Goodwill Gesture' :D

    Individual insurance company's vary their T&Cs and it would seem that some will not reimburse the full original amount having read the T&Cs.

    I'm not sure of this guy's full story. It may have been the case that he could have been offer £ XXXX in cash which was less than what he had originally paid but was perhaps also offered the full amount in Comet vouchers ( a goodwill gesture ??? :D ) as an incentive to buy from Comet again ?
     
  18. Razor

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    J80FAB :hiya:

    Good T&Cs. I see, Cool. :smashin: :D
     
  19. Hartigan

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    Hey guys, greate debate! :D

    As for the issue of internet pricing, of course no-one should be allowed to 'fix' prices any more. However the internet does affect retail in a big way. Most internet retailers do not have the overheads for showrooms or sales staff. there is no way you can see the products 'in the flesh' , and as a result they will always have the ability to be cheaper. Cash and carry / supermarkets too. When you're happy with a 5% mark up from a can of beans, 10% on a TV is good buiness. This would bankrupt the average electrical specialist.

    Another question earlier on this thread was how many of the real high end TV's do Currys/Comet sell? When I was employed my store would have done approx. 1 per day. More at the weekends. This compared to dozens of cheaper sets. Same with every product group. the majority of customers want the cheapest of the type they can get. It has been said on here before that they don't do the good kit any favours by just running a generic feed through everything, and I wholeheartedly agree. But people who buy solely from the 'net never get a demo at all. And that's the way it could end up... Any of us that want quality, where will we go see it? I have had difficulty auditioning kit now. And then to say to the guy that's spent time with you 'thanks - I'll think about it...' and buy cheaper from the net. Trust me, it happens all the time. Is it a wonder some of these salespeople can't be bothered any more?

    By the way, the point about warranties is well made. :) There's at leat as much focus put on selling these as the products themselves. Don't do it. Or if you do, make the salesperson work for it. You want a good deal.
     
  20. Dr Phibes

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    I have recently purchased a DLP set from Curry's (In Bromborough in the Wirral)and the service was both good and bad. I was sold a refurbished set which I was told was a DLP model (It had a sign on saying Samsung SP46L3HXX but it was a SP46L5HX) but which turned out to be a LCD rear projector when I got it home and had a good look. When I contacted the store and explained the problem they agreed they had made a mistake and agreed to swap it for a brand new SP46L3HX DLP set for no extra cost. So it's good that they were so helpful with the problem but bad that they didn't know what type of tv it was.
    (Yes, I should have cheked more thoroughly as well!)
    In addition when I went to view the set I took along a couple of DVD's of my own and had them hook up a sony freeview box and put in an RF feed and they were quite happy to do so.
    It does seem just luck of the draw as to what you'll get.
    Anyone who gets ERM will be familiar with this through their mystey shopper who seems to get the worst service from Dixons/Currys.
     
  21. Razor

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    Dr Phibes :hiya:

    Are you sure you dont drive the new larger Golf? :D

    (Lion :hiya: )
     
  22. J80FAB

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    :hiya: Everyone

    I went into Currys today to have a look at the SP50L7HX yet again. :D

    This time they had Sky News via Sky Digital it would seem being fed through the RF input :rotfl:

    Anyway I found the remote control hid behind an advertisement which was on the glass stand. Hoorah ! Now I can play with the Sammy's settings :thumbsup:

    One push of a button on the remote confirmed my worst fear :( No batteries !!! :eek:

    I just thought 'typical' & went over to the Sagem HD-D45 which had no feed running at all - black screen :thumbsdow I switched on the PC connected to the Sagem & nothing came on in the end so I just left :D

    I forgot to mention that there were also 3 examples of the DLP chip-thingy on display. I could have taken one as I'm sure no one would have minded :D
     
  23. Razor

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    LOL..... :rotfl: :rotfl: :rotfl: Not surprised at all.
     
  24. Blondie

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    respect :smashin: Curry's store staff are useless Nationwide and the management are dreadful :thumbsdow :thumbsdow there best left to selling 14" portables to grannies buying for kids :rotfl: :rotfl:
    Scart lead whats that :eek: :eek: i have had this remark :eek: :eek: 2 years ago buying my current set :thumbsdow
     
  25. Razor

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    Dont forget Monster Leads.... :rotfl: :rotfl: :rotfl:
     
  26. the_pauley

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    Blondie - I know that's true re. the SCART lead. Had that a few years ago in Dixons (who of course own Currys - notice a pattern here? :D )

    At one of my attempted demos the other week I asked the "assistant" (that term implies that they actually assist you doesn't it?) "I presume all of your DLP sets have component video sockets?" Blank look then "Er, yes they all come with SCART sockets."

    Well at least they've all learned what SCART is. Now all together Currys and Dixons staff - H-D-M-I... :rolleyes:
     
  27. Chumpy

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    @Hartigan

    You hit the nail on the head, most of the times in a service based industry, you are struggling to keep one set of customers happy without p***ing of the others. I too tried management (in a tech support role), and it didn't work out for me either, for once I was in the position where I could 'Stick it to the man', but the man wasn't interested and subsequently I just became dis-heartened.

    Anyway ... I digress, the politic of 'using' specialist AV shops to demo kit then going and buying from the cheapest place possible was covered in a fairly long and heated thread from the main site a little while back - makes interesting reading.

    @Razor RE: the two types of specialist stores - I had both in the same day and you can guess which one won't be getting my business.
     
  28. Razor

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    The AV retailers who have this stuck up attitude are driving customers away and giving the buisness a bad name. :suicide:

    :D
     
  29. Steve.J.Davies

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    If (okay its not much of an 'If') the staff are 'unknowing', the prices not good and the demo setup poor (to terrible) then its obvious what market segment they are aiming for and who they will sell too.
    Consider yourself fortunate that your are not one of their poor punters who actually buys stuff there.

    Run away, don't walk away. Don't look back. Never ever go back into one of their stores. Save your time and effort (and cash) for those worth it.
     
  30. Razor

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    Average Joe :hiya:


    My outlook totally :smashin:
     

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