Please find attached emails between myself and your Team KnowHow**I'm disappointed with...

GetHuman3789901's Complaint issue with Currys from October 2019

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The issue in GetHuman3789901's own words
Please find attached emails between myself and your Team KnowHow**I'm disappointed with the customer service which I have received so far and would be obliged if you would take the time to read the attached correspondence.**Please note that I am not asking for any financial remuneration, only for my television to be replaced for the same value as the one which I originally purchased and still under warranty, together with free delivery.**Complaint Case reference number:CC******* :-***Correspondence between myself and team KnowHow**Dear Micaela* *Thank you for your reply however I am still not satisfied with your response and would once again ask that you take the time to review my complaint or it is escalated.* *I would again point out that I am not asking for any financial remuneration only that my TV is replaced for one of the same like for like value as my original purchase.* *Surely it is immaterial of how long I have had the product, as Curry' would appear to agree that the television should be replaced new for old, and it is only the value of any new tv which is in dispute.*The staff at the Durham branch have offered me a similar specification TV (LG **UM***OP valued at £***) to my original one plus £** however it is not the same *D specification as the original TV that I purchased, and therefore in my opinion it should be replaced like for like similar value as my original purchase price of £***.*** * *I would be obliged if you would answer the following individual questions.* * * * Could please give me a breakdown of exactly how the amount which you refer too is calculated and what is that amount (as highlighted in your email below) ? *As a *D tv is no longer available, and for that reason I am no longer able to be offered a like for like replacement specification TV. Will I be able to request a replacement TV from a local branch of Curry's at the same original purchase price £***.** ? *Will any replacement TV be delivered free of charge as I have already previously paid for delivery for the original TV. ? *Will I be offered a refund for my *D viewing glasses or will the value be added onto the value of the replacement TV, as without my original TV they are now of no use. ? *Will my original *D TV be returned ? *Will I be given an extended guarantee on any new TV to match what remains of my original ? *Why was I not offered the courtesy of a phone call from a manager as requested in my previous email ? *Could you please outline exactly what I am now to be offered ?* *I would once again ask that this matter is resolved as a matter of urgency as I have now been without my TV for in excess of two weeks.* * * Regards* * Chris Cowen * * * * * * *----- Original Message ----- *From: Teamknowhow Customer Services *To: *****@***.com *Sent: Friday, October **, **** *:** PM*Subject: DIX*******CR, RE: Re: CSUP*******CR, RE: Fw: Complaint Case reference number:CC********** * * **Hi Chris, **CaseRef: CC******* **Thank you for your email dated **th of October ****. Please accept my apologies for the delay in this response. **The amount that you have been offered takes into account the fact that you have had the product for ** months. In light of this, we are unable to increase the offered amount. I apologise for the inconvenience that this matter has caused. **Thank you for taking the time to contact us. Should you have any further queries please contact Customer Service on **** *** ****. Our lines are open *am to *pm Monday to Friday, *am to *pm on Saturday and *am to *pm on Sunday. **Kind regards, **Micaela Miller *Team knowhow **----- Original Message ----- ***MessageDear Sir ***I would be obliged if my complaint could be escalated and a manager give me a call back on ***** ****** as it would appear that the details of my recent emails have either not been read by your staff or simply ignored ! ***I have just been speaking to one of your operatives ( Radiyah Isaacs ) who has now advised me that, as you work independently from stores and online purchases I should return to a Currys store in order to resolve my complaint. Please note from my emails shown below I have now visited a Curry's store at Durham on two previous occasions and they have advised me to contact Curry's Customer Services on this email address !!! ** a.. Radiyah informed me that she is only able to offer £** as gesture of goodwill once my complaint has been resolved at a Curry's store. I must point out that I am not asking for any form of goodwill gesture or compensation, I am simply asking that :- * b.. I am given a replacement TV at the same value as my original purchase * c.. Any replacement TV is offered with a similar remaining length of guarantee to that of my original TV. * d.. The replacement TV is delivered free of charge as I have already previously paid for delivery. * e.. My *D viewing glasses are are either refunded or added to the replacement value of the TV as without my original TV they are now of no use. *I received an email from your Ryan Bock yesterday which states - "We have logged your complaint regarding your *D TV that could not be replaced with a new one. It will be resolved internally". ***Radiyah offered to transfer me to another department for some technical advise ! My previous email clearly states that I do not require any technical advise ! **I requested that Radiyah allow me speak to a manager however she advised me that all managers were unavailable ! **Radiyah then attempted to transfer my call to another part of the customer services team, however, after waiting for a further ** minutes on the line I gave up ! ***I would once again ask that you take the time read and digest my previous emails, and any recordings of my phone calls with your operatives. **I would then be obliged and very grateful if a manager from either a store or your customer services team could give me a call back on ***** ****** at the earliest opportunity with a view to resolve this matter and your poor customer service. **** Regards ** Chris Cowen ****. ******--- Original Message ----- * From: Currys Customer Services * To: *****@***.com * Sent: Tuesday, October **, **** **:** AM * Subject: CSUP*******CR, RE: Fw: Complaint ******* Dear Chris Cowen, ** Case reference number:CC******* ** Thank you for your email dated on the **th October. We apologize for the delayed response ** We have logged your complaint regarding your *D TV that could not be replaced with a new one. It will be resolved internally. ** Thank you for contacting Team knowhow. For further enquiries you may speak to a member of our Customer Correspondence Team on **** *** ****. Our lines are open *am to *pm Monday to Friday, *am to *pm on Saturday and *am to *pm on Sunday. ** Kind regards, ** Ryan Bock * Team knowhow ** ----- Original Message ----- *** We purchased a Panasonic *D Television (TX-**CX**OB) for the discounted cost £***.** from the Teesside Retail Park, Currys store on *st June ****. In order to view the new television your operatives advised us to purchase two pairs of *D Active Glasses (SSG-P**** *) cost £**.** and a further £**.** plus £*.** for delivery. ** We also purchased at same time a KNH PIC PER *M SILV hdmi lead at a cost of £**.**. ** The television was covered by a * year guarantee. ** In total our receipt shows that we paid in total £****.** (order reference number **********) ** The television became faulty after between twelve and eighteen months and it was collected and taken away by Team knowhow and returned to us all in working order and all well within the original guarantee period. * Unfortunately the TV became faulty once again (same fault) and was collected by Team knowhow on *th October ****, still well within the * year guarantee period. I then received a text on Thursday **th October **** advising me that the TV was to be replaced (Voucher Code B**QHP*N). ** I subsequently visited your store at the Durham City Retail Park. I was attended too by a store assistant called Adam, who was extremely helpful, however I was advised that I would only be able to buy a similar specification LG television which was currently on sale for £*** and as Curry's now do not sell *D televisions my *D glasses would obviously now be of no use ! * I was unhappy as I had originally paid in excess of £*** and was now being told that I would only be offered a TV for £***. Adam courteously went off and spoke to his manager who agreed with me and advised that the text that I had received was incorrect and should have explained that the television should be replaced pro rata in spec and cost and advised me that I would have to speak to a member of your customer care team. ** I returned home and eventually spoke with an operative called Mathew in your customer care team who advised that I should return to the store as they had discretion and would be able to offer me a TV at a similar cost of that which I had originally paid and if necessary I would be able to pay any extra to upgrade. ** I returned to the store only to be told by the assistant manager Elliott that he was only able to offer me and additional **% on the original offer i.e. **% of £*** * £** and suggested that I should send this email of complaint to your customer services team (and therefore create a paper trail !!!) ** I spent most of yesterday either travelling backwards and forwards to your store at Durham, (which is approximately ** miles from my home), or on the telephone trying to get through to someone in your customer care*services team. ** I am disappointed in the service that I have received from Curry's and believe that I should be entitled to a refund or exchange to the full of value of my original TV purchase and also my *D glasses which are now useless without a new *D TV which Curry's do no now sell. And also an extended guarantee for at least the remaining period of my original * year guarantee. I look forward to a quick response. *** Regards ** Chris Cowen*Irene Hodgson **** The Fold * ** High West Road * Crook * Co. Durham. * DL** *NS ** Mob ***** ****** ********* ******************************************************************************************** * For Currys latest offers please logon to our website at https:**eur**.safelinks.protection.outlook.com*?url*www.currys.co.uk&*data***%*C**%*Ccustomer.service%**teamknowhow.com%*Caccbfe*bbac**dd*fff***d*****c**d%*Cf*fd**f*cc*f*fc*bf****c***a**bcd%*C*%*C*%*C******************&*sdata*M*tcaAUlveDlO*Jgbmf%*FpTDRf*Jll**lTkKR*PDo%*BIs%*D&*reserved** * You can also find the answers to many Frequently Asked Questions at: * https:**eur**.safelinks.protection.outlook.com*?url*https%*A%*F%*Fwww.currys.co.uk%*Fgbuk%*Fcustomer-services-****-theme.html&*data***%*C**%*Ccustomer.service%**teamknowhow.com%*Caccbfe*bbac**dd*fff***d*****c**d%*Cf*fd**f*cc*f*fc*bf****c***a**bcd%*C*%*C*%*C******************&*sdata**nFuVCiOeHkP*w**EaUlidQJEtTvI*Fcj*P*E*aeMYU%*D&*reserved** * ******************************************************************************************** ** ::DISCLAIMER:: * **************************************************************************************************************** * Confidentiality Notice from Dixons Carphone plc (registered in England & Wales No.********) of * Portal Way, London, W* *RS ("Dixons Carphone"). The information contained in this e-mail and any attachments may be legally privileged, proprietary and*or confidential. If you received this e-mail in error, please notify the sender by return, permanently delete the e-mail and destroy all hard copies immediately. No warranty is made as to the completeness or accuracy of the information contained in this e-mail. Opinions, conclusions and statements of intent in this e-mail are those of the sender and will not bind any Dixons Carphone group company (Dixons Carphone Group) unless confirmed by an authorised representative independently of this e-mail. We do not accept responsibility for viruses* you must scan for these. E-mails sent to and from Dixons Carphone Group are routinely monitored for record keeping, quality control, training purposes, to ensure regulatory compliance and to prevent viruses and unauthorised use of our computer systems. The Carphone Warehouse Limited (registered in England & Wales No.********) is a member of the Dixons Carphone Group and is authorised and regulated by the Financial Conduct Authority. * **************************************************************************************************************** ******** ********************************************************************************************* *For Currys latest offers please logon to our website at www.currys.co.uk *You can also find the answers to many Frequently Asked Questions at: *https:**www.currys.co.uk*gbuk*customer-services-****-theme.html *********************************************************************************************

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Currys

Complaint issue
Reported by GetHuman3789901
Oct 18th, 2019 - a year ago
Not resolved
Seen by 12 customers so far
Similar issue to 2014 others
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Timeline

GetHuman3789901 started working on this issue
Oct 18th, 2019 6:30pm
GetHuman3789901 indicated the issue is not fixed yet.
Oct 21st, 2019 7:56am
GetHuman3789901 indicated the issue is not fixed yet.
Oct 21st, 2019 6:56pm