9 for November 10, 2000

Currys Electronics

Electronics Stores, Other

From: Gerry Brown Email User

Date: Thursday, November 09, 2000 03:56 PM

Sent To: Email User 11/9/00 3:56:52 PM

Dear Business: a consumer posted the following e-message at Complaints.com. Please respond directly to the consumer, using the consumer's name and e-mail address (as per the From: field above). You may also wish to respond publicly on the Complaints.com site. Just locate this e-message posted in your business's conference and click on the "Reply to" link. (Note: a user registration is required before posting e-messages to the Complaints.com site.)

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Currys is a large UK electrical retailer division of the Dixons Group of companys. For any US people planning to move to the UK or of course for any British people, you need to be aware of their "service".

On September 30th I took a TV set that I had purchased at Currys in to one of their repair centres for repair. After spending 10 days there it was decided that it was too complex for the store to fix and off it went to their main repair centre.

It has now been there for almost a month and despite repeated calls to the repair depot and letters to the senior executives nobody has been able to get the TV fixed and returned to us.

What is particularly frustrating is that nobody seems to care and although I have had a couple of lame, meaningless apologies, there has been no effort to in any way actually do something.

Now of course for you North Americans out there you have to understand that customer service is a totally foreign concept in Britain and they probably don't think there is anything unusual about a 6 weeks+ repair time.

Also as a Canadian I'm probably perceived as pushy and unreasonable! All they would have had to do was to recognize that this was an unreasonable length of time for a repair and provide a set as a loaner.

They of course said that this wasn't company policy which is British speak for " no ones ever asked that before and we don't know how to respond"

There are other stores which I would recommend in the UK such as Comet for any electrical products.

Gerry Brown