r32

This is a good thread, cant wait until it comes to court, better than neighbours, I hope PSL wins ..........

pslewis

Yes, interesting programs these - would invalidate any warranty I hasten to add ... TVs have all kinds of monitoring stuff in them these days, they know - for example - if the back cover has been off! They know the hours of running, how long run, etc. etc.

Mine is a Plasma anyway and isn't 'usually' subject to faulty pixels - it's a fault in the material and therefore covered under the LG 12 Month Guarantee.

Currys simply refuse to repair, replace or refund on a faulty product .....

pslewis

Just waiting for the DSG Retail defence to come in, I can't wait to see what their defence will be for not repairing a faulty product which was only 23 weeks old

Dracoro

By what date do they have to come in with defence? Or will that be the court case (what date?)

Interested in the outcome but bored of coming back to see the thread updated but no real news.......

pslewis

Well, they either have until midnight next Monday 18th February or the Monday after, 25th February ...... depends upon when the judge deems that they received the documents they requested.

They had 28 days from receipt of that documentation - was in the Court yesterday and the clerk said there had been a number of 'directions' on file, this means that DSG Retail have been in communication with the Court reference the date of receipt of the documentation.

They seem to be treating this case extremely seriously, clearly it is worth them spending £1000's to defend and to have their name dragged through the mud.

Strange actions of a multi-national - even if they win, they lose - the press have been alerted about the court case. Watchdog have been notified they could be interested if it goes to court (no interest if it doesn't). That would be REALLY bad if I win Imagine the queue outside Currys and Dixons and PCWorlds all over the country with people cheesed off with faulty pixels?

Tidgy

realy does seem that currys are just going out of there way to be a pain in the ****.

surely for a fault like this they take it back to the manufacturer who sorts it, and it don't cost them anything in the end other than a bit of labour for the hassel.

Leslie

Well worth remembering the firm which replaced your neighbour's tv and quoting it in court. I think you would have to have proof of that with you on the day though.

Les

pslewis

Quite.

Currys could have replaced the TV at no cost to themselves, imagine the goodwill generated by that action?

They send it back to LG who supply Currys with a replacement.

Essentially, Currys could use their size to keep their customers happy - even at the small cost to their suppliers (who are hardly likely to stop supplying!).

It's what John Lewis do, act on behalf of the customer and deal with the manufacturers in the appropriate fashion.

The whole incident has meant 4 Engineers coming out to my house, hours in their admin. departments and now hours in their Legal Department ...... all the time it's going on their name is being flagged up as a disgrace.

The report that was issued a couple of weeks ago showing them as the worst Retailer when it comes to Customer Service should have triggered some internal investigation and an instruction to stop all court cases against customers forthwith.

Their utter stupidity is jaw dropping.

At the end of the day they may have to refund all my money and costs in any case ....... and they have lost goodwill, sales and everything else in the meantime ......... so pointless?

pslewis

It's a shop just 100 yards from my front door .... I know it very well (the owner lived 2 doors away from us).

I am, actually, shocked that this shop took it back and swapped it - as they would be more likely (one would have thought) of refusing than Currys? That simply points to the fact that times and Technology has moved on and left the DSG Retail Group far behind ...... in other words, a faulty pixel is no longer considered acceptable.

p1mark

Today, as a personal protest against the tedium of this thread and the inane pontification of Lewis , I went into CURRYS to buy a new set of i-pod headphones.

After selecting my headphones, i took them to the check-out desk where a personable and friendly assistant completed the transaction in timely, chatty fashion. Always makes the purchasing experience nicer i have found.

After i had paid, he went to put the headphones in a small CURRYS branded plastic bag. As he did so, he dropped the bag and headphones onto the floor.

He immediately picked them off the floor, and turned round and picked another set of phones off the wall from behind him.

"Very sorry sir, i am sure they won't be damaged, but just in case i will give you another set" - Without me even asking!

So, i would like to big up CURRYS after sales service, and in particular Matt from the Hinckley branch of said establishment.

Long may CURRYS reign as the peoples high street resale choice of quality electrical goods is what i say......

pslewis

The Chavs Shop of Choice, just remember that

And hopefully the headphones:-

1. Are new ..........

2. Work

3. Give pleasure after 28 days

Because 28days is Currys 'cut-off' point for Chav purchases

I wish you and your cheap headphones all the very best

dunx

iTrader: (3)

Dear Mr. PSL,

How about you raise an e-mail army from the massed ranks of Scoobynet ?

We are all potential (NOT !) customers !

DunxC

pslewis

I'm not sure that is needed - Currys are aware of this thread and are monitoring it closely.

They will note the 17,000 views, they can only guess as to what it has done to their business - treating customers badly is NOT good business! I shudder to think .......

Anyone doing a search on google for Currys Customer Service will be in no doubt whatsoever what the world is saying about them - I am simply adding my voice to that chorus.

I'm not sure when they will care to listen and take a Customer Care lesson from the likes of John Lewis ....... until they do the voices will get louder and more numerous.

AllanB

How do you know LG replace a screen with a single faulty pixel ? I know for a fact several manufacturers would tell any reseller with a screen with a single faulty pixel to get lost if they asked for a replacement.


AllanB

pslewis

So, you are saying that LG would tell DSG Retail to, I quote, "Get Lost?"



And what happens when DSG Retail bring their weight to bear to protect one of their customers?

I'll tell you ....... LG replace the screen, end of ........

The alternative would be that DSG Retail do not stock any LG product .... it's as painfully simple as that.

But DSG Retail have to be willing to stand up for the rights of their Customers and they fail rather badly in that respect.

pslewis

""We're seeing a shift toward zero defects," iSuppli's Semenza said. "Several years ago, the manufacturers were basically saying that if there's not three (dead pixels) in a row or a cluster, they don't count -- all these nitpicky things that put the risk on the consumer. It's like saying that as long as three wheels work on your car, it's OK. It's clearly not something consumers want to hear, and the manufacturers are having to respond."

"Semenza, however, said dead pixels will become more rare through a combination of improvements in manufacturing processes and market forces, especially as flat-panel displays proliferate in the home. "For TVs, any defect is unacceptable," he said. "If you're asking somebody to pay $5,000 for a high-resolution TV, they're not going to accept any flaws."

Canadian filmmaker and comedian Andrew Currie said he learned of the policy when he bought a PowerBook a few years ago and discovered several dead pixels on the screen. The screen was replaced, but only after much haggling with Apple.

"I had absolutely no idea, and my first reaction to hearing the policy was, 'Well, I never agreed to that!'" Currie said. "This issue is akin to buying a new car and being told that there might be a couple of dents in the body panels, or new eyeglasses and being told that the lenses might have some scratches on them."

47 NAT

I'm not sure on the outcome of this one:

Dixons/Currys -The Consumers Complaint List-In the Public Domain

..but you're right, if you google Currys Customer Service

Just don't expect an apology as this guy hasn't had one since '99

Brendan Murphy -v- Dixons Stores Group

Customer Services? I think not

AllanB

That Apple example is a very interesting one. Apple certainly did tell many retailers to "get lost" when machines with dead pixels and non functioning DVD drives and we tried to get them replaced.

Apple had a DOA avoidance line, not dis-similar to many other manufacturers eg Sony with the PS2.

Retailers take the brunt of replacing items and its not always the case they will get anything back from the manufacturers, thats what needs to change so all resellers can provide excellent service without financial penalty for doing so.


AllanB

pslewis

AllanB - can you confirm that LG would do whatever DSG Retail asked of them regards replacement of a faulty panel towards a customer?

Let's say DSG tell LG that they WILL tow the line so DSG can improve their Customer Service - what will happen? Will LG lose a very important outlet? Will they accept the press reports that they ignored DSG when dealing with customers?

Of course LG would fall into line and behave themselves - the problem is DSG Customer Service ...... it is clearly led by those who couldn't give a toss for their Customers!

pslewis

Still awaiting a defence - at this rate I will win by Default!

I demand my day in Court!!!!

p1mark

1. CHECK
2. CHECK
3. Let you know

I don't normally go to CURRYS, i just did it because i'm fed up of this thread. . By association you are branding yourself a chav. It was after all you who bought a cheap TV from them....

Thanks for your kind wishes...and good luck in court...i think you will need it.

Tidgy

thought for a min i just bought a telly in currys just before christmas, then realised they didn't have the one in stock i wanted so went next door to commet , thank **** for that

pslewis

Comet are better than Currys and the DSG Retail Group for Customer Service - but they are not the best.

pslewis

DSG International, the group that owns Currys, Currys.digital and PCWorld, also has cause for concern, as all three companies received dismal results in the survey.

The best and the worst shops on the high street - MSN Money Consumer Centre | Money saving tips | Consumer advice | Scams exposed

Mark Webb from DSG International told Which?: "Given our increased focus on customer service, the Which? rankings are bitterly disappointing. We'll examine the results to see what we can take forward and will continue to work to improve the experience for our customers. We hope that results in future will reflect the real progress we are making."

Well, Mr Webb ...... get off your backside AND DO SOMETHING!!! Because you are as bad as you always were !!!!!!!!!!!

P1-Brad

Still awaiting the end of this thread - at this rate I will die of boredom!

I demand PS Lewis only resurrects this thread when there's something of interest to add.

pslewis

You carry on posting that it should end

It will take off very soon as time is running out for DSG

Tidgy

y? do you want the truth?

noobyscooby

Just pixel dreamin'

pslewis

Pixel Pete and his Curry of DOOM ....

Flaps

iTrader: (1)

I was that bored of waiting for the conclusion to this that I went into Currys and bought an integrated washer It's being delivered on Sunday too, which is nice.