"Horrific and unacceptable customer service"

A review of Currys Digital by Anonymous written on Sunday 27th of October 2013

My new laptop developed a hard drive fault 3 days after purchase so I bought it back into my nearest branch in Cabot Circus, Bristol at 3pm on Thursday 24th October .As I am at University a laptop is a pretty essential item, thus I required a replacement. Firstly, I was not offered a replacement, but after much discussion the store miraculously found an identical laptop. I reiterated that I paid for Microsoft Office and McAfee security to go on. The sales assistants were very reluctant to put on the software I had purchased in the first place and I was told - I quote: "If you don't calm down, you can get out." I was so outraged by this comment and in disbelief that I, the customer, the individual who had given them £588 of my money were not complying with the Sales for Goods Act 1979 and I was having to fight for my rights! They were being aggressive and downright rude. I left the store whilst they eventually agreed to put the software on the new laptop and came back 2 hours later.

2 hours later - I was told it was set up and ready to go. However, I checked it over and Microsoft Office was unusable since the product key had been used the maximum number of times. The store fudged around this problem so I asked for a full refund and it was agreed by one of the sales assistants. However, the assistant manager came along and told me I was not allowed my money back since there was not a technical fault, just a software problem. I repeated that I had only purchased the laptop on Monday, therefore I should be entitled to my money back! It was refused. More of the sales team confronted me and left my distressed since I was being backed into a corner. I was called "a young girl" and "emotional" by the assistant manager. I was so incensed by this comment since I was being patronised and talked down to. The assistant manager then later backtracked and denied calling me 'emotional' after claiming I was going to issue a formal complaint regarding the appalling manner in which he spoke to me. I spoke to Head Office but only after the assistant manager had spoken to him, so I pointed out he had a an agenda and the head office was obviously going to side with the employee. I was so, immensely frustrated and distressed since there was nothing else I could do and they absolutely refused to give my money back. At one point the assistant manager said "If we do refund you, we would only refund you the £119 for the software, not the £429 for the computer!!! I also was told several times "This is good customer service... If this was good customer service I hate to think what bad customer service is like..."

Many hours later, after Currys faffing around over new product keys etc (which they didn't even need in the end) Microsoft Office was put onto the new laptop. I was told McAfee was installed, however, they lied since they only put the free version on. Once again, they denied that I had asked them to install it, even though it was pretty obvious since I had paid for it. The store once again complained since it meant putting in a new product key. I pointed out to these supposedly 'technicians' that you do not need a product key, you just need to log in to my account. I am not a technical person at all but even I was able to work out simple technical tasks like logging into an account. After 3 more hours of standing at the till and half an hour before the store closed I had had enough. I told them that unless it is done in 30 mins I want my money back. The assistant manager was again reluctant and then said 'I suppose we have no choice.'

The computer was completed 5 mins before closing time so I had wasted 5 hours of my life arguing with Currys . I was so incredibly upset and frustrated by the whole experience. I received £30 compensation and at first the assistant manager was only going to give me £20 max since 'the store would lose too much money' even though it is a massive company and could absorb the cost. I wasted energy, tears and I am still angry by the whole fiasco.

I am composing a formal letter of complaint but I am sure nothing will be done about it since Currys simply do not care about their customers, they just want your money. Do not shop in Currys!.

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