Our 16 year-old washing machine went on the blink. I spent a day trying to fix it, to no avail, so we went to Currys to get a new one.
The Bosch model on display looked good, and was on special offer: “Free delivery and installation” but when we asked the assistant, he said they had none in stock and that it would take 6 weeks to deliver. So we selected another model, but he said it was the same situation with that one.
“So, you only have free delivery on the ones you don’t have?” I said, wryly, to the assistant. Anyway, that’s life, and not wanting to smell badly for six weeks we eventually settled on a Hotpoint.
You can pay up to about £20 for delivery, depending on how specific a time you require, which is pretty reasonable, but I now had a small bee in my bonnet about this, though I couldn’t do anything about the £14.95 installation charge for the Hotpoint, which was not on a special offer. I found that there was, actually, a free delivery slot for 10 days hence.
Available from 9pm the day before is a service on the Currys TechGuys website. You’re supposed to click on ‘product delivery’ and put in your Order Reference Number, and get the delivery time.
I did this, and the message I got was:
Description: An application error occurred on the server. The current custom error settings for this application prevent the details of the application error from being viewed remotely (for security reasons). It could, however, be viewed by browsers running on the local server machine.
Details: To enable the details of this specific error message to be viewable on remote machines, please create a <customErrors> tag within a “web.config” configuration file located in the root directory of the current web application. This <customErrors> tag should then have its “mode” attribute set to “Off”.
<!-- Web.Config Configuration File --> <configuration> <system.web> <customErrors mode="Off"/> </system.web> </configuration>
So, I was none the wiser about what time, between 7am and 8pm, that the Currys product would arrive.
Then, I decided to give them a call. The TechGuys website said:
If you have a product purchased from PC World, Currys, Currys Digital or Dixons, you can get support by visiting our support website at http://www.thetechguys.com/support
Alternatively you can call us 24 hours a day on 0844 800 6020.
The important bit in the above is: you can call us 24 hours a day, so I phoned the number and selected the auto option for ‘washing machines’ and was informed that the service only operated between 9am and 6pm.
So then I phoned the same number, but this time selected the ‘all other services’ option, but was informed that the service only operated between 9am and 6pm.
I felt that the TechGuys website left something to be desired. I thought about phoning Complaints, but noticed that “Lines are open Monday-Saturday, 09:00-18:00” and by this stage it was 9.30pm
Anyway, the website was working OK early the next morning, when I was able to put in the Reference Number and be told that:
Your product will be delivered on Wednesday 27th October between 10:15:00 and 14:15:00.
Currys delivery phoned at 11am to say they would be here in 40 minutes. They arrived 40 minutes later. They took one look at the connection and said they couldn’t install the washing machine because there was an extension to the drainage pipe and they wouldn’t be insured if it leaked. They could ony install direct to the drain. The very short drainpipe on the washing machine made this impossible. They said this was a common issue and I would get back my installation charge of £14.95 in a few days.
So, I’m not happy on several accounts:
1. Shortage of deliverable product in store.
2. Problems with TechGuys website.
3. Incorrect information on TechGuys website.
4. No-one asked about distance to the drain before delivery.
5. Small drainpipe on Hotpoint washing machine. If this is such a common problem, they should make it longer.
I’ve fitted it myself. So all’s well that ends well, unless it starts to leak.