Currys review: Lenovo desktop

Contacted Currys Care and Repair team on 4th Dec after visiting in store to advise that the power cord to my desktop had failed. Was issued a call number and told that it would take 10 - 14 days for the part to be sent/received. Waited until for that time period and called again when it did not arrive. Was told that they had ordered the wrong part and a new call would have to be opened as the old one had been closed. Waited again, part came but it was the wrong item. Went back in store to ask if they could place a call for me so that they could order the correct part or supply me with a replacement. Was told no, I had to place the call. They did however google and found a similar item on Amazon. Placed another call with the care and repair team, with an advisor that sounded like he was still in bed, and was told that there was no way the part could be expedited and I would need to wait for it to come in the post. Part duly arrived, wrong part sent again. This was now the 30th Dec and I had been unable to use my desktop during this time. New call placed. I asked to exercise my right for a replacement or voucher under the terms of my care contract and was told this was not possible because there was not an open call, at no point had any contact been made to ask if the issue was resolved, and it would not be possible because 42 days had not passed. The contract clearly states 7 days. Asked to speak to a more senior member of staff and was told that it would not be possible as managers were not customer facing and there was no call open. Spent over an hour being sent through different departments to eventually find an operative that would schedule a call with a manager.

An equally frustrating 20 minutes was spent speaking with her. Her view was that there would be no recompense because I had not taken the item into store. I had advised her and the previous customer service person that I had taken the power cord to store and they had kept it. I was then told that because I had not taken the desktop as a whole in that I had not followed the process. Again I advised that at no point during any of the previous calls placed was I told that I needed to do that. All in all a complete failure of any customer service and disregard of the contract that I had signed and been paying for for over 2 years.