Have a Care & Repair plan and tried to book a repair for a washing machine. Saga should be seen to be believed... 1. I’ve tried calling on the number on the policy renewal document which I received only last week - 0344 561 4000. I follow the call tree through and 7 minutes later I am told that - given the age of my appliance - that I need to dial a different number, 0344 561 1234. I am then automatically cut off. 2. I call this and find myself, 7 minutes later back at the same place. I am then automatically cut off. 3. I try again and answer the last question differently so I can speak to a human being - I am told I can’t be helped by that team, or transferred and I must have answered something wrong so I should try again. 4. I try again and the same happens as in 2. 5. I repeat step 3. above and get to talk to another another operative who tells me to call 0344 561 6263. He guarantees this is the right number and I won’t find myself back in the same place. 6. I dial this and find myself back at the same place as 2. 7. I submit an online question to Team Knowhow asking for the right number, but get no response so far. 8. I wait 24 hours and try calling again in case they’ve changed something and/identified an issue. I repeat the process and end up back at the same place as 2. 9. I repeat step 3 - after waiting 30 mins, an operative tells me I need to dial 0344 561 6263 and select options 4 then 3. He guarantees that this will work, and apologises saying this is a Curry’s issue and he works for a third party supplier. He hangs up on me when I am mid sentence. 10. I try this again - guess what happens? Something totally new - but where no-one can help me. 11. I repeat step 10, but try answering the questions correctly. End up back on same track as 2. Am stunned in to SILENCE when system is seeking an answer from me and FINALLY call tree system ends up giving me access to a different route I’ve never been down before. Get to speak to operator who is very friendly but can give me first appointment in 10 days time. So I’ve spent over two hours trying to book an appointment from an organisation where people just don’t care and I’ll now have to wait two weeks minimum to get it fixed. Livid. UPDATE A WEEK AFTER MY FIRST REVIEW: Got site visit - needed major repairs. Part ordered. A week later no update on ETA for the part so contacted Team Knowhow because I have 7 day repair guarantee. Same challenge to get through to someone, but I know how to bypass the call tree now. Just an hour long wait on the phone. Told me there was no ETA for the part and they are not generally replacing "at this time" (even though it is a term of the contract to do so), and I'd need to talk to "policy". Spoke to someone who said they'd look at it, and whilst doing so the line wend dead. Waited 10 mins to see if anyone might have the nouse to call me back (as they knew who I am) - what a surprise, no-one did. I am now 45 minutes into being on hold AGAIN. So let's summarise: - I've spend 5 hours waiting to talk to people. - I've raised repeated times that the call tree doesn't work if you answer it accurately, but it's still like that. - I've been hung up or misled multiple times. - I've been three weeks without a washing machine. On the plus side I've had a nice little apology that they're sorry for the fact I've had a delay getting through. Team Knowhow - expect a formal complaint from me shortly about the ridiculous levels of inconvenience that you've caused for what should be a simple task - even in times where people are working from home. FURTHER UPDATE: Finally got through to someone who indicated we could have a new washing machine (which is what the insurance contract indicated we were entitled to) - I was told we'd get an email with details of this within 48 hours. We are now 72 hours on and no contact. I'm not sure I have the energy to wait for an hour on the phone again to find out what is going on...
6 months ago
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Team Knowhow has a 1.20 average rating from 124 reviews

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Alice, Customer Support

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