Currys - broken/damaged TV - help please!

fozzylozzy

Hi there,

Just hoping someone in the know might be able to help with our Currys nightmare! I'm sorry this is a long one, but had to go from start to finish just to show what a saga this has been from day 1!!!

In April this year we purchased an LCD TV for £1299. We purchased this on credit (buy now pay in a year), we also purchased the 'Whatever Happens' cover.

At the end of July our new TV stopped working. We contacted Currys who organised a 'Tech Guys' engineer to come and look at the TV. This happened in the 1st week of August; the engineer although new, was convinced that he knew what the problem was and rang up to order the part - he had no idea how long this would take. On the 15th August we were going on our hols for 2 weeks (we still hadn't heard anything about the ordered part), we rang currys to advise them that we weren't going to be contactable at home for the next 2 weeks, but provided them with a mobile number for them to contact us with information.

We heard nothing from Currys over those 2 weeks, we arrived home from hols on the 29th August to a phone message on our home number and a letter asking us to contact them before the 28th August (we assumed this would be to organise an appointment to fix the TV), we rang currys on the day we arrived home and we were advised that because we were away whilst the 21 day rule would have been activated (the TV would have been written off and vouchers would get sent through for us to get a replacement), the 21 days would start over again from the date of the 2nd engineer's visit with the replacement part this was booked for the 2nd September.

2nd September arrives and someone else from 'Tech Guys' comes out to fix the TV. This was a different man from the first and very definitely knew his stuff, in fact he told me even before opening up the TV that the new part wouldn't fix the problem and the first chap that came out probably didn't know what he was talking about! Lo and behold, he opens up the tv, fits the new part and nothing happens. I was then told it would have to go away for the screen to be lifted and a new one fitted. Paperwork was filled in, including the part stating the TV was in perfect cosmetic condition. He then made a phone call to arrange collection of the TV to the workshop.

The TV was collected on 7th September, (which in itself was a nightmare as the van was involved in an accident and didn't turn up until 4.30pm even though the slot was for the morning). Said bye bye to the TV and hoped we'd see it again soon!

By the 19th September my Hubby phoned Currys as we hadn't heard about the TV being delivered back to us, and we wanted to know about activating the 21 day rule so our TV could be written off and we could get a new one (this was due to happen on the night of Monday 21st September). We were told then and there that this was most likely to happen as their system indicated that the new screen was on backorder and we should ring again on the Monday.

Monday came and Hubby received a phonecall to say that the TV had now been fixed and was to be delivered back to us on the Thursday 24th September.

Delivery Day.

TV arrives (long after allocated time slot as van breaks down!!!!!!). TV is well packaged in bubble wrap and is unpacked by the drivers. No power lead included. Drivers were then unable to install the TV, they rang Currys to report missing lead and offered to send £20 gift card to compensate us having to buy another. Then on inspection of the TV, we noticed huge deep scratches on the screen surround and numerous small scratches showing that it had not been treated with care, also dirty marks, fingermarks and clamp marks on the underside of the surround, which couldn't now be accessed to clean off.

Drivers gave us our options and rang Tech Guys to arrange engineer to come out and inspect the damage caused.

The following Monday (28th September), Hubby had a message left on his mobile to say that the TV has now been written off and vouchers were to be sent in the post for a replacement.

2nd October the vouchers arrive. The voucher was for £999 in exchange for the identical TV being written off.

This is where we get confused..... We bought the TV for £1299 and paid £200 deposit originally - we are due to pay the remaining balance of £1099 in about May 2010. The voucher is only for £999 (the price that the TV is now) ? Hubby went to Currys today, assuming they would cancel the old finance agreement and set up a new one for £999, apparently not. He left empty handed and I've been trying to research where we stand with this now.

Do we really have to pay more than the TV is worth? Are we entitled to a full refund?

Apologies for the "Eastenders" type saga, but we are truly confuzzled, frustrated and annoyed!

Thanks.

Louisa and Ian.

Esqui

Consider the finance agreement as a loan you got for the original TV - you still have to pay it off, as agreed when you took it out. I can see why you're concerned, but you would have to pay off the agreement to cancel it - otherwise you'd have been given a loan of £1099, had that cancelled without any payment...and then a voucher for £999.

The voucher is to replace your product with the same one. As it's cheaper, the voucher is for less. If the TV had gone up to, say £1499, the voucher would have been for £1499. Had they just arranged to deliver you a new TV, the same model, you'd have exactly the same thing.

You're not automatically entitled to a refund - and getting one would be rather difficult.

fozzylozzy

Just thought I'd give you an update on our Curry's saga!

In a shortened version....

Took the voucher to a Curry's store to cash in and collect a new TV exactly the same as the original, only to find it was not going to be in stock for a while! :eek:

There was not one TV in the store that matched the specification of the the original (not as good quality). Mr store manager spoke to head office and got the voucher upgraded to £1299 which meant we were able to bring home a TV of a slightly better spec than the original. So all in all a great end to the story... but it doesn't end there!!

Last night hubby received a phone call from Curry's customer service to apologise and offer some compensation after all the inconvenience caused as they had "read our forum post on the moneysavingexpert.com consumer forum".

There is a big brother and he is watching!!

Never thought I'd say this but big THUMBS UP to Curry's :beer:

Louisa.

Esqui

fozzylozzy wrote: »

Last night hubby received a phone call from Curry's customer service to apologise and offer some compensation after all the inconvenience caused as they had "read our forum post on the moneysavingexpert.com consumer forum".

There is a big brother and he is watching!!

Oh shi- they're watching me!

fozzylozzy

Esqui wrote: »

Oh shi- they're watching me!

*Throws you a wig and sunglasses*

Louisa.

smcaul

I'm sorry, but I have to totally disagree with you about "Curry's" coming good in the end!! The TV was less then 6 months old, you had a perfectly valid claim for a replacement tv under the SOGA, it was up to Curry's to prove the fault was not there at time of purchase.

If it was me I would have been livid by the treatment you received and the length of time involved, Curry's have used the insurance they sold you to cover it, when in fact you needn't have claimed on that at all.

Sorry to say, but in my book Curry's have bent you over and taken full advantage of you!!!

Amazing how they seem to try and wriggle out of the SOGA every time!!!

Also, I would clarify with Currys that it was replced under the SOGA and not under their Whatever happens policy, otherwise you will now have to buy a new policy:

Quote:If my product is replaced under Whatever Happens is the remainder of my Support Agreement cancelled?
If your product is replaced your 'pay as you go' Support Agreement will end and you can purchase a new Whatever Happens Customer Support Agreement with your replacement product.

fumken

Thanks for mentioning the SOGA. I have a similar problem with Argos. My TV has a thin line and some bleeding. They insisted they would have to send it off for repairs and if the company 'detect that it is my fault' I will be charged.
How can the company detect that a telly sitting on a stand and no extenal damage "was not due to a manufacturing defect" as they have made me sign to admit liability for?
Please let ne have your views on how I can handle this. £500 is a lot to me.