Currys - Faulty Items

darkcloudi

I bought a JVC Camcorder online from Currys two months ago which has developed a fault, I phoned Currys and they have advised I should contact JVC and deal with the problem that way.

Am I correct to say Currys should be the ones who should do that and get it repaired on my behalf. They told me they only deal matters for the first 28 days and after that its your problem not theres, is that correct?

I do have a contact name and there extension in case I need to pursue it further. I did tell them for the first 6 months I should be eligible to go to the retailer who sold me the product (thats what I gathered from the Sales of Goods Act) and they should deal with the matters but the person I spoke to said thats not the companies policy and tuff luck

I was hoping someone more knowledgable can advise.

Thanks

4743hudsonj

Well your correct but providing JVC pick the item up for free, its best just to get a warranty repair.

All Currys will do is contact JVC and send it to them anyways so cut out the middle man and get it done quicker. If its not free collection the take it in to the store and iterate that under the SOGA it is the retailers responsibility (your contract is with them) to remedy faults and their policy cannot and does not override statutory duties/rights.

Chimpofdoom

4743hudsonj wrote: »

Well your correct but providing JVC pick the item up for free, its best just to get a warranty repair.

All Currys will do is contact JVC and send it to them anyways so cut out the middle man and get it done quicker. If its not free collection the take it in to the store and iterate that under the SOGA it is the retailers responsibility (your contract is with them) to remedy faults and their policy cannot and does not override statutory duties/rights.

Indeed, but currys shouldn't be fobbing the OP off by telling them to contact JVC.

So I would contact Currys again, or take it instore and talk to customer sevices. you get 28 days for them to repair it. If they don't get it back to you within 28 days your entitled to a new product or a refund.

Esqui is usually the Currys expert, so wait till he advises

4743hudsonj

Chimpofdoom wrote: »

Indeed, but currys shouldn't be fobbing the OP off by telling them to contact JVC.

So I would contact Currys again, or take it instore and talk to customer sevices. you get 28 days for them to repair it. If they don't get it back to you within 28 days your entitled to a new product or a refund.

Esqui is usually the Currys expert, so wait till he advises

I didnt condone what currys are doing but its beneficial to the op in this instance as not only is it the path of least resistance (not having to argue with mostly soga ignorant staff) , but its also the faster route so i dont see the problem in going straight to the manufacturer and using the warranty as that is JVC's responsibility.

darkcloudi

Thanks for the responses. I assume that it doesn't make a difference if the item is bought in store or online? I bought the camcorder online and did go in to a local Currys store and was advised to ring 0844 800 6050, I went through the relvant options and chose JVC and the line just gets cut. I rang the number a number of times.

I then rang Tech Guys on 0800 0234 701 and told them I could not get through on the number of above, I was passed through department to department and then spoke to customer service who came back with the above comment in regards to contacting JVC directly (no contact number was given, etc), I advised them of the SOGA and they could not be bothered as the person I spoke to felt the company policy overides the legal rights, thats what it sounded like when I spoke to that person, and he clearly stated that they only deal with matters for the first 28 days, this is to why I got there extension number.

I am awaiting for the complaints department to ring me, was told they would call within 48 hours. So wanted to prepare myself when they call.

4743hudsonj

darkcloudi wrote: »

Thanks for the responses. I assume that it doesn't make a difference if the item is bought in store or online? I bought the camcorder online and did go in to a local Currys store and was advised to ring 0844 800 6050, I went through the relvant options and chose JVC and the line just gets cut. I rang the number a number of times.

I then rang Tech Guys on 0800 0234 701 and told them I could not get through on the number of above, I was passed through department to department and then spoke to customer service who came back with the above comment in regards to contacting JVC directly (no contact number was given, etc), I advised them of the SOGA and they could not be bothered as the person I spoke to felt the company policy overides the legal rights, thats what it sounded like when I spoke to that person, and he clearly stated that they only deal with matters for the first 28 days, this is to why I got there extension number.

I am awaiting for the complaints department to ring me, was told they would call within 48 hours. So wanted to prepare myself when they call.

Tech guys are more geared to the extended warranty's etc rather than soga repairs so thats what they may be referring to? (I.e normal CS staff deal with SOGA repairs)

But like i suggested, just contact JVC and get it over and done with instead of all this faff.

Esqui

Chimpofdoom wrote: »

Esqui is usually the Currys expert, so wait till he advises

I thank you!

4743hudsonj has hit the nail on the head. The Tech Guys line will direct to JVC as they do the repairs for us. You can book it there, but if you work a lot and might not be home for a courier collection, take it into store and they can do it for you. And I don't think JVC ask you to pay postage. (Panasonic are the only ones who do IIRC).

Buying online from the currys site makes no difference, you can take it into store for repair. Sounds to me like whoever you spoke to was either not very experienced (the service guide says "Customer to contact..." when anyone can do it), or couldn't be bothered.

darkcloudi

Thanks Esqui. I think the Tech Guys did put me through the correct customer service department when I advised them about the problem with the 0844 number I was having.

I do work during the day and do work quite late some days so courier pick up is quite difficult. I will visit a store and make them phone customer services whilst i'm there on the weekend hopefully matters can be dealt with. I have emailed JVC [EMAIL="info@jvc.co.uk"]info@jvc.co.uk[/EMAIL] and Cc'ed Dixons Store Group [EMAIL="customer.services@dsgiplc.com"]customer.services@dsgiplc.com[/EMAIL] just now so hopefully one of them get back to me with a proper response to get the camcorder fixed.

Can I take it to a PC World store as I know they got a Tech Guys team? My local Currys store has a normal customer service but they just pushed me towards phoning the 0844 number. Not sure if the local Currys store can forward the camcorder on to JVC. That would be the most preferred option.

Esqui

The local Currys store can take care of the whole thing for you, even if they don't have in-store Tech Guys.

fred7777

Hi

I had a similar problem with a Samsung TV that I bought from Currys in January, it developed a fault in March & Currys told me to talk to Samsung.

However Samsung were very efficient and their local service centre took the TV in and fixed it within a week.

If there had been any problems with Samsung I would have taken the TV back to the store and dumped it on them to fix but as it turned out I got much better service dealing with Samsung direct rather than leaving it for the shop to sort out (whenever thy got around to it).