Curry's Whatever

MTDancer

I bought a Samsung TV in 2007 and took out a Whatever policy.
The policy states that TV will be repaired in home.
It HAS been repaired twice in home previously.
Now fault has recurred and told they cannot repair it in home as not allowed to. If they take for repair I have no other TV and it could be gone for up to a month.
I asked for a loan TV and told my policy does not cover it.
I say they are breaking their contract with me as it states repair in home - they say they have changed contract but not with me, they haven't.
Don't know where to go from here:mad::mad:

CoolHotCold

Well I think the WEH states that if it can't be repaired in Home it will be picked up for repair.

If they are no longer offering in home repair service then it no longer can be repaired in home and has to be picked up for repair. Exactly what it says in the contract.

Yes they state "It can be gone for 28 days" but most of the time it's 7 to 10 days typical and less.

fluffnutter

You could just try the (free) SOGA. A telly can be expected to last longer than three years. Provided the fault's not been caused by you (and you might need to prove this because it's over six months since you bought it), the seller (not manufacturer) is obliged to refund, replace or repair. The reason I suggest this is because, whichever method is chosen, you can't be 'inconvenienced'. I'd argue that being without a telly for a month constitutes an 'inconvenience', hence something other than a repair is appropriate, e.g. replacement. Your issue is a little complicated by the fact that you've had the telly repaired a couple of times already, the seller might well argue it's hardly the product you originally bought. If they do, say, refund, they're entitled to deduct money in respect of how much use you've already had.

MTDancer

CoolHotCold wrote: »

Well I think the WEH states that if it can't be repaired in Home it will be picked up for repair.

If they are no longer offering in home repair service then it no longer can be repaired in home and has to be picked up for repair. Exactly what it says in the contract.

Yes they state "It can be gone for 28 days" but most of the time it's 7 to 10 days typical and less.

No, it says nothing in my contract about being taken away. What it says is: ​if we are unable to repair the tv over the phone engineers will come to your home to carry out the repair in 2 days. There is no mention about taking it away

sirmarcus

Suggest that you escalate and complain to John Browett, Dixons Group/Currys /PCWorld Chief Executive via sending him an email at [EMAIL="john.browett@dixons.co.uk"]john.browett@dixons.co.uk[/EMAIL].

He is very pro-active in reading ems and you will get a response. I have had dealings with him in the past and have managed to get successful outcomes.

Good luck and hope this helps.

Esqui

Just taken a look through the documents I have, and all it says is "we'll visit you within 2 working days". I can't see anywhere that it says it will be fixed on site - because even when many products were fixed on site, there will always be problems that require taking to a repair centre due to engineers not being able to carry some parts on the van.

Anyway, it'll be in and out of the repair centre within days, and back to you not long after that. Unless you live in the South, where it will get lost in Southampton delivery centre.

MTDancer

Esqui wrote: »

Just taken a look through the documents I have, and all it says is "we'll visit you within 2 working days". I can't see anywhere that it says it will be fixed on site - because even when many products were fixed on site, there will always be problems that require taking to a repair centre due to engineers not being able to carry some parts on the van.

Anyway, it'll be in and out of the repair centre within days, and back to you not long after that. Unless you live in the South, where it will get lost in Southampton delivery centre.

The contracts were changed. My contract was taken out in 2007 and it DOES say it will be repaired at my home, or place of work. When it has been previously fixed in the home the engineer went away and ordered parts, then came back. As this is an intermittent sound fault I could live with it whilst they got the parts

loztiggy

I second the advice to email John Browett. Things get resolved really quick when you email him!

drussellh

Korma or Vindaloo ?

MTDancer

Have emailed him, just waiting for reply

CoolHotCold

fluffnutter wrote: »

You could just try the (free) SOGA. A telly can be expected to last longer than three years. Provided the fault's not been caused by you (and you might need to prove this because it's over six months since you bought it), the seller (not manufacturer) is obliged to refund, replace or repair. The reason I suggest this is because, whichever method is chosen, you can't be 'inconvenienced'. I'd argue that being without a telly for a month constitutes an 'inconvenience', hence something other than a repair is appropriate, e.g. replacement. Your issue is a little complicated by the fact that you've had the telly repaired a couple of times already, the seller might well argue it's hardly the product you originally bought. If they do, say, refund, they're entitled to deduct money in respect of how much use you've already had.

.... A Telly is a luxury item. If it was a printer and purchased through PCwB and used for printing invoices etc etc then yes, being without is a inconvenience.