Currys - help what do I do now?!

Becles

I bought an American Fridge Freezer in the Currys sale for a total price of £406. It's pre-sale price was £699, so it was an excellent bargain. It was delivered on Wednesday 3rd January and broke down on Monday 8th January.

I called Currys who said they would have to send an LG engineer out to have a look at it. It was up to me to ring LG which I was narked about but rang them and had an engineer booked for Thursday.

The engineer called and said the motor and compressor were faulty. He said to fix it would mean stripping the whole fridge down, replacing the parts and then having it regassed. He advised that as the appliance was costly and only a few days old, it would be better to return it to Currys for a replacement.

I called Currys on Thursday who said they could not replace it until they got an authorisation number from LG. The man said he would contact LG, get the number and ring me back to arrange delivery of a new fridge and collection of the old one.

I hadn't heard anything so I've called Currys this afternoon. They still haven't got the authorisation number from LG and cannot do anything today as LG don't work on Sundays. Currys promised to call me back tomorrow when they get the number.

However the fridge/freezer is now out of stock. They are getting one final delivery of it this week, but will not be getting any more stocks in after that. All the fridges have been promised to customers who have already ordered them.

Currys have said I have two options:

1) Pick something else off their website, but if it is more expensive I will have to pay the difference

2) I can have a full refund

My problem now is that I cannot find a similar specification fridge/freezer in silver for £400 from Currys or any other shop, and I don't want to spend more money on a more expensive model.

What is the best action to take? Do Currys have to supply me with a similar spec model that they do have in stock for the £400?

soolin

Unfortunately hard as it may seem, Curry's only have to offer you a refund or replacement. There is such a thing as 'loss of bargain' but I can find nothing that suggests this has been tested in a case like this.

You could try asking them if they will do you a deal out of goodwill on a dearer model...nothing ventured nothing gained.

Soo


Soo

superflygal

Currys really are a disgrace! No customer care whatsoever. I won't shop there as family and friends have had bad experiences with them. They are happy to take the money, but don't give a monkeys when problems occur.

I used to sell appliances, and whenever a customer wasn't happy with the service and i couldn't help any further, they used to call Radio WM (west Midlands) DJ Ed Doolan. The problem used to be sorted out immediately!

Dunno whether that helps!

Check out https://www.theukhighstreet.com/currys_R1345

You could write to Managing director: Nick Wilkinson or Group Chairman: Sir John Collins expressing your dissatisfaction. I have found going to the top sometimes the only way to resolve disputes!

Superflygal x

PS take your business elsewhere for future purchases!

Becles

Thanks for the help.

Not sure what we are going to do now. We ripped out the units on that wall of the kitchen and hubby built a load of shelving around the new fridge/freezer, so I've got plenty space for all my OS gadgets!

Not got the room now if I bought cheaper seperates, and can't afford a more expensive fridge/freezer in a similar size.

Thinking about asking if they will replace all the parts anyway, so at least I've got the spec I want and it fits in the hole in the kitchen, but concerned that it might not last as long as it should do. Also the engineer said it takes a few weeks to get parts as they come from Spain, and it's been a nusiance having no fridge/freezer for a week, never mind a few weeks.

Will see what they say when they ring back today.

THE_LONE_RANGER_4

Get Your Money Back They Wil Not Do Any Deals Etc I Know From Experiance They Messed Me About For Weeks Then The Manager Said You Can Have Your Money Back And Go And Get It From Some Where Else Which Is Why I Now Shop With Independents

Becles

Currys managed to get an authorisation number from LG today.

However nobody called me back today as promised, so I rang them. The matter now has to be referred to a team in head office who deal with such matters. However, they have a backlog and it's taking them 4-5 days to look at work passed from aftersales.

It's going to be Friday or Monday before they can call me back and make arrangements for either a new fridge/freezer or a refund. They are not a customer facing team, so I cannot ring them.

I've told them I'm pregnant and being without a fridge isn't ideal food wise, but they said there is nothing more they can do and I just have to wait until the head office team get round to dealing with me :wall:

tripled

From what you posted LG said they could strip down the fridge but it would be better to return the fridge... why not take them up of the offer of fixing it?

Becles

I've tried that tactic, but because Currys now have an authorisation number for return, I can't have a repair as I've rejected the broken fridge

dawnfjc

I bought a side by side fridge freezer august 2004 from currys, just over £1000 with 5 year coverplan, just as samsung warranty ran out august 2006 the problem started, since then I have been trying to claim 6 week rule but getting nowhere, engineers have replaced every part possible and still not repaired, they keep telling me a report will be put in to right it off but I ring coverplan and get told everytime "sorry but the engineer has reported it as repaired" so we have had an engineer out every week (at least) for over 5 months but most times he just stands looking at it.

The noise out of the fridge is so loud we cant hear the tv, it wakes up my 5 kids and me and my husband every night, and yet it is apparently repaired.
My husband has now said we will involve trading standards, so an engineer came out yesterday all he done this time was re set tempratures on both fridge and freezer to 7 and -16 but the safe tempratures should be no higher than 5 on the fridge and no lower than -18 for the freezer, do these people think we are stupid?????

My husband rang the engineer yesterday and they told hime coverplan would have a report this morning ro right it off AGAIN, I just rang coverplan and guess what???????? no report has been sent through :mad:

Coverplan blame the engineers but the engineer keeps blaming coverplan telling me they wont accept them to right it off.

WHO IS TO BLAME????? :mad:

Dawn

Whits

When you speak to the team at head office, tell them that you want it collected and an immediate full refund straight in to your bank as you are going to Comet to buy a replacement.

If they refuse then start quoting the Sale of Goods act. Read up on it so you quote the right stuff:D

Big retailers get worried when their rival is about to steal their trade so it's always worth a try.

Good luck

superflygal

Becles,

Get onto trading standards to find out your legal position here. Currys should be giving you more options IMO.

You can then attack with a letter saying as per (item blah de blah, section lalala) i expect XYZ to happen.

Also heard of a new BBC programme called "Don't get done, get Dom" you could say they are interested in your case and are sending a researcher to speak to you.........

When i worked in this industry (9 years ago mind) It was commonplace for the customer to be offered the next model up at no extra cost. But this is more of a goodwill gesture.

You could play on the pregnancy angle (don't want to get stressed about this for the baby etc) see if that cuts you any slack.

Congrats BTW (for they baba) and good luck!

Superlfygal x