Currys - promise to repair within 28 days as part of 1 year manufacturer's warranty??

sensorypulse

I have read in various places that, within the first year of purchase, Currys promise to repair a product within 28 days or else refund the purchase.

Although I can find many sites where people refer to this, I cannot find a direct reference on Curry's website.

Can anyone point me to the actual Currys wording that I can quote to them?

Alternatively, is there anything within my consumer rights that I can refer to when contacting them?

On October 4th 2011 I took a laptop into a Currys store in London that had developed a fault. It was returned two weeks later with the problem "fixed" according to Currys, but actually nothing had changed at all and the problem was just the same as before (HDMI port not functioning), so I had to return it the next day. Since then I've heard nothing, and we are now over the 28 day period.

All advice welcome.

bod1467

I think it's 28 days per fix attempt, not total. And I think they'll make up to 3 attempts before writing it off and giving an exchange/refund. Check out the Whatever Happens section.

Esqui

I think it's on the service docket you receive if you book it into store. Though to be quite frank, I've always just accepted that was the maximum repair time, without it being written down.

bris

It's part of the what ever happens policy, they do reset the clock every time a repair is made, so the clock starts again when you send it back.

sensorypulse

bris wrote: »

It's part of the what ever happens policy, they do reset the clock every time a repair is made, so the clock starts again when you send it back.

Thanks for all your advice. I find the above staggering, though, because in all logic a repair cannot be "reset" if it hasn't taken place at all.

CoolHotCold

bris wrote: »

It's part of the what ever happens policy, they do reset the clock every time a repair is made, so the clock starts again when you send it back.

Nope, wrong.

It's 28 days for normal Waranty, 21 days for Whatever happens and 7 days for whatever happens premium.

If you Laptop/Desktop/TV has a fault and the total repair time takes over 28 days (with a gap no bigger than 7 days between repairs, there are exclusions to this, such as waiting on recovery discs or another reasonable reason why the gap is longer than 7 days)

For example if you sent your laptop away on the 1st of october and received it back on the 10th but the same fault was happening and you told them about it on the 14th you would be entitled to a replacement one on the 31st (you don't count the time between the 10th and the 14th)

sensorypulse

CoolHotCold wrote: »

Nope, wrong.

It's 28 days for normal Waranty, 21 days for Whatever happens and 7 days for whatever happens premium.

If you Laptop/Desktop/TV has a fault and the total repair time takes over 28 days (with a gap no bigger than 7 days between repairs, there are exclusions to this, such as waiting on recovery discs or another reasonable reason why the gap is longer than 7 days)

For example if you sent your laptop away on the 1st of october and received it back on the 10th but the same fault was happening and you told them about it on the 14th you would be entitled to a replacement one on the 31st (you don't count the time between the 10th and the 14th)

This is exactly the situation I am in, and I am looking in vain for something I can quote from Currys website confirming this to be the case. Any ideas?

texranger

bod1467 wrote: »

I think it's 28 days per fix attempt, not total. And I think they'll make up to 3 attempts before writing it off and giving an exchange/refund. Check out the Whatever Happens section.

how wrong you are. i have a computer from Currys that was useless from day 1 and they sent 7 engineers out and on each occasion they never had correct parts for the make of computer and then it went to a PC world to be tested and still this was not working.

as they were all part of dixons group, Dixons blamed Mastercare (owned by Dioxons) Mastercare blamed Currys and Currys blamed Dixons. this went on for 3 months until TS stepped in and as i had all paperwork along with phone logs and engineer reports, TS forced currys to refund me in full

CoolHotCold

sensorypulse wrote: »

This is exactly the situation I am in, and I am looking in vain for something I can quote from Currys website confirming this to be the case. Any ideas?

Don't need to quote anything.

under the first year all replacements are done in store.

Best thing for you to do is call the contact centre first (if it was picked up in your home) and say it's taken too long and you wish to go into your local PcWorld/Currys and choose a replacement, and they should either cancel the repair or more likely, put a block on it being returned to your house.

Take all receipts and service docket's if you do go into a store.

sensorypulse

CoolHotCold wrote: »

Don't need to quote anything.

under the first year all replacements are done in store.

Best thing for you to do is call the contact centre first (if it was picked up in your home) and say it's taken too long and you wish to go into your local PcWorld/Currys and choose a replacement, and they should either cancel the repair or more likely, put a block on it being returned to your house.

Take all receipts and service docket's if you do go into a store.

I just thought the process might be kick-started more quickly if I was able to say "in paragraph x.x of your Terms and Conditions relating to your after sales service concerning faulty goods, it states that items will be repaired within 28 days or else the customer has the right to request a refund"

timbstoke

http://www.knowhow.com/system-pages/footer-menu/terms-and-conditions.aspx

search that page for "28 days" and you should see the relevant part.