Currys - LG TV

jaiski

Hi.

We purchased an LG 3D TV from Currys on 20th April which has developed a fault about 2 weeks ago. We were told that we had to contact the manufacturer so LG arranged an engineer to come out and repair the TV. This was completed 5 days ago. 2 days later the same fault happened again.

On contacting LG again, they saod we should contact Currys. Curry's know how departments said we should take it back to store as it's 6 weeks old, has had one repair already and the manager has the discretion to exchange it. Was told by Manager they would not exchange it but send it for repair again which could take up to 28 days, and we would be without the TV for that time.

Is this acceptable for a TV to have 2 faults within 6 weeks, having been repaired once and still faulty? What are our rights, can we demand a replacement?

Thank You in advance.

CoolHotCold

Demand no.

Depending on EXACTLY how long it's been since you've had a working TV you might have some options.

Currys/PcWorld operate a 28/21/7 day exchange policy for repairs. aka, if it takes 28 days (or 21/7 depending if it has a Whatever Happens agreement and the level) for a repair to be carried out, or a repair it not completed within that timeframe you can indeed exchange the TV for a replacement.

What I would do, and if possible for you to do, is take the TV back to a Currys or PcWorld store and allow them to try and arrange a repair with LG. Also make sure you have the previous notes stating when you reported the fault to LG and when it came back and have them entered on the notes. When you've left it with Currys/Pcworld this continues the repair (as Currys/PcWorld cannot do anything until they have the item so it's unfair (and not in the T&C/Operating Manual) to count this time towards the 28/21/7 day exchange timeframe).

So for example say the LG repair took 13 days from when you reported to when you received it, and you took it back to PcWorld/Currys for a resolution 3 days after you received it back from LG, this doesn't count as 16 days repair, only 13.

You can also contact LetUsKnow@KnowHow.com with some details such as your address and receipt ID (Store Number, Reciept Number and Date Of Purchase, if purchased in store, otherwise a Online Transaction No is ok) and feed it back that The KnowHow department on the phone should of liaised with the store you wanted to see if the Manager would exchange or send for repair.

However if the Contact Center did say "The manager has discretion to swap as a customer service issue, however he may follow procedure and arrange another repair" then I don't suppose they did much wrong so long as you were not mislead or deceived that you were getting something.


Also, from the sounds of it, it sounds the Store now has the TV to arrange for repair with LG.


TL:DR, No you have no rights for a exchange, and demanding doesn't get you anywhere quick, use the 28/21/7 repair policy.