Cusumer Rights: TV warranty from Currys

Plasmadude

I purchased the TV on 23 March 2012.

As the TV would have been under normal warranty I was not keen to take out extra cover as I thought that would be enough. The salesman however convinced me with the fix it or replacement, no lemons and the clincher of a loan set policy.

My TV broke down on Sat 9 June 2012 (47 days after purchase) when I called Whatever Happens to report the breakdown I was given a pick up time of the next Thursday although the policy clearly state the following Tuesday.

The next day I went to my local branch of Curry’s in York, Clifton Moor to obtain a loan set. I was told that I was not entitled to a loan set. I explained that I would not have taken out the extra policy had it not been for the promises made at the time of purchase. I complained that I had been mis-sold the agreement.

I needn’t have worried as the manager at the store sorted the problem and upgraded me up to a Whatever Happens Premier pay monthly agreement. I signed this new agreement and was given a loan set. The customer care I received at the store was excellent.

My upgraded Whatever Happens Premier pay monthly agreement started on Sunday 10 June 2012.

My TV was collected for repair on Thursday 14 June 2012.

On returning home on Wednesday evening 20 June 2012 there was a message on my answer machine stating that my TV would not be ready within the 7 day period and they would get back in touch with me when it was fixed and arrange delivery.

I emailed Curry’s customer service to say that as my TV will take over 7 days to repair I would like to request a new replacement product as per the Whatever Happens Premier policy. To my surprise I received the following reply.
“Our records show that Whatever Happens Premier agreement policy number **** is for Panasonic television purchased on 10th June 2012. The Panasonic television that was purchased on 23rd March 2012 is currently in repair. This television is covered under Whatever Happens club policy i.e 28 days and policy number is ****.”

The Whatever Happens pay monthly agreement states that “In the unlikely event that your specific problem takes over 21 days to repair, you may request a replacement product.”

The Whatever Happens Premier pay monthly agreement states that “In the unlikely event that your specific problem takes over 7 days to repair, you may request a replacement product.”

I updated my policy in good faith as I was not sold the correct policy to begin with. No mention was made of it not applying to my TV that was going in for repair on the following Thursday. I also went back to the local shop but got nowhere.

This is all getting a bit confusing for me and I don’t really know where I stand. How can they sell me an upgraded policy and not honour it? Am I stuck with the original policy?

Can anyone please tell me my rights in this case or even if I have any?

My thanks in advance.

CoolHotCold

Go into the store, and ask, They can check in store exactly what Policy is for what, explain to the manager that the Premier Whatever Happens club should provide a TV as a loan and a exchange if it's over 7 days.

The KnowHow crew SHOULD be able to get the TV redelivered back to the store and you should be able to walk away with a new one, but it's not policy, but it can be done in terms of Customer Service. (That is, if you can take it away/have the ability)


That said, send a email to LetUsKnow@KnowHow.com and copy the URL of this page and Paul or one of the Social Media/Medics can help and point you in the right direction. This User

But if possible send off the emails and go into the store and let the manager take ownership of the problem.

Plasmadude

CoolHotCold. Thanks for the reply.

My partner went back into the store today and spoke to the head of customer services who would not take ownership of the problem.

She was told that the TV in repair was under the Whatever Happens policy and not the Whatever Happens Premier policy as we had reported the fault the previous evening before upgrading to the Premier policy.

None of this was pointed out at the time and we were lead to believe that the TV was now under the umbrella of the Premier policy. Why else offer me it? Why would I upgrade a policy if the old policy was still running? what would be the point of that?

I replied earlier by email to knowhow in a similar fashion to my email above without the url as it was before this post.

I will try and contact the user you mention and get his opinion.

Any input from other users would be helpful.

Again thanks in advance.

SuperHan

I think they have upgraded the policy as a goodwill gesture to give you the loan TV you asked for. However, the repair has been booked under the original WEH policy. I imagine the reason for doing this is to stop every customer paying for the standard cover, then upgrading on the day the TV fails to get the premium service, but not paying the premium price.

They may honour the 7 day turn around for you, but I'm not entirely sure that they have to.

getzls

I see the agreement says, "You may request a replacement product". The word "may" stands out. Does this mean you get one or not?

Esqui

SuperHan wrote: »

I think they have upgraded the policy as a goodwill gesture to give you the loan TV you asked for. However, the repair has been booked under the original WEH policy. I imagine the reason for doing this is to stop every customer paying for the standard cover, then upgrading on the day the TV fails to get the premium service, but not paying the premium price.

The way they stop people doing this is to forbid people from taking out an agreement when the product is already faulty. They shouldn't have done it until the product was back (though that's not to say they couldn't have given you a loan product out of goodwill and upgraded it after the return). Two reasons for this:
1) It is confusing, as you have found out
2) You can't "upgrade" a policy, merely cancel one and take another. This means one of two things - either they have cancelled the agreement under which your TV is currently being repaired, or you're paying for two concurrently.

dacouch

SuperHan wrote: »

I think they have upgraded the policy as a goodwill gesture to give you the loan TV you asked for. However, the repair has been booked under the original WEH policy. I imagine the reason for doing this is to stop every customer paying for the standard cover, then upgrading on the day the TV fails to get the premium service, but not paying the premium price.

They may honour the 7 day turn around for you, but I'm not entirely sure that they have to.

I think you will find he's paying for the upgraded cover.

Big windows in Currys

CoolHotCold

dacouch wrote: »

I think you will find he's paying for the upgraded cover.

Big windows in Currys

What Esquil is saying is right.

You cancel one cover and take out a new one.

The system works so that it covers your item for a exact month, so say your Direct debit came out on the 15th of April, and you cancelled on the 18th of April, you'd still be covered until the 14th of May.

CurrysPCWorld_company_representative

Hi Plasmadude,

Thanks for taking the time to get in contact.

I am sorry to hear that you have had an issue with your whatever happens cover.

If you would like to email me at the address that CoolHotCold has advised ([EMAIL="letusknow@knowhow.com"]letusknow@knowhow.com[/EMAIL])

I will be able to pick this up for you and look into getting a suitable resolve.

All the best,

Paul
The KNOWHOW team.

Plasmadude

I received a reassuring phone call this afternoon from the manager of the store who will now take ownership of my issue.


My faith is somewhat restored in Curry’s as they look to resolve the issue by tomorrow.


If the manager is true to his word they will get a 5 star endorsement. I wait with baited breath.

CoolHotCold

Good stuff, please continue to post the resolution and how happy you are.

All businesses will have faults and let customers down, it's how they resolve the issue that counts.