Cusumer Rights: TV warranty from Currys

Plasmadude

Yes! & Yes!

I now have my replacement TV and Currys have my 5 star endorsement. :starmod::starmod::starmod::starmod::starmod:

The manager from the Clifton Moor store in York called again to say that he had resolved the issue for me and I was to come in to the store the next day to redeem a voucher and select a new TV.

The manager (Phil) couldn't have been more helpful and personally dealt with us when we arrived at the store. We were taken to see all the available TV's within the voucher price range. The voucher was for a comparable TV (which was far more than we had paid for the original TV)

The TV arrived this morning and we are pleased as punch with it. Phil called again this afternoon to see that everything was ok and that we were happy with the TV. :j



We would like to thank Phil and everyone at Currys for their help. :beer:

Suburban_saver

My Mum bought a Panasonic TV from Currys and, like Plasmaguy, signed up to the whatever happens cover. She too believed that the monthly payments would cover her for the set to be fixed or replaced promptly and easily should anything happen. However, when the tv screen went black & the green light started flicking on & off they duly came & collected it, saying it would be back or replaced in a week. One week later & a phone call to say the screen is the fault & that they have sent for a new one which may take up to 28 days to arrive before they can fix it ! When mum said this was not reasonable they simply said your contract states 28 days ! Is the best thing to email the know how guy ? I don't think my mum is being treated reasonably or getting the service she believed she was signed up to.

wealdroam

Suburban_saver wrote: »

I don't think my mum is being treated reasonably or getting the service she believed she was signed up to.

Your mum may not believe she is getting the service she signed up to, but has she read exactly what she did sign up to, and is she getting that?

In other words, if the contract says 28 days, then surely that is reasonable.

Suburban_saver

Wealdrome, thanks for taking the time to reply. I appreciate what you're saying. However, firstly very few of us read the small print when we sign up; trusting the advice we are given. The impression the store gave was of a much better service. Second, from the timetable they have outlined they will be going well over the 28 days. Finally, their small print states that they have millions of spare parts ready to fix things - reasonable to expect that a screen would be one of those to hand ?

Fosterdog

Has your mum called up to request her replacement under the terms of the insurance? I don't know if their repair department and their insurance claims are on the same number, I think all repairs go to the same place (warranty, paid, and whatever happens) so maybe the repair guys are just told to do the work and don't know which category it falls into but a call to the right people may sort it.

Suburban_saver

Thanks Fosterdog, so far she's only spoken to the repair guys - she hasn't called the insurance team & it definately sounds worth a try. I'm suggesting she goes back to the store & tries to speak to the manager too.

Esqui

Depending on which service level and when, it may be 7 or 21 days, rather than 28 before she can request a replacement. But I completely agree, if it's not going to receive a part within the timescale, there is no point in waiting out the time to get a new one.

StuieUK34

What if a person doesnt take up the premier cover, and settles for just the normal 12 months warranty, how does it work with a fault ?

ie: 2 months in, TV goes nuts, currys team picks up telly and takes away for repair, etc, and then say "its gonna be a few weeks before u get your telly back" ???

How does that work, is there a time frame you can be without a device you paid for without the business having to worry about the consumer taking action ?
(am curious, as i got a tv from currys, with std warranty, if my tv did die, and currys took ages to do something, i wonder where i stand as a consumer whose paid 4 figures for a TV )

wealdroam

StuieUK34 wrote: »

What if a person doesnt take up the premier cover, and settles for just the normal 12 months warranty, how does it work with a fault ?

ie: 2 months in, TV goes nuts, currys team picks up telly and takes away for repair, etc, and then say "its gonna be a few weeks before u get your telly back" ???

How does that work, is there a time frame you can be without a device you paid for without the business having to worry about the consumer taking action ?
(am curious, as i got a tv from currys, with std warranty, if my tv did die, and currys took ages to do something, i wonder where i stand as a consumer whose paid 4 figures for a TV )

From the Sale of Goods Act... They must perform the remedy in a reasonable timeframe without causing significant inconvenience.

(my words, but that's the principle)

Hope that helps.

CoolHotCold

Good thing about Currys or PcWorld is they clearly layout what the maximum repair time is, be it 42 (very old coverplans)/28 days/21 days or 7 days before a replacement (if under a year) or vouchers (over a year) to at least the same specification as your current machine.

As Currys/PcWorld will arrange a day (and a time depending on your level of cover) being without a TV isn't really a significant inconvenience (Teach your kids the joy of Monopoly and how the real world screws them out of money at every turn) and most people would probably agree 28days maximum is within a reasonable timeframe (though most repairs (high 90%'s to low 90%) are completed within 7 days).


They lay it out clearly what the worse case scenario is (under promise, over deliver) which I sometimes wish other companies did.