Currys: 'Take faulty product direct to Panasonic'

nickhawtin

Good afternoon,

A Panasonic home cinema system I bought in February this year from Currys has developed a fault.

Currys helpline have told me to go directly to Panasonic with the fault, however, bizarrely, Panasonic's website is down, and their Twitter states that customer service enquiries are unavailable until 20th August.

Should Currys deal with this, are they just palming me off? Even when Panasonic are ready to deal with enquiries again, it will mean me sending the sysem to them, which is hassle I don't really want.

Be much easier if I could walk into Currys and exchange. I have the receipt.

Thank you for reading.

mattyprice4004

The retailer needs to deal with it, but they are unlikely to exchange - they're allowed to repair, replace or refund at their option.

If they want to send it away for repair then they're allowed to do that.

somethingcorporate

They will only send it on to the manufacturer, it'll be quicker if you do it yourself.

Why not go into store and talk to the manager explaining that their customer services are currently shut and see what they can offer? They may be willing to exchange given the circumstances.

whatmichaelsays

Your contract is with the retailer so, if you want to insist that they deal with it, they have to remedy the problem. However, dealing with the manufacturer is often a better option.

When I worked in retail, this was certainly the case with Epson printers. If returned to us (the retailer), it would be subject to our standard repair / replace policy, which would see the product sent away for up to two weeks. Epson, however, had a policy that if you took it to one of their authorised repair centres (usually a local independent computer store), they would either repair it within one hour or replace there and then.

Currys may well be trying to palm you off but that is not always the case.

Fosterdog

What number are you phoning to get hold of them? I just called on the number on this page http://www.panasonic.co.uk/html/en_GB/Support/Contact+us/220263/index.html#anker_222505 and it went through, just said they are only open 9-5 and list alternative contact options. They also have an email contact form to arrange it.

Herongull

Be careful of timing.

Within 6 months of purchase, the seller has to replace/repair unless he can show that the problem was caused by you.

After 6 months, you have to show the item was faulty if the seller says that you caused the problem.

Fosterdog

Herongull wrote: »

Be careful of timing.

Within 6 months of purchase, the seller has to replace/repair unless he can show that the problem was caused by you.

After 6 months, you have to show the item was faulty if the seller says that you caused the problem.

That's not exactly how it works, most places still sort it with no issues up to the end of 12 months unless there is proof of damage.
The onus is only on you after the six first six months if the retailer asks you to prove it but they don't usually until after 12 months if you are claiming on SOGA.

Currys have not refused to do anything or even for OP to prove anything they just have the manufacturer acting as a repair agent on their behalf so have asked OP to make the arrangements directly with them.

SuperHan

Fosterdog wrote: »

That's not exactly how it works, most places still sort it with no issues up to the end of 12 months unless there is proof of damage.
The onus is only on you after the six first six months if the retailer asks you to prove it but they don't usually until after 12 months if you are claiming on SOGA.

Currys have not refused to do anything or even for OP to prove anything they just have the manufacturer acting as a repair agent on their behalf so have asked OP to make the arrangements directly with them.

Very true, but be aware that Curry's are well within their rights to as for an independent report for the fault before accepting the repair (they will most likely offer to do this for you though) if you are over 6 months - which you must be at least close to.

Most likely, they will take the product off you and send to Panasonic on your behalf, but it may take longer than you dealing direct.

Zandoni

SuperHan wrote: »

Very true, but be aware that Curry's are well within their rights to as for an independent report for the fault before accepting the repair (they will most likely offer to do this for you though) if you are over 6 months - which you must be at least close to.

Most likely, they will take the product off you and send to Panasonic on your behalf, but it may take longer than you dealing direct.

They will not ask for a independent report at all, they offer a one year guarantee and they will repair or replace it.

Personally I wouldn't send it back to Panasonic, why go through the expense and risk of loss, just leave it to Currys.

paddyrg

Deal direct, best of both worlds, better than letting some warehouse busy bodging everything from Matsui hi-fi to laptops, but you still under the SoGA. Website/twitter down, then use the phone and talk to someone. Good time to get a repair as everyone waiting for the website to come back will leave a void of work, take advantage!

SuperHan

Zandoni wrote: »

They will not ask for a independent report at all, they offer a one year guarantee and they will repair or replace it.

Personally I wouldn't send it back to Panasonic, why go through the expense and risk of loss, just leave it to Currys.

They will repair, not replace.

They do not offer a one year guarantee. Panasonic do.

I was just saying that they are within their rights to ask for the report. They will most probably just arrange the warranty repair with Panasonic on the OP's behalf.