Currys returning faulty goods problems?

gracie83

I am having some problems getting Currys to deal with a broken washer dryer and I wondering if anyone has managed to get them to help?

My washing machine broke last weekend so I bought a new washer dryer from Curry's online and I paid for installation. The guys came on Monday and fitted the machine and turned it on to check that it was pulling in water and then they left. However the machine is most definitely not working - unless you count starting then stopping and flashing warning lights as working! I have tried to diagnose the problems as the manual suggest and have come up with nothing.

Anyway following the information on the Curry's website, I called Curry's saying the machine is not working and can it be replaced as it is brand new and cannot be used. They insist that a mechanic from the manufacturer comes to visit and transferred the call to them. The manufacture apologised for the problems but said they are very busy and so will not be able to get someone out to look at it for another week (they will not even be able to confirm this until Friday!) and they will not be able tell me when the mechanic will be coming (Me getting a days holiday from work this close to Christmas! Not going to happen)

I am not interested to having to have a mechanic look at a brand new item so we called Curry's up again and said we wanted it replaced but they say that until a fault is proven then they will do nothing. They say it was working when their installers left! But the installers only checked it turned on and pulled in water - which is the only thing the machine can do! They never tried the spin or dying cycles which are not working.

This is also ignoring the fact that when the installers disconnected the old washing machine they then left a now unneeded water point leaking which flooded the utility room- which was so nice of them the day after the original washing machine had flooded the room!

Surely under the distance sales I have some rights to get this washer/dryer replaced or refunded. Any suggestions how to get through to Curry's to people who can really help not just transfer to dead lines?

InsideInsurance

The problem is that you have to different pieces of legislation, you have the Sales of Goods Act and the Distance Selling Regulations.

Under the former you can deal with the item as faulty in which case the retailer has the options of replace, refund or repair not you.

Under the later you can simply cancel the order (not deal with it as faulty) saying you no longer want it however the fact you've had it installed and attempted to use it almost certainly prohibits your returning it under the DSR. The DSR is designed to give you the right to the same level of inspection you'd have had in a shop and clearly trying to run the item isnt something you can do in a shop.

That said look at Currys own policy (see http://www.currys.co.uk/gbuk/returns-cancellations-1043-theme.html ) and it says faulty items within 21 days they give you the option of exchange or refund. This is beyond your statutory rights and therefore the point that should be argued

shaun_from_Africa

InsideInsurance wrote: »

The problem is that you have to different pieces of legislation, you have the Sales of Goods Act and the Distance Selling Regulations.

Under the former you can deal with the item as faulty in which case the retailer has the options of replace, refund or repair not you.

Not so in this case.
As the fault was discovered within a very short time after it being delivered, the SOGA allows a consumer to reject it and insist on a full refund.
The retailer only gets the choice to replace, refund or repair once acceptance of the goods has taken place.

InsideInsurance

Either way, their own T&Cs give the customer 21 days to reject based on a fault which will be more generous in most cases

Jakg

If you wish to reject the goods as faulty, the retailer are allowed to inspect the item first (or appoint an agent from the manufacturer on their behalf)

CoolHotCold

gracie take the Order document and a serial number into a local Currys if possible and depending on the make it may be something they can arrange on their end in the shop. (If you don't have the Order Documents don't worry they can phone and get the relevant data required from the delivery hub)

Again, depending what make it may take 5 minutes to get a replacement ordered or 30 minutes depending on how convoluted the manufacture policy is. (If possible at all in store).

At the very least in store (unless it's a meilee) you'll be able to get it picked up for a refund without having to wait for them to send a manufacturers engineer out.

tyllwyd

We've got a problem with a faulty laptop which we are trying to reject, and my OH rang Trading Standards, who have been very helpful advising us what to do.

jpdickinson

Hi Gracie83.

I'm sorry to learn about what has happened. I can imagine how you feel.

Its my understanding that they are wanting to confirm the item is faulty before they exchange. I personally think this is a more than reasonable request but can appreciate your point of view.

Have you tried emailing your complaint to their Social Media team? I am confident that they can help you if you send them a quick email to [EMAIL="letusknow@knowhow.com"]letusknow@knowhow.com[/EMAIL].

Hope this helps.

J

High__Flyer_2

jpdickinson wrote: »

Hi Gracie83.

I'm sorry to learn about what has happened. I can imagine how you feel.

Its my understanding that they are wanting to confirm the item is faulty before they exchange. I personally think this is a more than reasonable request but can appreciate your point of view.

Have you tried emailing your complaint to their Social Media team? I am confident that they can help you if you send them a quick email to [EMAIL="letusknow@knowhow.com"]letusknow@knowhow.com[/EMAIL].

Hope this helps.

J

Wow... Check the FIVES language.

Terrible...