Argument with Currys

crostoncathryn

Last December I purchased a Samsung Galaxy Tablet from my local Currys store with a 12 month warranty. In August the tablet became faulty by not charging up so I took it back to the shop who subsequently sent it back to Samsung to repair. 4 weeks later it came back alledgedly "repaired" and I took it home to find it still had exactly the same issue. On returning to Currys they stated they were not able to replace it but had to send it off again. Please tell me if I am within my rights to demand a replacement as worried the warranty will shortly be ending. I am currently still waiting for tablet to be returned (3 wks later). Thanks for any help!

Toxteth_OGrady

Under SOGA repairs have to be carried out in reasonable time but without causing significant inconvenience.

The amount of time or inconvenience is not defined so it's down to whatever you can get the seller to agree. It would not be unreasonable to ask for a loan item.

You could also try to rescind (cancel) the contract and ask for a partial refund because the repair is taking an unreasonable amount of time or is causing unreasonable inconvenience. You are then entitled to:
• keep the goods and claim a price reduction from the retailer to compensate you for the fault in the goods – this would be the difference between the value of the product in perfect condition and the value of the product in the faulty condition, or
• return the goods and rescind the contract. This would mean that the customer returns the goods and the seller provides a partial refund, calculated to reflect the benefit the customer
has received from the product.

If however Currys refuse to co-operate your only sanction may ultimately be be whatever a judge in court decides.

CoolHotCold

IF a repair takes longer than 28 days under the first year (with no WEH or additional cover) you can get a exchange. This starts from when you drop it off in store to when it comes back (or on its way back)

A single repair counts as 1 job or (like in this case) you've picked up the item and found it to still be faulty and have returned within 7 days from collection (or informed them).


So look at your paperwork, and make sure you fall within these rules and pop into the store and explain that it's unacceptable that it's taken X days and is well over the 28 day repair time, please exchange or let me talk to the manager, if the manager refuses to budge, take the names of the people you've spoken too and write a letter asking them why you have to chase them up to follow their own T&C.


But really it should be the first person you speak to should (if they are competent) go "No problem, do you want to go pick another?"

vuvuzela

CoolHotCold wrote: »

IF a repair takes longer than 28 days under the first year (with no WEH or additional cover) you can get a exchange. This starts from when you drop it off in store to when it comes back (or on its way back)

A single repair counts as 1 job or (like in this case) you've picked up the item and found it to still be faulty and have returned within 7 days from collection (or informed them).


So look at your paperwork, and make sure you fall within these rules and pop into the store and explain that it's unacceptable that it's taken X days and is well over the 28 day repair time, please exchange or let me talk to the manager, if the manager refuses to budge, take the names of the people you've spoken too and write a letter asking them why you have to chase them up to follow their own T&C.


But really it should be the first person you speak to should (if they are competent) go "No problem, do you want to go pick another?"

I think you might be talking about the Currys / DSG 'extended warranty' scheme, not the standard 12 months manufacturers warranty.

vuvuzela

crostoncathryn wrote: »

Last December I purchased a Samsung Galaxy Tablet from my local Currys store with a 12 month warranty. In August the tablet became faulty by not charging up so I took it back to the shop who subsequently sent it back to Samsung to repair. 4 weeks later it came back alledgedly "repaired" and I took it home to find it still had exactly the same issue. On returning to Currys they stated they were not able to replace it but had to send it off again. Please tell me if I am within my rights to demand a replacement as worried the warranty will shortly be ending. I am currently still waiting for tablet to be returned (3 wks later). Thanks for any help!

You get 24 months manufacturers warranty with a Samsung tablet - see http://www.samsung.com/uk/support/warranty/warrantyInformation.do?page=POLICY.WARRANTY

Personally I would cut out the middle-man and go direct to Samsung.

Slowhand

WEH? Is there a PCWorld/Currys/DSG rep. on MSE....other than the unofficial duo? If not maybe it would it be a good idea given the problems people have with them?

Buzby

Did you return the charger too?

CoolHotCold

vuvuzela wrote: »

I think you might be talking about the Currys / DSG 'extended warranty' scheme, not the standard 12 months manufacturers warranty.

Nope. If you take a machine into a Currys or PcWorld and leave it with their KnowHow team, it will take 28 days, or a exchange.

If you arrange it with the manufacturer direct you're at their mercy regarding the T&C (ignoring the SoGA), but leaving it at a Dixons Retail store, has additional T&C.


You don't have to believe me, you can ask the other Dixons Retail employees that frequent this forum.


And SlowHand, There is a official Dixons Rep (KnowHow actually) but they don't post much, the majority of Dixons/Knowhow issues can be resolved by those in the Know pointing the customer to a email/phone contact to solve their issue.

Slowhand

CoolHotCold wrote: »

Nope. If you take a machine into a Currys or PcWorld and leave it with their KnowHow team, it will take 28 days, or a exchange.

If you arrange it with the manufacturer direct you're at their mercy regarding the T&C (ignoring the SoGA), but leaving it at a Dixons Retail store, has additional T&C.


You don't have to believe me, you can ask the other Dixons Retail employees that frequent this forum.


And SlowHand, There is a official Dixons Rep (KnowHow actually) but they don't post much, the majority of Dixons/Knowhow issues can be resolved by those in the Know pointing the customer to a email/phone contact to solve their issue.

Why is that? They are the official face of DSG on MSE and they should address the problems raised on MSE. If DSG have an official presence on MSE and they don't address customer problems it reflects badly on DSG.

mustbemad

Hi, we have 3 galaxy tab 2's and they all developed a problem with charging, there was a Red Cross over the battery icon even though we were using the supplied charger and cable. I phoned samsung and they told me to bring the tablets to their authorised dealer.for testing. The shop tested them on there charger and told me they were all faulty and would have to to samsung :sad: 1 week later I went to collect them after they had apparently been repaired and tested, got them home and they had exactly the same issue! There idea of testing and repairing seems to just restoring them to factory settings and nothing else! So I phone samsung again and this time they tell me it's all 3 chargers that are faulty and I would have to send them back at my expense and they would replace once they have tested them grrrrr. I couldn't trust them to not just say they had tested them and they were fine and charging me to send them back so I ended up just buying 3 more charging cables off eBay and so far so good!

MBM x

CoolHotCold

Slowhand wrote: »

Why is that? They are the official face of DSG on MSE and they should address the problems raised on MSE. If DSG have an official presence on MSE and they don't address customer problems it reflects badly on DSG.

Having a account and actually using it are two different things.

It may be that Consumer issues on MSE forums about Dixons Retail have dropped so keeping active is a waste of resources, and with Esquil and other Dixons employees having a presence pointing the customer towards to correct person or even giving the direct email to a dixons retail employee to sort the issue is enough.

Having a account makes it easier in the future if they do decide to action an issue or something is reported to them. Instead of looking negatively, look positively that there are several well known (and not so well known) Dixons Retail employees that are regulars who help the customers on their own time, and unless you were a MSE Consumer Rights regular, you wouldn't know.