TV showing repeated fault - Currys

AylesburyDuck

I remember these Know How "claims", happened to me with a faulty washing machine, ended up washing everything by hand for a few months, they do seem to favour the 3 times of trying to fix over the 28 days.
The way it happened with me was that the Know How team are the ones that are responsible for invoking the clause, when they do they send you a credit note via email that you take directly to Currys for your new item (direct replacement or to the value of). Managment will only action this piece of paper as its down to the Know How team and not them.
That doesnt take away from the fact the manager needs some retraining and could maybe have pointed you in at least the right direction.

[Deleted User]

hieveryone wrote: »

Thank you -

Just to clarify - whenever I call the 'Know How' team - they claim that 3 or more repairs gets an automatic replacement or that after 28 days gets a replacement.

That's what happened with mine, but I bought it over the phone not on the High Street so there were no shop assistants to argue with.

hieveryone

AylesburyDuck wrote: »

I remember these Know How "claims", happened to me with a faulty washing machine, ended up washing everything by hand for a few months, they do seem to favour the 3 times of trying to fix over the 28 days.
The way it happened with me was that the Know How team are the ones that are responsible for invoking the clause, when they do they send you a credit note via email that you take directly to Currys for your new item (direct replacement or to the value of). Managment will only action this piece of paper as its down to the Know How team and not them.
That doesnt take away from the fact the manager needs some retraining and could maybe have pointed you in at least the right direction.

Every single advisor from the 'Know How' team point me in the direction of the store to get it 'written off' and replaced they are awful!

hieveryone

wealdroam wrote: »

The first two replies on this thread surely gave you a good idea about how the Sale of Goods Act works in your situation.
I.e. SoGA places no limit on the number of repair attempts.

SoGA does state that repairs must be carried out in a timely manner and without causing significant inconvenience.
Apparently Currys have interpreted that as 'if we take longer than 28 days trying to repair the thing we'll replace the product', and 'more than three repair attempts and we'll replace the product'.

You were advised in the first reply on this thread to look for Currys T&Cs to determine what their policy actually is.
Have you done that?
When you have their policy in black and white you will be in a much stronger position.

This is what I find so hard to believe - the TV has been away and come back to me numerous times - I have been out of possession of my TV for a month! So, every time it comes back with a fault it just has to go back again? Where does it end? This is what I am trying to find.

Currys 'Know How' team seem to interpret it as 28 days or 3 times repaired, but when I ask in store about this, they plead ignorance.

An advisor on the telephone yesterday actually told me that yes, the TV would just keep going back indefinitely for repair, because I only have a 'free warranty' - and if I wanted a replacement I would need to buy their enhanced warranty???

Curry's T&C's do not mention either the 3 times repaired or the 28 day 'rule' - the repair T&C's are very wooly infact.

JJ_Egan

((An advisor on the telephone yesterday actually told me that yes, the TV would just keep going back indefinitely for repair, because I only have a 'free warranty' - and if I wanted a replacement I would need to buy their enhanced warranty??? ))

That is not true under the law and just shows the advisors ignorance .
Warranty free or enhanced is not the question its your rights under the Sale Of Goods Act .

Suggest its time to send a LBA letter before action to the vendor .
Your point has to be that under SOGA it is now significant inconvenience .

Fosterdog

Have you actually tested your cables or tested with multiple sources? It does seem strange that first time they couldn't see the fault until you sent pictures. I would have thought they also test it once repaired.

There is a chance you have a problem somewhere else (cabling or source) causing you to have the same issue each time.

unholyangel

hieveryone wrote: »

This is what I find so hard to believe - the TV has been away and come back to me numerous times - I have been out of possession of my TV for a month! So, every time it comes back with a fault it just has to go back again? Where does it end? This is what I am trying to find.

You already received the answer to that.

SoGA places no limit on the number of repairs a retailer can attempt. it would be down to you to try and convince a judge that their attempts went beyond what was reasonable.

And with a tv, you can pretty much forget relying on significant inconvenience. Being without one may be inconvenient, but unless its extreme circumstances (ie you're housebound and heavily reliant on the tv due to that), then its not going to be a significant one.

You'd be better with the reasonable time element. Although again, what is a reasonable time is a question of fact (can only be determined by a judge) and like significant inconvenience, it takes into account the nature of the goods and the purpose they were acquired.

wealdroam

hieveryone wrote: »

wealdroam wrote: »

SoGA places no limit on the number of repair attempts.

This is what I find so hard to believe

Just because you find it hard to believe, does not mean it isn't true.

hieveryone

Fosterdog wrote: »

Have you actually tested your cables or tested with multiple sources? It does seem strange that first time they couldn't see the fault until you sent pictures. I would have thought they also test it once repaired.

There is a chance you have a problem somewhere else (cabling or source) causing you to have the same issue each time.

I've spoken to an advisor who, when I gave my TV's serial/model number, said 'oh that's a known fault with that TV' - so I'm assuming they've had other customers complaining too.

We've changed the cables from one brand new set to another and still the same issue.

hieveryone

wealdroam wrote: »

Just because you find it hard to believe, does not mean it isn't true.

I find it hard to believe that a TV which is under a year old can be expected to go back time and time again for repair - when clearly that repair isn't working - and I've had 8 months use out of a £1000 TV!