Currys warranty product replacement voucher

helenjaye

Hi all

First post, please excuse any faux pas. I've given a lot of back story to give context to my frustration, but the main thing is in bold at the end.

I have had my iPhone for 20 months. Since June, I have been contacting Currys and Apple trying to navigate the Sale of Goods Act because the battery is pathetic (not just normal degradation due to age of device; I've witnessed it decrease by 10% in about 30 seconds).

In June I contacted Apple who suggested, because it was out of warranty, to pursue this through the Sale of Goods Act with Currys.

I then called Currys to do just that. The Knowhow rep told me I would need an authorisation note from an Apple employee. He opened a case, but told me I would be better off getting the authorisation now, rather than waiting for Knowhow to call before taking action.

I then called Apple to arrange this. The Apple rep told me I would have to come into store to get this authorisation note. So I booked an appointment in July at the nearest Apple store, a 50 mile round trip.

I got to the Apple store whereupon I was told there was nothing wrong with the battery physically, and I would have to reset my phone to determine whether it was a software issue before any authorisation note could be issued. I reset my phone (the Apple rep didn't tell me I would have to unpair my Apple Watch beforehand, and I lost all my data and had to start again).

During this time, Currys called me to tell me I needed the authorisation mentioned earlier. I explained the situation and the rep said he'd keep my case open, but would wait for correspondence from me before anything else would happen.

I decided I would call Apple and have them diagnose my phone's software remotely, which they did, and no fault was found to them. I then had to arrange a new Apple appointment (another 50 mile round trip).

When I got to the Apple store, the Apple rep almost had me reset my phone again, but I very firmly said I wouldn't be doing that again, as I had already done it and it hadn't helped. My battery was still pathetic and I was no closer to obtaining this authorisation note. The Apple rep eventually wrote me a note, signed it off, and I went home.

On my way home that day, I called Currys again, explain the situation and the rep on the phone said I could come into store and arrange for my phone to be repaired/replaced.

The very next day, I cycle up to the nearest Currys store (3 miles away) only to be told "I don't know why you were told to come up here, we don't deal with Sale of Goods Act claims, it's over the phone". I call Currys that evening, explain the situation again, send them my authorisation note via email, and I'm told that I should expect a call some time regarding this.

This was 23/11/17.

Yesterday (01/12/17) I receive a letter titled "Goodwill/Warranty Product Replacement Payment" telling me Currys have given me £353.37 to buy a replacement iPhone. The kicker? Currys' cheapest iPhone is £549. Their replacement voucher falls very short of that.

Apple themselves sell my current iPhone at £449, so Currys' voucher doesn't even come close.

It feels like a kick in the teeth to be given a voucher for £200 less than a replacement after this farcical affair since June.

I called Currys as soon as I realised, and was very reasonable on the phone with a very helpful rep, who told me I should have been called to ACCEPT the value of £353.37. I asked if I could discuss the option of increasing the value of the voucher, and whilst he couldn't do anything about it, he raised it with people who could.

By Friday, I should have been called to discuss this. The two potential outcomes are as follows:

They call and say "yep, you're correct, you cannot buy a replacement device with the current voucher amount, here's a voucher for £549"
They call and say "NOPE"

If the former, great.

If the latter... what should/can I do?

JJ_Egan

<Yesterday (01/12/17) I receive a letter titled "Goodwill/Warranty Product Replacement Payment" telling me Currys have given me £353.37 to buy a replacement iPhone. The kicker? Currys' cheapest iPhone is £549. Their replacement voucher falls very short of that. >>


Less 20 months usage its a fair offer .
Its goodwill and can be withdrawn .
Apple say their is nothing wrong with the phone .
You should snap their hands off as you are not entitled to the cost of a new phone .

Excuse your big letters .

helenjaye

Excuse your big letters .

I'm not sure what you mean with excuse your big letters?

Thanks for the reply. What perplexed me was "product replacement payment".

neilmcl

Too much to read through so I skipped to the bit in bold. The only thing the seller is legally obliged to do is put back in a position you were in before the fault arose. Now as Currys don't sell used Iphones they can only do one of 2 things, either repair yours or give you the monetary equivalent of a 20 month old phone, which they are choosing to do.

The law that applies is The Consumer Rights Act 2015, not SOGA, and it states that if the item you bought does not conform to contract then you can be entitled to a remedy, one of repair, replacement or refund. If the item is over 6 months old then any refund can take into account the usage you've already had from it. You've had 20mths use from the iphone, you have to be realistic, you're not entitled to the value of a new phone.

neilmcl

helenjaye wrote: »

I'm not sure what you mean with excuse your big letters?

Thanks for the reply. What perplexed me was "product replacement payment".

Have they actually mentioned you getting a voucher or is this an assumption on your part?

helenjaye

Too much to read through so I skipped to the bit in bold. The only thing the seller is legally obliged to do is put back in a position you were in before the fault arose. Now as Currys don't sell used Iphones they can only do one of 2 things, either repair yours or give you the monetary equivalent of a 20 month old phone, which they are choosing to do.

The law that applies is The Consumer Rights Act 2015, not SOGA, and it states that if the item you bought does not conform to contract then you can be entitled to a remedy, one of repair, replacement or refund. If the item is over 6 months old then any refund can take into account the usage you've already had from it. You've had 20mths use from the iphone, you have to be realistic, you're not entitled to the value of a new phone.

Thanks.

The only problem from my perspective is that nobody ever called to ask if I was happy with the voucher. I was expecting someone to tell me whether it would be a repair, replacement, exchange etc.

helenjaye

Have they actually mentioned you getting a voucher or is this an assumption on your part?

It's a voucher. I have it in front of me. It's a letter with a code. (I used to work at Currys and have seen them before)

k3lvc

Nice ranty first thread OP but a bit light on reality

How often does the issue with the phone happen ? Is it persistent or just an ad hoc occurrence ?

Did Apple offer you a replacement/repair out of warranty - likely to cost must less than the hit you're taking from Currys ?

You do realise you're not entitled to a new/replacement phone - Currys have deducted what they see as appropriate for the 20m usage you've had - maybe within the first few months when your rights were greater you'd have got more but now your in 2nd hand territory and they're offering goodwill

As an option will they let you use your voucher towards a pay monthly deal on the same phone ?

neilmcl

helenjaye wrote: »

Thanks.

The only problem from my perspective is that nobody ever called to ask if I was happy with the voucher. I was expecting someone to tell me whether it would be a repair, replacement, exchange etc.

To be fair to Currys there currently is no proof that a fault, albeit a manufacturing one, exists with your iphone. Something you would have to go to the expense of proving should you want to go down the legal route with exercising your statutory rights. In point of fact Apple have already stated that no fault exists so I'm pretty sure you'll find it hard to prove otherwise.

Personally I'd take Currys up on there goodwill offer should they decide to withdraw it.

helenjaye

Nice ranty first thread OP but a bit light on reality

How often does the issue with the phone happen ? Is it persistent or just an ad hoc occurrence ?

Every day. I have to charge my phone at least 3 times a day, I feel like I can't use my phone at all. It's been like this since about... April?

Did Apple offer you a replacement/repair out of warranty - likely to cost must less than the hit you're taking from Currys ?

Apple can't offer me a replacement because it's out of warranty. They suggested I go to Currys with SOGA.

You do realise you're not entitled to a new/replacement phone - Currys have deducted what they see as appropriate for the 20m usage you've had - maybe within the first few months when your rights were greater you'd have got more but now your in 2nd hand territory and they're offering goodwill

I get that, but why have they just randomly given me a product replacement payment voucher if it doesn't cover a replacement? Why didn't they call to find discuss this before issuing it?

As an option will they let you use your voucher towards a pay monthly deal on the same phone ?

Currys doesn't work like that, this voucher is for Currys, not Carphone Warehouse, and Currys only sell handsets. I only want a handset too, I have a Sim Only deal.

helenjaye

To be fair to Currys there currently is no proof that a fault, albeit a manufacturing one, exists with your iphone. Something you would have to go to the expense of proving should you want to go down the legal route with exercising your statutory rights. In point of fact Apple have already stated that no fault exists so I'm pretty sure you'll find it hard to prove otherwise.

Personally I'd take Currys up on there goodwill offer should they decide to withdraw it.

Fair enough, maybe I should just call them again and say forget it, I'll accept the voucher. Judging by the replies to this, seems like Currys are in the right and I've just been !!!!ed around and am feeling disgruntled!