Currys KnowHow may have lost my repaired TV

BigSpenda

Please help!

My 17 month old LG TV failed and a repair was arranged with Currys Knowhow. They collected on 04/12/17 with an expected return date of 09/12/17. On 08/12/17, I received a text with a 4 hour time slot to confirm delivery of the repaired TV on 09/12/17. Great!

After waiting in all day on 09/12/17, nothing arrived. I called Knowhow on 09/12/17 after the time slot to be told that the TV hadn't actually been loaded onto the truck, and would never have been delivered. I was given the next delivery date of 15/12/17. The day before it was due, I received a text to confirm delivery on 15/12/17. It never arrived.

I called Knowhow again later on 15/12/17 and was told that the TV may have gone missing in their (infamous) distribution centre. However, they'd check into it and if they found it I'd receive another text later that day to confirm redelivery for the following day - but for to to call them in the morning to double-check. Sure enough, I got the text to confirm redelivery on 16/12/17 with a 4 hour time slot. As recommended, I duly called them in the morning to confirm. All was fine and, after calling their distribution centre whilst I was on the line, they said it was out for delivery although were running 1 hour late. It never arrived.

I called Knowhow on 17/12/17 and again on 18/12/17 to be told that it still looks as though the TV is missing and they were "performing an audit" to investigate. I'd have to wait until 20/12/17 to see if they'd found it. If not, they'd arrange for a voucher for me to get a replacement.

My queries/concerns are as follows:

1) The TV was a good spec when I bought it and one of the last passive 3D models from LG. Also, the integrated sound system was enhanced and superior to current models. Neither of these features are available on current TV's. A direct equivalent (or even comparable) are not available.

2) If proven lost, the voucher they'll give me will be based on their appraisal of my TV's worth. It's unlikely that they would give me back the £1200 that it cost, so I may end up having to make a significant contribution myself for a suitable replacement. Am I obliged to accept their voucher offer, whatever it may be, or do I have any other legal argument to negotiate a higher value?

3) Do I have to accept a voucher for their store, or can I insist upon a cash settlement in case I do not wish to purchase from Currys?

4) Since we've already been without a TV for 2 weeks, and there's a strong possibility that we won't have one for Christmas day (not much good for kids getting Xbox games as presents), would I be entitled to any additional compensation for the inconvenience due entirely to their failings and appalling handling of the situation?

I'm almost at my wits end with this. Any positive and helpful advice would be greatly appreciated.

DCFC79

A strong possibility you wont have 1 for christmas, where do you live outer mongolia ? Pretty sure Argos or Richer Sounds would have a TV that could be delivered by christmas.

I dont know if your entitled to a cash alternative but no harm in asking, explain if you dont get it sorted asap you will have x amount of kids unhappy they wont be able to play the games etc.

spadoosh

I cant offer much help specifcally but what i will say is what would be fair and what is legal are two differing things. You will be hoping for fair and on the face of it will be looking at legal (in theory returned to your original position) but ultimately losing out on time, lack of tv etc etc.

As such i would appeal to their empathetic side rather than taking the 'these are my rights' route.

Its shoddy service and im sure theyll agree, if you could offer a solution that minimises their costs while maximising your gain thats going to be the best result all round. I doubt theyll be willing to refund the full cost of the tv nor be easily willing to refund x amount for you to go elsewhere, where as they might be willing to offer a higher amount of one of their currently available models (as the cost to them would be a bit lower).


1) rules out replacement, limits you to repair or refund
2) Im guessing theyll use some kind of existing model (as in a finance model not tv model) to determine the value. I cant see it being down to negotiation, legally speaking anyway.
3) You can get the refund, if they cant repair/replace, its the only other option. Refunds are normally done on the payment method. You should be able to shop elsewhere unless you bought with a gift card in which case you might be limited to staying their.
4) Probably not although if they are a good company they will want to put things right. Youve clearly had bad service and will naturally share that experience and usually people are put off dealing with such companies as such i would expect they would want to go above and beyond the minimum in order to restore some faith. Whether or not they will is a different story.

BigSpenda

Thanks for quick replies.

The reason I say I may be without the tv on Xmas Day is because it may be Wednesday before they come back to me with either a new delivery date for my "found" TV or else issued with a voucher towards cost of a new one. That doesn't leave a lot of time to get delivery of a new one, especially if tied into buying from Currys.

I think you're both right that I should play the "ruining my kids' Xmas" card, and see if I can get some empathy from them or perhaps their store manager. Maybe even take the kids into the store with sad little faces. ��

All in all, a shocking experience so far...

spadoosh

BigSpenda wrote: »

Thanks for quick replies.

The reason I say I may be without the tv on Xmas Day is because it may be Wednesday before they come back to me with either a new delivery date for my "found" TV or else issued with a voucher towards cost of a new one. That doesn't leave a lot of time to get delivery of a new one, especially if tied into buying from Currys.

I think you're both right that I should play the "ruining my kids' Xmas" card, and see if I can get some empathy from them or perhaps their store manager. Maybe even take the kids into the store with sad little faces. ��

All in all, a shocking experience so far...

I wasnt suggesting going that far, no need for kids compo faces!!

I was suggesting using a reasonable approach highlighting the failings and how youre sure theyre not to the high standards the currys surely set themselves. How its knocked all confidence you had with dealing with them and how the only experience youve got to share with currys is a negative one. Offering an understanding of the business costs involved in returns and understanding what legally they are responsible however higlighting that if they think theyre responsible for good customer service they really need to be showing it.

Dont go poking tommy to make him cry before storming in to curry's. That probably wont end well.

stuartJo1989

BigSpenda wrote: »

My queries/concerns are as follows:

1) The TV was a good spec when I bought it and one of the last passive 3D models from LG. Also, the integrated sound system was enhanced and superior to current models. Neither of these features are available on current TV's. A direct equivalent (or even comparable) are not available.

Ok, so:

- The passive 3D models are superior to the modern day alternative? (your subjective opinion doesn't count)

- Was the sound system enhanced by you (possibly voiding the warranty) or at manufacture (have they really gone backwards over the past 17 months?)

- Your TV was presumably fairly new when purchased? If so, it should be easy to find the same model (with a similar lifespan) knocking around on third party websites. Currys probably won't have them, but it is possible to get a replacement.

2) If proven lost, the voucher they'll give me will be based on their appraisal of my TV's worth. It's unlikely that they would give me back the £1200 that it cost, so I may end up having to make a significant contribution myself for a suitable replacement. Am I obliged to accept their voucher offer, whatever it may be, or do I have any other legal argument to negotiate a higher value?

Yea, they'll probably knock off 30-50% by my estimate. You have to consider the idea that YOU'VE USED THE TV FOR 17 MONTHS! It simply isn't a free rental service whereby you get all of your money back after 17 months. It is entirely fair for them to make a deduction*

*You can bring up the aspects you mentioned previously (passive 3D and sound system) and try to bargain for anywhere up to a full refund. Depending on how you explain this, you may have some success.

3) Do I have to accept a voucher for their store, or can I insist upon a cash settlement in case I do not wish to purchase from Currys?

Well.. I don't under what terms you've returned the TV. Was it a warranty return or was it as part of your consumer rights?

If warranty then you'd need to refer to those terms and conditions, and may actually only be entitled to a voucher.

If consumer rights then technically it is up to show that the fault was inherent (companies can waive that). The resolution to that is a repair, refund or replacement and the seller can choose which one. I'd imagine that you'd be entitled to a cash refund in such circumstances.

Wait for another poster who may know more, but ultimately it may be one for the CAB/solicitor if you want to pursue a cash refund and they only offer vouchers.

4) Since we've already been without a TV for 2 weeks, and there's a strong possibility that we won't have one for Christmas day (not much good for kids getting Xbox games as presents), would I be entitled to any additional compensation for the inconvenience due entirely to their failings and appalling handling of the situation?

People are very resourceful these days.

You'll find that either:

- People have MORE THAN 1 TV in the house
- People ask their friends, family, parents, grandparents etc to borrow a TV for the time being. (you mentioning "kids" here makes me think that there is about a 0.01% chance that you DON'T have access to a second TV).

Besides, contrary to popular belief these days but a TV and an Xbox are a PRIVILEGE, not a right.

I do not think that you'd be entitled to compensation for the inconvenience, HOWEVER:

1. Speak to CAB/solicitor about it.

2. You probably have a stronger case for "inconvenience" relating to the TV having special features like the passive 3D and sound system especially if they were unique/one of a kind and had a sort of antique value to them.