Curry's 5 Year Guarantee

DeMoN_Night

Hi,

After a little bit of advice.

I purchased a TV for Currys just over a year ago which developed a fault just within the 12th month. I phoned Currys and explained the faulty which was red tint to the whole screen except for an inch border around the edge.

They arranged for the TV to be collected which they did on the agreed date with the expected return around 5 days later. I received a text on said date stating a time the would delivery on the same day.

After waiting in all day and the TV not being delivered I then decided to phone the customer services to see if they could give me an update, after speaking to them they stated they have no record of the TV arriving at their repair centre but did have a log of it being picked up. After an investigation they deemed the TV as being lost but I had to wait for the 14 days to expire before they can issue a voucher inline with the repair promise which is part of their 5 year guarantee.

I have since been issued a refund voucher for £1400 which is under the £2000 I paid for the TV & their 5 year guarantee states the following;
“If the product cannot be repaired, we will replace it with a TV of equivalent specification. If we don't have an equivalent product, we'll discuss an alternative solution with you and we'll always do our best to make sure that you are satisfied with the outcome”

The TV I had was a curved Samsung Ultra HD Premium Certified & to get the same spec TV now would cost £2600.

Do you think it I have a case to expect the full £2600 so that I can purchase a new TV without having to incur additional costs for something that wasn’t my fault.

Hopefully this all makes sense.

Thanks

Danny

mije1983

What is the model number of the TV? Have you had a look to see how much a year old version of the TV would cost as that is what you are entitled to?

You may be able to push them for the cash equivalent of that. But not a current brand new model as that is not what you returned to Currys. I'd be surprised if an old model is now so much more expensive that it was over a year ago. Are you comparing like for like, or this years model against last years for example.

DeMoN_Night

It was a 65KS9000, the equivalent specification with Ultra HD premium certified is a QE65Q8CAMT.

DoaM

What are the precise terms of the warranty? If it offers "new for old" type of offer then the time you've owned the current TV is irrelevant; if it doesn't then Currys can offer a reduced refund. So, as I asked ... what are the precise terms of the warranty? (The devil is in the detail).

DeMoN_Night

I've never been given the precise terms of the warranty nor is it available on the website, all that I have is what is displayed on the web site.

currys.co.uk/gbuk/5-year-guarantee-1330-commercial.html

@mije1983

Sorry I was a bit abrupt in my reply I was just about to get of my train, the equivalent TV would be a QE65Q7CAMT not the QE65Q8CAMT.

At the time of the purchase the 65KS9000 was the top of the range and I'm sure that it was in the sale when I brought it. The top of the range now is the QE65Q9FAMT with a price tag of £3498.99

The QE65Q7CAMT is the lowest Ultra HD Premium Certified TV they have in their range, whilst this has slight improvements over the KS9000 it certainly isn't nowhere near the same spec of the 65MU6670 which is the cash equivalent they have offered so far.

mije1983

The best thing to do may be to speak to them and ask them about the equivalent you have seen and if they can improve their offer.

Also ask them why they haven't offered you the equivalent.

DeMoN_Night

I've tried for the past week but haven't been able to speak to the dept responsible, I even spent over 2 hours today on the phone.

KeithP

You tell us that when you bought your television it was 'top of the range'.

That does not mean that you are now entitled to a current 'top of the range' set.
Television technology is improving at a fantastic rate, so what was 'top of the range' a year ago may well be nearer mid range now.
If that's the case, then your expectation of receiving a 'top of the range' replacement may be unrealistic.

Carrot007

You got a currys warrenty.

They are low quality.

You will not get anymore than they have offered you.

Equivalent specification is (probably) cheaper nowadays. And Spec is an ever changing thing. (And by spec they mean price adjusted to current value).

shaun_from_Africa

Unless I'm missing something, this one (£1999)

https://www.currys.co.uk/gbuk/tv-and-home-entertainment/televisions/televisions/samsung-ue65mu9000-65-smart-4k-ultra-hd-hdr-curved-led-tv-10161673-pdt.html

appears to have specifications that are equal to or better than the one you currently have:

http://www.samsung.com/uk/support/model/UE65KS9000TXXU

If you persist, you might be able to get Currys to up their offer or possibly supply the one shown above.

DeMoN_Night

Shaun I think you could be right just wondered why its not been given the UHD premium certification. I would be happy if I got my money back, just gutted they lost it in the first place.