Help with Currys over faulty TV

Olliejoe

we've been having an on going problem with a Samsung TV from Currys which developed white bleeds at 11 months old. Currys took it away and repaired it but damaged the frame in the process so the TV was sent back. 2 weeks later after chasing Curry's numerous times they finally told us they couldn't fix it and would give us a code to go and pick up a new TV. We went down to our local currys last night and when they put the code through the TV that was offered was £200 less and a much lower specification. We were told we could have £600 instead and top up to any TV unfortunately this is something we could not afford to do as the equivalent TV is now £1299!

Now we are stuck! They have put £600 onto a gift card as the code given had to be used there and then. No option to just get our money back so we left with no TV. We couldn't even pay with the gift card and add the rest for another TV to our Your Plan which is how we originally brought the TV and had only just finished paying the £800.

Were feeling really frustrated about the situation as its wouldn't be worth getting a lower spec TV with not so good picture quality as we had.

Any ideas on what our rights would be as the store manager was not helpful at all and customer services on the phone wouldn't deal with it.

Thanks.

DoaM

You bought a TV for £800.
It failed 11 months later.
They repaired it but damaged the frame.
It's now about 12 months since purchase.
They've offered (and you've accepted by taking away the gift card*) a refund of £600 on a gift card.

Does that summarise it?

After 6 months from purchase if a fault develops and the seller accepts it as an inherent fault then the seller can reduce the amount of a refund to account for ownership. I'd say a 25% reduction for just under 1 year of ownership is excessive ... 10% to 15% reduction would be more reasonable. Consumer Rights legislation says that the refund must be to the same method of payment, * unless the consumer agrees otherwise *.

BorisThomson

What model is the TV you had? It's unusual for the value of a TV to rise, are you sure there's not a cheaper option available?

Have you actually accepted the gift card?

Olliejoe

Thank you for your reply.

Yes I think 25% is a bit excessive for 11 months use. Currys have us no option but a gift card as the code that knowhow issued was only valid last night. They gave us no option to refund back on the care plan which would at least let us choose a better TV and put the extra on the plan. The equivalent spec TV is now £1299 as they stopped making our SUHD model.

My partners dad has the same model TV and it has developed the exact same fault but he purchased his from John Lewis so it’ll be interesting to see what happens with his.

It’s all very frustrating and even the sales guy in Currys said we would be getting an inferior TV if we took what was offered.

Olliejoe

Thanks BorisJohnson

We had a Samsung 49” SUHD which is no longer made. I can’t find our model number but believe it was a KS7000. These have now been replaced with QLED which is what the sales guy says is nearer an equivalent rather than the ultra HD TV at £600 we were offered.

Olliejoe

Olliejoe wrote: »

Thanks BorisThompson

We had a Samsung 49” SUHD which is no longer made. I can’t find our model number but believe it was a KS7000. These have now been replaced with QLED which is what the sales guy says is nearer an equivalent rather than the ultra HD TV at £600 we were offered.

Yes we had no option than to take the gift card otherwise we were told we’d lose the money.

Olliejoe

BorisThomson wrote: »

What model is the TV you had? It's unusual for the value of a TV to rise, are you sure there's not a cheaper option available?

Have you actually accepted the gift card?

Found the model number it's UE49KS7000 and we've now been offered ue49mu6470uxxu which is a far lower spec.

Olliejoe

Just to add it was the damage that the knowhow engineers caused on the first repair that wrote off the TV.

bris

Nothing takes away from the fact you spent £800 on a TV and 12 months later you get a perfectly reasonable £600 back taking into account the £200 use you have had from the TV.


They are acting within the law and this is what they all do.


They are never going to give you a £1200 tv as a replacement and they don't have to.