Currys Warranty

Joaoste

Quick question on Warranty rights...

I purchased a TV with 5 year Knowhow Guarantee. Having checked the terms it was the repair and support plan.

However after the TV was sent back for repair they are telling me it is not covered under the standard Manufactures warranty due to liquid damage, I really do not know how a "sticky translucent liquid" could of entered in to the TV, but this was another discussion which was met with a brick wall..

Recalling I had greater cover (or so I believed) I checked the terms of the cover their site said I had, and it was indeed not the standard cover.

Called Currys (yet another story) spoke to various departments who informed me that if I did have the cover the repair/replacement would be covered. I was finally put through to the Careplan team and eventually spoke to the Manager (extremely arrogant and rude, not wanting to allow me to respond).

He admitted that there had been a mistake on Currys behalf, however I did not have that level of cover and they were not going honour it. When I tried to get a word in he continued to speak and speak and saying he would hang up if I kept talking when he was... not able to get a word in the discussion I started to ask something when he hung up the call!!

I requested the call recordings (for the admission that it would have been covered and the admission of the mistake) however I need to request this by snail mail (really in this day and age from a tech supplier??) and the turn about would be around 21 days (standard) and that CS have done all they can and this is now a legal process due to the warranty dispute!!

Question is, before going through this long drawn out process, should Currys need to stand up and honour the error?

What are my rights and can this be resolved quicker??

Help!!

JJ_Egan

Confused .
What extra warranty / care have you purchased and does it cover damage ??

Post reads as your claim under manufactures warranty has failed due to damage .Thats normal for warranty .

Manufactures warranty and or a sold warranty are different to your consumer rights .

Joaoste

I was informed my a member of Currys that if I actually had the cover detailed on their portal I would be entitled to the repair replacement. As it turns out they made a mistake and I only have Standard Manufacturers cover which does not.

Should they honour their error or not?

theonlywayisup

When were you told this? Was it at the time of purchase or later when effecting a claim?

Fosterdog

You cannot hold somebody to a minor mistake they may have made on the call. You need to look at your paperwork to find out what is and isn't covered.

Currys offers a free 5 year warranty on some TVs but these are just extended manufacturer warranties that usually have a lot of limitations on what they will cover.

They currently offer a paid for plan that covers things that a manufacturer warranty doesn't (mishap damage, quicker repair turnaround, loan set for while it's away) however a few years ago they had two different plans, a more expensive plan that covered all of the above and a cheaper option that covered for some things but not others. So depending on when you bought it, it would depend on whether you have one of their plans or a warranty as to whether or not your tv is covered for liquid damage.

It may be a case of you need to claim off your contents insurance for accidental damage.

susancs

A mistake on what is covered by the plan by an employee, would not override the terms and conditions of the warranty you purchased prior to that.

I had a look at the current warranty online and it seems "the repair and support plan" which you state you have, states in the exclusions :

Repair or replacement of the Product which has been neglected, abused, misused, or damaged intentionally. You must take reasonable care of the Product.

Damage or breakdown due to flood, wind or other severe weather conditions.

https://www.currys.co.uk/gbuk/protect-terms-condition-612-commercial.html

Water/liquid damage in a Tv would usually come under not taking reasonable care of the TV or extreme weather conditions. It may have come in via external cables during the recent heavy rain or snow.

Joaoste

The Manager said that they had made a mistake on the Portal (purchase was 2016), this did not allow me to upgrade and gave the impression I did not need to.

I was only informed after the TV had been sent for repair that I did not have this level of cover.

I was told by a member of the tech team that the level of cover I was given the impression I had would have qualified the repair.

So their mistake occurred at the point it was made available on their portal and only noticed when they refuse the repair.

cono1717

This still doesn't make a great deal of sense, usually when you buy something from Currys you are offered the extended warranty there and then - if the manager has misread something that indicated you had the extended warranty but you did in fact not - then no they don't have to honor it as it was a mistake.

Joaoste

Thanks all for the replies.

I have since spoken with trading standards and they have informed me that Currys are in breach of contract due to the misleading information provided, this falls under the Consumer Protection (Amendment) Regulations of 2014 and that it is also a criminal offence and asked if I wanted to pursue the offence at this time (which I will not pursue at this time).

They have advised to send a recorded letter to the store with the details and quoting the above act etc. Requesting a response withing 14 days.

They have also advised that as it was purchased on a credit card I can pursue this via avenue also.

I have sent the letter to store today, I will consider the other options once I have received a response.

I will post an update when I have one.

Thanks Again.

SuperHan

Joaoste wrote: »

Thanks all for the replies.

I have since spoken with trading standards and they have informed me that Currys are in breach of contract due to the misleading information provided, this falls under the Consumer Protection (Amendment) Regulations of 2014 and that it is also a criminal offence and asked if I wanted to pursue the offence at this time (which I will not pursue at this time).

They have advised to send a recorded letter to the store with the details and quoting the above act etc. Requesting a response withing 14 days.

They have also advised that as it was purchased on a credit card I can pursue this via avenue also.

I have sent the letter to store today, I will consider the other options once I have received a response.

I will post an update when I have one.

Thanks Again.

This doesn't sound like correct advice, unless I'm misunderstanding the story.


You bought a TV with a five year warranty (did you pay extra for this warranty? Were any terms explained to you at the time you took it out? Do you have any paperwork that outlines what this includes?)


It broke, so you took it back for repair.


The repair wasn't carried out as there appeared to be liquid damage not covered by the manufacturers warranty.


You went back into store where the customer service representative mistakenly told you that you had a warranty that covered accidental/liquid damage.


You spoke to the Care Plan team on the phone who said this was not the case and you would not get a repair.


Trading Standards have advised because someone mistakenly told you that you had cover that you don't have, they have to honour it or are committing a criminal offence?


Unless you were told (and have paperwork to back up) that you were covered for liquid/accidental damage when you took out the extended five year warranty, you have no contract with Currys for them to provide you with this level of cover. They cannot therefore have misled or aggressive sold anything to you - which is what the Customer Protection Regulations are designed to prevent. Being told something (mistakenly) after the event is highly unlikely to be a breach of any contract or result in you paying for something due to aggressive or misleading sales tactics.


You should send the letter to Currys head office, not the store. They are not equipped to deal with legal claims in the store, and your letter is unlikely to cause them to deviate from their published policies. Either way, I expect Currys will stand by what they've said, because even to me it sounds like they've taken a reasonable position. Good luck though, and they may offer you some goodwill and repair/replace anyway!