Currys /Team Knowhow TV repair

argonaut56d

Hi all, new here, but need some advice if possible.

I will give you a brief (ish) view of my problem.

Noticed I had a thin vertical black line appear on my LG OLED B6 TV from top to bottom in the very centre of the screen. Only noticeable on light colour screens, but it was there. So I contacted Currys/ TKH on Saturday 22nd September for them to repair it under the 5 year warranty that came with it when I bought it.

They collected it on the Monday 24th (good service, little did I know) and assured me it would be back by Saturday 29th. I knew straight away it wouldn't, as they didn't even know what the problem was, let alone how to fix it. Anyway, the repair centre didn't receive the TV until Thursday 27th for some reason?

Since then, no one from TKH has contacted to keep me updated. Their website has a progress wheel for your repair status, Mine has been on 'we need contact to discuss your repair' for the last 23 days.I did receive an auto generated text message once a week for the first 3 weeks though, informing me that they were still working on my repair. Gee thanks.

Since then, every contact has been initiated by me. I have been calling them regularly to get updates, and all they will say is they are still awaiting parts. This is their stock mantra.

I did speak to a helpful person there who told me the OLED panel had failed and that was what needed replacing, and that LG had sent them an LCD panel by mistake. He then told me that because the TV was 17 months old, the usual service level agreement period of 28 days that 2 TKH employees had told me was in place, is in fact then extended to 42 days. Obviously I wasn't happy, but had to accept it. That was on the 11th October.

I have logged a complaint with TKH for what that is worth. Again, no contact or acknowledgement bar an auto generated email. I have tweeted them. The social media team replied within the hour to say they would look into it. The reply came and was 'still awaiting part'. I posted a review on TrustPilot. They replied in 32 minutes asking me to give them my details. 1 day later, they came back to me with 'still awaiting part'!!!! Arggggh!

As of today, the 30th day, I still do not have my TV back. The latest news yesterday is they claim the OLED panel is now back in stock at LG, and TKH have ordered one. He could not tell me how long it would take them to receive it at the repair centre. Nor could he tell me how long the repair would take once they received it? And finally, he could not tell me how long after the repair was completed, how long it would take to be returned to me!

So that's the short version of events!

I know I have to give them time to repair it. And if their SLA is 42 days after 12 months then so be it, I don't like it, but that's what they say. But is there anything else I can do to speed it up?

What can I do when the 42 day period is up? It is only 12 days away now. And judging on their performance up till now, I don't hold out any hope of seeing a repaired TV before then.

Thanks for reading and hope someone can give me some advice.

DoaM

42 days ... is that written down anywhere in the warranty paperwork you received? (I'm presuming this is a Currys extended warranty plan you're claiming off rather than the manufacturer's warranty).

To my knowledge these Currys plans have always been 28 days, irrespective of time since purchase. If they fail on the period then I think they give you a replacement or voucher for a replacement. Check your paperwork (for the period and the resolution if they fail) then go back in store and complain.

PS - Currys have had multiple warranty plans over the years. Check what yours is exactly called.

argonaut56d

DoaM wrote: »

42 days ... is that written down anywhere in the warranty paperwork you received? (I'm presuming this is a Currys extended warranty plan you're claiming off rather than the manufacturer's warranty).

To my knowledge these Currys plans have always been 28 days, irrespective of time since purchase. If they fail on the period then I think they give you a replacement or voucher for a replacement. Check your paperwork (for the period and the resolution if they fail) then go back in store and complain.

Correct, it came free with the TV when I bought it. First year, manufacturer, remaining 4 through Currys/TKH. Cannot find the original paperwork from when I bought it, but I think it was all by email anyway. I remember I had to register it on both the LG website and Team Knowhow, which I did.

All I have is their word now unfortunately. The part of the Team Knowhow website where you get to view your plan, has been down for about 10-12 days! Yes, seriously! (unless they have just blocked me!)

I have looked online in a few places, and it does seem to be 28 days under 12 months, 42 after.

Just checked the email from the Twitter team, and it does say they would 'consider alternative resolutions after 42 days'

argonaut56d

LOL! Are there Currys lurkers on here? Literally just received this email in reply to my latest contact:

Hi,

Thanks for your email.


I was sorry to learn this was still ongoing.


I have requested that our replacement team look at this matter for you and I should hear back from them no later than Friday morning (hoping later this afternoon). At which point I will have further details for you. Usually we would not look at this until 6 weeks had passed and that may still be the case, but we are pushing this for you.


My apologies for the unexpected delay and I will email you no later than Friday midday with further details.


Jay

Well, hopefully something should happen soon, but I won't hold my breath!