Can Currys do This?

chianstorecowgirl

In February my boyfriend bought a laptop from Currys for £1400. By June it had started to cut out and in September he called them as it had stopped working. The first time he called he decribed the problem to the advisor over the phone and was told that it was down to 'normal wear and tear' and he'd need to repair it himself. We checked into it and it turns out we were being fobbed off so after phoning back Currys agreed to take it in for a repair under guarantee.We were told this would take 10 working days.

37 days later we were still waiting for it back and were still being advised they were waiting for a part. Again, we checked our rights and as we had waited a longer than reasonable time and we should have been offered a 'like for like' repair. We were told to go down to the store where after an hour of waiting on a phone (at the counter in store) to speak to a 'customer service operator' we were advised we could get a 'like for like' repair.

The problem being the most expensive laptop was an ex-display model with a value of £1100, my boyfriend had paid £1400 for his. First of all we were told we could make it up to the value but when we went to the till (for the first time in an hour and 20 minutes of waiting in store with our problem) the manager appeared and told us we could only have the laptop and not a credit note as the spec was the same as the last one.

I want to know if in a 'like for like' exchange actual cost is a factor and if a price reduction of £300 after 6 months is fair?
The manager got quite aggressive when I said that I believed the price should pay a factor in the exchange and I really don't trust Currys given that they have constantly fobbed us off since day one as far as their responsibility goes, also we were told by one assistant we could get a credit note up to the value of the goods so we are confused.

We did take the laptop as my boyfriend needs it but we insisted on a copy of our original receipt (the manager was angry about this). We also had them change the receipt for the replacement as the goods were described as 'unopened pristine' on the recepit when they were actually ex display!

yeslek

whats the current price of the faulty model?
if its been reduced then i dont think you have much in your favour

i may be wrong though

pulliptears

Edited cos I didnt read OP properly cos my head appears to be elsewhere today!!

Terrylw1

Might be worth an investigation on the trading standards side or the CAB to check on your consumer rights.

Like for like does tend to mean to the market value, not the original value. However, yes it seems very unfair. Did you get the persons name on the phone - they have authorised this.

Wig

IMO you've now accepted the replacement. I don't see that you will be able to change anything now. How about going to the techie board and asking if the two models and prices are the similar or not? Don't they sell the model you had anymore? You could phone up the branches to see if anyone has your old model in stock, and then go and ask for a swap to be done. But if it broke once the same model might break again, you might be better off with the model you have, again ask the techie people on MSE.

Correct me if Im wrong, but Currys have a 28 day rule (may have risen to 30 something), whereby if the product isn't back with you, you can demand vouchers to the value of the item.

Found this, but it is referring to within 28days of purchase.

If there is a fault with your product within the applicable product guarantee period (normally 12 months from delivery) or other defect with your order, we will normally offer a prompt repair service. You will always have the option of an exchange or refund if the fault occurs within 28 days of delivery. In all cases we reserve the right to inspect the product and verify the fault.

pinkshoes

Like for like value for a computer would mean them offering you something of the same spec or better... price is kinda irrelevant because laptops depreciate rather quickly, so in the 7 months he had it, it would have dropped massively in value! (i.e. a £1400 today would buy you something of MUCH better spec!! - people would just create their own laptop problems, take it back, and get the latest model if you could do that!).

chianstorecowgirl

Thanks for that, I think we are going to leave it but I will check the spec out as you said