Currys/Pc world Replace faulty Surround Sound System

sattar97

Hi All,
I brought a Samsung Home cinema system, consisting of a Soundbar, sub unit and two rear speakers. The model number is HW-K950 and the issue is that the two rear surround sound speakers are faulty, they make a loud buzzing noise which an engineer Samsung appointed to come and check it out also verified. My issue is that the soundbar was the last one in the store and ex-display and so very heavily discounted, literally half price. If I take it back to Currys and receive a refund I will not be able to buy something of the same quality for the price I paid. Currys say they do not stock them anymore and cannot get me a replacement, I have phoned and spoken to Samsung via online chat who say that it is currys job to find me a replacement and that they can if needed contact other retailers to source the same product, Samsung verified they still sell them and so do Selfridges. Samsung can only repair the speakers and they will not send me out a replacement for the two rear speakers and of course they will not upgrade my system to the new and later model.


So anyone with some experience on what are my rights when it comes to Currys having to contact other retailers to find the product and if the person from Samsung was right about this would be welcomed. Any references to consumer Act or Law would be great as I will be sure to quote this when I speak to Currys.


Of course if it comes down to it I will have to return it to Currys and get a refund... but I want to try and get a replacement if possible.

theonlywayisup

sattar97 wrote: »

So anyone with some experience on what are my rights when it comes to Currys having to contact other retailers to find the product and if the person from Samsung was right about this would be welcomed. Any references to consumer Act or Law would be great as I will be sure to quote this when I speak to Currys.

No one can force Currys to contact any other retailers.

As for your 'rights' it depends on how long ago you purchased and when the fault was reported.

sattar97

It was brought on 19/11/18 and reported a week after purchase.

Rainbowgirl84

sattar97 wrote: »

Hi All,
I brought a Samsung Home cinema system, consisting of a Soundbar, sub unit and two rear speakers. The model number is HW-K950 and the issue is that the two rear surround sound speakers are faulty, they make a loud buzzing noise which an engineer Samsung appointed to come and check it out also verified. My issue is that the soundbar was the last one in the store and ex-display and so very heavily discounted, literally half price. If I take it back to Currys and receive a refund I will not be able to buy something of the same quality for the price I paid. Currys say they do not stock them anymore and cannot get me a replacement, I have phoned and spoken to Samsung via online chat who say that it is currys job to find me a replacement and that they can if needed contact other retailers to source the same product, Samsung verified they still sell them and so do Selfridges. Samsung can only repair the speakers and they will not send me out a replacement for the two rear speakers and of course they will not upgrade my system to the new and later model.


So anyone with some experience on what are my rights when it comes to Currys having to contact other retailers to find the product and if the person from Samsung was right about this would be welcomed. Any references to consumer Act or Law would be great as I will be sure to quote this when I speak to Currys.


Of course if it comes down to it I will have to return it to Currys and get a refund... but I want to try and get a replacement if possible.

Allow Samsung to repair the speakers?

sattar97

This is a possibility but what are my rights if they attempt to repair them, send them back and theyre still faulty and I am then outside of my 28day returns?

davidmcn

sattar97 wrote: »

This is a possibility but what are my rights if they attempt to repair them, send them back and theyre still faulty and I am then outside of my 28day returns?

Your rights would be exactly the same as they were before. There isn't a 28 day limit.

sattar97

According to Currys I have 28 days to return the faulty product?

davidmcn

sattar97 wrote: »

According to Currys I have 28 days to return the faulty product?

Curry's don't make the law, and you've already returned the faulty product anyway.

theonlywayisup

sattar97 wrote: »

According to Currys I have 28 days to return the faulty product?

Are you sure you aren't confusing their change of mind returns?

I've just checked their website:

How do I return a faulty product? Within 30 days of purchase or delivery, you may return a faulty product for an exchange or refund. You can return it to a store. Or you can arrange for a return by calling us on 0344 561 1234, or by emailing customer.services@currys.co.uk.
For Online Only large kitchen appliances and purchases made using PayPal or Your Plan Credit, please arrange for a collection with our aftersales team on 0344 561 1234.
Please note: our stores are unable to process a return for Online Only large kitchen appliances or when you have paid online with Your Plan Credit, and for PayPal orders our stores can only offer an exchange or gift card.
Please also note: You can’t return to store Online Only large kitchen appliances. Instead, to arrange a return for one of these, please call us on 0344 561 1234.


Within product’s guarantee period (normally 12 months from purchase or delivery: We will offer you a prompt repair service. In all cases we reserve the right to inspect the product and verify the fault. Please call the Team Knowhow contact centre on 0344 561 1234 or emailing customer.services@currys.co.uk to arrange collection. To speed up the process, please have your order number to hand before calling.
We do not cover faults caused by accident, neglect, misuse or normal wear and tear.

That aside as the item is still within the 30 day rejection - in legislation (Consumer Rights Act) but also by Currys T&C - you have been offered a refund or a repair as they cannot replace. Perfectly acceptable as you cannot make them magic a replacement out of their stock if they don't have any.

If you allow a repair and it fails again then you can seek a refund in line with legislation.

All of this seems moot though as it seems you want a replacement which they cannot physically offer.

Let Samsung repair it.

Rainbowgirl84

Let Samsung repair them....if they economically can't they may very well replace them and that would be the result your after?

sattar97

It looks as though I will have to ask an engineer to try to fix them. Samsung do not have their own engineers.. well not for Tv's and Sound systems. They outsource the work to local AV repair centres.. when the engineer from my closest store came to visit (bearing in mind I have to pay £24 for them to come to my house or pay £50 in fuel for a round trip to drop them off) I was told they did not think they were repairable.
Of course anyone who gets a good deal would try their hardest to get a replacement instead of a refund, I cannot get anything half as good if I get my money back and go to buy an alternative product!!