Currys TV Repair

mhugradar

I bought a Samsung TV in December 2014 from Currys, which came with a 5 year warranty on it.(From Currys Team KnowHow .. not paid but included)

Recently my TV has been powering it self on, then straight back on.. I logged a fault with Team KnowHow who picked my TV up on Monday 21st January to repair, and would be sent back on Saturday 26th.

I got a call on Friday 25th January, late afternoon, from an engineer who said he has started to look at my TV and can not replicate the fault. I was shocked that it took most part of the week before someone actually looked at my TV .. and questioned how it could be diagnosed and repaired and sent back to get to me on Saturday 26th as promised.

I also told him that the fault happens randomly and intermittently and if someone is not watching it all the time then it could just happen and come back on and you would be none the wiser.
He said he would continue to investigate and call me back before the end of the day .. i did not get any call...

Anyway, i got my TV back on Saturday afternoon but i was not in... so only managed to power it back on in the evening when i got home. The TV came back with another fault! it developed vertical lines down the screen ... and within minutes of turning it on the power fault re occurred.

I rang this through to team know how .. and raised a complaint .. but i was told nothing happens to the complaint it just gets logged ...

Even though the fault developed during the care of Currys, i now have to be another week with no TV whilst they attempt to repair it..
I arranged a pickup for Tuesday 29th January.

Yesterday when my TV was being collected my wife was home and i was at work, she told me 1 person carried the TV himself and took the TV to the VAN, without covering it. It was raining/sleet hard ...
I looked back on the camera and was shocked at the level of care shown! I do wonder how much water would have gotten into the TV and if it will cause future problems.

I am appalled at the service i have received and the fact my TV came back from a workshop in a worse position than when it was sent.

I spoke to Team KnowHow .. but they did not know anything! .. He said we have to wait for them to investigate it and see if there is any water on in the TV before any further actions can be taken.



To be honest, i do not want the TV back.. as water ingest could have happened and a fault could occur in the future because of this.

What would be my next steps here?

Aylesbury_Duck

I think you're entitled to the refund of an amount equivalent to the value of a four-year old television with a power fault. You can put that amount towards a new TV.

mhugradar

I would get the amount i paid back.. which can go towards a new TV

but at the moment i am against a brick wall with a repair process ... even though it was taken out in the rain with no protective cover

Aylesbury_Duck

You aren't entitled to get the amount you paid back. They are entitled to make a deduction for the four years of use you have had from the TV, otherwise you've effectively hired it free of charge.

What did you pay? If you paid say, £500 for it, you might get £100 back at this stage. That's just an example but you get the point. You aren't entitled to a full refund.

As for the secondary damage, you could appoint someone to independently examine the TV to determine if water damage is the cause of the new fault and if it is, that's a cost you could recover on top of the second-hand value of the TV.

cono1717

Aylesbury_Duck wrote: »

You aren't entitled to get the amount you paid back. They are entitled to make a deduction for the four years of use you have had from the TV, otherwise you've effectively hired it free of charge.

What did you pay? If you paid say, £500 for it, you might get £100 back at this stage. That's just an example but you get the point. You aren't entitled to a full refund.

As for the secondary damage, you could appoint someone to independently examine the TV to determine if water damage is the cause of the new fault and if it is, that's a cost you could recover on top of the second-hand value of the TV.

With the Care plan they will give you a voucher for a current TV of a similar specification to the one you bought.

Aylesbury_Duck

cono1717 wrote: »

With the Care plan they will give you a voucher for a current TV of a similar specification to the one you bought.

Is that care plan the same thing as the warranty? If it is, OP needs to dig out the documents to see what his rights are.

Aylesbury_Duck

I didn't realise you had that level of cover, that's good.

It sounds like you cannot just reject the TV and ask for the voucher. You have to give them time to diagnose the fault. If they effect a repair and it is working, you have to accept it back. I don't think you can demand a refund on the basis that it might go wrong in the future.

If you think it might take a couple of weeks and you can't live without a TV for that time, there will be dozens on Gumtree or other similar services free to a good home as a temporary measure.

cono1717

mhugradar wrote: »

The customer service team told me, i would get a voucher for what i paid to put towards a new TV.

i confirmed this on the phone.

Which is why i am not comfortable taking this TV back

Sorry, that's not true. It's based on specification up to the purchase price. So if there is a similar spec'd TV for £200 that's what you'll get:

https://www.teamknowhow.com/content/dam/pdf/terms/TK-RSA-2017-Term.pdf

Unfortunately if you are using their care plan you are bound by the terms of that agreement with regards to replacements etc.

powerful_Rogue

mhugradar wrote: »

I bought a Samsung TV in December 2014 from Currys, which came with a 5 year warranty on it.(From Currys Team KnowHow .. not paid but included)

Recently my TV has been powering it self on, then straight back on.. I logged a fault with Team KnowHow who picked my TV up on Monday 21st January to repair, and would be sent back on Saturday 26th.

I got a call on Friday 25th January, late afternoon, from an engineer who said he has started to look at my TV and can not replicate the fault. I was shocked that it took most part of the week before someone actually looked at my TV .. and questioned how it could be diagnosed and repaired and sent back to get to me on Saturday 26th as promised.

I also told him that the fault happens randomly and intermittently and if someone is not watching it all the time then it could just happen and come back on and you would be none the wiser.
He said he would continue to investigate and call me back before the end of the day .. i did not get any call...

Anyway, i got my TV back on Saturday afternoon but i was not in... so only managed to power it back on in the evening when i got home. The TV came back with another fault! it developed vertical lines down the screen ... and within minutes of turning it on the power fault re occurred.

I rang this through to team know how .. and raised a complaint .. but i was told nothing happens to the complaint it just gets logged ...

Even though the fault developed during the care of Currys, i now have to be another week with no TV whilst they attempt to repair it..
I arranged a pickup for Tuesday 29th January.

Yesterday when my TV was being collected my wife was home and i was at work, she told me 1 person carried the TV himself and took the TV to the VAN, without covering it. It was raining/sleet hard ...
I looked back on the camera and was shocked at the level of care shown! I do wonder how much water would have gotten into the TV and if it will cause future problems.

I am appalled at the service i have received and the fact my TV came back from a workshop in a worse position than when it was sent.

I spoke to Team KnowHow .. but they did not know anything! .. He said we have to wait for them to investigate it and see if there is any water on in the TV before any further actions can be taken.



To be honest, i do not want the TV back.. as water ingest could have happened and a fault could occur in the future because of this.

What would be my next steps here?

So you didn't wrap the TV up for it to be collected?
Your wife didn't say "Oh, I thought you may have brought some packing materials, hold on let me get something to wrap the TV in as it's raining outside."

TheTalkingDead

I would drop the water issue as currently there is no issues with tv as reported by currys from that.


I would push the issue that it was damaged in transit upon its return from the first fix.
This TV will not have any OEM parts available to replace a broken screen, keep this mind.
like they say there was no issue from the first inspection, so water is moot point now really, it came back broke, it went back to them broke and if it is the screen, remain broke as there is no parts from OEM supplier (they have to use OEM parts).


So calm down let this play out and depending on your contract and terms and conditions of your 5 year warranty you maybe offered a replacement as it was their fault they broke it.

bris

It's pretty obvious the issue is going to come back as water ingress now, so the op better have that proof.


It's no coincidence the rain matter has came up.