Curry’s know how smashed my TV

Lucyloo22

I bought a 55” Samsung curved smart TV for £900 just over 2 years ago from curry’s for my hubbys 40th birthday present. Last week it lost its MAC address and wouldnt connect to the internet, I phoned Samsung support who advised that it needed to go in for repair, the TV came with a 5 year guarantee from curry’s so I phoned know how and they arranged to collect it the following day to send it off for repair. They returned it to us on Monday evening and when we opened the box the tv had been smashed, a whole corner of the back casing is missing and all the silver surround was smashed, cracked, parts of it missing and it was covered in dirty sticky stuff. I refused to accept it back and the delivery drivers took it back. They are now refusing to replace the TV and want to repair it. I don’t want it repaired as I’m worried about what damage has been caused to the internal parts of the TV but they are saying I don’t have a choice. Surely this can’t be right? Can anyone advise on my rights please? I have photos of how it left our house in perfect condition and how it was returned to us.

Keep_pedalling

They do have the right to repair it.

twhitehousescat

or they can offer to pay you , however after 2 yrs use that will be about £400

they have one chance , let them

Aylesbury_Duck

It is right, they are permitted to repair it.

DoaM

Erm ... they've ALREADY had their one repair attempt, yes?

But post #3 is correct - they can offer a partial refund instead.

However, if OP wants to invoke the Know Nothing warranty cover then they'll need to abide by the terms. If these allow them another repair attempt before offering a replacement then OP will have to let them do that.

neilmcl

TBH, this doesn't sound like the thing that would be repaired. I think the OP might end up with a replacement after all.

oldagetraveller

They probably tried to straighten it!

Lucyloo22

Thanks for the advice �� it just seems so wrong to me, if I went into one of their stores and accidentally knocked a tv over and smashed it I’m sure they would be expecting me to pay them the full price for it. It’s had a right old wallop and I’m just concerned about the internal damage more than anything! I don’t have a spare £900 to spend on a TV and saved long and hard to be able to buy it. I’m just waiting on an engineer calling me to advise if it can be repaired. I’ll keep you all posted on the outcome! If they say it’s beyond repair will they just give me a new one? They still sell that model and it’s gone down to £600 now or will they still just give me a reduced price for it? I just want my TV back in the condition that it was in, which was perfect!

agrinnall

It's very unlikely that they'll give you a replacement unless it's a model that they are running down the stock on. Much more likely if a repair isn't possible that they'll offer a partial refund. Comparing damage to a brand new unsold TV in a store with damage to a TV that you've already used for 2 years is not like-for-like.

the_lunatic_is_in_my_head

Escalate a complaint up to to head office, the item was in their care and they are responsible.

Although you may not be due a replacement it is bad service and a higher level of customer service is likely to get a better result

garth549

If the damage is as bad as you say then it doesn't sound like they'll be able to repair it satisfactorily...

They'll probably offer a partial refund which would be enough to buy a second hand one of a similar make, model and age. You could probably negotiate a higher value as credit towards a new TV though which is what I'd do.