Currys team knowhow refusing tv repair

dvdy1000

Hello all, i would really appreciate  some advice please im shocked and upset with the phone call ive just had with a team knowhow adviser, i purchased a tv from them 11 months ago £1699 it as the usual 12 month guarantee plus 5 year knowhow guarantee, in Nov 2019 it developed a fault i then heard a noise from the back of the tv and it went off they came to collect it an told me 7 days to repair after 28 days an  no tv i called them and they said they have replaced nearly all the parts but  were were unable to obtain another part they needed , one hour later they tx me to say the tv was out on the van on its way to me repaired ? the tv arrived back and seemed fine until two week ago when the same thing happened, so returned it to them, this morning i was shocked to say the least when they called me to say the tv was on its way back unrepaired because the engineer thinks it could have been tampered with he's found what he thinks is glue on one of the cables on the motherboard ? i haven't got a clue what the motherboard is i was speechless why would anyone want to put glue on a cable inside the tv how do i know this didn't happen when in for previous repair? sounds like they are just looking for an excuse not to repair it so now im stuck with this expensive broken tv and i don't know what to do they said i can appeal in writing but is that really worth it ?, can i also just add when they came to collect the tv 7 days ago i boxed & packaged it up securely but when the driver got it on the van i took out the box and put it in a wooden crate with two straps wrapped around the screen with no protection an then chucked the box back in my garden, i phoned team knowhow on the day to report that, would i have gone to that trouble if i had tampered with the tv ?, please i dont know were to turn so advice would be appreciated thank you Julie.  

JJ_Egan

Very difficult to follow your post .

Purchased Jan 2019 ??

November 2019 sent for repair .

Returned fixed

Used for two weeks

Failed

Returned

Repair rejected.

What are you claiming the repair under ??

Consumer Rights or Knowhow five year guarantee  ( what does this say about repairs )

dvdy1000

sorry if its difficult to follow my post think im still a bit worked up,                                                                                                         purchased march 2019                                                                                                                                                                           In for first first repair November 2019    returned to me December 2019                                                                                            February 2020    back in with them after same fault developed.                                                                                                          Today 17th phone call saying its being returned to me un repaired has they think its been tampered with. 

dvdy1000

jj_ Egan thanks for your reply but i dont think your getting the point, they are accusing me of tampering with the tv and are refusing to repair, it is still covered by the 12 month guarantee 

JJ_Egan

I understood  .

You need an independent report  to prove its not been tampered with .But that may be difficult  > glue yes >>

Who put it there is the question .

dvdy1000

yes i understand thanks, the only time that tv has been previously opened is when they had it in last time for repair.

Aylesbury_Duck

I'm also going to ask if you're claiming under consumer rights or through the 5 year guarantee you mention?  If the latter, what are its terms?  I appreciate that whichever route you're taking, the glue/tampering matter is the crucial one, for which (as JJ_Egan says), I think you're going to need to get someone independent to inspect it and give their verdict, but it would help to know on which basis you're claiming.

For a TV of that value, I'd get someone independent to inspect it, write you a report to state what they think has been done to the TV.  That will give you ammunition for your case that the glue was part of a botched first repair attempt.

shaun_from_Africa

I work with PCB's a fair bit and it's not uncommon for them to have a dab of adhesive or silicone sealant on them.
This is often done where there may be a very fine wire attached to the board and sometimes to ensure that non locking push on connectors don't work loose over time.

dvdy1000

Thank you for the reply Aylesbury_Duck i don't  know which route to take a bit shocked by it all the 5y guarantee  covers for any repairs except if caused by consumer such as a scratched screen.





advice 

dvdy1000

Thanks for the reply shaun_from_Africa that's useful to know, would you say in your opinion a bit of glue on a ribbon attached to the motherboard could blow the motherboard ? 

DoaM

Is the glue internal to the TV? (I guess so if it's on the motherboard). A reasonable person would suggest that it is highly unlikely for a non-qualified consumer to open up a TV to try and effect a repair, especially when said TV is so new and still under warranty. If this went to court (which may be your course of last resort) then you would only need to prove on the balance of probabilities (more likely than not) that you hadn't opened up the TV, and that any such issue must have been there either from new or was applied during the previous repair attempt.

How did you pay for the TV? (Debit card? Credit card? Finance?)