non existent customer service from Currys - defective TV sold and impossible to contact.

HS94

Afternoon all, 
hope everyones having a good enough time of lockdown at the minute!
Just before the whole lockdown started I ordered a new 43 inch QLED TV from Currys and collected instore. 
As of last Thursday, the display has now developed several defects (LED panels blooming, flickering, leading to brightness distortions on the screen), so I have tried to exercise my rights as per the consumer rights act (2015) to claim a refund, as product became defective within 30 days. 
Spent 45 minutes on the phone to them on Friday, wasn't able to get through before phone lines closed. 
Spoke to online customer service on Saturday, was told that as was purchased in store, I would have to wait until store re-opened to claim a refund. Obviously I am not happy with this as an outcome, especially as it would put me well outside the 30 day window. 
then spent 2+ hours on hold to try and speak to someone, eventually got through, woman told me that it could be arranged, but would need a manager to authorise, promised me a manager would call me back that afternoon between 4 and 6 to make arrangements 

I am still waiting for this contact 5 days later, tried various times again to contact through twitter/facebook and phone, spent 3 hours on hold yesterday and didnt manage to talk to anyone. My call was actually terminated on their end after 2+ hours on hold. 


I'm in two minds as to send them another email and say words to the effect of "Given the complete lack of contact from yourselves, I have taken it upon myself to contact my credit card company to arrange a chargeback, if you want to come collect the dodgy product, please don't hesitate to drop me a line" 
Are there any less drastic options I can take before doing so? Obviously I don't want to have to take such measures and put myself in legal jeopardy, but I don't see what alternatives I have at this point.

London50

 I may be reading the link below but I read it that you can still return on click and collect item up to 21 days after the stores that are closed reopen

     https://www.currys.co.uk/gbuk/coronavirus-1222-commercial.html?intcmp=home~Coronavirus~n/a~1~n/a~spring~wk52~201920

  I know {if I am correct } it does not get your money back to buy at there or anywhere else but I believe that making a charge back without them having the item could cause you problems down the line

mobileron

Get your money back,then go Richersounds website and order from them.you will get a 6 year warranty and the best customer services available.

shaun_from_Africa

HS94 said:

so I have tried to exercise my rights as per the consumer rights act (2015) to claim a refund, as product became defective within 30 days. 

I'm in two minds as to send them another email and say words to the effect of "Given the complete lack of contact from yourselves, I have taken it upon myself to contact my credit card company to arrange a chargeback, 

It's worth remembering that as you are wishing to exercise your short term right of rejection, Currys do have the legal right to ask you to prove that a fault exists and that this fault is due to something that was present at the time you purchased the TV.
I've never heard of this happening but if you go down the chargeback route, they may well then ask for this proof.

As you've reported the fault within the 30 day period, the clock has effectively stopped so it shouldn't matter if it goes beyond this time before you are able to get the set back to a store.
Why not just continue using it until such time as the store reopens?

Ectophile

You have a legal right to claim off the credit card company if you paid by credit card.  It's not something you have to threaten Currys with - it's a right between you and the credit card company.