Currys - no response re refund. Can't send item back. Can I claim on my credit card?

muzzl

Afternoon. Bought a laptop from Currys for my daughter's home schooling. It's faulty. Tried to call Currys to arrange for them to replace it but they never answer the phones. The last time I tried I was on hold for 2 hours and then got cut off. Had to buy one from elsewhere. I'm now constantly messaging them etc asking how I can send this one back for a refund but they're ignoring me (and thousands of other customers judging by the anger towards them on social media).

My question is: when can I get a refund via my credit card? I just can't afford to pay off the additional £450 that's sitting on my credit card for this faulty laptop by the time the next payment becomes due, and I doubt they're going to pay my interest if I don't pay it off all at once. I know I will have a case with the credit card company, but I assume that I need to show that I've sent the faulty item back - how can I do that if Currys won't provide me with the return info? There's no details on the website - it just says to phone (ha!) them to arrange, and to be honest I wouldn't feel safe just sending it back on spec anyway - feels like I need to have something in writing from them about how to return it just for my own security.

So is there a way I can claim my money back in the meantime, and then take the laptop in to the store when it reopens? Or any other options? I need the money back asap. Thanks!

DoaM

Yes, you can raise a S75 claim. Please note though that as you'll be exercising your Initial Right To Reject (within 30 days) you may be required to prove that the item is faulty. How you do this may depend on the nature of the fault - what is the fault?

muzzl

There's an intermittent fault with it failing to detect the wireless card. I've reinstalled it and updated the drivers and it hasn't fixed it. Everything will be working OK and then the Wifi will drop and the card no longer shows up in Device Manager. I suppose I could take a photo of the Device Manger screen?

Hermione_Granger

It might be worth contacting the manufacturer if they have a consumer help line and explain the problem to them. They may well talk you through fault finding and if so and this does indicate a fault, you should be able to get a reference number from them and submit proof of this to Currys & your credit card company as proof that a fault exists.

Al_Ross

When was it purchased ?

muzzl

I've been on the HP website and put in the serial number - it tells me to contact Team Knowhow at Currys!
It was purchased 13 May.

shaun_from_Africa

muzzl said:

My question is: when can I get a refund via my credit card? I just can't afford to pay off the additional £450 that's sitting on my credit card for this faulty laptop by the time the next payment becomes due, and I doubt they're going to pay my interest if I don't pay it off all at once.

Contact your credit card provider and explain the problems you are having getting hold of anyone at Currys and ask if they would be able to put a freeze on the payment for the computer so that it doesn't accrue interest until such time as Currys respond or a Section 75 claim can be processed.