Currys credit agreement refund

Murfew

I hope I'm posting this in the right place, I've been reading as much as I can but I'm at a loss and could use some help.

We recently bought a TV on finance (I know not the wisest decision but that's besides the point!) but after about 2 months a fault developed. We sent this back for repair and it came back damaged. We then organised for it to be picked back up and a replacement was agreed upon on the phone (no confirmation emails or order number unfortunately). I have received a call today saying that the TV can't be repaired, despite me thinking we were getting a replacement, and that we would be getting a refund in the form of a voucher. The TV we bought has now gone up in price and that is why they're giving me a voucher instead of replacing like for like.

I'm not happy with this resolution as I don't want to either have to pay extra for the TV o want on top of the finance, or keep paying the finance whilst having an inferior product.

I spent a good hour on the phone with them debating what I wanted to no avail and will be receiving a call from a manager later on today.

Any assistance would be greatly appreciated, I just want what I'm paying for. So what are my rights when it comes to this?

Thanks in advance

M

DoaM

As you are within 6 months from purchase (when the fault was reported) then you're entitled to a full refund if Currys are unable or unwilling to provide a repair or replacement. (In fact, they've had their repair attempt therefore you're entitled to exercise your Final Right To Reject for a full refund). This should mean cancellation of the finance agreement and a return of all payments made to date.

You do not have to accept a voucher. Currys are allowed to offer, but you have no obligation to agree.

Consumer Rights Act 2015 refers. If Currys still play silly beggars then raise a Section 75 claim with the finance company.

Murfew

DoaM said:

As you are within 6 months from purchase (when the fault was reported) then you're entitled to a full refund if Currys are unable or unwilling to provide a repair or replacement. (In fact, they've had their repair attempt therefore you're entitled to exercise your Final Right To Reject for a full refund). This should mean cancellation of the finance agreement and a return of all payments made to date.

You do not have to accept a voucher. Currys are allowed to offer, but you have no obligation to agree.

Consumer Rights Act 2015 refers. If Currys still play silly beggars then raise a Section 75 claim with the finance company.

Thank you for your reply. As the finance company and Currys are separate would Currys be able to cancel and refund the finance or will I still have to get in touch with them regardless? And is raising a section 75 claim as simple as calling in and asking about it?

Sorry for the questions, it's all a little unknown to me.

Thanks again for your repsonse

DoaM

I'm not sure on the mechanics of all this as I've never had to do it. I'd start with the finance company and see what they say. And yes, it is as simple as calling them.

Murfew

DoaM said:

I'm not sure on the mechanics of all this as I've never had to do it. I'd start with the finance company and see what they say. And yes, it is as simple as calling them.

Fantastic
Thanks for your help

Murfew

Just an update in case anyone else ends up in a similar situation. It took a full day of phone calls, starting at 9am with my last call around 5pm but I have a resolution! 

Once I finally got through to management (several other staff members were less than helpful) I told them I was going to raise a section 75 claim and they quickly changed their tune. They will now be sending the original voucher PLUS the difference required to purchase the same TV. Not as simple as them just sending me a replacement but I'm happy with the results regardless.

So many thanks to DoaM for pointing me in the right direction, much appreciated