Currys refund for washing machine

Secret_Apothecary

I purchased a washing machine. It was delivered and installed on 1st November 2020. I used it after it was installed and the machine shook and vibrated very badly. It also moved forward several inches. I used it twice because I hadnt noticed how much it had moved until after I used the drier. I called the helpline number the following morning and they arranged for an engineer to come and look at the machine. I thought it might be a simple problem and easily fixed. The engineer said the bolts under the drum had not been tightened during the manufacture. He tightened the bolts under the rubber part at the front. I used the machine the following day and it was okay first small wash. I did another small wash and it shook and vibrated and moved forward much more than previously.

I have tried to get a refund from Currys but it's so difficult to connect to their customer services. I used phone and webchat but it kept going to the 'wrong' dept and they could not transfer to a customer adviser about issuing a return. So we contact Paypal and started a dispute resolution. Currys have now said they will issue a refund but want the machine potsted to an address which looks like a head office address. They are asking for proof of postage on the paypal form. There are several problems with this, firstly they installed the machine. Am I supposed to uninstall it? I am happy to arrange for a carrier to take the machine at a cost of over £60 but I think the address is a head office and am I supposed to foot the bill for a return when the item is faulty?

They do not provide an email address for customer support and only an address for post. Should I start a small claim?

AskAsk

stick with trying to get a refund from them.  small claims is difficult when it is a company that you have to take to court.  you also need to show evidence of trying to resolve things yourself.  you should start a complaint through currys but if they are asking you to return the machine, then they should pay for the courier if it is faulty.

problem may be that they claim it is not faulty but just a noisy one.  washing machines can move about quite a bit depending on the make.  what make is the machine?

Secret_Apothecary

It's a Candy

AskAsk

Secret_Apothecary said:

It's a Candy

that may be the problem.  this is a terrible make and so it may actually be the way it is and not a machine fault.  we had an old washing machine, which was candy i believe, and that did a dance across the floor whenever we did a wash. it was in a utility room all by itself, so it was fine for it to move around the floor!

it wasn't faulty, it was just cheap and nasty.  the damn machine didn't wash well either but it didn't break down and continued going for years.  i was so relieved when it did finally break down and we could get a decent machine.

they have agreed to refund you because you don't like the machine and so they have asked you to pay for the cost of return, which they are entitled to do.

DPR87

A lot of people seem to be experiencing problems with Currys at the moment from the looks of things (https://www.thisismoney.co.uk/money/bills/article-8921791/Currys-PC-World-faces-barrage-complaints-frustrated-customers.html)

I would be annoyed at having to pay such a fee to return an item too but as stated above, it might be difficult to prove it is faulty. What about asking the engineer to come out again seeing as it has become worse since he has fiddled with it? If it is faulty may be he can at least confirm that what you are experiencing is a fault (or not) which may give you some ammo to go back to Currys with.

Homer_home

Does your machine dance around the floor when you try it on an empty wash?

As above it's a terrible make , it's always worth spending a little extra on appliances like these 

How did you purchase the machine? If in store then when they reopen that should be your first port of call if you can convince them it's faulty they should arrange a replacement for you 

AskAsk

OP - if you are looking for a cheap make of washing machine, then go for a beko.  they are decent value for money.

ElephantBoy57

Secret_Apothecary said:

I am happy to arrange for a carrier to take the machine at a cost of over £60 but I think the address is a head office and am I supposed to foot the bill for a return when the item is faulty?

Are you happy to pay for its return, or not, anywhere in mainland England would be the same cost.