Team Knowhow repair and support plan

vusys1

Hi all
In April 2019 I purchased a LG 65 inch TV with a repair and support plan @ £190, last week the screen developed a fault and called Team Knowhow. The TV was collected on the 1st of December and advised that it would be returned on the 8th ( Support plan has 7 day repair or replacement promise) 
Message received 7th to advise that a part for the repair was out of stock and they need to order from a supplier (no timescales given) 
Call Team Knowhow as the 7 days were up and as the part was out of stock it would take longer and asked for a replacement as per their "promise" only to told nope does not apply due to covid?  I checked my plan there are no exclusions, checked their website no mention of delayed repairs, was then advised to callback in a week or go to Trading Standards or Citizens Advise.....
Any advise on the next steps would be appreciated as the repair plan is only for repair or replacement etc so if they will not honor not worth the money

thanks

MattMattMattUK

I would say in the middle of a global pandemic, with all the supply chain issues that is causing, I would be accepting of a bit of a delay. So the next step, wait a week.

Aylesbury_Duck

Anything in the contract about force majeure or similar, that covid might fall under?

I agree with the previous poster: a little more patience is required.  Any other action you might consider taking will probably take as least as long as the eventual repair anyway.

vusys1

repair update came through yesterday to call to discuss where they told me the TV needs a new screen (not sure why they needed me to call so they could tell me?) and to wait etc (no worries). Then today email from Currys promoting their Care & Support plan which they are unable to promise
"7-day fix promise

(T&Cs apply)

Learn more 

We’re so confident we can repair your product quickly we’ve made a promise. If we take more than 7 calendar days, you can ask for a replacement."

"Our Care & Repair provides support in the event of unexpected mechanical or electrical breakdown that affects the operation of the product. It also includes enhanced features listed below which may provide you additional peace of mind and suit your needs better.

Care & Repair comes with a 7-day fix promise. If it cannot be repaired after 7 calendar days, you may request a replacement Product. If we cannot repair your Product you will be given a Currys PC World voucher to obtain a replacement Product in one of our stores. Terms and Conditions apply.

Most manufacturer guarantees only cover breakdown. NOT a 7-day fix promise like ours"

minty777

https://curryspcworldwheresmyrefund.wordpress.com/help-support/

https://www.facebook.com/groups/612795132780233//743553413037737/

https://conversation.which.co.uk/shopping/currys-pc-world-complaints-faulty-goods/

vusys1

So Currys have written off my TV yeaterday, and now have to wait a further 5 days for an e-voucher for a replacement.