Currys woe

danjones

Evening All,
I purchased a Grundig washing machine from Currys back in 2018. These are supplied with a 5 year warranty. The washing machine started to leak heavily every time it was used back in August. We've had the Grundig/Beko engineers out 5 times replacing various parts before they'd finally agreed to replace it this month. The service from Grundig has been nothing short of abysmal so I didn't want another one of their machines. 

 I spoke to Currys who've been most unhelpful, the support lines are an absolute maze of options that on many occasions automatically divert the calls back through to Grundig so we've had a real hard time getting them to replace the machine. I eventually spoke to their support teams who said that the item can only be exchanged and ordering a different brand or having a refund was "impossible". I sucked it up and had a replacement Grundig machine delivered, this one doesn't work at all!

I've asked Currys for a refund so I can buy a machine immediately elsewhere. Apparently I can now have a refund, so changing their mind again. I've been told that they have to collect the machine first, then I'd have to wait up to 14 working days for a refund! I've asked for a refund back onto my debit card as this would enable me to go and buy another machine elsewhere and wait on the refund coming back to me. As I've paid with a gift card they've said that this is also "impossible". I've also asked could they deliver a replacement brand machine at the same time, something that is also "impossible".  I'll be left without a washing machine for a month, not acceptable as I work with the public and in these times with COVID lurking about I need my clothes washed as soon as I get home from work.

Is there anything I can do with the gift card situation? What are my rights in this situation?

Aylesbury_Duck

danjones said:

Evening All,
I purchased a Grundig washing machine from Currys back in 2018. These are supplied with a 5 year warranty. The washing machine started to leak heavily every time it was used back in August. We've had the Grundig/Beko engineers out 5 times replacing various parts before they'd finally agreed to replace it this month. The service from Grundig has been nothing short of abysmal so I didn't want another one of their machines. 

 I spoke to Currys who've been most unhelpful, the support lines are an absolute maze of options that on many occasions automatically divert the calls back through to Grundig so we've had a real hard time getting them to replace the machine. I eventually spoke to their support teams who said that the item can only be exchanged and ordering a different brand or having a refund was "impossible". I sucked it up and had a replacement Grundig machine delivered, this one doesn't work at all!

I've asked Currys for a refund so I can buy a machine immediately elsewhere. Apparently I can now have a refund, so changing their mind again. I've been told that they have to collect the machine first, then I'd have to wait up to 14 working days for a refund! I've asked for a refund back onto my debit card as this would enable me to go and buy another machine elsewhere and wait on the refund coming back to me. As I've paid with a gift card they've said that this is also "impossible". I've also asked could they deliver a replacement brand machine at the same time, something that is also "impossible".  I'll be left without a washing machine for a month, not acceptable as I work with the public and in these times with COVID lurking about I need my clothes washed as soon as I get home from work.

Is there anything I can do with the gift card situation? What are my rights in this situation?

It sounds as if they've adhered to the terms of the warranty.  After two years, I suspect the warranty provided for repair or replacement.  That's entirely separate to your consumer rights, to they were right to say you could only have a Grundig replacement.   I'm a little surprised Currys have offered a refund, but there you go, it's good news.

If you paid by gift card, that's how they refund you.  You're not entitled to insist on anything else.  It's also fair that they collect the machine before refunding you.

Sorry it's not good news for your situation, but they're not doing anything wrong.  You'll either have to handwash for a while, use a launderette, use a friend/neighbour/family's machine or get a really cheap one on freecycle to tide you over for a month.  

Gavin83

Who was the 5 year warranty with, Currys or Grundig?

They will not refund to a different payment method. If you’ve paid via gift card you’ll get the refund back on a gift card. Given that a gift card effectively forces you to buy from them I can’t see them backing down on this either. 

Also consider they’re allowed to reduce the refund based on usage so don’t necessarily expect the full value back. If you do get it then it’s a nice bonus.

Also they’re under no obligation (unless it forms part of the warranty agreement) to provide you with a temporary replacement machine.

Rather than arguing about getting a refund on your debit card I’d suggest asking them for the quickest method to order a new machine of a different brand. They may be able to process a gift card or some sort of store credit quicker.

mattyprice4004

You paid with a gift card, so why would you expect to have it back via any other method?
You're out of luck on that front.

minty777

mattyprice4004 said:

You paid with a gift card, so why would you expect to have it back via any other method?
You're out of luck on that front.

I paid by debit card and they said I had to be refunded by cheque

dinglebert

minty777 said:

mattyprice4004 said:

You paid with a gift card, so why would you expect to have it back via any other method?
You're out of luck on that front.

I paid by debit card and they said I had to be refunded by cheque

Same thing both money.  Different if it was a credit card or in this case gift card.