Currys 30 day policy

Lizbetty

Hello
I think I know the answer but I'll ask anyway.

I ordered a Canon camera for my daughter from Currys at the end of May for her birthday/college course in June. She has only just started using it properly and to cut a long story short, the lense is faulty. There's something like fluff in the sealed unit which we picked up from one particular photo.

Currys are refusing to help as we ordered end of May and they say no replacement after 30 days. We have to deal with the manufacturer for a repair which could take, who knows how long. 

I am putting in a complaint anyway as the CS rep I just spoke to was awful, and refused to give me details of the complaints procedure as she said 'There's no point. Noone will help. It's 30 days and that is it.'

Can they do this?? We have some white goods need replacing and I had no idea we risked this with Currys if they turned out to be faulty after such a short period. I wish I'd known before we bought the camera 😞

Thanks for any advice. I feel really sick over it!

Lucy

molerat

The CS rep is wrong in insisting you deal with the manufacturer as it is down to them to provide a remedy

but

dealing with the manufacturer is likely the quickest and easiest way to get the item repaired. 

Currys are under no obligation to replace the item.  They must offer to repair, refund or replace and it is their choice.  Even if they choose to repair or replace they can get expert opinion on the cause of the fault

Lizbetty

Thanks for your quick reply. Honestly I'm so stressed about it my vision is blurry! It's such a lot of money isn't it. 

A friend said that an item needs to be fit for purpose and as such Currys have to replace or refund if it's faulty. I'm guessing Currys are using a loophole somehow if that's the case? I can't imagine they would have a policy like that if it wasn't allowed. 

I've never come across this before, most companies have been good (Argos, John Lewis) when things have gone wrong even after quite a while. 

Thanks again for your reply I really appreciate it. I've put a complaint again against the CS rep, I've never been spoken to in that tone before so that was new too! But I guess we'll just have to hope for a quick repair. 

Lucy

JJ_Egan

No loophole just plain ignorance of the law and plain wrong under your Consumer Rights .

molerat

Your friend is incorrect. Yes the item has to be fit for purpose but they do not have to replace in all circumstances. Within 30 days you have the short term right to reject and that will be for a refund, they do not have to replace.  After that Currys must repair, refund or replace at their choice.  Within 6 months, depending on item cost,  it would likely be a full refund but after that they can make a deduction for the use you have had.

Lizbetty

JJ_Egan said:

No loophole just plain ignorance of the law and plain wrong under your Consumer Rights .

Yes I've just had a Google now I've calmed down a bit and found a Which article dated May 2021 which does say they have to offer to repair or replace if it's faulty within 6 months, and refund if they can't do that.

It says that the vendor can choose the cheapest option for them but I can state a preference. Also that if a repair would cause any inconvenience (which it would due to her needing it for a course over the holidays too) we can get a refund if it's found to be faulty after the 30 days. Hmm. 

That's not what Currys told me, but I suppose they wouldn't! How do they get away with it? 

Lucy

molerat

Also that if a repair would cause any inconvenience

The law does not say that.  It states that a repair must be carried out within a reasonable time and without causing a significant inconvenience.  It could be argued that if being without a camera for a week or two causes a significant inconvenience you should have a back up - what would happen if it had a problem outside of any warranty ?