Currys faulty TV

lb364

I bought a TV in February from Currys online, paying using vouchers you buy through your employer with the remaining £9 on my credit card as I thought that would give me section 75 protection.

A few weeks later I kept thinking I was seeing a white flash but convinced myself it was my eyes/lighting/part of the programme. Forward to the week before last and it is definitely the TV as it’s started happening more frequently but still completely at random.

I called Currys and followed their instructions on the phone line which is to contact Sony direct.

Contacted Sony, their phone line kept cutting off (or they were cutting me off to make it seem that way as there’s nothing wrong with my phone signal usually) so they took my email address. In the email they said they wanted a photo of it happening. I had already explained on the phone that it happens sporadically so tricky to get a photo.

I was trying to get one when a day later they emailed saying the case was closed as I hadn’t replied quick enough!

I called Currys again and said it was up to them to sort this out under the Consumer Rights act to which they said if I went to a store the people there would be able to book in a repair direct with Sony.

Thought it was ridiculous but went to the store, after an hours wait, I was told I should be calling Sony direct. I told them what had happened with Sony and that it was their responsibility so they then called Sony while I stood there and Sony said I’d have to go home and send them the software number from the TV.

I did this and managed to get an admittedly rather rubbish photo of the fault to which Sony have now sent another email asking me to do another load of tasks and also complaining that the photo isn’t good enough!

The TV was delivered on the 8th February so I really think they may be playing for time so I have to prove the fault as it’ll be over six months?

I just want the TV repaired, replaced or refunded so what do I do now? Continue jumping through hoops for Sony or contact Currys again even though they have no intention of sorting it out?

What would happen if I went for a section 75 claim from Halifax?

Sorry this is so long, I just don’t know what to do.

pbartlett

put in a section 75 claim now. This does not prohibit you still negotiating with currys.

Your claim is against Currys, not Sony. Tell Currys you want it fixed or replaced as it is faulty - tell them you are going to your credit card as well.

lb364

pbartlett said:

put in a section 75 claim now. This does not prohibit you still negotiating with currys.

Your claim is against Currys, not Sony. Tell Currys you want it fixed or replaced as it is faulty - tell them you are going to your credit card as well.

What’s the best way of contacting Currys? In writing rather than over the phone so I have proof? They just say it’s up to Sony and repeat endlessly…

pbartlett

They are wrong - it is not up to Sony.

I have no idea how to contact Currys - they are joint top of my list of companies I would never do business with (along with Hermes) but if you can email that might be better than phone.

Tell your card company Currys sold you a faulty TV and are refusing to deal with you. Keep it simple.

JJ_Egan

Does £9 on credit car qualify ??

[Deleted User]

Yes, as long as the item was over £100 and under £30k.

lb364

pbartlett said:

They are wrong - it is not up to Sony.

I have no idea how to contact Currys - they are joint top of my list of companies I would never do business with (along with Hermes) but if you can email that might be better than phone.

Tell your card company Currys sold you a faulty TV and are refusing to deal with you. Keep it simple.

You are completely right, I got sucked in by the employee vouchers!

I’ve put in a s75 claim and emailed ‘team know how’ so I’ll update when I hear something, thanks for the responses.

lb364

One more thing, I bought the employee vouchers on a debit card with a different bank but assuming section 75 would be the better route?

MattMattMattUK

lb364 said:

One more thing, I bought the employee vouchers on a debit card with a different bank but assuming section 75 would be the better route?

It needs to be via the S75 on the credit card, there is no S75 on debit cards. Also buying vouchers would break the link even if they were purchased on credit card.

lb364

I’ve heard back from Currys after asking them to arrange a repair, refund or replacement rather than passing it on to Sony (who are also still being useless anyway):

I've reviewed this matter and noted that this was purchased back on 4th February 2021. As this is outside the returns window, the retailer would be entitled to a repair as specified in the Consumer Rights Act. Under its manufacturing warranty, our branches can assist in getting a repair booked for this. 

I understand this is not the response you were hoping for. I apologise for any further disappointment this may cause. I assure you that this process is in keeping with your rights.

Please keep us posted on this repair and let us know if you'd need anything else, so we can duly assist further. Thank you.

Like hitting my head against a brick wall! Is there any way of actually holding a company accountable for breaking the Consumer Rights Act?

pbartlett

yes, absolutely, it is called the small claims court (or moneysomethingonline)