Currys faulty TV

Rural_Puppy

My understanding is that you can grant them one opportunity to repair the TV. Thereafter you can choose to reject it. They may knock something off any refund for the period you have been able to use the TV. Best of luck.

lb364

I received a response from my credit card provider this morning:

The invoice supplied advises that the goods purchased “SONY - BRAVIA KD55XH9005BU 55" Smart 4K Ultra HD HDR LED TV with Google Assistant” totalled £869.00. £9 was paid via credit card and the remaining balance was paid with 5 gift cards. The merchant terms and conditions state “The card cannot be exchanged for cash”, this means that the gift cards used for the transaction do not have a monetary value. Therefore, we are unable to progress your claim further.

Is that correct or are they just trying to worm their way out of paying?

Currys and Sony are still trying to get out of repairing it. Every two days we get something else Sony want us to try which doesn’t fix the problem. Worst thing I’ve ever bought. 

born_again

lb364 said:

I received a response from my credit card provider this morning:

The invoice supplied advises that the goods purchased “SONY - BRAVIA KD55XH9005BU 55" Smart 4K Ultra HD HDR LED TV with Google Assistant” totalled £869.00. £9 was paid via credit card and the remaining balance was paid with 5 gift cards. The merchant terms and conditions state “The card cannot be exchanged for cash”, this means that the gift cards used for the transaction do not have a monetary value. Therefore, we are unable to progress your claim further.

Is that correct or are they just trying to worm their way out of paying?

Currys and Sony are still trying to get out of repairing it. Every two days we get something else Sony want us to try which doesn’t fix the problem. Worst thing I’ve ever bought. 

Interesting one..

They are right if the gift card T/C state they have no monetary value. As in effect you just bought a voucher ( which has zero cash value). Not the actual product.

I guess you could argue with them, that in that case just supply me with 5 gift cards to that value.

I think this is one that you will have to complain about, let it go to FOS, as I can see them standing their ground and get FOS to rule on it.
Will not be quick, but it's the only way.

m0bov

Take it to store and book repair? That's what they are offering?

lb364

It is tricky because of the gift vouchers but the item still cost over £100. I don’t really know where to find the full legislation or perhaps a past case to confirm either way?

I’ve put in a complaint to the FOS to see what they say. I actually thought going to the FOS would have to be mentioned in the response from Halifax but it wasn’t.

I also asked them to clarify where it backed up their decision in the legislation and their response was just to resend that original email so not very professional or helpful.

lb364

m0bov said:

Take it to store and book repair? That's what they are offering?

Currys wanted me to go to the store for the staff to book a repair with Sony over the phone. Apparently this can’t be done remotely because Currys head office have no way of contacting their stores. I think it’s the most bizarre excuse I’ve ever heard.

born_again

lb364 said:

It is tricky because of the gift vouchers but the item still cost over £100. I don’t really know where to find the full legislation or perhaps a past case to confirm either way?

I’ve put in a complaint to the FOS to see what they say. I actually thought going to the FOS would have to be mentioned in the response from Halifax but it wasn’t.

I also asked them to clarify where it backed up their decision in the legislation and their response was just to resend that original email so not very professional or helpful.

Any response in relation to a complaint should include how to take your case to FOS. 

lb364

So after weeks and weeks of Sony asking for more information, photos, telling me to press different buttons and just generally saying there was no fault with the TV they sent this:

Please, be advised this a known software issue we are fully aware of it. 

Currently our technical team are working on it to sort out the issue and, a new software update will be released. 

Once it is released, you will receive a notification on the TV to update to the latest one. 

Also, please be advised there is no time frame when the software will be released but, we can confirm or technical teams are working on it to be released as soon as possible. 

Unbelievable!

the_lunatic_is_in_my_head

lb364 said:

So after weeks and weeks of Sony asking for more information, photos, telling me to press different buttons and just generally saying there was no fault with the TV they sent this:

Please, be advised this a known software issue we are fully aware of it. 

Currently our technical team are working on it to sort out the issue and, a new software update will be released. 

Once it is released, you will receive a notification on the TV to update to the latest one. 

Also, please be advised there is no time frame when the software will be released but, we can confirm or technical teams are working on it to be released as soon as possible. 

Unbelievable!

@lb364 Excellent news! You can now go back to Currys and advise them you are entitled to exercise the final right to reject:

www.legislation.gov.uk/ukpga/2015/15/section/24/enacted

(5)A consumer who has the right to a price reduction and the final right to reject may only exercise one (not both), and may only do so in one of these situations—

(a)after one repair or one replacement, the goods do not conform to the contract;

(b)because of section 23(3) the consumer can require neither repair nor replacement of the goods; or

(c)the consumer has required the trader to repair or replace the goods, but the trader is in breach of the requirement of section 23(2)(a) to do so within a reasonable time and without significant inconvenience to the consumer.

Worth noting that depending upon the dates although you first contacted them within 6 months, if 6 months have now past at the point you actually exercise the final right to reject they can reduce the refund to account for ownership (this should be a very small amount if just over 6 months). 

Al_Ross

the_lunatic_is_in_my_head said:

lb364 said:

So after weeks and weeks of Sony asking for more information, photos, telling me to press different buttons and just generally saying there was no fault with the TV they sent this:

Please, be advised this a known software issue we are fully aware of it. 

Currently our technical team are working on it to sort out the issue and, a new software update will be released. 

Once it is released, you will receive a notification on the TV to update to the latest one. 

Also, please be advised there is no time frame when the software will be released but, we can confirm or technical teams are working on it to be released as soon as possible. 

Unbelievable!

@lb364 Excellent news! You can now go back to Currys and advise them you are entitled to exercise the final right to reject:

www.legislation.gov.uk/ukpga/2015/15/section/24/enacted

(5)A consumer who has the right to a price reduction and the final right to reject may only exercise one (not both), and may only do so in one of these situations—

(a)after one repair or one replacement, the goods do not conform to the contract;

(b)because of section 23(3) the consumer can require neither repair nor replacement of the goods; or

(c)the consumer has required the trader to repair or replace the goods, but the trader is in breach of the requirement of section 23(2)(a) to do so within a reasonable time and without significant inconvenience to the consumer.

Worth noting that depending upon the dates although you first contacted them within 6 months, if 6 months have now past at the point you actually exercise the final right to reject they can reduce the refund to account for ownership (this should be a very small amount if just over 6 months). 

Getting Currys to act on this will be a whole new ball game though,please keep us updated.