Currys / Team Knowhow Replacement

Uli44

Hi,
I hope somebody can guide me. 
We bought a dishwasher from Curry's in February 2020 and took out a 5 year extended warranty. The first year was OK, however since March 2021 we had 4 engineers coming to repair it already. Last night it broke again! Team Knowhow said it may be better to get a replacement and said they can issue a voucher and I can buy it again. I think they are right as I'm pretty fed up with them, spending hours on the phone and having to take days off for engineers to come. The dishwasher cost about 40 GBP more now, than it did when we bought it. I don't yet know if this will be covered. However the big one is that they won't cover installation, nor recycling of the broken one?
Does that sound right??
That would mean we can't get an actual working replacement unless we spend more money with them. That was never mentioned to us before, they always just said that if they can't repair it, they would 'just' replace it.... 

Nannytone

It worked for 13 months before it broke down. If they hey offered me a full refund I'd bite their hand off. You've had the full use of a dishwasher for 13 months for £40

Uli44

I suppose I hadn't thought about it that way. We paid an additional. 85GBP for a 5 year service plan which included a replacement. When agreeing to the service plan we did it with the understanding that we won't have any unexpected bills regarding the dishwasher for 5 years. 

pinkshoes

Uli44 said:

I suppose I hadn't thought about it that way. We paid an additional. 85GBP for a 5 year service plan which included a replacement. When agreeing to the service plan we did it with the understanding that we won't have any unexpected bills regarding the dishwasher for 5 years. 

But you didn't  need to pay for that to be honest... You could have claimed under the 2015 Consumer Rights Act where goods need to be fit for purpose and last a suitable about of time.

What is the exact wording in the warranty?

You might be able to get a scrap person to come and take the old one away. And dishwashers aren't exactly hard to plumb in... plenty of simple to follow guides on YouTube.

macman

I can never work out why anyone pays out at purchase time for an additional warranty on a machine that has at least a 12m and very often a 24m warranty on it anyway. And then pays 50% more for the policy by buying it from DSG rather than direct from D&G.
Allegedly DSG make the bulk of their profits from these pointless insurance-based warranties. which is why they flog them so relentlessly on everything from a £5K TV to a £10 toaster.
Depends where you live, but around my way, a d/w or w/m left for scrap will be gone within 24 hours.

GS..

First thing I would do is to buy a new one from Tesco, Amazon or Argos who value customer service. Taking what you said at face value you have a case for a full refund and additional costs of refitting and disposal. Your trouble is Curry's, who you have zero chance of receiving any justice. Good luck in court. You have a watertight case

macman

The Op has no claim for a refund. They have been offered a voucher under the terms of the extended warranty, which means they must purchase any replacement from DSG.
Whether disposal of the old and installation of the new are included should be apparent from reading the T&C's of the extended warranty, which is presumably a standard D&G offering.

Uli44

Thanks everybody for your replies! 0I fought my way through their terms and conditions.... there isn't even any mentioning if delivery/recycling costs are covered if you need a replacement. However, on their website they advertise that delivery and recycling would be taken care of in case of replacement. I took a screenshot. Yet the customer service guy told me that delivery and recycling would never be covered and even refused to let me talk to a manager or supervisor. Really hoped the dishwasher would last longer than just two years. The reason we took the extended warranty was to have peace of mind. 

macman

Then put your claim in writing and include the screenshot you took. You'll get nowhere trying to resolve this by phone with the tier one call centre drones.