CURRYS - Return of faulty Hotpoint Washing Machine. Refund including delivery options question.

Jenni_D

Any legal action would have to be in her name. (And proving a claim for distress in the civil courts is notoriously difficult). Whilst you can do the filing of the claim and all the leg work, and even represent her in court as her Lay Representative (Google it), she would still need to attend any hearing.

IMHO it will be less stressful for her if you pick your battles wisely ... a full refund (less the disposal charge) would be a reasonable outcome. By all means push for the full amount but to initiate court action for a £20 difference and a difficult-to-prove distress amount would not be wise.

But that's merely my opinion.  

KitKite

Ergates said:

So, to be clear:   You bought a washing machine.  It was faulty.  An engineer has been out and confirmed that it is faulty.  You would like a refund (to which you're entitled) including delivery (to which you're entitled - up to the cost of the standard delivery cost), and the charge to dispose of your old machine (which was actually carried out successfully - so I would expect you're *not* entitled to a refund of that).  And, as well as the refund, you want more money, for your "distress" ?

If you're after advice, mine would be:   Don't be greedy.  You *might* get away with it, but then again you might not.

Thanks for your comments Ergates
On the refund side I agree that should be the total amount less 'recycling ' as suggested by yourself and others.

As for the complaint any claim of costs would be nominal based on the fifteen plus calls etc. I have had to make. Say £35 to £50 only. I have previous expressed some of the difficulties that I have had to deal with above.
Currys, like many other larger companies, I believe make it difficult by design for consumers to complain in an easy manor. For example the modern equivalent of complaining by written (and therefore your have a copy of correspondence) is email. Their is no sign of a email address on the Currys website. Webchat no copy. Limited online forms no copy. Telephone no copy. Email no.....wait they don't have one.  So its back to basics writing and sending to HQ via snail mail.
BTW. I had the opportunity to speak to Hotpoint several time on the WM problem. The contrast was the opposite. Clear line, helpful people, easy to get hold off. No complaint there.

Thanks to everyone for their input and observations.

baza52

is the £35-£50 the actual cost of the calls you made and can prove or is it a figure you plucked out of the air?
They would only refund out of pocket expenses that you can prove.