Laptop Repair credit issue/help

tristybabes

Hi

i purchased a laptop from currys for £379 in December 2019 with team know how repair/warranty at £7 a month. 

At the time of purchasing the warranty I was told that after 3 repairs OR if the laptop could not be repaired then it would be replaced with a laptop of the same specifications or if something wasn’t available then I’d be offered a higher model.

Roll on November 2021 and said laptop goes for second repair, I’m told that it’s fixed and when I go to use it, it is still not working.  Immediately I send laptop back to be told it is being replaced and they will be in touch.

after ten days of phone calls and store trips I’m finally told I’m getting a credit certificate for £379. 

This I thought at first was fine, however when I went to look at laptops I can’t find anything near the spec of my last laptop and nothing that comes absolutely close 

I appreciate the demand of laptops has gone up due to the pandemic but i fee Currys have told me one thing and I’m not getting what was agreed.

it’s been 6 weeks now and I use the laptop for work, music, gaming the lot and I don’t think I’m asking for anything more than I’m owed but over the phone customer services are telling me to basically suck it up and use the money I’ve been awarded but the store itself have said I should possibly contact my ombudsman to get this resolved as they aren’t hearing back from people above them

its getting very frustrating 

please help or advise?

Thanks 

T

MattMattMattUK

tristybabes said:

Hi

i purchased a laptop from currys for £379 in December 2019 with team know how repair/warranty at £7 a month. 

At the time of purchasing the warranty I was told that after 3 repairs OR if the laptop could not be repaired then it would be replaced with a laptop of the same specifications or if something wasn’t available then I’d be offered a higher model.

Roll on November 2021 and said laptop goes for second repair, I’m told that it’s fixed and when I go to use it, it is still not working.  Immediately I send laptop back to be told it is being replaced and they will be in touch.

after ten days of phone calls and store trips I’m finally told I’m getting a credit certificate for £379. 

This I thought at first was fine, however when I went to look at laptops I can’t find anything near the spec of my last laptop and nothing that comes absolutely close 

I appreciate the demand of laptops has gone up due to the pandemic but i fee Currys have told me one thing and I’m not getting what was agreed.

it’s been 6 weeks now and I use the laptop for work, music, gaming the lot and I don’t think I’m asking for anything more than I’m owed but over the phone customer services are telling me to basically suck it up and use the money I’ve been awarded but the store itself have said I should possibly contact my ombudsman to get this resolved as they aren’t hearing back from people above them

its getting very frustrating 

please help or advise?

Thanks 

T

What does the actual contract/agreement say, rather than the pitch the salesperson gave you? They almost always say a credit voucher or similar will be issued. 

tristybabes

Unfortunately I don’t have a copy, they’ve also changed repair company hands and “team know how” no longer exist and curry’s use somebody else. I’m unsure who.

MattMattMattUK

I suspect you are in the position of "like it or lump it", but the outcome, a full refund after nearly two years of use would be regarded as a pretty good position. The agreement will almost certainly allow them to issue you a full product refund should they choose. Also note that the policy will continue and they will keep charging you unless you cancel it.

Aylesbury_Duck

As above, if you can't access the exact policy wording, then you'll have to accept the voucher they've provided.  After two years, getting a full refund is a pretty good outcome, much more than you would have got by exercising your consumer rights, although you have of course paid out £168 in premiums.  In summary, you've had a net refund of roughly 50% for a pretty basic laptop that might have been expected to last 4-5 years, so I'd say it's about right.

arthurfowler

It's a pretty terrible outcome, when OP has outlaid £168 on this repair plan, vs the cost of the laptop. However if you'd bought a £2000 laptop, the plan would have worked out decent value. 

In the OP's case, having to wait for three repairs to be given an outcome, which would have been pretty much identical to a reduction in price according to his consumer rights - where he could have rejected after the first failed attempt with his consumer rights.

OP, if that is what you were told when you bought it, then that could be deemed to be you being misled.

Maybe call Citizen's Advice and see what you can do. https://www.citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue/
 

Alderbank

Currys keep their previous Team Knowhow T&Cs on their website for reference. Tristybabes, is this the plan you agreed to buy?

Team Knowhow - computer repair and support plan
Product replacement
If we cannot repair your Product you will be given a voucher to obtain a replacement in one of our stores. The value will be based on an equivalent or similar specification Product up to a maximum of your original Product purchase price

If so then well that's that.

I do agree with others that it seems poor value. You paid all that money but you don't even get a cash refund, just a voucher for more of Curry's merchandise.
At least if the warranty gave you a cash refund you could probably buy a year-old laptop identical to yours from Ebay and still have a bit left over to offset some of the premiums.

To be charitable to Currys, until recently year on year the same money would have bought you a better spec machine.

400ixl

What spec is the faulty machine?