Problem with Currys PC World

robertoventana

Hi there, can anybody advise me about this issue?

Background: I purchased an LG TV from Curry’s PC World on 20th of August 2019. In July recent I noticed that the screen was displaying an increasingly blue tint. On doing some research it seems that this is a common fault with this make and model of television caused by the fitment of substandard LED backlights. Under the terms of the Sale of goods act 1979 and the consumer rights act 2015 I understand that I was entitled having the TV repaired free of charge and possibly a replacement TV.

11/07/22 I logged a call from Currys and was given a reference number. I made it clear that I was logging the call under the consumer rights act and that I did not expect to pay for any repair costs thereof. The call handler then booked me for a collection on Friday 15/07/22. Unfortunately due to a series of mistakes (polite version) by them they didn’t pick the TV up until the 1st of August.

On 02/08/22 I received a text message stating that my item had arrived at the repair centre. And I could track progress on the ‘track it’ app.

04/08/22 I logged into the app and there was a message saying ‘We need a quick catch up’ so I should call the UK contact centre 0n 0344 561 1234. I duly called the number and was informed that the TV was damaged in transit and needed some parts to repair the damage.

05/08/22 After I slept on the information I received yesterday I decided that in light of my experience with Curry’s PC World and the subsequent damage to my TV I rang the contact centre and asked that I be provided with a new TV The call handler stated that he would have to look into my request. I also asked how I could submit a formal complaint and the call handler agreed that the best way would be to write to the CEO.

I wrote to the CEO, Alex Baldock on Friday 5th of August but as of today (24th August) I have not had any response from him. I only receive messages via the track it app saying they are still sourcing parts for my TV. I have also raised the issue on Trustpilot and received an acknowledgement for PC World but to date there has been no resolution.

 And so, here is my query. Based on the fact they have openly admitted they damaged my TV in transit and the extent of the damage is not clear am I entitled to a replacement TV from PC World? If they try and return my TV having carried out repairs am I entitled to reject it on the basis that I am not confident that the TV’s performance and useful life has been comprised due to the transit damage?

SiliconChip

Well whoever told you that emailing the CEO was the best way to submit a complaint was clearly very wrong, and was probably just looking for a quick way to end the call. The correct information is here

https://www.complaintsdepartment.co.uk/currys-uk/

Alderbank

You are entitled to Currys's choice of repair or replacement. 'Replacement' means replacing your 3 year old TV with the same model of similar age (but in full working condition, of course). They could also offer a pro rata refund based on the length of time you have had use of it. A court would probably consider 50% of the price you paid would be reasonable.

Currys might offer more than your legal entitlement.

Ergates

robertoventana said:

05/08/22 After I slept on the information I received yesterday I decided that in light of my experience with Curry’s PC World and the subsequent damage to my TV I rang the contact centre and asked that I be provided with a new TV The call handler stated that he would have to look into my request. I also asked how I could submit a formal complaint and the call handler agreed that the best way would be to write to the CEO.

That is not a decision that you can unilaterally make.  Assuming Curry's accept the TV has an inherent fault (which it sounds like they may have done) then they are entitled to an attempt at repair (which can also repair the damage that occurred in transit).  If this repair is unsuccessful, then at *that* point you are allowed to reject it.  However, Curry's would still have the choice of replacement, refund, or "price reduction" (partial refund and you get to keep the TV).   However, any refund can be reduced by your usage of the item to date (which for 3 years use of a TV would be a considerable reduction).

You are not entitled to a brand new replacement TV - whilst, in theory, they *might* decide to give you one, it seems very unlikely.

robertoventana

Alderbank said:

You are entitled to Currys's choice of repair or replacement. 'Replacement' means replacing your 3 year old TV with the same model of similar age (but in full working condition, of course). They could also offer a pro rata refund based on the length of time you have had use of it. A court would probably consider 50% of the price you paid would be reasonable.

Currys might offer more than your legal entitlement.

Thanks for your advice. It is most helpful.

robertoventana

Ergates said:

robertoventana said:

05/08/22 After I slept on the information I received yesterday I decided that in light of my experience with Curry’s PC World and the subsequent damage to my TV I rang the contact centre and asked that I be provided with a new TV The call handler stated that he would have to look into my request. I also asked how I could submit a formal complaint and the call handler agreed that the best way would be to write to the CEO.

That is not a decision that you can unilaterally make.  Assuming Curry's accept the TV has an inherent fault (which it sounds like they may have done) then they are entitled to an attempt at repair (which can also repair the damage that occurred in transit).  If this repair is unsuccessful, then at *that* point you are allowed to reject it.  However, Curry's would still have the choice of replacement, refund, or "price reduction" (partial refund and you get to keep the TV).   However, any refund can be reduced by your usage of the item to date (which for 3 years use of a TV would be a considerable reduction).

You are not entitled to a brand new replacement TV - whilst, in theory, they *might* decide to give you one, it seems very unlikely.

Thanks for your advice it is most helpful.