Currys - Small Claims Court

Graeme1978uk

Hi everyone,

I’ve been in a dispute with Currys regarding a faulty Sony TV for about 5 months. I’ll try to keep the detail light otherwise the post will be ridiculously long, so if anybody wants more detail on a particular aspect do ask.

I purchased a Sony TV in November 2018 that was advertised with a 5-year guarantee. In September / October 2022 the TV developed a panel fault. Currys have had me going round in circles for months and I’m at the end of my tether with them.

Currys initially told me that the guarantee was managed by Sony, but when I logged the issue with them they advised me in writing on several occasions that Currys were not participating in any 5-year guarantee promotion at that time and that the responsibility is with Currys.

I have been passed around various Currys support teams over the last few months. I’m talking dozens of phone calls, at least 10 visits to the local store and  about 50 Twitter messages.

I have acceptance from both Currys Customer Services and my local store that the TV was sold with a 5-year guarantee, my local store have even issued me with a printout showing their yearly list from 2018 of which TV’s were sold with 5-year guarantees and my set is listed, but the only teams within Currys that can book a repair insist no guarantee exists.

On 31st January I issued a letter to Currys head office giving them 28 days to resolve the issue to my satisfaction. I stated that if they did not do so, I would arrange my own private repair via North West Appliance Repairs (Sony UK’s approved repairer) and if the TV is deemed by them as not economically viable to repair (which Sony advised me was likely) then I would purchase a like-for-like equivalent TV, and recover all of my costs plus fees via the Small Claims Court.

I received a written response to that letter today, I have to wonder if they even read my letter. They just blanket stated that they do not provide 5-year guarantees on Sony TV’s and the responsibility is with Sony.

It looks to me like I’m flogging a dead horse with Currys, and have been for several months now. I just wondered was I doing the right thing and would my small claim stand a good chance of being successful? I honestly can’t believe how bad Currys have been.

Thanks in advance

born_again

What do the warranty documents you have say?
As they must have who is responsible for supplying the warranty.

Graeme1978uk

born_again said:

What do the warranty documents you have say?
As they must have who is responsible for supplying the warranty.

There wasn’t any specific warranty documents issued. We have our E-mail receipt from Currys but it doesn’t say anything specific about the warranty.

The product page at the point of sale stated “5 Year Guarantee included” and the set was registered with Sony upon purchase.

macman

I doubt DSG will even defend the case. Just go ahead with your claim as you said you would after 28 days. If you can show the judge documentary evidence of the 5 year warranty, I don't see how you can lose.
And, next time, purchase from RS: with them you get a 6 year warranty as standard.

Graeme1978uk

macman said:

I doubt DSG will even defend the case. Just go ahead with your claim as you said you would after 28 days. If you can show the judge documentary evidence of the 5 year warranty, I don't see how you can lose.
And, next time, purchase from RS: with them you get a 6 year warranty as standard.

Yep, the TV in question is the bedroom TV otherwise I probably wouldn’t have let them get away with it for so long.

My main TV is an LG C1 and did come from RS

Alderbank

macman said:

 If you can show the judge documentary evidence of the 5 year warranty, I don't see how you can lose.

That seems to be the problem, the OP does not have any evidence

DullGreyGuy

macman said:

I doubt DSG will even defend the case. Just go ahead with your claim as you said you would after 28 days. If you can show the judge documentary evidence of the 5 year warranty, I don't see how you can lose.
And, next time, purchase from RS: with them you get a 6 year warranty as standard.

I agree on the first part but not sure the OP has evidence of the fact they had a warranty let alone what the terms of the warranty were... all they have is a sales page from the same year, doesn't mean the promo was running on the day of the sale, that the OP followed any instructions to claim the warranty nor what it did/didnt cover.

To the OP - have you had anyone actually look at it to confirm the fault? Had a report to confirm the problem and cost of repair?

Graeme1978uk

DullGreyGuy said:

To the OP - have you had anyone actually look at it to confirm the fault? Had a report to confirm the problem and cost of repair?

Sony did some initial diagnostics and asked me to send close up images of the panel fault. They advised that the TV would need to come in for a replacement panel or replacement TV if a panel was no longer available. It was only at this point that they checked their warranty status and advised Currys had not participated in the 5-year guarantee at that time.

born_again

So when you registered the TV with Sony. What time frame did that give on the warranty?

While Currys might not contest. You then only get a default win & then have to chase to get any funds from them. Given that the TV is over 4 years old. The claim will not be that big will it?
No mention of TV cost.

I'm with @Alderbank Just what proof do you have of the 5 year warranty?

Gavin83

It seems pretty clear the guarantee should be with Sony but for whatever reason this wasn't setup with Currys. What are the terms of the guarantee with Sony you should have had? These terms are important as potentially you could hold Currys liable for whatever those terms are. However you can't claim for more than the terms you should have had. For example if the guarantee doesn't allow for a 'like for like' replacement then you can't claim this. I would expect any judge in a court case to ask for this information and if you don't have it they might well throw the case out.

I assume you've told Currys that Sony have stated no such guarantee exists. What did they say?

Graeme1978uk

born_again said:

So when you registered the TV with Sony. What time frame did that give on the warranty?

While Currys might not contest. You then only get a default win & then have to chase to get any funds from them.

I'm with @Alderbank Just what proof do you have of the 5 year warranty?

It doesn't say anything on the Sony registration page. Just the purchase date, serial number and purchase location.

As for proof, I suppose I accept that it is limited. I have a Twitter message from a Currys customer services that confirms the guarantee is 5 years, I have written confirmation from the store of all TV's from their 2018/2019 range that had a 5 year guarantee included and my model is listed, and if I speak to any member of their Customer Services team they will acknowledge that the guarantee is 5 years. The issue arises when their Technical Support team attempt to book the repair in that the guarantee does not show.