Currys Nightmare Air Conditioner unit & disability.

Vapegirlclouds

Hello,
Hope this finds you well.
We saved & purchased two Air conditioning units April this year to help with a disabling health condition I have that causes my limbs to flare with heat & pain.
We also purchased 5 years care & repair plan. My husband has Rheumatoid Arthritis.
8th September one Air con unit broke down. We phoned Currys & the automated line stated these are not fixed & to return the unit to store.
My husband is unable to physically lift the unit into the car & to the store.

We assumed it would be the same as a dishwasher repair, someone comes out & if deemed unfixable we have a replacement. 
But no.
We used Currys live chat & they also told us to contact Delonghi. 
We contacted Delonghi & they stated that it was irreparable & as we purchased care & repair it is up to Currys to sort out.

We visited the store next day & explained that we couldn't lift the unit to return to store.
They once again told us to contact Delonghi.
Gone around in circles.
I'm unable to use the phone due to a vocal disorder & relay doesn't work with Currys.
In every correspondence I've given my husbands number.
We had a reply from customer services who stated that we needed an uplift number from Delonghi. 

Delonghi stated that they have never been able to provide an Uplift number.
Back to currys.
We shared all screenshots with currys & they then said they were unable to view them..
Then we were told to phone currys again. When we did we were met with the same option.
Return to store these are not repaired. 
Honestly I think we're being fobbed off but I don't know what to do.
We are over 2 weeks since it broke down & I had an email from currys stating that they were contacting Delonghi to pick it up.
I again shared with them the screenshots stating that Delonghi said it was unfixable. 
They've replied stating the information has been added to the case.
They had the information 2 weeks ago.

I don't know what to do.
I can't believe we purchased £100 of care & repair cover & nothing is happening.
Any advice please?
It's only us, we've nobody who can lift it for us.
They've said it's past the refund time. I'll happily have a replacement, we bought it again to help manage my disability at home.
Many thanks.

molerat

How did you purchase the item and how did it get to your home ?

powerful_Rogue

Are you trying to claim under your consumer rights, under your care and repair plan or under the delonghi warranty? Seems to be mixes of all three in there.

Can you not return to store by asking a neighbour to lift it in the car for you? Could you phone a taxi company and ask them to help load it and drive you there etc?

Vapegirlclouds

molerat said:

How did you purchase the item and how did it get to your home ?

Item was delivered purchased online.

Vapegirlclouds

powerful_Rogue said:

Are you trying to claim under your consumer rights, under your care and repair plan or under the delonghi warranty? Seems to be mixes of all three in there.

Can you not return to store by asking a neighbour to lift it in the car for you? Could you phone a taxi company and ask them to help load it and drive you there etc?

It's over 30kg, taxi company won't.

I just want it sorted out, I don't care how.
With care & repair, items are repaired or replaced usually within 7 days of call out. These units are not repaired, if Currys are to replace then what we'd like is them to pick up faulty unit when the new one delivered. As they do if you buy a new fridge, they can collect the old one.
Delonghi have said its up to Currys as we purchased care & repair, to replace or refund. We've given all this info to currys & we aren't getting anywhere. 

Okell

Vapegirlclouds said:

...They've said it's past the refund time...

Well that's not true if the unit is faulty.  I'll be generous to them and ssume they are confusing their own returns scheme with what the law actually says and not that they are deliberately trying to mislead you.  (Which if they were might be a criminal offence ...)

If you bought it in April the fault must have manifested itself within 6 months of delivery to you.

Because it's within 6 months the law says that the unit is deemed to have been faulty when you bought it (unless Currys can establish otherwise) and that you are entitled to a repair or a replacement.  The relevant law is in sections 19 to 24 of the Consumer Rights Act 2015 (legislation.gov.uk).  Point this out to Currys.

If Currys can't repair it they will have to replace it - unless they are willing to pay you a full refund.  Do you want a replacement from Currys?  Strictly speaking you need to accept a replacement if they offer that over a refund, but you need to discuss it with them.

Next question is - if Currys can't fix it, do they want it back at all?  If they don't (which I think is highly unlikely) then ask them if they are happy for you to dispose of it yourselves.  If they are, arrange for your local coucil waste peeople to collect it from you.

In the more likely event that they do want it back, and you really can't do it yourselves and have nobody to assist you, then I think you'll have to get quotes from a few "man with a van" services.  Then go back to Currys and tell them that if they refuse to collect it from you then you will use one of these services and recharge currys with the cost.  Because the unit is faulty you are entitled to full refund of the purchase price and any costs you incur in returning the unit to them.  Try to persuade them that it would obvioulsy be in their best intersts to pick it up from you rather than you arranging it.

Please note:

(1)  All the above assumes the unit really is faulty

(2)  If Curry are happy for you to dispose of it the council will charge you a fee.  Tell Currys you will be recharging this fee to them.

(3)  None of the above deals with your "care and repair" package with Currys.  When you deal with them make sure they understand you are exercising your statutory consumer rights under the legislation I linked to above

(4)  Keep a detailed record of your dealings with Currys.  Names dates and times of 'phone communications or try to do it by email so there is a written record

Good luck

[Edit:  The care and repair policy might have been a waste of money unless it gives you sufficiently extra protection beyond what the law does to make the extra cost worthwhile.  Sorry...]

sheramber

Are you contacting the Care and Repair section per your agrrement?

Breakdown:

We will repair your Product in the event of breakdown due to an electrical or mechanical fault that affects the operation of the Product.

If you require support and advice if your Product isn't working, please get in touch with our team of experts (see Section J for contact details) who will try to diagnose the problem and confirm whether the fault is due to an electrical or mechanical breakdown.

If the problem is confirmed as an electrical or mechanical fault, but we can't solve the problem over the phone we will repair the Product or provide you with a Currys voucher to obtain a replacement Product in one of our stores (please note the PRoduct Replacement details and the Section B exclusions).

During the call we will advise on next steps including whether you will need to take your item to store depending on the size of the product.

Alderbank

Vapegirlclouds said:

I'm unable to use the phone due to a vocal disorder & relay doesn't work with Currys.

That is very disappointing.

Currys customer accessibility and disability support page says:

We’re here to support you.

If you have hearing and speech difficulties the Relay UK service can help you, visit www.relayuk.bt.com for more details.

https://www.currys.co.uk/customer-support-financial-wellbeing.html#AccessibilityDisabilitySupport

What exactly is the problem with Relay?
It shouldn't be necessary but as a last resort they say 
'You can also write us a letter addressed to Currys Customer Experience Team, PO Box 194, Cramlington, NE23 ODA'

born_again

Can Husband not phone?

RefluentBeans

Hi - I’m really sorry for what’s been going on. It sounds really annoying and tiring. I don’t think it’s fair to expect anyone to take back an air conditioner unit, if it weighs 30kg. I’m also fairly sure the store wouldn’t be too happy to accept a 30kg item back! 

I understand you struggle to use the phone - have you been able to speak to anyone in the store? I’m fairly sure that you can claim costs back to return the item if it’s faulty, especially as that is how you bought it. Personally, I would look at finding couriers who can do it, and get three quotes from the couriers to ship from your house to the store, and then ask what quote that Currys would be happy to pay for the return shipping. 

If you can’t go into store and speak to a human, is there anyone you trust who can act as your ‘spokesperson’ to speak to them on your behalf. You’ll likely have to authorise Currys to speak to them, but once you have they can potentially act on your behalf to organise the replacement/refund. 

Currys and Argos are very good at systematically saying ‘not our issue, speak to the manufacturer’ but given you have an added warranty, this is especially egregious. Whoever speaks to them, be sure to not accept the ‘go to manufacturer’ line, and either quote your consumer rights or their Care and Repair. Try not to mix and match law statutes and Care + Repair as that will just make the person dealing with it confused as to what procedure to use. If they ask for a reference number, remind them of either the law or terms and conditions. Whoever speaks to them (either in person or on the phone) will need a clear overview of the solution and what your preferred outcome is. 

There’s still plenty of avenues to explore, and I think you’re a way off the letter before action and small claims court, but that’s always the final option if they really are not willing to help. 

the_lunatic_is_in_my_head

Hello OP

I would Google "ceo email" and search that site for Currys, use that email address to send a very brief and polite email to say "order number, care plan number, unit not working, unable to get assistance, please help" 

In my experience they will reply and be helpful