Faulty Oven - Currys

MouldyOldDough

Update.

Because Xmas is coming and I am unsure about the reliability of the oven, I decided to try to contact Beko via livechat

To start with - it took 25 minutes of waiting for a vacant operator (moving from number 6 to number 1)

Then it took another 25 minutes to get my full "story" across - because the operator kept on disappearing for 5 minutes

I finally got to tell her exactly what I was after and she asked me my personal details and I heard no more - no response at all - and then she closed the chat after my waiting another 10 minutes ..

I AM TOTALLY DISSOLUSIONED WITH BEKO AND CURRYS - What do I do next ?

danrv

What a hassle. Made more difficult by having to make a complaint remotely.
A visit to the store and having persistent words with the manager while other customers are around can often help move things on.

MouldyOldDough

I have emailed ExecutiveCustomer.Care@beko.co.uk

grumbler

How long is the warranty? If you resort to it you may void your rights against the supplier under the Consumer Rights Act. MSE recommend to deal with the supplier, not the manufacturer, for a reason.
If you are unable to speak on the phone, have you tried Currys' live chat that I posted a link to earlier?

If you need help with delivery, returns, repairs or anything else, our Webchat will be able to help.
Our virtual assistant is available all day every day. Our UK-based support team is available: Monday — Sunday from 7am to Midnight.

If it can’t help, our support team can

If our virtual assistant can’t help, you’ll be connected to a member of our support team (available Mon - Sun from 7am to Midnight).

MouldyOldDough

grumbler said:

How long is the warranty? If you resort to it you may void your rights against the supplier under the Consumer Rights Act. MSE recommend to deal with the supplier, not the manufacturer, for a reason.
If you are unable to speak on the phone, have you tried Currys' live chat that I posted a link to earlier?

If you need help with delivery, returns, repairs or anything else, our Webchat will be able to help.
Our virtual assistant is available all day every day. Our UK-based support team is available: Monday — Sunday from 7am to Midnight.

If it can’t help, our support team can

If our virtual assistant can’t help, you’ll be connected to a member of our support team (available Mon - Sun from 7am to Midnight).

Warranty is 24 months - because I registered on line within 30 days - otherwise it would have been 12 months

not that that matters - since we've only had the oven for less than 4 months !

I tried Currys live chat and chatted with "Jocko" - this ended up like this !!

Jocko: I'm sorry, I wish I could help you with the same. However, we do not have the tools to book the repair/replacement from our end for security reasons. I would request you to walk in to any of the nearest currys store and the store team will help you with the repair/replacement.

"For security reasons..........." Yeah of course .....
He was aware that I am disabled but still expected me to walk in to my nearest currys. 

I emailed Currys CEO and head of Marketing, yesterday and have received no response from either of them

I am now running out of options

it looks as if I am going to have to resort to Citizens Advice ....or Resolver (but Currys or Beko ?)

FreeBear

MouldyOldDough said: it looks as if I am going to have to resort to Citizens Advice ....or Resolver (but Currys or Beko ?)

Currys first, and second. Your beef is with Currys, not Beko (yet).

Alderbank

grumbler said:

How long is the warranty? If you resort to it you may void your rights against the supplier under the Consumer Rights Act. 

If you need help with delivery, returns, repairs or anything else, our Webchat will be able to help.
Our virtual assistant is available all day every day. Our UK-based support team is available: Monday — Sunday from 7am to Midnight.

If it can’t help, our support team can

If our virtual assistant can’t help, you’ll be connected to a member of our support team (available Mon - Sun from 7am to Midnight).

Do you have any evidence for this?

My understanding is that warranties are always additional and can never take away from your statutory consumer rights.

grumbler

Alderbank said:

grumbler said:

How long is the warranty? If you resort to it you may void your rights against the supplier under the Consumer Rights Act. 

If you need help with delivery, returns, repairs or anything else, our Webchat will be able to help.
Our virtual assistant is available all day every day. Our UK-based support team is available: Monday — Sunday from 7am to Midnight.

If it can’t help, our support team can

If our virtual assistant can’t help, you’ll be connected to a member of our support team (available Mon - Sun from 7am to Midnight).

Do you have any evidence for this?

My understanding is that warranties are always additional and can never take away from your statutory consumer rights.

No, I don't. It's just common sense. Why would Currys be responsible for the product that has been repaired/replaced by somebody else? They would only if this repair or replacement was organised by them.

MouldyOldDough

Received a further email from currys this morning

Thank you for your email regarding your product. It has been assigned the reference number *********; please quote this number in any future correspondence.

As Beko handle repairs for this product under warranty, you maybe able to arrange a repair via their Live Chat service on their website. Please see the link below between 9AM and 5PM:

www.beko./support/customer-support#contact-us

Kind regards,

David C

Currys

This is following an email sent yesterday - informing them that beko live chat failed me

I have emailed Beko CEO [Removed by Forum Team]

ThisIsWeird

Have you tried the Beko live chat again?
I'd keep trying - you'll get a normal sympathetic and competent human at some point. Probably.