Awful customer service

bluebell1974

Back on the 10th May 2026 my 5 month old Kenwood dishwasher stopped working. I contacted Currys and reported the fault. After nearly 6 weeks, two engineer visits, numerous phone calls to Currys, being passed around different departments, emails, promised call backs that never happened, a promise of an uplift number for a replacement machine, stress and inconvenience, my dishwasher is still not fixed or replaced. Yesterday I was informed that the part needed had been sourced and delivery will be 12weeks.
This is definitely not acceptable but I’m just not getting anywhere. Please help.

BlueonBlue

Well for a start dont ever use Currys again if you can help it .

They are obviously dragging this out until you give up…they will be highly practised at doing so .

Not helpful but ….

Aylesbury_Duck

Write to them and formally reject it. It's less than six months old, they've confirmed there's a fault. It's unreasonable that the repair will take in excess of 18 weeks since the fault occurred and was reported.

Did you pay by credit card? Your card provider also has liability here so you could approach them.

Okell

Follow @Aylesbury_Duck's advice.

The Consumer Rights Act 2015 gives retailers only ONE attempt either to repair or to replace faulty goods.

If that attempt fails then under s24(5)(a) you can reject the goods and claim a refund - and within 6 months of purchase that is a full refund.

If you've had two fruitless engineer's visits I'd say that counts as at least one (if not two) failed repair attempts.

Even if those don't count as failed attempts s23(2)(a) of the Act says that repairs must be done "… within a reasonable time and without significant inconvenience to the consumer…" or you are entitled to a refund.

Currys are obviously outside a reasonable time and are causing you significant inconvenience

Go back to currys and quote the legislation telling them you want a full refund within 14 days. Do this before you pass the 6 months from purchase mark

TELLIT01

Get a full cash refund, do not accept any form of voucher. Then find a reputable independent 'white goods' retailer and purchase from them. Don't be tempted to purchase on line as you could end up with similar problems to those experienced with Currys.

Ergates

If you've had two fruitless engineer's visits I'd say that counts as at least one (if not two) failed repair attempts.

I don't think an engineer visit alone would necessarily count as an attempted repair, as they'd generally need to inspect the machine to determine what the fault is - and then may not have the part they need in their van.

That obviously doesn't change that this is a totally unreasonable amount of time to repair a 5 month old appliance.

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/comment/82039016#Comment_82039016

Why does two visits automatically qualify as at least 1 repair attempt?

Certainly with most firms the first visit is simply a diagnostics and yes if its you've kinked the pipe or there was a blockage they could remove its done in one but normally if any parts are needed it'll be a second visit because companies deal with many different brands and its not realistic to carry every part for every brand and model the company deals with all the time.

Even a second visit isnt necessarily a completed attempt, we had two things wrong with a LL's fridge freezer and the first guy said up front that it'd be two visits as the guy that does the electrics is different to the guy that will re-gas it

Okell

https://forums.moneysavingexpert.com/discussion/comment/82040604#Comment_82040604

A single engineer's visit perhaps, but two?

That implies at least one failure to me

I can understand an engineer visiting once and saying "I need to order a part", but if it's not fixed by the second visit then that sounds like failure to me

Alderbank

'…I can understand an engineer visiting once and saying "I need to order a part", but if it's not fixed by the second visit then that sounds like failure to me…'

That might be your opinion but with respect what matters more is what the law says-

S24(6) and (7) of the Consumer Rights Act is a bit wordy but the essential part here is:

'There has been a repair of goods which the trader arranges to repair at the consumer's premises when the trader indicates that the repairs are finished.'

That aligns with what @Ergates says about how repairs are carried out in the real world. Nothing in CRA limiting number of visits, going out to the van for a spanner, clocking off for today and coming back to finish off next Tuesday, etc.

Of course, once the trader has indicated that the repairs are completed, if the goods still do not 'conform to contract' then the consumer immediately acquires the right to a price reduction or final right to reject.

Okell

https://forums.moneysavingexpert.com/discussion/comment/82041012#Comment_82041012

Thanks for putting me right on that.

In fact the explanatory note makes it even clearer:

"For the purposes of determining when one repair has been carried out, subsection (7) provides that, where the repair is carried out on the consumer’s premises, the repair is not complete until the trader indicates to the consumer that the repairs are finished. This means that a single repair may be carried out over more than one visit, without triggering the right to a price reduction or the final right to reject until the trader notifies the consumer that it is complete."

Of course it is still open to the consumer to argue that the length of time (at least 18 weeks) is unreasonable and is causing significant inconvenience