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Faulty TV from Currys
BB78
Posts: 278 Forumite
This question has probably been asked many times before and I wasn't quite sure where to post but I need help so please be kind...
I bought a Philips 26" LCD TV from Currys 14th October 2007 (insurance claim & they sent me DSG vouchers so had to use Currys!). I was told the TV was ex-display (but receipt says Return from Service Centre) and had no remote control or instruction manual so was being sold with £100 off the original price of £399.98. I checked at the time what would happen if something went wrong with the TV and was told it was covered by a full 1 year warranty.
In November 07 the TV put itself into installers mode and after a lengthy premium rate call to Philips was told there was no way of getting out of this menu without the original remote! I relayed this to Currys who sold me a Matsui 4-in-1 remote and told me this would control all of the functions the original remote would have done… needless to say it didn’t!! I ended up spending another £24.99 online to get an original remote control because Currys Partmaster said they couldn’t get one and was told I couldn’t return the Matsui remote because I had opened the packaging.
Last month the TV developed a problem with the display (scrolling colours) I called Currys and on the 18th Jan. they sent a Tech guy round to fix it.
Last week the TV developed a new fault in that the channel number will not disappear from the top left corner and as it is an LCD will eventually burn the image into the screen. I called Currys and we tried to fix it over the phone, but as this didn’t work it was decided it was a software problem and the main board/panel(??) needed replacing, a service call was booked for today and I was told the Tech guy would have the replacement part with him to fix it.
Tech guy turned up at lunchtime (no call beforehand to tell me what time he was coming!) and he didn’t have a clue!! After 15 minutes he called someone else who talked him through reinstalling the TV from scratch; which didn’t resolve the problem. He then said the main board/panel(??) needs replacing and has to be sent off for repair and I wouldn’t be provided with a replacement. I told him I had been told he would have the part with him and he said that was wrong and all he had been sent out with was an empty box to send the part back in! He also told me that if I didn’t want to send the TV off for repair I could live with the fault! It might be nothing major but if it’s going to cause a further fault by burning the screen I want it fixed and I don’t expect to buy a new TV under warranty and then live with a fault.
I spent an hour on the phone at 5p per min being passed between Currys Tech Support and Customer Services trying to sort something out.
Currys are saying that they are doing everything they have to do by offering a repair and only once the TV has been away for more than 28 days will I be entitled to a replacement and I will not be provided with a “loan TV” while it is away.
From everything I’ve read else where there seems to be little I can do but as I explained to Currys this is the only TV in the house, I am disabled and basically rely on the TV for company (sad but true!), I subscribe to Sky which I won’t be able to watch while they have the TV and they won’t refund my subscription and I use the TV as my computer monitor, I won’t be able to access the internet and this is not an option as I have to do my weekly shopping online as I cannot get to the shops.
Although Currys are offering a repair; by taking the TV they will be causing me unacceptable inconvenience and cost, do I really have to accept a 4 month old TV which keeps developing faults and wait up to 28 days without a TV for it to be repaired or am I covered by the Sale of Goods Act to ask for a replacement?
I bought a Philips 26" LCD TV from Currys 14th October 2007 (insurance claim & they sent me DSG vouchers so had to use Currys!). I was told the TV was ex-display (but receipt says Return from Service Centre) and had no remote control or instruction manual so was being sold with £100 off the original price of £399.98. I checked at the time what would happen if something went wrong with the TV and was told it was covered by a full 1 year warranty.
In November 07 the TV put itself into installers mode and after a lengthy premium rate call to Philips was told there was no way of getting out of this menu without the original remote! I relayed this to Currys who sold me a Matsui 4-in-1 remote and told me this would control all of the functions the original remote would have done… needless to say it didn’t!! I ended up spending another £24.99 online to get an original remote control because Currys Partmaster said they couldn’t get one and was told I couldn’t return the Matsui remote because I had opened the packaging.
Last month the TV developed a problem with the display (scrolling colours) I called Currys and on the 18th Jan. they sent a Tech guy round to fix it.
Last week the TV developed a new fault in that the channel number will not disappear from the top left corner and as it is an LCD will eventually burn the image into the screen. I called Currys and we tried to fix it over the phone, but as this didn’t work it was decided it was a software problem and the main board/panel(??) needed replacing, a service call was booked for today and I was told the Tech guy would have the replacement part with him to fix it.
Tech guy turned up at lunchtime (no call beforehand to tell me what time he was coming!) and he didn’t have a clue!! After 15 minutes he called someone else who talked him through reinstalling the TV from scratch; which didn’t resolve the problem. He then said the main board/panel(??) needs replacing and has to be sent off for repair and I wouldn’t be provided with a replacement. I told him I had been told he would have the part with him and he said that was wrong and all he had been sent out with was an empty box to send the part back in! He also told me that if I didn’t want to send the TV off for repair I could live with the fault! It might be nothing major but if it’s going to cause a further fault by burning the screen I want it fixed and I don’t expect to buy a new TV under warranty and then live with a fault.
I spent an hour on the phone at 5p per min being passed between Currys Tech Support and Customer Services trying to sort something out.
Currys are saying that they are doing everything they have to do by offering a repair and only once the TV has been away for more than 28 days will I be entitled to a replacement and I will not be provided with a “loan TV” while it is away.
From everything I’ve read else where there seems to be little I can do but as I explained to Currys this is the only TV in the house, I am disabled and basically rely on the TV for company (sad but true!), I subscribe to Sky which I won’t be able to watch while they have the TV and they won’t refund my subscription and I use the TV as my computer monitor, I won’t be able to access the internet and this is not an option as I have to do my weekly shopping online as I cannot get to the shops.
Although Currys are offering a repair; by taking the TV they will be causing me unacceptable inconvenience and cost, do I really have to accept a 4 month old TV which keeps developing faults and wait up to 28 days without a TV for it to be repaired or am I covered by the Sale of Goods Act to ask for a replacement?
0
Comments
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I cant offer advice, but I do have a question.
Why cant you watch sky on a loan TV?0 -
its sounds like the op has not got a loan tv which is nothing new with curryspulliptears wrote: »I cant offer advice, but I do have a question.
Why cant you watch sky on a loan TV?0 -
kkpolobear wrote: »its sounds like the op has not got a loan tv which is nothing new with currys
ahh, misread the "wouldnt" as a "would"!0 -
I would try contacting Consumer Direct for their advice - under normal circumstances I would expect you'd have to wait, but I think given your circumstances this is an unacceptable situation to leave you in, so regardless fo the technical legal situation, they should be doing more to resolve this issue without you being so dramatically inconvenienced, and consumer direct may be able to help you to put your case to them in a way that they feel they can't ignore!
Failing that, a call to the local paper about how a large company are so unsympathetic to your position might do the trick.
http://www.consumerdirect.gov.uk/0
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