Help!! Currys wont refund faulty good

MummyOf1_2

Hi i bought a hoover under 2 months ago from them, i had it back last week because the belt had gone on it, OH was hoovering today when it started to smoke and spark. Took it to curry's who said "ah theres dirt in the filter, this is whats causing the sparking therefor we can't refund or replace the item as its customer damaged". i was furious, yeah there is slight dust but it isn't clogged to the stage where air doesn't pass, i told him i washed it regularly and he said " you can't wash them" when clearly in the instructions it tells you to.

Anyway i phoned up electrolux who said here's a code take it in store and they will replace the item for you, "seeing as its not that old it shouldn't be sparking".
So away we go back in and he didn't believe us so he phoned up electrolux to tell them it had dust in the filter, they said "we weren't aware of this, customer didn't tell us that (even though we said it had slight dust in it) and therefor withdraw the free replacement"

The boy in curry's is a D**K! i told them about sale of good act blah blah and he said the hoover would be coming out his pocket, as a consumer i feel I've been done by, I'm now left with a hoover that i can't use and its bloody dangerous especially with the motor burning and sparking, Anyone had trouble like this with curry's before and what can i do?

Thanks

littlemisscheap

email general management direct - don't waste your time with intermediate staff if you've already tried and find you're getting nowhere....

Make sure you:-

1) cc yourself & trading standards

2) enclose a scan/copy of the receipt & email letter if sending by registered post.

3) Give them a chance to respond within 14 days else you will seek legal recourse and follow up in small claims court/trading standards may help to intervene before then

Make it clear what you want eg. a new replacement or full refund for x amount - choose one and stick to it.

Do not get into explaining too much detail re:what store has said, ignore them - just say it smokes and burns, is dangerous and unfit for purpose & you want a chosen action immediately.

They have no leg to stand on so don't worry you will get your money back - as it is guaranteed for min 1yr.

PS won't hurt to cc bbc watchdog either!

Naught DSGi -

MummyOf1_2

Thanks very much, do you think you can e-mail them or best to use good old royal mail?

MummyOf1_2

anyone have an email for dsg?

philatio

Agreed.
It's been proved time and time again that the sales staff in Dixons/Currys generally haven't the foggiest about the things they sell.

You should have asked for the manager and if that hadn't got you any joy asked "can I have the contact details for your head office customer services please"

I've worked in 2 large retail chains in the past and nothing puts the fear of god into store management more than a complaint coming in from head office.

sinw

i cant stand currys they wanna sell u stuff then forget about you, no after care. My father bought a printer, it broke under warranty, i took it back they sent it off for repair. They never bothered even sending off till i checked where it was, then they sent it off rang me pick it up, fetched it out wiv no box tray missing and no print cartidges. Came back wiv a old tray and cartridges in plastic bag rammy.

I had nuf of them by this time so i told them aint havin it i want new printer, they said no, the asstnt manager argued wiv me so i told her i aint movin till i get printer and sat on floor. She said to me stay there ha. So i did discussing the issue wiv all the customers, even sales girl was shocked she said i was right got me new printer.

I complained to head office that was like knockin on wood, i had to produce reciepts for printin cost whilst printer was sittin in warehouse not been sent off, and petrol reciept. They are a disgrace.

Get in touch wiv tradin standards, go on there web site get top mans name, go sit down in shop be as loud as possible ring papers whilst u in there.

MOSTLY DONT SHOP THERE AGAIN!!!""!!!

ARGOS BETTER RETURN POLICY I FIND

GOOD LUCK U POOR THING

benjus

I had a similar saga about a bicycle from Halfords. I wanted something I could use to ride to work on every day, and what they sold me was an absolute pile of junk - always kept breaking. I brought it back several times, and each time they made out that I'd done something wrong. Each time I stood my ground and got it repaired under warranty.
After almost a year of riding it, it went wrong for the umpteenth time... I decided enough was enough. I took it to a different Halfords branch (I had moved) and asked for a full refund. The manager initially refused, but I left the bike with them and the next day she backed down and authorised the refund. I should really have insisted on a refund from the start, but all's well that ends well. I now have a "proper" bike.
Bottom line is that store staff may try to prevent you from getting your rights, and presumably hope you'll just give up and meekly accept what they say. If you stand your ground you should be able to get it sorted out... consumers in the UK are well protected by law compared with many countries.

Ice_2

I hate them I bought a fridge freezer off them in february 07 and its broke they wont refund or anything so its going to the dump and I am having to buy another one myself so I am £300 quid down from them they don't give a rats !!!! about the stuff they sell or the customers they have I for one will not be shopping with them again ever...
take to the small claims court its £30 cost...but you might get something back...

onejontwo

Ice wrote: »

I hate them I bought a fridge freezer off them in february 07 and its broke they wont refund or anything so its going to the dump and I am having to buy another one myself so I am £300 quid down from them they don't give a rats !!!! about the stuff they sell or the customers they have I for one will not be shopping with them again ever...
take to the small claims court its £30 cost...but you might get something back...

Considering your place of residence I wouldn't have thought you were in need of a freezer.....................;)

MummyOf1_2

Yeah well it was the manager who was dealing with me, i raised my voice etc told them they can have their stinking hoover, i told him im a woman and im sure i know more about hoovers than you do lol, i was told not to come back in the shop... well ill be in touch with TS as even when you spout off the SOGA (sale of goods act) it says that they have to repair or replace the good within a reasonable amount of time... the manager said to me no, doesn't apply lmao

We shall see, in future i wont be buying from there again, argos are bad but at least they believe you when you say your hoover is smoking!

gaahmad

Ice wrote: »

I hate them I bought a fridge freezer off them in february 07 and its broke they wont refund or anything so its going to the dump and I am having to buy another one myself so I am £300 quid down from them they don't give a rats !!!! about the stuff they sell or the customers they have I for one will not be shopping with them again ever...
take to the small claims court its £30 cost...but you might get something back...

Are you sure it doesn't come with 2 years warranty, the 2nd year is usually with the manufacturer.

Even if it doesn't, it should last you six years, email consumer direct, they'll tell you exactly what you need to write to the store and they'll also pass your email onto trading standards.