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Hi all,
Hopefully somebody can give me some advice on my problem.
I purchased a 42" Toshiba LCD from currys back in July of this year.
The set broke on the 4 Nov and was collected on the 6th by a company Currys sent.
I have spoken to the repair company this morning asking how long for the repair I was told the part was out of stock and no idea when back in.
This made me mad I called Currys and let some steam of saying this was not acceptable being without my TV for this length of time.
All they kept saying was they have a 28 days policy and after that they can claim for another TV.
Are they correct, do i have to wait 28 days for this? I even said i would come down to the shop and scream and rant until i got a new TV they said they would call the police
If I have to wait and there is nothing i can do i will accept that and wait but i keep thinking i should not have to.
Hi all,
Hopefully somebody can give me some advice on my problem.
I purchased a 42" Toshiba LCD from currys back in July of this year.
The set broke on the 4 Nov and was collected on the 6th by a company Currys sent.
I have spoken to the repair company this morning asking how long for the repair I was told the part was out of stock and no idea when back in.
This made me mad I called Currys and let some steam of saying this was not acceptable being without my TV for this length of time.
All they kept saying was they have a 28 days policy and after that they can claim for another TV.
Are they correct, do i have to wait 28 days for this? I even said i would come down to the shop and scream and rant until i got a new TV they said they would call the police
If I have to wait and there is nothing i can do i will accept that and wait but i keep thinking i should not have to.
If you have no extended warantee, or have an old coverplan warantee, then yes, they are well within there rights to take upto 28 days to repair or replace your TV. If you have one of the newer whateverhappens agreements they have 21 days as the agreement states. You can request the issuing of replacement vouchers via the customer service line or through the store dealing with your complaint after the time is up regardless of wether the part is in stock or not.
The time period begins from the day you reported the fault, and it usualy takes about 10 days to fully issue, print and post vouchers out, they will go to the address you gave with your agreement or the one you left when you bought your TV, so if it has changed you'll need to let them know.
If you go down to the shop and scream and rant, they will update you on the status of the repair, and tell you what I've told you, over and over until they lose patients and get security or the police to kick you out. The staff are there to help, we did not make your TV faulty, we did not sell you it with the intention of it being faulty, and we certanly didn't come up with the 21/28 day rule. So please treat us with some respect and don't scream, threaten, abuse and shout at us.
Ok, now for the legal aspect, not what an employee says, amazing how often these differ when you'd think that they'd know the basics of the law!
You are entitled to have the repairs carried out within a "reasonable" time. Not 21 days if you paid for it and 28 days if you didn't, that's a policy, not a statutory right.
The problem arises with what constitutes "reasonable", and it is worked out by asking the "average" person what they think constitutes a reasonable time.
At this point, if the repair people can not give you a time estimate, then it is going to be difficult for you to argue it, as for all you or they know, the part could turn up tomorrow, and that would be reasonable. OTOH, if it doesn't turn up for another 3 weeks, it wouldn't be...
I would however argue that if the people who pay more can have their stuff replaced after 21 days, then that would constitute a "reasonable" time benchmark for anyone, so what I would advise is phone the repair people on the 20th day and ask if the parts have turned up, if they haven't, then it is obvious that the TV won't be repaired on the 21st day and I would then be saying to Curry's time's up for reasonable time, new TV please, chop chop.
Apologies to people who I was in the process of helping, I may be gone some time.
Thanks for your replies,
Renzokuken your are correct and I should not aim my anger at the staff at curry's its not there fault. I work for Viking direct selling stationery/office machines we replace any faulty item the next working day, maybe im just spoilt with the way we behave to customers.
Am I correct in saying this 28 days starts from when I first contacted curry's to notify of the fault ? and does this included weekends ?
If so I only have another week to wait before the 28days is up
.
Ok, now for the legal aspect, not what an employee says, amazing how often these differ when you'd think that they'd know the basics of the law!
I come on here to help people mate, please don't throw it back in my face with comments such as these. I'm aware of the law, I'm just telling him what currys timeframes are. If he wants to challenge them on this be my guest, maybe after so many people challenge it they'll change it because I don't think they're reasonable time frames either.
Originally Posted by imupset
Thanks for your replies,
Renzokuken your are correct and I should not aim my anger at the staff at curry's its not there fault. I work for Viking direct selling stationery/office machines we replace any faulty item the next working day, maybe im just spoilt with the way we behave to customers.
Am I correct in saying this 28 days starts from when I first contacted curry's to notify of the fault ? and does this included weekends ?
If so I only have another week to wait before the 28days is up
.
Thanks for your understanding, we really do want to help, if we weren't bogged down with so much red tape and corparate greed, we'd be able to just issue returns without fearing for our jobs if not done correctly. I had one of my colleagues in tears today because three big blokes decided to have a shouting match with her over them trying to run Auto-CAD (a very demanding program) on a cheap £400 laptop, and that really gets our backs up when she's only a small 20 year old.
And you are correct, contrary to what the techguys/whateverhappens will tell you, it's from the day you reported the fault to them not the day they collect it from you. Which is why the 2 day callout they use to advertise whateverhappens is crucial to them.
I have just had a call from the company that are repairing my TV. They said Toshiba have authorized a return as the part is going to take to long to get back in stock.
I called Curry's advise them i will be returning the TV tomorrow. My problem is I don't want the same TV if they break after 3 months.
They said i could swap for the same specs, but i want my money back and to be able to chose what ever TV i want, they said they may allow that but they will take of some value because i have been using it for 3 months.
Can they do this ?
Yes, but any value they remove would have to be very small since you only had the TV such short time.
Take value of TV on purchase.
Take the time you could reasonably expect such a TV to last taking in consideration its brand name, value and specs.
Divide the price by the time, for example £1000 / 10 (yrs) (120mths) = £8.35 (approx)/ mth. x that sum by the number of months you have had usage of TV = the amount you should be willing to accept be deducted from a settlement amount. But you might want to argue that in this instance, the TV is so new that they are just being petty and you'd like them to just give you value of TV as compensation for the hassle and the fact that you were left TV-less for weeks. (if you don't ask...) Odds are pretty good they'll give in for the sake of £30 or £40. ;-)
let us know how you get on.
Apologies to people who I was in the process of helping, I may be gone some time.
Everything worked out better than i expected, Took my TV into the store and said i was looking to buy a more expencive TV with the aftercare plan thing but wanted my wife with my to choose the tv.
I asked for vouchers and they gave me a gift card for the full value. The real good thing was Toshiba had brought out a new model and was on sale at £130 less than I paid. So I got that and still have £130 to spend on whatever I want.
Im happy.
I've been having trouble with Curry's found there very unhelpful.
As i've purchased 2 Tv's from that store, both had major faults to them both. All i get from them is the runaround, when you start mentioning legal issues with them and threat them with Court action all they say take us to Court where to big for you you wont win the day.
Bookworm: the calculation you gave out to imuput on the amount they should receive.
My case was although the screen went on my secont set after a few months i had this set for approx 18months with full cover.
What would the calculation be for £2500 TV, as the value they gave me was £789.99. I cant see this calculation Curry's gave me to be correct.
If claiming under part 5A, then be aware that the remedy is repair / replacement / refund (por-rata) in that order. You will notice that a refund is the last one. Further, it is for the seller to decide which one is most appropriate. Also, the seller cannot demand a remedy if it is les proportionate to the others.
In short, Curry's would be within their rights to provide a replacement TV rather than give a refund. But what they are entitled to do and what they CAN do are different.
All I am saying is don't think they are ripping you off by offering a replacement when they are entitled to do so.
Thanks for your reply, i went into Currys yesterday just to get this sorted out once and for all.
This is what happened in Currys yesterday.
I went upto a salesperson who was selling TV's showed him the vouchers that i had and said i would like a TV plus other items can this be done one these vouchers he said no problem. So i went ahead sorted out a TV a Blue Ray Recorder plus a new Camera plus extras. He gave me a docket to take to the till for paying plus my vouchers. Guess what they refused my vouchers, they said i needed to take out another 5 year plan. Which is all good but the 5 year plan for the tv is £219.00 i had a voucher for £344.00 which i would of lost £125.00. So not to be detered i went back to the Salesman who sold me the items, he was stunned that they refused the vouchers. He did tell me not to tell the manager what he was going to surgest, he toll me to take out a 5 year plan but to have it on easypay.
I would only be paying £10 yesterday remaining to be over 11 payments.
He also said as you have a 14 day cooling of period with the new policy you can cancil this by cancilling your direct debit and informing the company that you no longer need the policy.
I then went back to the same till, handed over the docket with the vouchers and they took all the vouchers in full.
Now how come one minute there refusing the vouchers, and 10 minutes later the taking the same vouchers.
I've been having trouble with Curry's found there very unhelpful.
As i've purchased 2 Tv's from that store, both had major faults to them both. All i get from them is the runaround, when you start mentioning legal issues with them and threat them with Court action all they say take us to Court where to big for you you wont win the day.
Bookworm: the calculation you gave out to imuput on the amount they should receive.
My case was although the screen went on my secont set after a few months i had this set for approx 18months with full cover.
What would the calculation be for £2500 TV, as the value they gave me was £789.99. I cant see this calculation Curry's gave me to be correct.
Gaz
There's no set calculation, Gaz, that's the problem. How long would any "reasonable" person expect a TV to last, depending on the make, price paid etc? Personally I'd say 8-10 years, so giving yourself room to maneuvre down, I'd say 10, this way, there's wiggle room. So Divide the price by the time, £2500 / 10 (yrs) (120mths) = £21.00(approx)/ mth. x that sum by the number of months you have had usage of TV set, if the 2nd set was a free replacement for the 1st one, then the number of months would be the time from purchase of the 1st set, if that makes sense. If you bought the 2nd set as a full purchase then you'd count the number of use that you have had off that, so 18 mths x £ 21 = £378.
This isn't a precise rule, you understand, just a way to work things out to see if you're being treated fairly or not. ;-)
Apologies to people who I was in the process of helping, I may be gone some time.
Thanks for the info, both sets was approx 18 months old on each + 3 & half years. What the paid me for after the second set was £789.99 plus the remaining policy which worked out at £344.00. I decided in the end which was against my princible to give Currys one more chance which looking at how Currys treated me yesterday should of stuck by my princible and took them to Court. Have you ever heard of the Vouchers they sent me they would not exchange for goods. I'm talking on the policy Voucher, i was in Currys 3 & half hours yesterday trying to sort this out only for a salesman to tell me a way to get round the vouchers that i managed in the end to get my goods using all the Vouchers they sent me.
Would never shop at Currys again or any of the other companies.
TV from Currys (update please help)
I called Currys and let some steam of saying this was not acceptable being without my TV for this length of time.
Reply With Quote
Originally Posted by imupset
How long would any "reasonable" person expect a TV to last, depending on the make, price paid etc? Personally I'd say 8-10 years, so giving yourself room to maneuvre down, I'd say 10, this way, there's wiggle room. So Divide the price by the time, £2500 / 10 (yrs) (120mths) = £21.00(approx)/ mth. x that sum by the number of months you have had usage of TV set, if the 2nd set was a free replacement for the 1st one, then the number of months would be the time from purchase of the 1st set, if that makes sense. If you bought the 2nd set as a full purchase then you'd count the number of use that you have had off that, so 18 mths x £ 21 = £378.