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Currys 6 week "repair or replace" promise.


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Hello all,

 

I purchased a Television along wih the all singing all dancing "whatever happens" warranty.

 

It has had a problem now since the 19th November still unfixed. I phoned them up and arranged an engineer who came out on the 21st " i think" and then rebooked the repair so all ws going well. I recieved the phonecall the morning of the repair as promised saying he wil arrive betwen certain times and about 1 hour before his time was up he called and cancelled. So i sent this email.

 

To whom it may concern.

 

My cover plan agreement as stated in the subject. My telly stopped working 1.5 weeks ago i have had an engineer round who took some parts away with him to get replacements. i received no phone calls to update me of the progress, or lack of! I called them last night to ask again when will my set be repaired to be told they were coming out today. so i didnt book any work so i could be there to meet the engineer between 11:30 & 13:30 at just after 12:00 i received a phone call explaining that he wasn't coming after all and will have to rebook. He couldn't give me any idea of when so i have contacted the main helpdesk and they can not give me any idea of when either. if they just phone up one morning and say they are coming in 1 hour i will not be here and the cost of me taking time off "for nothing" will soon mount up enough to match that of the television purchase price. We only have 1 Tv and thought we were well covered with the "anything happens" that the Currys man swore was as good as a warranty gets. To sum it when speaking to the engineer i got the impression that he didnt seem very positive that the parts will be the solution as he stated i may end up with another telly anyway.

Please let me know where i stand. It would be nice to see some xmas telly. Thankyou,

In reply to this email i received this.

Dear Mr xxxx

 

Thank you for your email received on the 28th November 2007 regarding a fault with your television.

 

I am unable to locate an agreement with the information provided. Please confirm your full address along with any reference number you have. Once I am in receipt of this I will gladly address the issues you have raised.

 

Yours sincerely,

 

 

May not seem important at the minute but the tech guys recently have denied any fault with my telly reported until the 30th November. I sent them an email with all my details "i wont paste that one" and got this positive sounding reply from the same person.

 

Dear Mr xxxxx

 

I understand your comments concerning the television and the frustration that this has caused. The agreement provides cover for as many repairs as your television may require during the ‘life’ of the agreement. If a repair should take longer than six-weeks you are entitled to a replacement.

 

'The TechGuys' on 0844 5613333 deal with the repair of this product. Their service advisors will discuss the situation with you and advise what will next take place. If you wish to claim on the six-week rule please also mention this to The TechGuys for the authorisation of the claim.

 

We regularly review the services our customers receive from the nominated repair centres. Thank you for the information provided and please accept my apology for any inconvenience caused.

 

If you require any further advice, please contact our Customer Service Advisors on 0844 5614000.

 

Yours sincerely,

 

Your probably bored with these emails already but basically i kept them all and have sentences like the following recorded.

 

You can take advantage of the six weeks rule when and if the repair is not carried out within the time scale.

 

and also this one which made me wonder why the tech guys say that i did not report untill 30th November from "whatever happens customer support"

 

Please refer to the terms and conditions of your own agreement document for our time-scales. I can confirm that your particular cover only offers the six-week rule. This means if your product is not repaired within six-weeks, we will replace it.

 

I have today contacted out Tech Guys on your behalf. They have advised me that they are still awaiting parts from JVC for the repair of your television. As your repair was booked in on 19th November 2007, six weeks have not yet passed. I am therefore unable to assist further at this time.

I have today sent an email asking for further asistance. and when speaking to the tech guys they are saying that because an attempt to repair ny television was made that counts as a "fix" even though it was unsuccesful and they are now entitled to another 6 weeks to repair he apparent new fault which is actually the old fault..:-x

Any suggestions cause im clueless with all this.

 

 

 

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It's pretty much as they said. If you report a fault to them and the same fault has still not been resolved six weeks down the line (for example if they're awaiting parts) then you are entitled to claim under the six week rule for a replacement.

 

As it's not been six weeks yet, you can't claim yet. :)

The above post constitutes my personal opinion on the facts in the post compared with my personal knowledge of the applicable legislation. I make no guarantees of its legal accuracy. If you are in doubt seek advice of a legal professional specialising in the area concerned.

 

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I would tell the tech guys to obtain a dictionary and look at the word "fix", then refer them to the warranty. Any remedial method carried out must be of minimal inconvenience. the tech guys may be correct depending on teh wording of the warranty, but legislation - which requires minimal inconvenience - overrides any warranty.

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The thing is they know it will be 6 weeks in a few days and have said they are allowed another 6 weeks due to a failed attempt at a repair.So basically saying "on the phone" i can not claim this.

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I can only suggest two things:

1. The warranty states attempted repair as being the 6 week thingy, and not fix

2. The tech guys are fobbing you off or have no idea of what they are talking about. Can you post the warranty terms?

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Ill be happy to scan a copy on wednesday when im back in the office but the actual part in the agreement i am looking at "actual txt"

 

Replacement Product

If your product cant be repaired or if it takes longer than 6 weeks to repair you may request a replacement product.

usually the replacement product will be a new product or vouchers to purchase a product of equivalent specification. Occasionally a reconditioned product may be supplied.

If your product is replaced your coverplan ends and you will receive vouchers for the remaining value to use on the next coverplan.

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The thing is they know it will be 6 weeks in a few days and have said they are allowed another 6 weeks due to a failed attempt at a repair.So basically saying "on the phone" i can not claim this.

My guess is that is an agent who doesn't know what he's saying. AIUI, it's 6 weeks from the date you first reported the problem, to it either being repaired or replaced, provided there aren't any gaps in the history down to you not being in touch, as opposed to them not having parts etc.

 

re: the 21 days - I think it depends on the date of purchase, as to which policy (and in consequence which timescale) was sold. I do know for newer items it is clearly 21 days but the item in question may be on a policy pre-dating the change.

 

If you rang them on the 19th 6 weeks is today so I'd invoke it ASAP.

The above post constitutes my personal opinion on the facts in the post compared with my personal knowledge of the applicable legislation. I make no guarantees of its legal accuracy. If you are in doubt seek advice of a legal professional specialising in the area concerned.

 

If my post has helped you please click my scales!

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Thanks for the replies.

 

I have sent 4 emails to various people letting them know the situation hopefully i get a reply. I have even sent it to a complaints department which i have got the email to.

My agreemet clearly states 6 weeks its a new thing the 21 days, not that i expect they honour that either.

 

Is there any good retail shops around? That have a good reputation on warranties etc?

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Richer sounds offers a 5 year warranty which if not used will be refunded (subject to conditions). I have never had a problem with the stores and the staff are great usually.

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If you have a "whateverhappens" agreement (Note: not necessarily "Coverplan", "PC Performance" or "Instant Replacement") you are entitled to a replacement or vouchers valued to the original purchase price if the product cannot be repaired within 21 days. I am unsure, but the may be working days - which would put it up to 28 days in total.

 

The date is taken from the point of first contact, however be sure to obtain the person's name and a job number. There will always be a job or reference number. Also log the date and time of call.

 

It is Currys' responsibility to honour this guarantee, if they can not fix it - it's Currys' problem, not yours. You have the option to wait for longer periods of time, however after 21 days you are entitled to a replacement or vouchers.

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  • 2 weeks later...
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  • 2 months later...
If you have a "whateverhappens" agreement (Note: not necessarily "Coverplan", "PC Performance" or "Instant Replacement") you are entitled to a replacement or vouchers valued to the original purchase price if the product cannot be repaired within 21 days. I am unsure, but the may be working days - which would put it up to 28 days in total.

 

Do 'Coverplan' and 'whatever happens' overlap. Coverplan definitely states that Dixons have 6 weeks to repair or they will then send replacement or vouchers to the value of a replacement (taking into account computer depreciation!). Vouchers for whatever happens at purchade price would be preferable and Dixons' (now Curry's) failure to even reply within 6 weeks would yield c.£1000 rather than a pathetic £500 under coverplan.

 

Currys are being difficult and I am struggling to compose my first ever POC. Hopefully this will give me a confidence boost to fight ALL the injustice in my life... and the world!

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If you have a "whateverhappens" agreement (Note: not necessarily "Coverplan", "PC Performance" or "Instant Replacement") you are entitled to a replacement or vouchers valued to the original purchase price if the product cannot be repaired within 21 days. I am unsure, but the may be working days - which would put it up to 28 days in total.

 

Do 'Coverplan' and 'whatever happens' overlap. Coverplan definitely states that Dixons have 6 weeks to repair or they will then send replacement or vouchers to the value of a replacement (taking into account computer depreciation!). Vouchers for whatever happens at purchade price would be preferable and Dixons' (now Curry's) failure to even reply within 6 weeks would yield c.£1000 rather than a pathetic £500 under coverplan.

 

Currys are being difficult and I am struggling to compose my first ever POC. Hopefully this will give me a confidence boost to fight ALL the injustice in my life... and the world!

It depends what your policy says. Older policies are 6 weeks, the newer ones are 21 days.

 

AFAIK, WEH voucher value does also account for depreciation.

The above post constitutes my personal opinion on the facts in the post compared with my personal knowledge of the applicable legislation. I make no guarantees of its legal accuracy. If you are in doubt seek advice of a legal professional specialising in the area concerned.

 

If my post has helped you please click my scales!

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how can i calculate depreciation accurately as I know currys will underestimate. Also a premium computer some time ago would now be low spec but may still have premium features e.g. housing etc.

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It would be valued as the present cost of supplying a computer of the same specification, ie the costs of providing a replacement to do the same job.

The above post constitutes my personal opinion on the facts in the post compared with my personal knowledge of the applicable legislation. I make no guarantees of its legal accuracy. If you are in doubt seek advice of a legal professional specialising in the area concerned.

 

If my post has helped you please click my scales!

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  • 7 months later...

Hi emmarky

 

How was your outcome with curry's did you get this sorted in the end.

I've got the same problem going on at the moment with Curry's on two faulty TV's i purchased from them. There trying to fob me off with Vouchers for the last TV which they estimate 75% depreciation for a 18 month TV.

 

Gaz

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