High street Retailer - TV After Sales Problem

[janichblue]

I purchased a large screen tv 15 months ago from Currys, the electrical retailer. I did not want their extended warranty agreement (rip-off) but obtained absolute assurance that if it went wrong after guarantee period then they would come to my house and do a chargeable repair.

 

They now say they have stopped doing home repairs and I must send it back to them (they in fact collect it for £100). They then assess the repair and then give you a cost of repair. This whole process would mean my tv will be away for between 2 - 6 weeks. (It is actually working in part so watchable on limited channels).

 

Question: Have I got a case against them? I only purchased the TV on the assurance they would repair in home if it went wrong and now they will not honour that agreement? I particularly requested this assurance because I was aware that independant tv repairers will not come out for big-screen tvs unless you have purchased it from them. I have also determined that their salespeole will tell you anything you want to hear to sell their tvs.

 

I am thinking of going to the Small Claims Court on the basis of them breaking our contract. Would be grateful for some comments, advice etc.

Edited August 16, 2009 by saintly_1
forgot something

[Guest Old_andrew2018]

Hi

Acouple of questioins, do you have evidence of home repair option, and have you considered your rights under the SOGA, its not unreasonable to expect a tv to last longer than 15 months.

 

Andy

[gyzmo]

What they said then would now be an offence possibly.

 

As Old Andrew has stated, you should expect a TV to last longer than 15 months and could claim a free repair under s. 14 of Sale of Goods Act.

 

try contacting the shop manager. If he refuses to deal rport to Consumer Direct and also put in a written complaint to head office.

[janichblue]

Thanks both. I do not have 'evidence' as it was verbal only. Perhaps the SoGA might add to my case but I had not thought of this and don't really know how it might apply to me... can u advise?

 

The store manager was a saga in itself! I went to local store when this started and the manager told me I had to obtain an independant engineers report to detail the actual problem and then head office would consider if they would look at it. I pointed out this had not been mentioned to me when I purchased the tv as being a requirement. I also told him that I could not get through to Currys on any of their phone no's. He offered to get thru for me there and then which I took him up on.

 

He put the phone on loud speaker and after 5 mins of going thru press this button and press that button (exactly the same messages I had got countless times) a message said: "if you have a screen tv larger than 23" which is OUT of guarantee, press button X". Bearing in mind, everytime I had tried this it was engaged, he pressed the button and it started ringing!

 

He smiled at me and said would you like to speak to them? I said, Yes. I told the lady on the other end of the phone that I had "a large screen.......OUT ouf guarantee etc.... She immediately then said "we don't repair them"! (despite their message) I asked her what I should do... she told me to contact the local store manager who would sort it out! With this I called the manager back over, gave him the phone and after a couple of minutes I literally left them 'arguing' with each other over whose responsibility this was. It never got resolved and hence I am now where I am.

 

Bearing in mind that even if I could get en independant tv engineer to give me a report it could cost probably anythng between £40-£100 and the final outcome would be in the hands of Currys as to whether they decided to repair or not. I assume this report might determine if it was a manufacturers fault or not. If so then down to Currys (SoGA?) if not then down to me but I am back to my tv going away again for 2-6 weeks and not home repair as promised at time of purchase.

[gyzmo]

Well the home repair was a promise but as said, proving it is difficult.

 

I would contact Consumer Direct or your local Trading Standards officer, mentioning specifically that you have spoken to a manager who has told you its not their responsibility.

[raydetinu]

put it writing to branch and head office and quote SOGA, giving chronological history of dates and discussions you have had with shop etc. and give them 14 days to respond. then send them a LBA ( letter before action ) giving them another 14 days to respond saying you will take them to court.

[saintly_1]

Thread moved to currys forum

[janichblue]

Hi All

 

just to say that this never went to court as Currys settled a week before the case date. I agreed £1000.00 and received a cheque a few within a few days. I made direct contact with their solicitor for my case and he was very reasonable and understood the frustrations I had experienced. He knew they never had a case so it was a win-win outcome.

[saintly_1]

What a good result

 

Thank you for updating us

 

Thread title amended

[gyzmo]

He knew they never had a case so it was a win-win outcome.

 

Makes me wonder why then he allowed it to go to court rather than settle.

 

Another example of corporations making life difficult for the sake of it.

 

Glad it's sorted though.