@curryspcworlduk Knowhow whatever happens, refusing to supply 'like' tv after damaging my old one

[Rufcut]

Please please please can you help??

 

I Purchased my TV in Aug 2007 for £1999.

Purchased Knowhow's whatever happens policy for TV in Aug 2008 at £7.99 per month.

Paid a total of £479 over the 5 years!

 

TV developed a fault and was sent off on the 19th July.

I phoned knowhow on 19th July as I was concerned with the way it was transported as PLONKED my heavy 50" Plasma TV into a case on its side

and transported it in the van on its side.

 

It was logged as a complaint (which is still ongoing).

 

I received my TV back, fault supposed to been repaired,

 

on the 26th July when I open the wrapped bubble wrap I felt that the top edges and the top of the TV frame

had deep scratches and scuffs and a big dent in the rear of the TV casing.

 

I take great care and pride in my gadgets and this cosmetic damage had not been done prior to Knowhow taking it.

 

I contacted knowhow again informing them they had cosmetically damaged my TV.

They took the TV again for investigation.

 

On the 2nd of Aug I recieved my TV back with a replaced front frame and rear case.

 

Quite impressed however, on inspecting the TV I found a dent and scuffs in the new replaced rear case of the TV.

 

Not that big so I was okish about this until I turned my TV on and

 

low and behold, this was the first time I had switched the TV on since 19th July,

the original fault I had reported and sent away for had not been repaired.

 

The original fault was red vertical, coloured horizontal lines across the TV screen which, until the TV was warm, the TV would turn its self on and off.

 

The TV was sent back for a 3rd time!

 

They had to end up writing the TV off as it was passed their 21 day policy.

 

Eventually I ended up getting a voucher code to which I took to my local Currys, happy that I was going to get a new TV,

when I was informed the value of the voucher and their supposedly equivalent like for like TV of £699 ps51f5500.

 

After an hour of disagreeing and getting no where with trying to get them to understand that the TV they were trying to replace was NOT like for like

as for starters it didn't have the same connections let alone the same amount!

Well after an hour I walked out with no TV.

 

I have phoned Samsung and they advised me that the TV Currys offered is far less inferior product

and advised that the equivalent today was a ps51f8500 at £1749 TV which is exactly what I had researched as being a replacement.

 

So far I have got no where with this.

No offer of compensation for cosmetically damaging my personal possessions.

No offer of an apology.

And no like for like offer according to Samsung themselves.

 

But the topping was the offer of a £699 TV which is what I have nearly paid in premiums alone!

 

Samsung have said it was a top end TV at the time I purchased it.

So they should replace with a top end like for like in today's equivalent which they are not honouring.

 

I am not accepting this offer so what should and can I do and where do I stand with this?

 

Please please help.

 

Oh I am severly sight impaired/Blind and my TV was a major part of my normal daily living and to have been with out for over a month now has been very hard for me. I only have a tiny bit of sight left in my left eye only and rely on larger scales to help me with my day to day activities.

 

Knowhow are fully aware of this. Many many thanks in advance for any advise anyone has got to give me as I am not accepting this offer. I am also being told by Knowhow t,hat I cannot even get my old TV back! Is this now not theft as I haven't accepted their offer and want my TV back which they are saying I can't have back now?

 

Can I not claim criminal damage for the damage knowhow caused to my own personal possessions?

 

Please please some please help not a happy bunny

Edited August 21, 2013 by citizenB
formatting

[citizenB]

Sadly we are having lots of complaints in respect of Know How. I am not quite sure what you should be doing so have flagged your thread for others to help with.

[Rufcut]

Thanks citizenB. New to posting on forums so thank you very very much! At the end of my tether, don't know what to do, stressing me out somewhat so any help/advise is appreciated at this moment in time

[dx100uk]

looking

 

dx

[Rufcut]

Thanks dx. Much appreciated

[dx100uk]

who issued the voucher please

 

and have you yet to make this query to them directly?

 

I hope labrat also sees this post.

[Rufcut]

who issued the voucher please

 

and have you yet to make this query to them directly?

 

I hope labrat also sees this post.

 

Thanks for the response dx.

 

Knowhow issued the voucher.

 

Currys have yet to activate it as I haven't accepted the offer, Currys told me the value of the voucher and the equivalent TV.

 

I have queried this with Knowhow and told them Samsung UKs advise on today's equivalent BUT still they are telling me the same.

 

In fact the offer is for an LG TV not a Samsung and when I queried this I got the same priced Samsung as the LG which has far less connections

which I did use all the connections on my old TV!

 

But the fact that they can not return my old TV to me isn't right?

 

It's still mine as I have not agreed to their equivalent replacement.

 

Thanks again at a loss what to do!!

[dx100uk]

I would think you need to remind them to confirm

WHERE in the T&C's of the whateverhappen state they can do this.

 

I doubt very much if they can

 

dx

[Rufcut]

Hi dx.

 

The T&Cs are very limited I quote

'The replacement will usually be in the form of vouchers to enable you to purchase a product of equivalent specification' from my service agreement paperwork.

 

And according to Samsung UK my old TV Samsung plasma ps50c96hd today's equivalent is a Samsung ps51f8500!

 

That's samsung telling me this and have said they would be perfectly happy in informing knowhow of this.

 

But knowhow are refusing.

 

Is this a possible small claims court thing I would have to seriously consider and would I actually have a strong case against them?

 

Thanks dx suppose I just got to keep at them?

[dx100uk]

so sumsung has written to them and told them?

 

you ARE entitled to that tv of eq spec

 

its say s so in their T&C's

 

dx

[Rufcut]

Samsung has not written to them no.

 

But the customer support guy Mustaffa at Samsung UK said that Knowhow are perfectly welcome to contact Samsung UK

and they will tell Knowhow exactly what they told me.

 

I am a Samsung registered member so all my calls are logged and recorded with Samsung UK (I was informed by Mustaffa incase I needed to take further action)

but knowhow aren't listening.

 

They keep going on about reduced manufacturing costs hence why I'm being offered a lower priced TV

and they keep arguing that the specifications are higher because its an LED LG they offered me.

They just aren't listening.

 

I don't want LED, I want a Plasma exactly like I had before.

 

I don't care about 3D and all that but they keep harping on that its got 3D etc etc.

I couldn't care less for 3D.

 

What my point is the connections the TV has and the TV they were offering has far less connections to my old TV

hence why Samsung UK have advised that Currys are wrong.

 

Think ill contact Samsung UK and ask them if they would kindly write to Knowhow with their recommendation.

 

So thanks for that dx, I will try that one

 

but yes you are right it does state equivalent specification in their T&Cs which I think I now need Samsungs backing in black n white

[dx100uk]

get Samsung to write to you with the 'evidence'

 

then fwd that to knowhow.

 

that way YOU have data trail.

 

dx

[Rufcut]

Just on it right now dx and thanks

[dx100uk]

ok

 

keep us updated

 

dx

[Rufcut]

I will keep you informed

[porkyp1g]

I understand what you are saying about not wanting an LED TV, as it isn't plasma. Some people do prefer to superior black levels on a plasma screen. I had the same issue going from plasma to LED and prefer the picture quality of my old plasma. Having said that your old TV is very aged in terms of todays TVs and most budget Samsung TVs will be better specced than your old one. In theory the Samsung ps51f4500 plasma matches the spec of your old one if you have a look.

 

http://www.currys.co.uk/gbuk/tv-dvd-blu-ray/televisions/large-screen-tvs-32-and-over/samsung-ps51f4500-51-plasma-tv-21249728-pdt.html#longDesc

 

As you will see, that costs a lot less than you have been offered. I believe that you can use the vouchers to buy anything in store, not just the set that they based the price on. I know I could when I got vouchers for a TV that got written off. So you could pick another set if you wish.

 

What ports is it that you say are missing? The only thing you will struggle to match is the scart connections, most TVs come with only 1 scart connection now (including the ps51f8500), some even come with none. Your old TV didn't have 3d (heck active TV sets likely didn't even exist when you bought your), so I am not sure why Samsung are saying the one you posted is the modern day equivelant. The only thing that is similar is the price, but that is because of the advances of technology and the extra features of the ps51f8500.

[Rufcut]

Hi Porky

Thanks for the reply! I understand that the specs on nearly all TVs nowadays have higher specs than my old did! I appriciate this BUT when my old TV had 9 video connections in from scart to DVI inputs which were all used where as the ps51f5500 has only 6 video connections! Connections are very important as I have many gadgets plugged into my my TV and now will have to consider buying extra ports for the connections that can't be used!

I'm not going to get anywhere with this and again the big companies have the consumers over a barrel customer satisfaction does not exist anymore. No more buying from Currys after my TV is replaced that's for sure!!

[Rufcut]

Spoke to knowhow and after advise from their legal team they are not going to consider an increase in the voucher value. I don't have the £ to take them to a small claims so once again the little man looses out

Back to Currys with tail between my legs and to pick a TV that I will not be happy with GUTTED oh well at least my story has got to watchdog so I will wait and find out what happens there? Thanks all bit looks like I is giving in

[porkyp1g]

If you are getting the amount originally quoted still, then I would get this TV. It's down nearly half price and looks great picture quality wise.

 

http://www.currys.co.uk/gbuk/tv-dvd-blu-ray/televisions/large-screen-tvs-32-and-over/lg-50pn650t-50-plasma-tv-21255315-pdt.html#longDesc

 

Not a Samsung, but LG are overtaking them in a big way. I switched from Panasonic to LG and haven't looked back since. Also, if you genuinely aren't interested in 3D, it would make sense. You would then have the bonus of £199 left over to treat yourself with something else. New Coffee machine, blu ray player or something else perhaps?

 

What inputs did your old TV have which you need that this one doesn't? If it's extra SCART sockets you need, then one of these will do the job quite cheaply.

 

http://www.amazon.co.uk/Silver-Scart-Splitter-Extension-sockets/dp/B001GSY70Y

[porkyp1g]

Spoke to knowhow and after advise from their legal team they are not going to consider an increase in the voucher value. I don't have the £ to take them to a small claims so once again the little man looses out

Back to Currys with tail between my legs and to pick a TV that I will not be happy with GUTTED oh well at least my story has got to watchdog so I will wait and find out what happens there? Thanks all bit looks like I is giving in

 

To be fair, most insurance only covers for the depreciated value, not the original price paid. Even if you went down the legal route, the judge would take into account how much your old set has gone down in value from the years of use you had out of it. The chances of being offered enough to afford that new £1750 set was between slim and none, purely because it is far too superior in spec in every single way. Also, you would still have a lack of inputs that you had on your old set, even with the more expensive one. So I am not sure that would solve the major problem you have with the set that was offered to you.

 

If you do go for a replacement plasma, take into account that LED TVs do have benefits as well. The main one being they are slimmer and also they cost a lot less to run. If you watch the TV a lot, then you will notice this in your electric bill.

[Rufcut]

Hi porky

 

Just got off the phone of my local Currys ready to admit defeat and ask for the specs of the £699 TV! I was happily informed by the manager that as a good will gesture they will increase the value by £500 not to the full amount of £1749 BUT an increase at that. So I am off over to Currys to do my last EVER shop at Currys. So thanks all for your advise everyone. Some sort of success

[porkyp1g]

If I'm honest that's excellent service. The store don't have to do that, but they are. You will get a tv far, far in excess of the spec of your old tv and that is not what your policy covered you for by the looks of the t&cs. It covered you for the same spec. Good job and happy tv hunting. The decision is now what to choose. I know you said you weren't interested in 3d, but you really should check out some of the passive stuff, it really is spectacular on a good quality set.

[labrat]

hi sorry only just found the thread as i was out all of yesterday

 

i know the specs they go off are often annoying

 

i know that they will not consider brand as part of the specs

 

the connections are specs however

 

for example if yours had 3 hdmi and the new one only had 2 that is an arguable downgrade, however they wont ussually pay alot for one extra connection but might add a little for a multi port hdmi switcher

 

well done for getting the extra money off it, might sound silly but sometimes its good to get one with an obscure port, we had a laptop with a mini firewire port, when it got written off we got around double the value of it as that was the only one with that port