Currys won't issue an LG Approved Refund as Washing Machine is +2yrs old but with a 5yrs Warranty.

[RefusedRefundByCurrys]

I purchased a LG washing machine Nov 2018 with 5 years manufacturers warranty.

 

Nov 2020 it started getting really loud on spin, then by Dec 2020 it had a loud rattling noise. LG sent an Engineer who said it was the bearing and a new drum would need to be ordered.

 

2 cancelled appointments later and I got an email telling me the machine was beyond economical repair due to the time it had taken to repair and gave me an uplift letter for Curry's to enable me to get a refund.

 

Rang Curry's and gave them the uplift letter reference number and they said they would email me a collection date. They offered to replace with an inferior machine and I said that I would like to pay the difference for an upgraded model. They said they couldn't do that and I would have to have the money refunded back to my original payment method so I could buy the machine I wanted from somewhere else!  

 

let me get this right, you won't allow me to pay an extra £170 for the machine that I want and I have to go to John Lewis's to buy instead - yes! Great and what was the original payment method? They wouldn't tell me then laughed and hung up.

 

4 calls later after 2 further hang ups, 1 laughing then hanging up and finally spoke to someone decent who told me I would receive and email with the collection date. 1 week later still no email, another 2 calls to Currys asking them when they were going to collect the machine. Given a date of 13th February and told I would get an email.

 

13th Feb arrived and no email or communication another call and they confirmed it would be collected but couldn't give a time. Know How team collected machine and agree Customer Service were bad and how I should speak to them instead.

 

Now 6 weeks later, they have my machine back and I have been chasing every week to get my money back:

Your refund has been processed and you need to wait 14 days,

oh your refund was rejected so we need to do a manual refund that will be back in your account in 7-10 days,

oh the manual refund wasn't processed so I'll do that now and it should be in your account by 22nd March at the latest.

 

Then a call to them yesterday I was told that my refund had been refused because my machine is over 2 years old!

Hello my machine has a 5 year warranty! To say I am angry with Currys is an understatement and am so upset that I have been fobbed off so much.

 

I called LG today to ask their advice and they said they were shocked at how I had been treated by Currys and couldn't understand why they hadn't given me my money back as that is what the uplift letter is for. They also said that Currys hadn't actually returned my old machine to them yet.

 

Any advice on what I can do legally would be appreciated.

[dx100uk]

did you pay for this by your debit card par chance?

 

[RefusedRefundByCurrys]

hi I paid for it with my credit card

[dx100uk]

. brilliant...

 

contact the credit card company, they are equally responsible under section 75 of the consumer credit act.

they will either bring pressure to bear on resolving this or issue you a refund directly.

 

Section 75 and Charge Back..>Whats the difference and how to utilise them - General Retail - Consumer Action Group

 

 

 

 

[BankFodder]

Paying by credit card is always the best way to go and you should certainly contact them about this. However, it sounds a bit complicated and I'm afraid that credit card companies and finance companies are generally speaking a bit reluctant to step up to their obligations – and I expect they will be confused here that you are dealing with a two year old machine and that you are relying on the warranty et cetera rather than your statutory rights.

Do contact your credit card supplier – this is important. However, you will get more definite and quicker results by confronting Currys head-on. This means threatening and beginning a court claim very quickly.

I'm afraid that you are dealing with a company here has become a byword for poor customer service. Even when they try to get things right, as you can see they get completely tangled up in their own procedures.

We can help you if you would like to go forward with this

 

[RefusedRefundByCurrys]

I have spoken to my credit card company today about doing a section 75.  Problem I have is that Currys wouldn't send me any emails despite saying I would receive them so all contact has been over the phone.   I didn't think about taking all my paperwork into my local store but not sure if that would help.  I'm astounded they are and have bene able to get away with it.   Can you advise how you would be able to help.

[BankFodder]

One of the first things you should do is to send them an SAR. This is completely free and although it will take up to 30 days, hopefully they will send you information that will be helpful.

Are you saying that your credit card company has refused to help?

[RefusedRefundByCurrys]

The credit card company has said that I do can a Section 75 so I have completed the form and emailed that off to them this afternoon.  

 

[BankFodder]

That's good news. I'm surprised that the credit card company has appeared to be so willing – but don't count your chickens.

In the meantime I suggest that you send Curries an SAR

[Manxman in exile]

If the OP is claiming under the manufacturer's warranty, why are Currys involved at all?  Surely Currys have no responsibility for LG's warranty?  And does s75 apply to a manufacturer's warranty in the same way as it does to a purchase contract?

 

Or is the OP actually claiming their statutory rights as a consumer against Currys and, because over 6 months have elapsed since purchase, LG are merely confirming for the purpose of a claim against Currys that there was some kind of inherent fault/defect?

 

It's not clear to me what the claim is and who it is against.  (eg I can envisage situations where a purchaser may have a valid claim under a warranty but not under consumer legislation).

[AndyOrch]

Quote

You also have statutory rights that apply to everything you buy. These rights set a legal minimum and run in parallel to a warranty or guarantee. A warranty or guarantee does not replace your statutory rights.

 

https://www.which.co.uk/consumer-rights/advice/when-can-i-use-a-manufacturer-s-warranty-or-guarantee-apyZm8F75DFU

[RefusedRefundByCurrys]

There has been some progress today since I sent off an email to all of the Directors on a post I found the other day.  Hopefully this will now get resolved.   On all my calls to Customer services, no agent has ever mentioned that they did not have my card details to do the refund in fact they were able to tell me the last 4 digits but as long as this now gets resolved that is the main thing

[BankFodder]

Sounds hopeful.

Maybe you want to reply to him, if you haven't done already, and point out that no one has raised this issue of missing card details with you before.

You might also like to point out to him that the reason they are having such an exceptionally high volume of contact is because they do such a crappy job

[BankFodder]

 

More than 25,000  one star reviews…

Go figure.

[RefusedRefundByCurrys]

hi yes replied straight away telling him that.  He has replied straight back to say that Worldpay only keep card details for 2 years and again with more apologises and offering £50 goodwill gesture on top of a full refund for lack of Customer support   

Let's see how long it takes for them to refund me now