Discussion
I bought a Toshiba 46" TV 10 months ago from Currys and it has stopped working, the sounds works fine but the panel does not light up. It would appear that this is down to the power inverter that is attached to the LCD panel. Google throws up lots of people that have had the same problem so I am not really happy about it being reparied, I would rather have a replacement instead. Now they no-longer list the model that I have on the website. Now Currys want to send out an engineer on Friday to look at the TV to make sure it is broken which is fine, but I was just wondering if anyone had any experience as to wether they will repair or replace. As it is under warranty, I would rather have a full refund as I am really not happy with the TV going wrong after 10 months. They will not do anything until the engineer has been out, so I will update from then onward.
EDIT: AH-HA! I couldn't find the right forum, thanks for moving it for me!
EDIT: AH-HA! I couldn't find the right forum, thanks for moving it for me!
Edited by Monkeydogpig on Tuesday 5th January 12:23
Had this earlier in the year with them.
3 month old telly went bang. Engineer came out and stated that it was an odd fault and they probably haven't got the bits to repair it in stock. He took it away.
They have to repair or replace within 21 days. After many calls asking if the part was in stock and being told no I demanded they replaced it as it wasn't going to be repaired within the 21 days. The answer to that was 'well sir we have upto 21 days to repair or replace'. I replied (until I was blue in the face) that the paperwork stated within 21 days and that seeing that it was the 17th day, they didn't have the item in stock and a weekend was coming up the telly wouldn't be repaired within the 21 days. They re-iterated that they had upto 21 days. I eventually got put through one of the many 'managers' and was told that if I went to the store on the 21st day they would replace it.
I went to the store on the 21st day and it took 4 hours (yes 4 hours!) for the salesman to get an authorisation code that would let him book out the new tv that was sat next me in the showroom.
Good luck with it.
3 month old telly went bang. Engineer came out and stated that it was an odd fault and they probably haven't got the bits to repair it in stock. He took it away.
They have to repair or replace within 21 days. After many calls asking if the part was in stock and being told no I demanded they replaced it as it wasn't going to be repaired within the 21 days. The answer to that was 'well sir we have upto 21 days to repair or replace'. I replied (until I was blue in the face) that the paperwork stated within 21 days and that seeing that it was the 17th day, they didn't have the item in stock and a weekend was coming up the telly wouldn't be repaired within the 21 days. They re-iterated that they had upto 21 days. I eventually got put through one of the many 'managers' and was told that if I went to the store on the 21st day they would replace it.
I went to the store on the 21st day and it took 4 hours (yes 4 hours!) for the salesman to get an authorisation code that would let him book out the new tv that was sat next me in the showroom.
Good luck with it.
Sixpackpert said:
Had this earlier in the year with them.
3 month old telly went bang. Engineer came out and stated that it was an odd fault and they probably haven't got the bits to repair it in stock. He took it away.
They have to repair or replace within 21 days. After many calls asking if the part was in stock and being told no I demanded they replaced it as it wasn't going to be repaired within the 21 days. The answer to that was 'well sir we have upto 21 days to repair or replace'. I replied (until I was blue in the face) that the paperwork stated within 21 days and that seeing that it was the 17th day, they didn't have the item in stock and a weekend was coming up the telly wouldn't be repaired within the 21 days. They re-iterated that they had upto 21 days. I eventually got put through one of the many 'managers' and was told that if I went to the store on the 21st day they would replace it.
I went to the store on the 21st day and it took 4 hours (yes 4 hours!) for the salesman to get an authorisation code that would let him book out the new tv that was sat next me in the showroom.
Good luck with it.
Deep Joy.3 month old telly went bang. Engineer came out and stated that it was an odd fault and they probably haven't got the bits to repair it in stock. He took it away.
They have to repair or replace within 21 days. After many calls asking if the part was in stock and being told no I demanded they replaced it as it wasn't going to be repaired within the 21 days. The answer to that was 'well sir we have upto 21 days to repair or replace'. I replied (until I was blue in the face) that the paperwork stated within 21 days and that seeing that it was the 17th day, they didn't have the item in stock and a weekend was coming up the telly wouldn't be repaired within the 21 days. They re-iterated that they had upto 21 days. I eventually got put through one of the many 'managers' and was told that if I went to the store on the 21st day they would replace it.
I went to the store on the 21st day and it took 4 hours (yes 4 hours!) for the salesman to get an authorisation code that would let him book out the new tv that was sat next me in the showroom.
Good luck with it.
Looks like I will have to get the little TV out the spare room for a while then...
Oh well.
Thanks for sharing your experiences.
Forgot to mention, that was with their 'Whatever Happens Warranty'. Without it there is no time limit for the repair because as I believe it just gets sent back to the manufacturer to do at their leisure.
Here's the best bit though. As the telly was only 3 months old they reimbursed practically all the balance of the warranty package. Happy days I thought, I'll upgrade to an LED version. Nope the refund of the balance came as vouchers to spend on my next warranty! Cock!
ETA: The value that I got for the vouchers did not come to the right amount for another warranty. They had stopped doing my level of cover so I had to cough up the 20 quid difference to the next level of cover but was only over 3 years instead of 4. I argued for 30 minutes with them to cover the difference themselves and after a lot of teethsucking they managed to 'meet me halfway'.
Here's the best bit though. As the telly was only 3 months old they reimbursed practically all the balance of the warranty package. Happy days I thought, I'll upgrade to an LED version. Nope the refund of the balance came as vouchers to spend on my next warranty! Cock!
ETA: The value that I got for the vouchers did not come to the right amount for another warranty. They had stopped doing my level of cover so I had to cough up the 20 quid difference to the next level of cover but was only over 3 years instead of 4. I argued for 30 minutes with them to cover the difference themselves and after a lot of teethsucking they managed to 'meet me halfway'.
Edited by Sixpackpert on Tuesday 5th January 15:51
As the TV was only 3 months old, under the Sale of Goods Act, you were entitled to a refund as well, as it's the onus of the reseller to prove the item wasn't faulty from the outset. After 6 months, the onus is on the buyer to prove.
You'd have been given a full refund on the warranty thing you bought too. Personally, I'd refuse the refund in vouchers, if no vouchers were used at the time of purchasing.
You'd have been given a full refund on the warranty thing you bought too. Personally, I'd refuse the refund in vouchers, if no vouchers were used at the time of purchasing.
PJ S said:
As the TV was only 3 months old, under the Sale of Goods Act, you were entitled to a refund as well, as it's the onus of the reseller to prove the item wasn't faulty from the outset. After 6 months, the onus is on the buyer to prove.
You'd have been given a full refund on the warranty thing you bought too. Personally, I'd refuse the refund in vouchers, if no vouchers were used at the time of purchasing.
I know that, you know that and Currys know that. I was just exhausted from 3 weeks of telephone arguments that anything would have done!You'd have been given a full refund on the warranty thing you bought too. Personally, I'd refuse the refund in vouchers, if no vouchers were used at the time of purchasing.
I tried time after time to get a full refund and was fobbed off, hung up on and pint blank refused it.
I even wrote into the head office, recorded delivery and have had not so much as a postcard from them.
s.Then I'd have got in contact with the local TS office, and had a chat with them about the matter, as well as solicitor (free 30 min chat and possibly letter from them), in relation to denying your your legal rights as a consumer.
In fact, I'd still do it now (unless this was 6 months ago), claiming how you were effectively bullied into accepting the outcome.
In fact, I'd still do it now (unless this was 6 months ago), claiming how you were effectively bullied into accepting the outcome.
Sixpackpert said:
Forgot to mention, that was with their 'Whatever Happens Warranty'. Without it there is no time limit for the repair because as I believe it just gets sent back to the manufacturer to do at their leisure.
Here's the best bit though. As the telly was only 3 months old they reimbursed practically all the balance of the warranty package. Happy days I thought, I'll upgrade to an LED version. Nope the refund of the balance came as vouchers to spend on my next warranty! Cock!
Ah the voucher thingy, I purchased a gas cooker from John Lewis with a FREE 5 year gurantee. Into year 4, a jar of fruit in some type of oil (Cosmetic only) which hat been sat next to the cooker, OK not that close, suddely cracked, and the oil seeped over the cooker.Here's the best bit though. As the telly was only 3 months old they reimbursed practically all the balance of the warranty package. Happy days I thought, I'll upgrade to an LED version. Nope the refund of the balance came as vouchers to spend on my next warranty! Cock!
No probs, cleaned it up, worked fine until the OH turned on the oven, thick smoke poured out. Call the repair guy out, told me the oil had been soaked into the heat lining of the cooker and was past economical repair, within 7 days, had a cheque for the full purchase price in my hand.
Thank you Mr Lewis.
But yes, had the voucher thingy on my tumble drier, waited for 10 days for it, in which time I had brought a new one, at least the voucher brought a nice flat screen for my PC upstairs, and some odds and ends, but bloody annoying having to wait for the voucher to come through.
Edited by Vipers on Tuesday 5th January 15:31
Hi OP.
I am an employee of DSGi (Currys).
An engineer will come out to your house, if he cannot fix it there and then then it will be taken away for repair. It will be returned to you (fixed!) within 28 days of your initial phone call.
You will not get a replacement during the time it is repaired unless you are a WhateverHappens Club member.
Hope that clears things up for you.
I am an employee of DSGi (Currys).
An engineer will come out to your house, if he cannot fix it there and then then it will be taken away for repair. It will be returned to you (fixed!) within 28 days of your initial phone call.
You will not get a replacement during the time it is repaired unless you are a WhateverHappens Club member.
Hope that clears things up for you.
Sixpackpert said:
Had this earlier in the year with them.
3 month old telly went bang. Engineer came out and stated that it was an odd fault and they probably haven't got the bits to repair it in stock. He took it away.
They have to repair or replace within 21 days. After many calls asking if the part was in stock and being told no I demanded they replaced it as it wasn't going to be repaired within the 21 days. The answer to that was 'well sir we have upto 21 days to repair or replace'. I replied (until I was blue in the face) that the paperwork stated within 21 days and that seeing that it was the 17th day, they didn't have the item in stock and a weekend was coming up the telly wouldn't be repaired within the 21 days. They re-iterated that they had upto 21 days. I eventually got put through one of the many 'managers' and was told that if I went to the store on the 21st day they would replace it.
I went to the store on the 21st day and it took 4 hours (yes 4 hours!) for the salesman to get an authorisation code that would let him book out the new tv that was sat next me in the showroom.
Good luck with it.
What's wrong with that? We do have 28 days as standard (with your WEH sub it is 21 days, or 10 days and a loan TV during repair if you were a Premier Club member).3 month old telly went bang. Engineer came out and stated that it was an odd fault and they probably haven't got the bits to repair it in stock. He took it away.
They have to repair or replace within 21 days. After many calls asking if the part was in stock and being told no I demanded they replaced it as it wasn't going to be repaired within the 21 days. The answer to that was 'well sir we have upto 21 days to repair or replace'. I replied (until I was blue in the face) that the paperwork stated within 21 days and that seeing that it was the 17th day, they didn't have the item in stock and a weekend was coming up the telly wouldn't be repaired within the 21 days. They re-iterated that they had upto 21 days. I eventually got put through one of the many 'managers' and was told that if I went to the store on the 21st day they would replace it.
I went to the store on the 21st day and it took 4 hours (yes 4 hours!) for the salesman to get an authorisation code that would let him book out the new tv that was sat next me in the showroom.
Good luck with it.
What part of that did we fail to adhere to? AFAIK, the law recommends a repair within 6 weeks. 21 days really isn't too bad considering things, and you did get a replacement in the end.
Edited by i'm no superhero on Tuesday 5th January 15:38
Sixpackpert said:
Forgot to mention, that was with their 'Whatever Happens Warranty'. Without it there is no time limit for the repair because as I believe it just gets sent back to the manufacturer to do at their leisure.
Here's the best bit though. As the telly was only 3 months old they reimbursed practically all the balance of the warranty package. Happy days I thought, I'll upgrade to an LED version. Nope the refund of the balance came as vouchers to spend on my next warranty! Cock!
The latter bit is a good will gesture.Here's the best bit though. As the telly was only 3 months old they reimbursed practically all the balance of the warranty package. Happy days I thought, I'll upgrade to an LED version. Nope the refund of the balance came as vouchers to spend on my next warranty! Cock!
If you crash your car, would you expect your car insurance company to refund you your entire insurance payments for the last year? Of course not.
i'm no superhero said:
Sixpackpert said:
Had this earlier in the year with them.
3 month old telly went bang. Engineer came out and stated that it was an odd fault and they probably haven't got the bits to repair it in stock. He took it away.
They have to repair or replace within 21 days. After many calls asking if the part was in stock and being told no I demanded they replaced it as it wasn't going to be repaired within the 21 days. The answer to that was 'well sir we have upto 21 days to repair or replace'. I replied (until I was blue in the face) that the paperwork stated within 21 days and that seeing that it was the 17th day, they didn't have the item in stock and a weekend was coming up the telly wouldn't be repaired within the 21 days. They re-iterated that they had upto 21 days. I eventually got put through one of the many 'managers' and was told that if I went to the store on the 21st day they would replace it.
I went to the store on the 21st day and it took 4 hours (yes 4 hours!) for the salesman to get an authorisation code that would let him book out the new tv that was sat next me in the showroom.
Good luck with it.
What's wrong with that? We do have 21 days (used to, now it is 28 IIRC). According to the SOGA, we must repair it "without causing significant inconveniance" and "within a reasonable amount of time".3 month old telly went bang. Engineer came out and stated that it was an odd fault and they probably haven't got the bits to repair it in stock. He took it away.
They have to repair or replace within 21 days. After many calls asking if the part was in stock and being told no I demanded they replaced it as it wasn't going to be repaired within the 21 days. The answer to that was 'well sir we have upto 21 days to repair or replace'. I replied (until I was blue in the face) that the paperwork stated within 21 days and that seeing that it was the 17th day, they didn't have the item in stock and a weekend was coming up the telly wouldn't be repaired within the 21 days. They re-iterated that they had upto 21 days. I eventually got put through one of the many 'managers' and was told that if I went to the store on the 21st day they would replace it.
I went to the store on the 21st day and it took 4 hours (yes 4 hours!) for the salesman to get an authorisation code that would let him book out the new tv that was sat next me in the showroom.
Good luck with it.
What part of that did we fail to adhere to? AFAIK, the law recommends a repair within 6 weeks. 21 days really isn't too bad considering things.
They admitted they did not have the part in stock.
They admitted that they probably would not have the part WITHIN the 21 days let alone be able to fit it.
Therefore they could not repair WITHIN the 21 days.
The word WITHIN is on the paperwork that you get with the Whatever Happens cover. Everyone I spoke to at the 'Tech Guys' kept arguing with me that they had UPTO 21 days to repair, WRONG!
The guys in Currys were actually very helpful and explained that they understood it was repair WITHIN 21 days or replace. If it could not be repaired WITHIN the 21 days then the guys at the Currys shop would have expected a replacement to be authorised before the 21 days was up. The fact that the poor manager at the Currys I went to had to spend 4 hours going round and round in circles talking to the 'Tech Guys' to get a simple RMA number to release my new (replacement) TV only serves to show what an incompetent company DSG is.
i'm no superhero said:
Sixpackpert said:
Forgot to mention, that was with their 'Whatever Happens Warranty'. Without it there is no time limit for the repair because as I believe it just gets sent back to the manufacturer to do at their leisure.
Here's the best bit though. As the telly was only 3 months old they reimbursed practically all the balance of the warranty package. Happy days I thought, I'll upgrade to an LED version. Nope the refund of the balance came as vouchers to spend on my next warranty! Cock!
The latter bit is a good will gesture.Here's the best bit though. As the telly was only 3 months old they reimbursed practically all the balance of the warranty package. Happy days I thought, I'll upgrade to an LED version. Nope the refund of the balance came as vouchers to spend on my next warranty! Cock!
If you crash your car, would you expect your car insurance company to refund you your entire insurance payments for the last year? Of course not.
i'm no superhero said:
You will not get a replacement during the time it is repaired unless you are a WhateverHappens Club member.
Hope that clears things up for you.
Unless you have paid for the top level of club member by the way. I had the 'Whatever Happens' warranty bHope that clears things up for you.
ks and I had to sit for 21 days staring at a hole where my telly used to be.Your username is very apt.
PJ S said:
As the TV was only 3 months old, under the Sale of Goods Act, you were entitled to a refund as well, as it's the onus of the reseller to prove the item wasn't faulty from the outset. After 6 months, the onus is on the buyer to prove.
That is not true. That is only if it appears faulty on/before 28 days after the purchase date. After 28 days, it is either a repair or replacement.The SOGA is not the be all and end all to ensure you get a refund if anything goes wrong within 3 months!
It is there to protect buyer and seller: it went wrong then fine, you get it repaired (or replaced/refunded within 28 days). But there is an acceptance issue here to consider: you bought that model for reason x. Therefore a repair is reasonable as it can be assumed you still want the same model. The seller also didn't HAVE to sell it to you - you bought it out of free will.
Ultimately: we sold it, it went wrong. We can assume you still want it as you chose it initially. Therefore we repair it.
Problem?
Sixpackpert said:
The extended 'Whatever Happens Warranty' states that they (you) will repair WITHIN 21 days.
They admitted they did not have the part in stock.
They admitted that they probably would not have the part WITHIN the 21 days let alone be able to fit it.
Therefore they could not repair WITHIN the 21 days.
The word WITHIN is on the paperwork that you get with the Whatever Happens cover. Everyone I spoke to at the 'Tech Guys' kept arguing with me that they had UPTO 21 days to repair, WRONG!
The guys in Currys were actually very helpful and explained that they understood it was repair WITHIN 21 days or replace. If it could not be repaired WITHIN the 21 days then the guys at the Currys shop would have expected a replacement to be authorised before the 21 days was up. The fact that the poor manager at the Currys I went to had to spend 4 hours going round and round in circles talking to the 'Tech Guys' to get a simple RMA number to release my new (replacement) TV only serves to show what an incompetent company DSG is.
Yes correct. The problem is these TechGuys are outsourced, aren't on the shop floor and are frankly fairly useless.They admitted they did not have the part in stock.
They admitted that they probably would not have the part WITHIN the 21 days let alone be able to fit it.
Therefore they could not repair WITHIN the 21 days.
The word WITHIN is on the paperwork that you get with the Whatever Happens cover. Everyone I spoke to at the 'Tech Guys' kept arguing with me that they had UPTO 21 days to repair, WRONG!
The guys in Currys were actually very helpful and explained that they understood it was repair WITHIN 21 days or replace. If it could not be repaired WITHIN the 21 days then the guys at the Currys shop would have expected a replacement to be authorised before the 21 days was up. The fact that the poor manager at the Currys I went to had to spend 4 hours going round and round in circles talking to the 'Tech Guys' to get a simple RMA number to release my new (replacement) TV only serves to show what an incompetent company DSG is.
You should have been given a replacement (I would say) if they didn't have the part in stock.
A fairly good example of poor customer service I agree, but I just wanted to clear up the company's line on things.
i'm no superhero said:
PJ S said:
As the TV was only 3 months old, under the Sale of Goods Act, you were entitled to a refund as well, as it's the onus of the reseller to prove the item wasn't faulty from the outset. After 6 months, the onus is on the buyer to prove.
That is not true. That is only if it appears faulty on/before 28 days after the purchase date. After 28 days, it is either a repair or replacement.The SOGA is not the be all and end all to ensure you get a refund if anything goes wrong within 3 months!
It is there to protect buyer and seller: it went wrong then fine, you get it repaired (or replaced/refunded within 28 days). But there is an acceptance issue here to consider: you bought that model for reason x. Therefore a repair is reasonable as it can be assumed you still want the same model. The seller also didn't HAVE to sell it to you - you bought it out of free will.
Ultimately: we sold it, it went wrong. We can assume you still want it as you chose it initially. Therefore we repair it.
Problem?
k me, do you lot have a script. That was exactly, word for word the sort of tripe I had to listen to for 21 days.i'm no superhero said:
Sixpackpert said:
Forgot to mention, that was with their 'Whatever Happens Warranty'. Without it there is no time limit for the repair because as I believe it just gets sent back to the manufacturer to do at their leisure.
Here's the best bit though. As the telly was only 3 months old they reimbursed practically all the balance of the warranty package. Happy days I thought, I'll upgrade to an LED version. Nope the refund of the balance came as vouchers to spend on my next warranty! Cock!
The latter bit is a good will gesture.Here's the best bit though. As the telly was only 3 months old they reimbursed practically all the balance of the warranty package. Happy days I thought, I'll upgrade to an LED version. Nope the refund of the balance came as vouchers to spend on my next warranty! Cock!
If you crash your car, would you expect your car insurance company to refund you your entire insurance payments for the last year? Of course not.
In the event of a car imploding of its own volution, then one would expect any warranty paid for to be returned in full upon issue of a replacement or if the buyer chose to get a refund and purchase from another car dealer.
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