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Help with Currys and washing machine

Paddy_o_furniture Avatar
8y, 10m agoPosted 8 years, 10 months ago
Bought a washing machine at the end of July 07, also took out the whatever happens coverplan. The machine went faulty on sunday gone, won't complete a wash cycle pauses half way through and won't gon any further, (you have to manully empty the water). My wife phoned currys on monday and they put her through to hoover who arranged an engineer to visit today, he did and said that it looks like the electronics need replacing and he need to order the parts. I rang whatver happens on Tuesday after reading the agreement which says that they will get an engineer within 48hrs if called before 6pm on a wednesday. Which we did, I spoke to someone who informed me the systems where down so he could not look at the fault as the system was down, I asked for a call back as soon as the systems came back up, this never happend (I took the blokes name and time of call). Anyway cut a long story short the engineer today said it could be a week or so before he gets the parts, which means I've been without a washer for the best part of two weeks, not a problem normally, but I have 2 kids with quite bad eczema and need to use non bio powder (which rules out laundrettes). Do I have any rights to take the washer back to currys for a full refund? Can I do anything about them breaking the terms of the whatver happens agreement, girl said today that it should of been escalated as we didn't get a visit within 2 days, but because the 1st bloke done nothing about it, she couldn't do nothing now as I'd already had a visit. Asked her to investigate why I wasn't called back and gave the Ops name and time of the call on tuesday. SHould I just go into Currys tomorrow and make a scene or what? Or will I have to wait the 21 days they have (from today 1st visit) to fix my machine before writing it off/refunding me. Any advice appreciated.
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Paddy_o_furniture Avatar
8y, 10m agoPosted 8 years, 10 months ago
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#1
I personally would go into Currys tomorrow, Saturdays is their buisest day they wouln't want anyone to see you complain ;-)

Good luck :thumbsup:
#2
Thats what I thought, just gonna start talking very loudly with the manager about the poor service I've had and that the service plan ain't worth the paper it's written on.
#3
Can I do anything about them breaking the terms of the whatver happens agreement


How have they done that exactly? You called, they sent an engineer over within 48 hours right?

Or did i miss something?
#4
I called Monday, I got an Engineer today Friday 2 days later than agreed in my service agreement.
#5
The machine is less than one year old. Go straight to the manufacturer. In my (LG) experience, they take a lot more notice.
banned#6
Foxy102
The machine is less than one year old. Go straight to the manufacturer. In my (LG) experience, they take a lot more notice.


Bad advice. You may well get better service (but not necessarily) but once you have done so, the company you have a contract with (ie the retailler) is now devoid of any cover that the SOGA gives you (and this could prove extremely useful at some point in the future).

If this was me, I would be marching into the shop in the morning, quoting the t&c's under which the machine has been bought and demand a refund or replacement. If they refuse, tell them you will be contacting their head office, trading standards and be returning with the machine for everyone in the shop to see and hear how they treat their customers and break terms and conditions under which they are bound.

(Let us know what shop it is - and we can all come round and give you support! ) :whistling::thumbsup:
#7
I've got work (OT tomorrow) so will have to come home and get changed out of my work clothes (branded then). Hopefully be going in for about 4ish. I wouldn't mind f it was just me and the missus but it's the kids thats bothering me. Like I said earlier they both get quite bad eczema
#8
I can only go on personal experience. When I had my first problem I called Dixons, and they put me directly through to LG. Following a chat with a very nice chap from LG I now have his direct line, full name and all the details I need for any future problems. The retailers seem to me to be a bunch of commision driven, heartless robots.
#9
I've got one of these coverplan things for my cooker and it states the same thing, that an engineer will be out within X amount of days. That is all they have to do though, make sure that an engineer comes out. Whether it can be fixed on the day or not is another matter, but the policy doesn't state that they will fix it within 2 days.

Obviously you have every right to complain that it took twice as long to get an engineer out, but I'd imagine they'll just apologise, blame their system and say that whether the engineer was there Weds or Fri, it will still take X amount of days to get the parts, and their plan doesn't state a length of time for actual repair.

I needed a new thermostat, broke the week before Christmas, engineer came out as promised but took a week to get the parts to fix it so I was without oven over Christmas. Managed to jam the turkey in the grill and use the top oven - was very snug in there :-D
#10
It states it will be repaired within 21 days or they will refund/replace the product. The 21 days only starts from the 1st engineers visit, So I could be washerless for another 3 weeks from today. Not good with youngsters
#11
Foxy102
The machine is less than one year old. Go straight to the manufacturer. In my (LG) experience, they take a lot more notice.


YOur contract is with the store, going to a manufacturer may break that contract in law.

If you paid with credit card they will have equal liability.
banned#12
Foxy102
I can only go on personal experience. When I had my first problem I called Dixons, and they put me directly through to LG..


Ah OK. If they told you to deal with them, then you must still be covered by SOGA. It would have been different if you acted on your own and ignored the retailler - which I thought you had recommended.
#13
Can I suggest that you read the agreement. The terms may state that they will get an engineer with you in 48 hours, but the small print will state that this can be affected by certain situations that may be out of their control and therefore is not binding. If you look at the terms here I would suspect that are fully covered by them.
#14
I had a whatever happens policy with my old washing machine and had to call them out a couple of times and a couple of times the engineer visit was arranged more than the 2 days stated in the agreement. What I did was call Whatever happens back straight after the visit was arranged and they would escalate it. A couple of times the engineer visit was arranged sooner and the other times I received vouchers for them not sticking to the agreement.
Did you phone straight back afterwards to say that the engineer visit was later than the 2 days or did you wait till after the visit?? If you waited will after I doubt theres much you can do as to them they might see it as you accepting the engineers visiting time to be ok??
#15
anyone find out what happened in the end then?
#16
I finished work late on Saturday, so couldn't get to currys as planned, never had a chnace up until now, however the Engineer who visited last friday still has returned, although wen I call hoover (via currys) they tell me that the parts are now in stock and awaiting for him to collect. He could turn up at my door anytime without notice. Really convienent as me and the missus both work.

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