Hi We purchased a new TV online with Currys 2021 with what we thought was a 5 year guarantee.
15 months after purchasing the TV ( new years day ) the screen just went white, I contacted Currys only to be told I had not got a 5 year guarantee and would have to get in touch with Samsung who also said that I had not got a 5 year guarantee.
Samsung confirmed after several calls that the TV would need a new screen and to contact Currys as that is who I bought the TV off and ask for a replacement under the Consumer act 2019, Which of course I did.
The lady on the phone from customer services told me I would have to go into a Currys branch for them to be able to do a replacement. So off I went .
I spoke to the manager and he told me that I wouldn't just get a replacement there was a lot of form filling and it would take a while but he asked my details etc. Low and behold he said that I had a 5 year guarantee and he would arrange for the TV to be repaired.
I was told I would need to take the TV off the wall myself as they were not insured to do that. I explained that I couldn't personally take it off the wall by myself and my husband couldn't do it as he is disabled.
In the end the manager said as a goodwill gesture he and a colleague would come out on Sunday 8th January to take it off the wall for us as they would need the serial number in order to book a repair.
True to their word they came out, took the TV down and put it on my sofa. It remained there until it was picked up by the Currys team on the 12th January. ( the manager had emailed me and said the TV would be returned to us by Thursday 19th January)
On the 16th January I received a phone call form customer services saying that they needed the one connect box that went with the TV in order to start the repairs. I told them it had been given to the Currys team at the same time as they had the TV.
On Thursday the due back date I didn't hear anything about my TV so the next day I emailed the manager at the Currys branch and he said he would chase it up on my behalf.
I received a reply to say they needed a part for the one connect box and it would be fixed when they received this part. I stated that I should of received it back the day before and he quoted that was with extended warranties and not the free warranties that you get when purchasing the TV .
I asked why he had told me this as he had sent me an email confirming this. He could not answer.
Later that evening I spoke to customer services and they have confirmed that the Currys team haven't started to look at my TV yet as they had lost the one connect box.
By now I m getting very frustrated by this as we now have not had a TV for 3 weeks. I have now been passed to the Care and repair team who are meant to be investigating this.
Any thoughts or advice would be gratefully appreciated.
(Hope this helps the OP and answers with a bit of reformatting)
We purchased a new TV online with Currys 2021 with what we thought was a 5 year guarantee.
15 months after purchasing the TV ( new years day ) the screen just went white, I contacted Currys only to be told I had not got a 5 year guarantee and would have to get in touch with Samsung who also said that I had not got a 5 year guarantee.
Samsung confirmed after several calls that the TV would need a new screen and to contact Currys as that is who I bought the TV off and ask for a replacement under the Consumer act 2019, Which of course I did.
The lady on the phone from customer services told me I would have to go into a Currys branch for them to be able to do a replacement. So off I went .
I spoke to the manager and he told me that I wouldn't just get a replacement there was a lot of form filling and it would take a while but he asked my details etc. Low and behold he said that I had a 5 year guarantee and he would arrange for the TV to be repaired.
I was told I would need to take the TV off the wall myself as they were not insured to do that. I explained that I couldn't personally take it off the wall by myself and my husband couldn't do it as he is disabled.
In the end the manager said as a goodwill gesture he and a colleague would come out on Sunday 8th January to take it off the wall for us as they would need the serial number in order to book a repair.
True to their word they came out, took the TV down and put it on my sofa. It remained there until it was picked up by the Currys team on the 12th January. ( the manager had emailed me and said the TV would be returned to us by Thursday 19th January)
On the 16th January I received a phone call form customer services saying that they needed the one connect box that went with the TV in order to start the repairs. I told them it had been given to the Currys team at the same time as they had the TV.
On Thursday the due back date I didn't hear anything about my TV so the next day I emailed the manager at the Currys branch and he said he would chase it up on my behalf.
I received a reply to say they needed a part for the one connect box and it would be fixed when they received this part. I stated that I should of received it back the day before and he quoted that was with extended warranties and not the free warranties that you get when purchasing the TV .
I asked why he had told me this as he had sent me an email confirming this. He could not answer.
Later that evening I spoke to customer services and they have confirmed that the Currys team haven't started to look at my TV yet as they had lost the one connect box.
By now I m getting very frustrated by this as we now have not had a TV for 3 weeks. I have now been passed to the Care and repair team who are meant to be investigating this.
Any thoughts or advice would be gratefully appreciated.
(Hope this helps the OP and answers with a bit of reformatting)