Advice needed for problem with Currys

I bought a 3DTV from Currys about 6 weeks ago, model number p50c680 or something like that. Now, there was a slight problem with both the 3d picture quality and also some image retention. After some reading on AVforums, I was led to believe the picture would improve over time, hence why I have waited so long to report the problem to Currys.

I phoned the supposed tech guys last week and explained the issues. I was told the TV would have to be picked up and taken away to be repaired, which I replied would not be happening as I would then be without a TV! I asked if they could get an expert on these TV's out to have a look and see what the problem was.

The guys arrived today while I was at work, so my girlfriend explained the situation about the picture and they had a look and agreed there was a problem. To my horror, my girlfriend then let them take the TV away to be repaired within the next 10 days, but anywhere up to 28 days!

After finding out what she had done I phoned Currys to ask why they had taken the TV with no replacement, to which I was given the answer that they don't give replacements? I then told them to phone the driver to get the TV back to me as I wasn't happy without a TV over the festive period.

So my question is, where do I stand now? Should Currys/Samsung replace the TV if it is faulty, which the techguy admitted it was? Is it acceptable to pay a lot of money for a faulty TV then expect not to have it for over a week while being repaired?

Apologies for the long story, but any help or advice would be appreciated. Thanks.

31 Comments

Supermod

It is not normal to get a replacement television. If the television is faulty and they need to repair it (as opposed to give you one off the shop floor) then it will take time.

I would never accept a repair on a 6 week old TV.
I would return for full refund and buy another.

Original Poster

magicjay1986

It is not normal to get a replacement television. If the television is … It is not normal to get a replacement television. If the television is faulty and they need to repair it (as opposed to give you one off the shop floor) then it will take time.



I understand you are a bit of an expert on consumer law and the likes, so I will take on board what you are saying. Is there anything I could do to get a replacement for the time my TV is away being repaired? The guy on the phone was adamant there was no chance but it doesn't seem very fair? Thanks.

Box it back up, take it back to store, speak loudly and politely to the store manager in front of other customers, making sure you explain your fault and disatisfactionand see how long it takes to et a replacement.

This method has worked for me on more than one occasion in the past.

Original Poster

DAMNOME

I would never accept a repair on a 6 week old TV.I would return for full … I would never accept a repair on a 6 week old TV.I would return for full refund and buy another.



Their reply to that was I am out with the 28 day refund/replacement period and it is now a warranty issue!

Banned

Good luck!

Thank god we ordered a TV from Tesco they sent the repair guy out and he said it was too expensive to repair.

We then got to keep the TV and got a full refund plus an extra £150 which we happily accepted.

DAMNOME

I would never accept a repair on a 6 week old TV.I would return for full … I would never accept a repair on a 6 week old TV.I would return for full refund and buy another.



totally agree. I had to return my 6 month old Dyson couple of days ago to Comet as a fault had developed and guy said "oh we need to call Dyson to see if they can authorise a repair" I said "I dont care if you need to call Santa, I want a replacement now"!!!! The shop was just mobbed cause of time of year, and in the end they gave me a new dyson.

You really need to stand your ground with these guys

thegazman

Their reply to that was I am out with the 28 day refund/replacement … Their reply to that was I am out with the 28 day refund/replacement period and it is now a warranty issue!



You have a years warranty with them

Original Poster

karaokecolin

Box it back up, take it back to store, speak loudly and politely to the … Box it back up, take it back to store, speak loudly and politely to the store manager in front of other customers, making sure you explain your fault and disatisfactionand see how long it takes to et a replacement.This method has worked for me on more than one occasion in the past.



It was bought online and it would be a lot of hassle to try box it up and get it to a store. I agree with your advice but it's just not convenient. Thanks.

Original Poster

DLM

Good luck!Thank god we ordered a TV from Tesco they sent the repair guy … Good luck!Thank god we ordered a TV from Tesco they sent the repair guy out and he said it was too expensive to repair.We then got to keep the TV and got a full refund plus an extra £150 which we happily accepted.



That sounds like a hot deal lol. Can't see that happening with Currys!

had to return a tv after 2 weeks, getting no picture, they wanted to send it away for repair. I protested and they stated it was policy, to which I replied in a very firm tone that I did not care what they got taught in the company training sessions, that it was not fit for the purpose it was sold and as part of my consumer rights I wanted a full refund, I was very determined, they relented "just this once they were making an exception" and gave me a full refund.
To be honest now you have let them take the tv, you have zero legs to stand on, you should have boxed it right back up and demanded a refund or replacement, you ARE entitled but they will do there damdest to get you to have it repaired.

thegazman

Their reply to that was I am out with the 28 day refund/replacement … Their reply to that was I am out with the 28 day refund/replacement period and it is now a warranty issue!



That is total rubbish though.
They should send someone to confirm it is faulty - which they did
Offer to fix it - which they did...
You should have refused and said item was not fit for purpose and reject goods for full refund.
Paying on credit card helps to as you get S.75 protection on top

Banned

DAMNOME

I would never accept a repair on a 6 week old TV.I would return for full … I would never accept a repair on a 6 week old TV.I would return for full refund and buy another.



SNAP

Its faulty FFS

Banned

thegazman

That sounds like a hot deal lol. Can't see that happening with Currys!



The TV only has 1 tiny dead pixel and I am watching sky news on it now.

My man was welll happy with a free TV and the extra £150.

Original Poster

Jumpingphil

Have you got the tv back now?If so, then answer #2 is your solution.If … Have you got the tv back now?If so, then answer #2 is your solution.If not, then you are stuffed for letting the tv go back.You will now have to wait for the repair.Back in my day, you would have had a replacement tv while yours is being repaired.But hey ho, it's now called progress.



It is coming back tomorrow before they send it away. I believe it is just being held in a depot overnight. What was answer 2 btw? Thanks.

DLM

Good luck!Thank god we ordered a TV from Tesco they sent the repair guy … Good luck!Thank god we ordered a TV from Tesco they sent the repair guy out and he said it was too expensive to repair.We then got to keep the TV and got a full refund plus an extra £150 which we happily accepted.



wow never heard of anything like that before. Normally its a replacement oO

this

I would return for full refund and buy another.

Original Poster

DLM

The TV only has 1 tiny dead pixel and I am watching sky news on it now.My … The TV only has 1 tiny dead pixel and I am watching sky news on it now.My man was welll happy with a free TV and the extra £150.



I bet he was. Might head off to Tesco just now and see if there are any demos for sale with a dead pixel lol.

Banned

thegazman

I bet he was. Might head off to Tesco just now and see if there are any … I bet he was. Might head off to Tesco just now and see if there are any demos for sale with a dead pixel lol.



Good idea!

Setting my alarm clock for 6am becasuse we could do with a TV in the bedroom (_;)

Original Poster

DAMNOME

That is total rubbish though.They should send someone to confirm it is … That is total rubbish though.They should send someone to confirm it is faulty - which they didOffer to fix it - which they did...You should have refused and said item was not fit for purpose and reject goods for full refund.Paying on credit card helps to as you get S.75 protection on top



I would have done the above if I was in the house. Unfortunately it was the girlfriend who just wanted them gone so she could finish watching Hollyoaks! Oh, and I did pay by credit card

An option for getting a TV while yours is away. Order a TV from currys online and pickup instore. Then take at back for a refund under DSR. Or you could just tell the store manager your plan and he may just lend you a display model for the week or so so he doesn't end up with a open box product.

I think everyone here is missing the point...

Just get yourself a new bird and you would still have a tv (don't blame currys)

Original Poster

DAMNOME

http://www.moneysavingexpert.com/shopping/consumer-rights-refunds-exchangefor those that need help



From the above article "Within six months. The shop must prove goods weren't faulty when they sold 'em – after that you must prove they were."

I can only assume image retention is a problem from the offset? If so my rights state I should demand a refund?

Original Poster

DLM

Good idea!Setting my alarm clock for 6am becasuse we could do with a TV … Good idea!Setting my alarm clock for 6am becasuse we could do with a TV in the bedroom (_;)



Mine is 24 hours so i'm on my way now You must have been one of the lucky 1's

Original Poster

GAVINLEWISHUKD

An option for getting a TV while yours is away. Order a TV from currys … An option for getting a TV while yours is away. Order a TV from currys online and pickup instore. Then take at back for a refund under DSR. Or you could just tell the store manager your plan and he may just lend you a display model for the week or so so he doesn't end up with a open box product.



Love your thinking. If they want to mess me about then this sounds like a plan.

Banned

thegazman

Mine is 24 hours so i'm on my way now You must have been one of the … Mine is 24 hours so i'm on my way now You must have been one of the lucky 1's



It's sunday

We have been quite lucky this year with freebies.

Original Poster

scoff

I think everyone here is missing the point... Just get yourself a new … I think everyone here is missing the point... Just get yourself a new bird and you would still have a tv (don't blame currys)



I almost needed to after I heard what she did! Raging is an understatement.
Edited by: "thegazman" 13th Dec 2010

Original Poster

bossyboots

totally agree. I had to return my 6 month old Dyson couple of days ago … totally agree. I had to return my 6 month old Dyson couple of days ago to Comet as a fault had developed and guy said "oh we need to call Dyson to see if they can authorise a repair" I said "I dont care if you need to call Santa, I want a replacement now"!!!! The shop was just mobbed cause of time of year, and in the end they gave me a new dyson.You really need to stand your ground with these guys



I have no problem standing my ground. I just need my TV back for some leverage lol. I have a carbon copy of the transit slip which clearly states an image retention issue. Surely this is good enough to take into store to help my cause, bearing in mind it was bought online?

Original Poster

DAMNOME

That is total rubbish though.They should send someone to confirm it is … That is total rubbish though.They should send someone to confirm it is faulty - which they didOffer to fix it - which they did...You should have refused and said item was not fit for purpose and reject goods for full refund.Paying on credit card helps to as you get S.75 protection on top



S.75?

your guarantee doesnt cover you for image retention on TVs. it can be avoided by not leaving a static image onscreen for too long and the samsungs have a screen burn protection mode that needs to be switched on.

you wont get a loan TV cos Currys offer a premium warranty service which comes with a loan tv for 10 days if yours has to be repaired. if you didnt take it, you wont get a loan tv.

they have every right to inspec the TV and see what the problem is and decide to repair or replace,whichever is more economical.

going into store and raising your voice wont get you anywhere. store staff are not authorised to do a refund for something that was delivered without an RA uplift number.
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