Currys PC World

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Marlon Scott's complaint against Currys PC World

Marlon Scott West

11/12/2015

Warrianty & Customer Services

Complaint against Currys PC World

Bought a new Hotpoint Aqualtis AQ113F497E Washing Machine from Currys Online Services. Initially a good smooth service, delivered on time and the delivery staff very polite. However that was until 7 weeks later when I heard an explosion in my kitchen and hence to find a flooded kitchen I contacted customer services. I was advised it was not Currys responsibility and put me through to Hotpoint. I booked a day off work for an engineer and he attended, explaining I need a new drum and again promptly booked me in a week later to fit it. Luckily my manager was understanding and let me cancel my clinic to book the day off. Unfortunetly he attended today, with the wrong drum? Obviously I was not happy and contacted Trading Standards who put me through to CAB. What I did not realise is that Hotpoint ARE NOT responsible for the repair but rather Currys? As I have a contract with them under the Sales of Goods Act (1979). I was advised to contact Currys and my experience was appalling. Firstly I was told I bought the product prior to October 2015 and I NO rights under the new customers act? which I explained that I do know my rights under the Sales of Goods Act and never mentioned anything to do with the Consumers Act. At this point I quickly realised I was talking to wrong person and requested to speak to either a team leader or manager which was refused. She contacted Hotpoint when I asked for replacement and then told me I was not entitled to replacement for another 21 days as goes off the first home contact from an engineer even though this will be my 3rd week with no Washing Machine. Obviously Currys are above the law as they do not implement the Sales of Goods Act (1979) especially the part of "within a reasonable time but without causing significant inconvenience". I feel 41 days is Not a reasonable time, being a qualified a nurse and cancelling clincs for yet another engineer, having 2 young daughters with daily washing is a massive inconvenience not just for myself but others as well. To add salt to the wound or in my case Iodine, the customer advisor explain if I have taken out Currys Homeplan initially it would have been repaired in 5 working. To conclude I believe that Currys is performing a criminal restriction of my Statuary Rights moreover by not taking any responsibility and blaming Hotpoint.

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Currys PC World failed to resolve this complaint

  • Comments (10)

TEAM KNOWHOW | | VERIFIED

Hi Marlon. After the first 30 days of ownership we would advise of a repair to any electrical product where possible. This would involve an engineer attending your preoperty yo firstly diagnose the fault and then affect any required repairs. Under a standard manufacturers warranty we would allow Hotpoint a reasonable amount of time to repair (This would generally considered to be 28 days). Should a repair exceed this timescale a replacement will be provided via your local store. - Richard

TEAM KNOWHOW | | VERIFIED

Hi Marlon. After the first 30 days of ownership we would advise of a repair to any electrical product where possible. This would involve an engineer attending your preoperty yo firstly diagnose the fault and then affect any required repairs. Under a standard manufacturers warranty we would allow Hotpoint a reasonable amount of time to repair (This would generally considered to be 28 days). Should a repair exceed this timescale a replacement will be provided via your local store. - Richard

TEAM KNOWHOW | | VERIFIED

Hi Marlon. After the first 30 days of ownership we would advise of a repair to any electrical product where possible. This would involve an engineer attending your preoperty yo firstly diagnose the fault and then affect any required repairs. Under a standard manufacturers warranty we would allow Hotpoint a reasonable amount of time to repair (This would generally considered to be 28 days). Should a repair exceed this timescale a replacement will be provided via your local store. - Richard

Marlon Scott West | | VERIFIED

I have heard about your policies several times from customer services. Under British Law your policies don't apply but the law does, what you don't inform customers prior to purchase is that you have to wait 28 days from the date an engineer attends your property after already waiting a week? To remind you again that Hotpoint are not liable but the seller is under the Sales of Goods Act which clearly is ignored. I will need to take this matter to small claims court as I will buy a new washer.

Marlon Scott West | | VERIFIED

I have heard about your policies several times from customer services. Under British Law your policies don't apply but the law does, what you don't inform customers prior to purchase is that you have to wait 28 days from the date an engineer attends your property after already waiting a week? To remind you again that Hotpoint are not liable but the seller is under the Sales of Goods Act which clearly is ignored. I will need to take this matter to small claims court as I will buy a new washer.

TEAM KNOWHOW | | VERIFIED

Hi Marlon,. Hotpoint are acting as our repair Agents, not as the manufacturer. As the machine has developed a fault we do have the right to confirm the cause and offer a resolution, which we have done in line with your statutory rights. I can only apologise for the unusualy delay with engineer visits in your area at this time. Please let us know what occurs once then have attended. - Jay

TEAM KNOWHOW | | VERIFIED

Hi Marlon,. Hotpoint are acting as our repair Agents, not as the manufacturer. As the machine has developed a fault we do have the right to confirm the cause and offer a resolution, which we have done in line with your statutory rights. I can only apologise for the unusually delay with engineer visits in your area at this time. Please let us know what occurs once then have attended. - Jay

Marlon Scott West | | VERIFIED

Been trying to get through to Hotpoint since Friday, constantly engaged??? Very frustrating and very upset with the overall service.

TEAM KNOWHOW | | VERIFIED

Sorry to learn this Marlon, they are exceptionally busy at present. We'd be happy to book a visit for you. Can you advise of the receipt number, date of purchase and branch number from the top of your receipt (or online order number if your do not have that), along with your full address, postcode, contact number and the serial number of the machine (usually shown on a plate by the door), to [email protected] we would also need to know what the actual fault is, we'll reply with date - Jay

Marlon Scott West | | VERIFIED

Finished up buying a new washer
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