Alas, poor Samsung Ecobubble

Had a Samsung Ecobubble for three years now, it came with a five year warranty and has worked just fine, and it wasn’t expensive

Ours has a 5 year warranty (10 for the motor) too, and the reason we picked it was because I’d done days of going through reviews, Which? scores, etc. It seemed ace value (it was originally £599 down to £399, back up to full price now), big drum. And the one wash it did was very good. Then it died. 🙁 So I’m assuming (hoping!) it’s not a problem with the model itself, just that, at some point, something’s gone a bit squiffy on this particular machine – possibly due to transit issues? Dunno if the wash vibrated something internally that was already loose.

My mum bought a tumble dryer from Currys, which stopped working soon after she bought it. She tried all this:

I’ve complained to them in person, by phone, by Twitter and by email, and I’ve complained to Trading Standards. I’ve asked them, repeatedly, why they’re breaching the Consumer Rights Act, what are they going to do about it and when.

In the end, gave up and did this:

Did you pay by credit or debit card? Should be covered either way. Get the card provider to refund using chargeback or whatever system they use.

As you paid by debit card, I guess the next step is the ombudsman, see: http://www.which.co.uk/consumer-rights/action/how-to-reject-a-faulty-product-and-get-your-money-back

To everyone else: don’t buy from Currys!

Phone 02088965000. Ask to speak to the legal dept about trading law compliance issues.

I researched the hell out of washing machines

You need a new hobby. Buy a PS4.

Edit: Actually, that’s too flippant. This is obviously a massive ballache ladybitsache for you. Is there anything the forum can do? Spam the facebook or something?

Edit 2: Ping the Guardian’s consumer bods an email with what occurred. They seem to be on to this sort of stuff quite quickly. consumer.champions@theguardian.com

Wish I’d seen this before I bought one over the Easter weekend. Got a 5 year guarantee I thought – must be a good one if they’ve got that confidence in it…..

You need a new hobby. Buy a PS4.

We actually have two PS4s, one each… 😆 (neither bought from Currys though, heh.)

Will have to give the Guardian thing a go, I was pondering BBC Watchdog!

Can’t really go to the Ombudsman yet, as they say to give the company 8 weeks to respond and resolve complaints before going to them.

Christ. Hope you dont accept a replacement. Order new from different retailer. Ring credit card company to process refund. Ring currys to tell them when washing machine will be left outside house for them to collect.

Edit. Missed the debit card bit. All of above except request refund from Currys. I wouldnt even talk to Samsung

Have you hit their twitter yet? Throw in a link to this thread.

Tweets by CurrysOnline

Debit card, which I believe isn’t covered (if it’s credit card, then the card provider gives protection and can provide a refund)

Should still be covered. Try this: http://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback

Take a big bag of dirty wahing into Currys, shout, cry, make a big puddle and see what happens.

It will be covered on a debit card, but it is a lot harder to get sorted.

If you can afford it go and buy a replacement from your LWMS, I have an awsumz shop in Banbury where I buy all my white goods from, they have them in stock and sort problems out on the day!

Stick the other one in the garage and go and get a refund through their 30 day guarantee.

I think you’ve been reasonable and got nothing. I’d hire a van and two blokes and take it back on Saturday morning and drop it in the store, and make it very clear why you’re doing it.

I Feel your pain.
Just bought a fridge freezer from AO.
Turned up in perfect condition on saturday.
Left it 24hrs before turning on.
Turned on new fridge Sunday.
Emptied contents of old fridge into the new one.
Gave away old fridge.
Uh oh.. new fridge freezer isnt actually chilling… Its on, the light works but its 18 degrees C inside the fridge.
Food ruined.. binge eat some of it.
Engineer coming thursday.

I was thinking of suggesting the van thing last night – guess that counts as return it and refund there and then. Plenty of people on STW with vans who would help – roughly where in UK are you?

We now use our local Euronics place – far more pleasant and also do good deals on Miele and Bosch 🙂

was thinking of suggesting the van thing last night – guess that counts as return it and refund there and then. Plenty of people on STW with vans who would help – roughly where in UK are you?

Aww, thanks! Not sure if it’d help though, there’s another chap on Twitter having a rant (we should have a support and survivors group, or something). He bought a washing machine from a store on Saturday, got it home, installed it, it didn’t work, so he took it back to the shop for a refund or exchange – which Currys own website says that you can do. But the store staff refused the refund, and told him he couldn’t have one until an engineer checked it, and that an engineer wasn’t available for two weeks. :/

They’re now trying to sort a resolution for me, and have said, “The information offered by my colleagues was correct and in accordance with the legislation being quoted. Manufacturer’s prefer to confirm a fault with an appliance before accepting it back to prevent products from needlessly being exchanged” – I’m pretty sure that what the manufacturer prefers is pretty irrelevant? Especially given that their own website makes no reference to faulty goods having to be checked before a replacement/refund is issued.

They’ve also said, ” Ordinarily we would ask or an engineer to assess the product before offering a resolution to ensure that the fault lies with the appliance, and not an external factor. Given the circumstances I am willing to accept that the appliance is faulty.” Which would have been nice if they could have decided that last week, and shows that the engineer requirement isn’t actually a requirement (but a bit of a moot point, as the engineer is coming around tomorrow morning before work…).

It looks increasingly likely that it’s going to be a refund job, as they can’t get a replacement until April 19th (apparently they can’t get them from any of the stores, because the store stock isn’t ‘pristine’?!). But I can’t get a refund until they actually collect it, so I’m hoping they’re not going to drag their heels over that. :/

Honestly, what sort of monumental b*llend though that this was worth saying:

“Manufacturer’s prefer to confirm a fault with an appliance before accepting it back to prevent products from needlessly being exchanged”

Well…. I’d prefer a Ferrari and a blowj*b

WHERE’S MY BLOWJ*B CURRYS?!?!?! WHERE’S MY MFing BLOWJ*B!!!!!

You are entitled to compensation for any extra loss of earnings due to having to have extra days off beyond the original delivery day. Be worthlogging all the phones calls as well and claiming for them.

OK, so if the van is not ok, I suggest a photo of you and your washing machine. Make sure your condition is clear. Send to your local news paper and BBC news desk, Also post on mumsnet.
There is someone in the Currys management team who will see this is bad publicity. You just need to find that person.

Have we talked about Dryergate yet? The 3.4 million people with a tumble dryer that could burn down their home at any minute.

http://www.bbc.co.uk/news/business-35744313

We’ve been given an inspection and repair date in December. And in the meantime the cheeky **** at Hotpoint/Indesit have tried to sell us a new cheap ‘n’ nasty tumble dryer.

The one bright spot is that the dryer barely dries clothes, so I’m pretty sure it couldn’t ignite anything in our damp-ridden hallway.

K, so if the van is not ok, I suggest a photo of you and your washing machine. Make sure your condition is clear.

*Practices Daily Mail SadFace*

Samsung engineer came this morning, it turns out that the washing machine is broken!

Have we talked about Dryergate yet? The 3.4 million people with a tumble dryer that could burn down their home at any minute.

The Currys ‘customer service’ line has that as one of the first options. Read something yesterday about how to successfully get a refund (I think on MoneySavingExpert?).

Also post on mumsnet.

Good god man, I don’t think that we’re at the nuclear option of siccing Mumsnetters on them yet! 😀

Samsung engineer came this morning, it turns out that the washing machine is broken!

So now do Currys leap into action? Or do they now have to wait for a duck to be elected president, or some other arbitrary hoop to be jumped through, before they fulfill their legal obligation?

Some useful links at the bottom of this;

http://www.which.co.uk/consumer-rights/problem/what-do-i-do-if-i-have-a-faulty-product

Personally I’d be all for setting mumsnet on them, if only for the entertainment of seeing a somewhat tired lion get savaged by a pack of rabid lambs…

I havent checked, but i believe you’re entitled to claim recompense for lost work days and additional costs incurred (time/fuel/phone calls/laundrette visits).

PS. Im sure Im revealing the full extent of my inherent arseyness, but a flask of tea, a deck chair and a hand made sign parked in front of currys on a busy saturday might be my choice 😉

As per the link above, they may be trying to push you beyond the 30 day window for rejecting the goods outright, so it may be an idea to contact them in writing rejecting the dryer so at least you have that lodged.

but i believe you’re entitled to claim recompense for lost work days and additional costs incurred (time/fuel/phone calls/laundrette visits).

I believe this is the case as well, as the one section of the Consumer Rights Act says the the retailer must provide a refund or replacement within reasonable time, without significant inconvenience to the consumer, and must bear all costs. Obviously taking time off is both inconvenient and has a cost attached!

I’m not sure what the definition of ‘reasonable time’ is though, and whether it varies according to the product – how long is reasonable to be both without a working fridge, washing machine or oven, and out of pocket due to no refund? (I do realise that the entire situation is very much in first world problems territory though!).

Read something yesterday about how to successfully get a refund (I think on MoneySavingExpert?).

Cheers for that (toddles off to have look).

Surely with your Photoshop skills you can quickly knock up a picture of Currys’ chairman in flagrante with a hoover, and use it as blackmail?

So, according to Currys, being forced to dip into annual leave or taking unpaid leave is neither ‘a significant inconvenience’ nor a ‘cost’ to the consumer, so they’ll only refund the original amount – anything else would involve legal action. The delay is Samsung’s fault. They wouldn’t be able to process the refund until the machine is collected, and they couldn’t say when that would be, and that it’d take up to five working days after that. Ended up in another hysterical sobbing heap again whilst on the phone to them (the woman also had a bit of a go at me for going on both Twitter, email and phone, saying that I should have just stuck to one line, and that taking six hours to reply to an email is very reasonable, because she knows other companies that take six days).

Might just take this as a replacement and hope for the best – although I’d prefer to get shot of Currys altogether, I need a machine asap, I’m pretty much held to ransom. I’ll still be putting a complaint in though.

http://www.currys.co.uk/gbuk/household-appliances/laundry/washing-machines/lg-fh4u2vcn2-washing-machine-white-10139011-pdt.html

*Awaits LG horror stories)

I wish companies would realise that as long as they handle it really well having things go wrong can actually be to their benefit.
If currys had shipped you a replacement the next day you’d be on here saying how good they were . Now they are scaring away people who might otherwise have shopped there.

Pah screw her, its not her that’s having to endure piss poor CS. Use as many methods as possible to get the result that you want. If fact I’ll go and twatter them again 😉

Pah screw her, its not her that’s having to endure piss poor CS. Use as many methods as possible to get the result that you want.

I’m just knackered, miserable and fast running out of clothes. I might just lay off for the time being, in case they get spiteful and start dragging stuff out even more.

Id still be looking to get rid of Currys altogether via a refund.

I wish companies would realise that as long as they handle it really well having things go wrong can actually be to their benefit.
If currys had shipped you a replacement the next day you’d be on here saying how good they were . Now they are scaring away people who might otherwise have shopped there.

Very much this.
How can Curry’s be hiding behind ‘we need to wait for Samsung’?
If I’d bought a machine from Costco that had gone wrong within three years they’d have apologised profusely and immediately given me my money back.

Id still be looking to get rid of Currys altogether via a refund.

It’s what I would have preferred, but a refund would have taken longer and I would have had to fight for the inconvenience/costs compensation.

I just want to be able to do washing without having to spend the weekend at the laundrettes (I’m pretty sure Mr Toast feels the same!)

Id still be looking to get rid of Currys altogether via a refund.

This. Short term pain, but do you want the same experience in six month’s time, when your sanity will be in even shorter supply?

You won’t get the inconvenience costs TBH, so factor them out.

This ^ your contract is with curry’s not Samsung. I’d be seeking a refund and buy elsewhere.

This ^ your contract is with curry’s not Samsung. I’d be seeking a refund and buy elsewhere.

That’s what I tried to say, but it was like banging my head up against a brick wall, very much ‘computer says no’ – even though I pointed out that the returns policy on their own website makes no reference to engineer checks when returning faulty goods within 30 days, it just says that you can return them to the store or arrange for them to be picked up!

Apparently this and the contradicting advice I’d received (which was my fault for going through multiple lanes of communication, obvs) is because different manufacturers have different policies, which can include refusing to authorise refunds or replacements without their own engineer’s approval.

I pointed out that the manufacturer shouldn’t have anything to do with it, especially if they can’t provide an engineer with 48 hours (I was being generous) but… computer says no.

Did you pay on credit card?

edit: ahh no, debit card. Go in store and kick off. Generally works better, especially if that store or one locally has stock.

Within 30 days of purchase or delivery:
You always have the option of an exchange or refund if the fault occurs within 30 days of purchase or delivery. You can return it to store or arrange it by calling the Knowhow contact centre on 0344 561 1234, or by emailing customer.services@currys.co.uk . Extended range large kitchen appliances cannot be returned to one of our stores, please call Knowhow contact centre on 0344 561 1234.

Returns and exchanges can only be processed with proof of purchase. This can be the sales receipt, a bank statement or an online sales invoice. Please provide your order numbers when you return a product.

So, even though the engineer has actually been, confirmed that it is buggered, and your statutory rights are clearly set out on their own website, they say you can’t reject it and start the process of returning the bloody thing? They really are a shower of shite.

because different manufacturers have different policies, which can include refusing to authorise refunds or replacements without their own engineer’s approval.

Costco just handed me the money when my Samsung TV went pop even though it was 1 year outside their [at the time] 3 year warranty.
This reminds me not to buy from Currys in the future – way to go Currys!

I wish companies would realise that as long as they handle it really well having things go wrong can actually be to their benefit.

This is true. A large bank (household name) did some research and found that customers that had complained, and were happy with the resolution, were more likely to recommend them to others than customers who had never had a problem.

So, even though the engineer has actually been, confirmed that it is buggered, and your statutory rights are clearly set out on their own website, they say you can’t reject it and start the process of returning the bloody thing? They really are a shower of shite

I can reject it and start the process, but the process could be lengthy due to a) having to contact the store itself to arrange a collection (which would involve going there after work, as they don’t have a phone number), b) waiting for them to collect it (they couldn’t give me an indication how long this would be, as it’d be up to the store to arrange), and c) they can’t actually start processing the refund until they’ve collected the item (which is fair enough, to be honest… if they can sort collection promptly, which I wouldn’t pin my hopes on), and d) once that’s done, it’s five working days.

Generally works better, especially if that store or one locally has stock

Apparently they can’t provide replacements from store stock, it has to come from their ‘fulfilment centre’ (which sounds remarkably like something from a dystopian future).