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28 Mar 2022

'Why won't Currys honour our warranty?'

Hot to get a fault fixed if retailer doesn't act in line with your warranty or care plan

Do you have an issue you need to put right? Which? is here to help get your consumer problems sorted.

Dear Which?,

My washing machine from Currys broke down in November last year, and I'm struggling to get it to honour my warranty.

When I bought the machine in 2018, I spent almost £100 on a five-year plan which came with a seven-day repair promise.

Once I noticed that it was broken, I contacted Currys and it sent an engineer out - but unfortunately they didn't have the correct part to fix the machine.

I then received numerous texts from Currys confirming new dates for the repair visit, only for these dates to be continuously pushed back. I waited almost a month for the engineer to fix the machine, all the while having to fork out money for washing my clothes at the laundrette.

It was a very drawn-out and unsatisfactory experience - if something similar happens again, what are my rights?

David, West Yorkshire

Put to Rights

Hannah Downes consumer rights expert at Which? says:

How frustrating to have to wait a month for your washing machine to be repaired.

After paying for an extended warranty, you'd expect any problem with your product to be ironed out as swiftly as possible.

You're right to expect a retailer or warranty provider to act in line with the terms set out in its warranty agreement.

If you find, again, Currys doesn't act swiftly enough, you can consider claiming the cost of getting a third party to carry out the work instead. You'll need to give the retailer every chance to carry out the work itself first though.

Warranty providers can also be liable for reasonable losses you have as a result of the fault, such as your multiple laundrette visits.

We contacted Currys about this and it's since apologised and offered as a gesture of goodwill to cover your additional costs.

And next time you're thinking of paying for an extended warranty, we'd recommend considering whether it's really worth it.

Our view is that extended warranties are rarely necessary, as you have rights which last up to five years in Scotland and up to six years in the rest of the UK.

If you too have struggled to get a retailer to honour an extended warranty or care plan, get in touch at yourstory@which.co.uk.

Need to know

Get in touch. If you've got a consumer rights problem you need put right email us at yourstory@which.co.uk

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