I purchased a Miele dishwasher from Currys for £579. It failed within five minutes and the screen showed a “circulation pump failure”.
The store assured me it would be collected and I would be refunded, but as it was a bank holiday and Miele couldn’t be contacted, I would need to call back the next day.
I did so and was told that Currys couldn’t in fact remove it as it was delivered directly from Miele.
Over the next few days I visited the store on several occasions and was variously told that Miele couldn’t be called, only emailed; that Miele would call within 48 hours (it didn’t); that I’d be texted about a collection date (I wasn’t); and that Currys couldn’t do anything – it was up to me to arrange collection and refund.
I’m stuck with something no one will take responsibility for.
SB, Hartlepool
Currys appears to be playing a favourite trick among retailers – to fob a customer off on to a manufacturer and hope they’ve never heard of the Consumer Rights Act, which puts the responsibility on the trader. A customer only has to contact the manufacturer if they are claiming under a warranty.
When I contacted Currys it finally admitted that it is guilty of an “administrative error”. It seems that Currys’ departments are reluctant to communicate with each other, for Miele had arranged with Currys to collect your machine almost as soon as you had complained.
Yet for a week after, Currys insisted it had heard nothing. You have now been refunded and have bought a fully functioning dishwasher.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
