Currys’ Knowhow was a washout

Over three weeks ago I called Currys’ Knowhow team when my washing machine broke down and arranged a call-out three days later. An engineer said the machine needed a new motor and that he would order one and someone would come the following week.

A different engineer arrived with a new motor but it couldn’t be fitted as it had the wrong connection. At this point I was feeling very frustrated, as a third engineer’s visit would be required and I was still unable to do my washing. Unfortunately I was going away for the remainder of that week, so had to agree to a further visit a week later.

Because of this delay, Currys has moved the goalposts and said the timetable for my qualifying for a replacement washing machine had changed. LP, OXFORDSHIRE

The next engineer couldn’t fix it either and, after trying two motors, decided the printed circuit board was the problem, but he didn’t have one with him. Meanwhile, you were paying regular visits to the launderette.

Four days later another engineer came with a new printed circuit board. That didn’t resolve things either. This engineer said he was certain the machine was beyond repair. This was then agreed with Currys and you were promised a call the following week to tell you what to do in order to get a replacement.

Twice it had been explained to you that, if the machine couldn’t be repaired within 21 days of your first call, you would be entitled to a voucher for a replacement.

Four days before the cutoff, date Currys texted that it was trying to contact you about the repair. However, it would be able to book an appointment only for the day after the cut-off date. In exasperation and because you had been told the voucher would

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be approved, you ordered a new washing machine online from Currys. Shortly after placing the order, you called the Currys Knowhow team and filled it in on what was happening.

By then you had spent more than £80 at the launderette. The new machine duly arrived and the old one was taken away for scrap.

However, after that Currys called to say the write-off was not happening because you had not been able to accept the repair date that had been offered for when you had been away.

Instead, three more days were to be added to the cut-off date. But as the old

machine had been taken away, you were told nothing could be done.

Further to my involvement, Currys paid you £230, which it deemed to be the cost of the new machine and your launderette bills, less what the old one had been worth. It has also given you a free five-year warranty as a gesture of goodwill.

A spokesman for Currys said: “We are sorry that Ms P had problems swapping her faulty washing machine.”

house purchase was due to complete, the conveyancing solicitor asked for £1,228 in costs. I paid this by bank transfer.

I then realised the fileopening fee had not been taken into account. I emailed the solicitor and found the fee had never been passed on.

I have requested a refund from the estate agent on four separate occasions, the last time being seven weeks ago, but to date have received no money or information.

I bought the house on a tight budget, so £360 is an enormous sum to me. Please can you help me get it back? RG, LONDON

Luckily you paid the amount at issue by credit

card, so I suggested that you go to your bank and ask it to put in a claim under section 75 of the Consumer Credit Act.

Section 75 can make credit card companies “jointly and severally” liable where there has been breach of contract or misrepresentation by the merchant that debited the credit card account for a transaction worth between £100 and £30,000. There are caveats, but they didn’t apply here.

This worked and the £360 at issue is now back on your card.

Anyone with a problem with an estate agent that cannot be easily resolved could consider approaching

the Property Ombudsman at tpos.co.uk or by telephone on 01722 333306. There is also the Property Redress Scheme at theprs.co.uk and by telephone on 0333 321 9418. Which of these dispute resolution services is relevant will depend on which one the estate agent has chosen to register with.

Otherwise, you could have tried making a money claim against the agent at moneyclaim.gov.uk.