Currys care plan and the product replacement voucher

[Bremusa]

I am desperately hoping that someone can advise me here as I'm getting nowhere and I'm totally stuck. I'll try and be as concise as I can.

About 24th Feb my washing machine broke down, it's a nearly 12 years old Indesit. We have a care Plan with Currys. It has broken down twice, had 5 different repair men out trying to sort it out. On the third attempted repair, it was declared beyond repair, it was made safe and I was to wait for a voucher from Currys for a replacement as stated in the terms and conditions. This is where it's all gone tits up and I've still no working washing machine and can't get anywhere with the voucher to buy a new one. I have a 20 year old doubly incontinent disabled son so things have been challenging to say the least.

Currys and Indesit won't talk to each other. Apparently a report was supposed to be sent to Currys so they could release the voucher but Indesit haven't replied to emails. I phoned Indesit who were bloody rude and dismissive and gave me a number which would apparently magically release the voucher. Currys didn't know what they were talking about and put me through to someone else who tried to book me a repair! I've made so many phone calls, spoken to different departments and I'm just going round in circles. Currys won't speak to Indesit, Indesit won't respond to emails from Currys and I'm playing piggy in the middle without a clue what to do next.

Has anyone got any ideas? I'm just really upset now and struggling to think straight about how to resolve this or get some answers and I've been without a washer for 6 bloody weeks. If anyone can help or has any ideas I would be so grateful.

Little bump. Just ignore the voting, I moved the thread from AIBU.

Another bump for the evening crowd, please does anyone have any ideas?

Can you just not get a new one and not bother with a care plan again? How much was the care plan per month and how long had you been paying it? I am sorry I don’t know how they work but I understand they are not worth taking out from what I have heard / read.

Go down to a branch and speak to someone. Go every day until it is resolved. If you make a nuisance of yourself they will sort it. I would also write a letter to one of those newspaper consumer rights things like they have in the guardian and tell customer services that you will be doing so unless they sort it.

Ideally this is what makes sense to me. I just want to say sod it and just get a new one. But DH is saying we've paid for 11 years, they've made their profit and we're entitled to the voucher in consumer law. I'll never do it again that's for sure it's not worth the hassle. I just cannot understand why Currys won't chase it up, and Indesit won't send the relevant info to Currys.

id be tempted to book another repair visit - it costs them so may prompt the action you need

I'd go all out on X or similar, and also find out who their CEO is (use LinkedIn if needed) and their email and message them. Summarise the situation and timelines. Although you really shouldn't have to (going without a washing machine for 6 weeks is ridiculous for anyone!), personally I would emphasise how this situation is causing you particular difficulty due to your son's situation.

I would give them a deadline and explain that if you don't have the voucher by X date you will be required to purchase a new washing machine without a voucher and will take court action against them for the cost of doing so, plus compensation for (presumably?) the costs you've incurred at the launderette over the past six weeks.

ring currys again and say you want to make an elevated complaint and that will go to the CEO depertment. Whoever you speak to, whatever the department will do it.

department

Okay OP meanwhile you are left without a washing machine 🤷🏻‍♀️ a PP made a good suggestion buy one and then you will have time to pursue your claim. At least you will have a washing machine. I’m angry on your behalf at how unscrupulous they are . Good luck